Complaints

• Initial Complaint

  25/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a salon appointment with a hair stylist (K****** and discovered when I arrived that she had ceased employment with this business. I was not notified and was attempting to leave the premise when the owner (W**** ****) and hairstylist (B******) insisted I keep my appointment with both ladies advising B****** was a color expert and guaranteed me satisfaction with her service. Unfortunately, this was not the case. My hair turned out orange. The hair stylist agreed there was an error and attempted twice to fix the problem with no success. I had to leave the premise abruptly due to another scheduled commitment. After revisiting the salon later that day I was again offered a fix but now having a skin reaction to so many chemicals being placed in my hair and did not feel comfortable in obtaining further service from her. I visited the owner the next day to express my dissatisfaction and requested a refund in service. She refused and advised her hair stylist would have to issue the refund. I explained to her that it was her business and it's a discussion between her and her employee and for her to advise me of outcome of that discussion. I also reiterated that due to two attempts to fix this issue I was not interested in further service from this hair stylist at her salon. The owner made very clear she was not offering a refund and I advised at that time if they could not help me resolve this issue I would file with the Better Business Bureau. Her hair stylist called me to advise she would not offer a refund, however, a full hair styling service. I advised she had already made two attempts to fix the problem to no avail and I was no longer interested in any further service from her. I am now in a situation where my skin reaction is starting to settle and I must seek service at another location. This also results in double the expense for one required service. I understand mistakes are made but three attempts with this salon now requires accountability.

  Business response

  06/01/2025

  I B****** **** hairstylist of Glow Beauty did T**** ***** hair on November 20th she requested spicy (her words )colour as per her request I proceeded to apply a light copper brown and while doing so she showed me a picture of what she wanted in her next appointment I told her at her next appointment I would do copper and caramel foils back to back and a light natural brown base because her roots are so naturally white,she agreed when I rinsed her her hair I seen that her roots were a bit brighter so I did a toner to make it natural when service was completed I had her take a look and asked her if she was happy T**** replied saying she was very happy and proceeded to pay and also tipped me .

  She returned around 5pm closing time her hair was styled differently and told me she wasn’t happy that it was to copper at the root I told T**** i would stay and add some brown to her roots at no charge I was so surprised as she kept saying when her hair was done that morning that she liked it and then pre booked her next appointment.

  B****** ****

  
  

  I am the owner of Glow Beauty 

  W**** ****

  
  

  I was present at the time of this lady was in the salon, she walked away a happy customer tipped the hairstyles and made another appointment to come again she was so pleased. 

  The next day she approached me at my other business and made a big show which was not called for I was going to have to get security to remove her. 

  She can come back for another service but she was happy when she left with her outcome. She got the service she wanted 

  Customer response

  07/01/2025

   I am rejecting this response because:
  the information provided to you is knowingly inaccurate by the hair stylist and business owner.
  

  I have been very clear in my communication with the hairstylist and business owner since the day of my appointment that I was dissatisfied with the service.  I was at the salon for 3 1/2 hours due to the hair stylist having to make two attempts to fix the color and had to leave as I was late for another appointment.  I paid only because I did not have time to dispute the service and intended to go back (which I did) to have that conversation.  Having my hair coloured 3 times at one appointment resulted in a skin reaction to the hair dye and I could not risk having my hair coloured a fourth time.  The hair stylist was informed this skin reaction was the result of my unwillingness to book another appointment with her.

  Also, I went to the owner’s other business only because it was in the same shopping centre and the hair stylist was not working.  I was told by the owner that the hair stylist has been an issue for her business and I did not want to be involved in her business burdens with employees. I advised the owner to have a conversation with the hair stylist and they figure out how the refund will be issued.  She was adamant she wasn’t giving me a refund and stated the hair stylist had to issue the refund.  At that time I firmly advised her my expectation of a refund.  I was not irate as the owner indicated nor do the shopping centre have security. I was clear on the refund and left the shopping centre.
  

  As a final note, if I was pleased with the service, as the owner and hair stylist have stated, I would not be reaching out to the Better Business Bureau for assistance in seeking a refund. 
  

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩