Complaints

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wednesday the 5th of May was the appointment date . I was getting hair installed (extensions) I paid 1280 .It looked awful, I could not conceal the beads the colors where not blended properly ( I have photos) I sought out a second opinion from a different spa and she said they used the wrong beads, my root color they had put as my length and a few strands of blond hair . My hair is blond it was dark blond ... The man said I'd have to get used to it , no money back because "they didn't make money " it is very clear this job was rushed and they gaslighted me . I just want some money back . I had bought 4 packs that was supposed to be 100 strands I counted 50 I paid 850 for hair alone

  Business response

  10/06/2024

  This client came in the week before for a consultation regarding hair extensions (I-Tips).  She had the consultation with our Hair Stylist who has been doing hair and hair extensions for over 30 years.  The reason for hair extension was she wanted volume.  The hair extension we use is real human hair (Remy) extensions.  They are expensive and I sell it at cost to my clients and just charge the labour to install them. All extension purchased are final there are no returns or exchange as you can not reuse or resell them once we install or open the package. During the consultation It was discuss with her what colour she wanted between herself and the stylist and she agreed with 100 strand (which are 4 packages of 25) and she agreed to colour and combination.  As we order all extension per services after the consultation as they are expensive and we do not carry stock.  We installed the 100 strands and colour as she requested. When she left; she was happy and was very appreciative to the stylist because he took close to 3 hours to install the extensions. This is not true that she had only 50 strands put in and that the stylist rushed the service.  All 4 packages where installed and the time was taken to do the work.  The extension where installed to make it look like there was volume.  

  She texted us back later in day and she claiming it wasn't what she expected.  That the beads are to big especially the side. I called her back and I told her that it take some use to when you get I-tips but due to her fine hair we could relocate the strands to hide the beads. Told her we can get her in a adjust them.  We booked an appoint to take care of this.  

  She then came in early for her appointment and came in to complain and  stating that the she went somewhere that we used the wrong beads and that beads we used where for a weft hair extensions.  Unfortunately  this is not true;  weft hair extensions are sown in and there are no beads in a weft.  We been using this I-tip method for years and we always use the same beads provided by the supplier.  Then she stormed off without us adjusting the beads.  We where going to take care of her to move the beads from the side of her head because she wear her hair in a pony tail and that would show the beads. If you get I-tips and you install them for volume then you can not hide the tips if you wear your hair in a pony tail.

  Now the prices of the services and hair extension came out to $1,220 with tax and she probably tipped the stylist $60 if it was the amount she claims she paid.  Like I said she was very happy when she left at the end of the service.

  This is a small video of how I-tips are installed and how the beads look like when install.  This is what she got.

  ************************************************

  Now regarding a full refund I can not do anything as the product of the hair extensions is final and the installation was done correctly to install the I-tip hair extensions.  She wants a full refund because it isn't what she expected or buyer remorse?  I do not make money on the extensions as I told her I sell it at cost and my stylist work on her for almost 3 hours.  A stylist over 30 years of experience has a larger charge out rate. As it was explained to her during the consultation that all services are final.  I really take offense that she claims we gaslighted her.  This is not true.  She came to us for a service we took time to do the service appropriate and then she refused on to adjust the extension on the side.  We would also help her out if she wanted more blonde extension installed but at her cost for the extension as we did order the colour as confirmed by her.  We are not unreasonable but we are not going give free service after it was done.  We also explained to her how I-tips look and how they will be installed during the consultation with pictures to show her.  So we do not appreciate the accusation that we gaslighted her!  I even told her we want to take care of her to be happy.  She seems very unhappy because of the beads unfortunately there is no extension that will not show any sign of extensions.

  Business response

  10/06/2024

  This client came in the week before for a consultation regarding hair extensions (I-Tips).  She had the consultation with our Hair Stylist who has been doing hair and hair extensions for over 30 years.  The reason for hair extension was she wanted volume.  The hair extension we use is real human hair (Remy) extensions.  They are expensive and I sell it at cost to my clients and just charge the labour to install them. All extension purchased are final there are no returns or exchange as you can not reuse or resell them once we install or open the package. During the consultation It was discuss with her what colour she wanted between herself and the stylist and she agreed with 100 strand (which are 4 packages of 25) and she agreed to colour and combination.  As we order all extension per services after the consultation as they are expensive and we do not carry stock.  We installed the 100 strands and colour as she requested. When she left; she was happy and was very appreciative to the stylist because he took close to 3 hours to install the extensions. This is not true that she had only 50 strands put in and that the stylist rushed the service.  All 4 packages where installed and the time was taken to do the work.  The extension where installed to make it look like there was volume.  
  
  She texted us back later in day and she claiming it wasn't what she expected.  That the beads are to big especially the side. I called her back and I told her that it take some use to when you get I-tips but due to her fine hair we could relocate the strands to hide the beads. Told her we can get her in a adjust them.  We booked an appoint to take care of this.  
  
  She then came in early for her appointment and came in to complain and  stating that the she went somewhere that we used the wrong beads and that beads we used where for a weft hair extensions.  Unfortunately  this is not true;  weft hair extensions are sown in and there are no beads in a weft.  We been using this I-tip method for years and we always use the same beads provided by the supplier.  Then she stormed off without us adjusting the beads.  We where going to take care of her to move the beads from the side of her head because she wear her hair in a pony tail and that would show the beads. If you get I-tips and you install them for volume then you can not hide the tips if you wear your hair in a pony tail.
  
  Now the prices of the services and hair extension came out to $1,220 with tax and she probably tipped the stylist $60 if it was the amount she claims she paid.  Like I said she was very happy when she left at the end of the service.
  
  This is a small video of how I-tips are installed and how the beads look like when install.  This is what she got.
  
  ************************************************
  
  Now regarding a full refund I can not do anything as the product of the hair extensions is final and the installation was done correctly to install the I-tip hair extensions.  She wants a full refund because it isn't what she expected or buyer remorse?  I do not make money on the extensions as I told her I sell it at cost and my stylist work on her for almost 3 hours.  A stylist over 30 years of experience has a larger charge out rate. As it was explained to her during the consultation that all services are final.  I really take offense that she claims we gaslighted her.  This is not true.  She came to us for a service we took time to do the service appropriate and then she refused on to adjust the extension on the side.  We would also help her out if she wanted more blonde extension installed but at her cost for the extension as we did order the colour as confirmed by her.  We are not unreasonable but we are not going give free service after it was done.  We also explained to her how I-tips look and how they will be installed during the consultation with pictures to show her.  So we do not appreciate the accusation that we gaslighted her!  I even told her we want to take care of her to be happy.  She seems very unhappy because of the beads unfortunately there is no extension that will not show any sign of extensions.

  Customer response

  10/06/2024

   
  Complaint: 21820922
  
  I am rejecting this response because:To be fair, I requested length rather than volume, trusting the stylist's judgment as I had never had extensions before. Despite their 30 years of experience, the result looked rushed. The pictures convey more than words ever could.The work was poorly executed; the extensions should have been blonde throughout, not rooted at the ends. This outcome is unacceptable. The photos clearly illustrate the issue. 

  Shame on you.

  
  Sincerely,
  
  *************************

  Customer response

  10/06/2024

  What can I do now ? 

  THIS IS UNNACEPTABLE. 

   

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