Complaints

• Initial Complaint

  27/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On march 19th 2024 I went to get my hair extensions solve in by a hair stylist at the Capelli salon studio she solve in 2 rows of the hair extensions that I brought at the end of the installation I asked her to texture my own hair at the ends to make it blend it with the hair extensions… she chunked my hair so short that now I’m have to grease my hair down so it doesn’t stick out .. she also thin out my brand new hair extensions to the point that I barely can make a pony tail out of it .. it took me 2 years to grown my hair out and now it’s 3 inches long on the top … she also solve my hair very very poorly the is thread that is knotted and it’s not properly done as I am a hairstylist as well they don’t suppose to look like this and the hair salon green to it when I sent the photos of how she did it …I’m devastated about my hair I cried and called them and they told me they will fix it for me with another hairstylist I told them ok … I came back the other hairstylist at the salon didn’t fix my hair extensions at all in fact she put extra treat to my hair which is now making my who scalp itchy because there is to much thread … they were suppose to re solve them for me that’s why I came back for a fix (the manager on the phone PROMISED me that they will take them out and resolve them ) I wasted 318$ on the hair appointment, my time , 2 years worst of hair growing, my have a mullet now and I spend 460$ on the hair extensions that are thinned out to noting . This salon is very high end they should’ve check ****** work before they let me go . I am very devastated I’m so very upset I have to cut my hair into a bob now so it doesn’t look like a mullet and this is not what I wanted .don’t get me wrong it’s not just about money it’s about my pour hair and pout people that can get the same experience this is not how it should’ve been done

  Business response

  11/04/2024

  The client came in for a consult with ****** and after that, ****** did not feel comfortable colouring this clients hair. It was already in rough shape, and had damage and broken layers on the top. ****** had told her to purchase her own extensions and get her hair coloured prior to coming in, and then she would install the extensions. The client declined the suggestions from ******, like adding more wefts to each row, which would have made her overall look thicker and blend more, as she said she did not want it too bulky. She told ****** to take weight out of the top as well. ****** did not take any length off of the clients own hair, so we are unsure of the photos being shown. After her first email reaching out saying she was not happy, we got her back in with another stylist asap to look over everything. The short hairs sticking out in the extensions are a part of the extensions and they are called "return hair." When the extensions are made this is the part where the strand of hair loops around/folds over and they are on all weft extensions. This was explained to the client by both stylists and it is not her real hair thats been cut. After we got her back in to have it looked over and adjusted by the other stylist, she emailed us and threatened a BBB complaint, to which we refunded her that day (March 27th) for her services as we did not feel is was possible to move forward. So this complaint was filed before she even let us resolve her issue. All in all, we do want all our guests to love their hair and we always make adjustments for guests if they ask. In this case we did not feel like we could make her happy no matter what, so we refunded her after she threatened filing the complaint. We have been in business for 13 years with zero BBB complaints and we have a very strong clientele base. We are sorry we could not make it work for her but we wish her all the best with another salon

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