Complaints

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Complaint Details I am filing a formal complaint against ***************** owner/hairstylist @ H3132373132**32343132H located at ********************************************************* due to significant miscommunication in service costs, lack of informed consent, discrepancies in expected and actual outcomes, and overall lack of transparency. Pre-appt: I chose Mary&#**;s salon due to positive ****** Maps reviews. Due to its size, and location, I was expecting affordable services. A week before my appt, I had a FaceTime consultation w/ **** because she wanted to see my hair ahead of time. She asked me to text her photos of hair colors I liked, and confirmed that achieving those results was possible. The potential costs of services werent discussed during this call. Aptt Day: I got there at 9:45 on Sat 2/3. **** checked out my hair and explained the steps I needed to take. She suggested starting with removing the red undertones using color removal, then using toner and getting a haircut. She didn&#**;t mention the prices yet or that fixing the color would take more time and money. I thought the whole service would cost around $300, since I paid $225 for a color appointment last October. Now I wish I had asked about the price beforehand. But let me put it this way, if you buy a pizza in *************, you&#**;d assume it would cost about $25-$45 without having to ask, right? It would be quite a surprise if they charged you $100 for a pizza. I had no idea color correction could be more expensive. My hair coloring experience is pretty basic, and I only did it to cover up a few sneaky grey hairs (my first time ever, during my October 2023 appointment). When I came in, I expected to leave around 1pm. I dont know how long a color appt lasts so it was a rough guess.In terms of timing, when I walked in, I was expecting to leave around 1pm. I wasn&#**;t sure how long a color appointment usually takes, so it was just a rough estimate.At 1, **** informed me that she pushed back her next appointment to 1:30 to make room for my extended service. This was the first time I heard that my appointment was going to take longer than expected. She assured me that I would only need an extra 20 minutes for my hair to dry once her other client arrived. However, I ended up waiting for 40 minutes with curlers under the heat while she worked on the other client. It became really hot and uncomfortable for me, so I asked if I could be moved. Even after the move, I still had to wait another 30 minutes. As you can imagine, keeping the curlers in my hair for that long made it look ****** puffed up and strange. As for the color, I do think it&#**;s an improvement from what I had before, but it doesn&#**;t quite match the photos I sent her. When it was time to pay, **** whipped out her iPhone and did some quick math. She showed me her calculator screen with a total of $775. I was completely shocked.I couldn&#**;t believe it was that expensive. If I had known this would cost $775, I would have definitely turned it down. I felt like I had been ripped off. I left around 3 PM feeling pretty down and extremely puzzled.Emotional & Financial Impact: The experience at Mary&#**;s salon not only ended up costing me a significantly greater amount of money (more than twice the budgeted amount) but also left me feeling extremely embarrassed, violated, and humiliated. Being conscientious about my expenses as I save money to help my family, it was really disheartening to spend $475 on this incident when I could have used that to support my loved ones who are in a tough situation. This whole thing has affected me emotionally. I&#**;ve spent most of the weekend crying, and every time I see my hair, it reminds me of this awful experience and makes me feel really regretful. Conclusion: **** is friendly and experienced. However, not having a price list in her salon or online and being unclear about how much things cost and how long they take were huge issues. It made me feel like she broke my trust and violated ethical standards, which cost me emotionally and financially. By making this claim, I hope to prevent other customers from enduring the same ordeal. Additionally, I kindly ask for a refund of *at least* 50%. Even with this refund, she would still cover the cost of the products used and her time, being compensated at a more reasonable rate of around $96 an hour, IMO more acceptable than the extravagant $193/hour I had to pay.

*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. ↩