Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday December 6th I called the Color Bar a Kristen Decker experience to set an appointment for Saturday December 7th. They sent me a link to send a picture of my current hair and what I would like to do then called me back to have me come in at 5:30. I accepted because I normally get off work at 5:30. Unfortunately I did not and called them when I got off work and apologized. They said I could come by and pick up shampoo and come in Saturday at 12:30. When I arrive Saturday they paired me with a stylist name **** who started on the strand test to see how my hair would lift and process. They said it was fine and proceeded through the appointment. During this time **** and the other stylist **** kept showing me two very different colors of where my hair was processing. Already being nervous I told them I wanted to see what it looked like when we washed everything out. After they washed my hair out they applied a dark tint in the hair. At this time I started panicking and crying because I could see my hair was purple. When I asked them to blow dry it again you could see it was purple. They attempted to fix it again and when they sat me down it was at this point **** stated she made a mistake when they washed the tint out and should have acknowledged it when I brought it up. At this point I had been in this salon 6 1/2 hours. When I went to pay, still assuming there is some type of charge for the appointment I was offered another appointment for **** to fix my hair. I was told it would be $220 for Saturdays visit and a $40 deposit for the next appointment. I asked to speak to the owner. When I informed her I would not pay for a follow up visit she threatened to call the cops, called me a liar, and raised the price. I paid and left. Sunday December 8th the owner Kristen Decker used my pictures as advertisement calling my hair a success when I asked for the pictures to be removed I was again called a liar and threatened with harassment and blocked on all social media.

  Business response

  12/12/2024

  Dear Better Business Bureau,
  
  
  We are writ*** to formally respond to the complaint filed by ****** ******* regard*** her visit to our salon on December 7, 2024. We take all customer concerns seriously and strive to maintain transparency, professionalism, and the highest quality of service. Below is a detailed account of the events and evidence to refute the claims made by *** *******.
  
  Overview of Services Provided
  1.Initial Consultation:
  *** ******* reached out to our salon seek*** a color correction service. Dur*** a phone consultation with the owner, she provided multiple inspiration photos and was informed that achiev*** her desired look might require multiple sessions due to her history of at-home color***. Specifically, she acknowledged the challenges of remov*** red tones from her hair and agreed that her results might not match the inspiration photos immediately.
  2.Test Strand Appointment:
  *** ******* was scheduled for a test strand on December 6 at 5:30 PM. She called at 5:25 PM, stat*** she would arrive 2025 minutes late. Given our clos*** time of 6 PM, we were unable to perform the test strand that even*** but extended a courtesy by offer*** her a complimentary clarify*** shampoo to assist in prepar*** her hair.
  3.Service on December 7:
  *** ******* arrived early for her appointment, and the test strand was completed. The stylist, confident in the results, proceeded with the color correction service, which involved multiple steps. Throughout the appointment, the stylist was in regular contact with the salon owner to ensure all processes were handled properly. At no point were any guarantees made about achiev*** the exact results from her inspiration photos.
  4.Outcome: *** ******* hair was significantly improved, healthier, and shinier than when she arrived, as evidenced by before-and-after photos. Upon completion of the service *** ******* stated that she would like to see more Copper on the ends of her hair and around her face. The stylist explained they had reached the conclusion of the that days appointment as it had been 6 and 1/2 hours and the stylist had already stayed 3 hours passed clos***, but she offered for her to come back for those additional colors she would like to see. *** ******* was prepared to schedule another appointment with **** despite her claims that the stylist was inexperienced and had already damaged her hair. 
  
  Address*** Specific Allegations
  
  
  *** ******* has made several false and mislead*** claims that we would like to address:
  1.Alleged Mistakes:
  *** ******* has claimed that mistakes were made dur*** her service. This is untrue. No stylist admitted to any wrongdo***, and all steps were performed professionally. The only instance *** ******* may be referr*** to is when she insisted her hair be washed before ton***, which was against the stylists recommendation.
  2.Allegations of Inexperience:
  Despite her allegations of inexperience, *** ******* tipped the stylists and requested a follow-up appointment. These actions contradict her claims.
  3.Defamatory Behavior:
  After the appointment, *** ******* refused to pay a deposit for future services and became verbally abusive toward staff, us*** vulgar language such as f *** idiot and dumb b*. This behavior upset both stylists, one of whom was brought to tears.
  Follow*** the appointment, *** ******* began post*** false and defamatory reviews online, creat*** multiple ****** accounts and enlist*** others to post fake reviews about our business. These actions have damaged our reputation and are be*** addressed with the appropriate platforms.
  
  Photos on Social Media
  
  *** ******* has raised concerns about photos shared on our social media accounts. To clarify, the photos were edited us*** professional editorial apps to blur *** ******* face completely, ensur*** there was no way to identify her. These photos were shared with the sole intention of address*** her public accusations that her hair was damaged or destroyed, which were untrue.
  
  The photos depicted the beautiful and professional work completed by our stylists dur*** her appointment and showcased the significant improvement in her hairs condition. Additionally, the before photo was provided to us by *** ******* herself.
  
  These photos were removed from our social media accounts on December 10, 2024, to avoid further conflict. At no point were the photos shared maliciously or with identify*** features visible. They were simply used to demonstrate the quality of work and professionalism of our team.
  Support*** Evidence
  
  We have compiled the follow*** documentation to support our response:
  Photos show*** *** ******* hair before and after the service, which clearly demonstrate the improvement in her hairs condition.
  Screenshots of photos sent from *** ******* of her hair before and the inspiration photo that we told her we were work*** towards, but did not guarantee it would look like in one session. In addition, we have included those photos as a full image and a Screenshots in effort to show *** ******* phone number to prove that she did fact send these photos to us.
  Additional information we are prepared to supply if needed to further assist in the investigation process
  Video surveillance footage of her appointment and interactions with staff. Whiteness account of 3 adults who were there for the entire event. 
  Records (POS, Square screen shot) show*** the discount provided to *** ******* ($45 off her service total) despite her outburst and verbal abuse toward our staff. You will see *** ******* should have been charged $285
  Signed copy of *** ******* credit card receipt show*** what she was charged. $240 (this reflects the discount of $45 given) 
  Screen shot show*** *** ******* stat*** it's not even the hair so much its the way the owner handled the situation Screen shots of fake reviews *** ******* and herself have continuously made on our business page.
  Our Request
  
  We have been in business for over six years and take pride in be*** a top-rated salon in our community. *** ******* false allegations and defamatory actions have caused harm to our reputation and created unnecessary distress for our staff. We kindly request the BBB review the evidence provided and dismiss this complaint as unsubstantiated. Additionally, we welcome any guidance on how to protect our business from similar baseless complaints in the future.
  
  
  Thank you for your time and attention to this matter. Please let us know if you require any further information or documentation.
  
  
  Sincerely,
  Kristen Decker 

*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. ↩