Complaints

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction - March 27, 2024. I paid this individual (Linda K. - stylist/owner) $600 to color, highlight and trim my hair. The results were devastating, to say the least. Sadly, I even had a consultation with this stylist one week prior to my appointment to ensure she was well equipped to handle my hair, and she still managed to butcher my hair. I returned to the salon 2 days after she colored my hair to show her how after ONE wash, the color and highlights were uneven and brassy (that's putting it nicely). What was her response? Linda simply stated that I needed to style my hair and "apply heat" for it to look decent...that my hair texture was to blame. Meanwhile, Linda's sister/employee had the audacity to ask me "why did you wash your hair already and are you using quality shampoo?" and then her assistant said "well, your hair looked nice when we styled it" - essentially, the salon staff tried to imply that I was at fault - which is clearly false and so unprofessional. I am not one to leave bad reviews just for kicks or to be *****. If this individual would have offered to redo my hair or give me a refund, instead of blaming me for her mistakes, then I would be more forgiving. This is not how Linda (owner) handled the situation. I am embarrassed to be seen in public, because of what she did to my hair.

  Business response

  05/30/2024

  Dear *******,
  Thank you for taking the time to share your feedback on the Better Business Bureau. We value all input from our clients and strive to ensure everyone has a positive experience at our salon. I would like to address your concerns in detail.
  Firstly, I acknowledge that your transaction occurred on March 27, 2024, and your complaint is being submitted nearly two months later, on May 19th. While the price you mentioned is accurate, I respectfully disagree with your statement that the results were devastating and that your hair was butchered.
  When you came to us for a color correction, it was clear that your hair was already in a compromised state. Prior to your appointment, we offered you a complimentary consultation during which I suggested that, in addition to the color correction, you consider a smoothing treatment to address your dry and frizzy hair. This treatment would have helped achieve the desired results. However, you declined the smoothing treatment. Your complaint primarily focuses on how the color appears on your dry hair, which might have been mitigated had the smoothing treatment been accepted.
  We dedicated six hours to carefully and meticulously addressing the issues, upholding our salons commitment to quality and detailed work. Upon leaving, you expressed satisfaction with the results, and we have before and after pictures of your hair, which I have attached for your reference. Your hair looked beautiful when you left the salon.
  When you returned two days later, we took your concerns seriously. We explained that professionally styled hair can appear different than air-dried hair, and our intent was to guide you on maintaining your new color and highlights. Our questions about your hair care routine aimed to understand the issue better, not to place any blame.
  Your review mentions that you would have been more forgiving if we had offered to redo your hair or provide a refund. This suggests that your primary concern might have been seeking monetary compensation rather than finding a solution to the issue. We always aim to resolve any dissatisfaction and would have welcomed the opportunity to discuss possible solutions with you at that time.
  You also stated that you are not one to leave bad reviews, yet over 80% of your reviews on ****** are negative towards other businesses. This pattern raises concerns about the consistency of your feedback.
  Despite your stated dissatisfaction, you scheduled a touch-up appointment today but did not attend. If our service was as unsatisfactory as you claim, its unclear why you would consider returning to our salon.
  We are committed to providing excellent service and are always open to constructive dialogue. If you would like to discuss this matter further, please feel free to contact me directly. We hope to resolve any issues amicably and restore your confidence in our salon.

  Customer response

  05/30/2024

   
  Complaint: 21733558
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

*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. ↩