Complaints

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I saw Macecia the owner. I had pics of the color and cut I wanted, she said she could do it. She charged me $160 and I left with 2-3 wks of what looked like new growth(noticed when I pulled back). The color dark, boring and drab, she told me it would lighten up in a few days, which it didn’t. She has me come back, I told her I didn’t want the blunt cut in the back and it was still to bulky and to break it up around the face. She practically did the same cut she did the first time, the difference from when I first came in was several inches in length and nothing else. The girl turned me away from the mirror as she blew it dry. I let Macecia know I was leaving and she didn’t say anything about looking at it, I was beside her the entire time. Looking straight at it it was fine, but later when I pulled it back it was ugly brassy gold and still looked like I new growth. I was so upset I waited until today to message her about it(day after). I asked for a refund. She said she had a sign up she didn’t refund color, I didn’t see it. She told me she’d put another toner it, I told her I was scared to come back and nothing. Macecia is the owner with yrs of experience and I received the service of a beginner. After 2 visits my cut and color are nothing like the pics I showed her. I do not recommend her! No one should pay $160 for a halo with one color or any amount then be told you’ll get your results later, which never happened! She said she had a sign up that she doesn’t refund color, apparently she gets a lot of compliments on her color. The 2 times I was there I didn’t see a sign!

  Business response

  06/09/2022

  I saw ***** on May 19th and we looked at photos and I was asked to cut her hair and color it like the photos. I told her since it had been over a year that she may not be as blonde as the photos and that it may require a toner to make her previously colored hair match her newly colored hair. Everything seemed fine when she left. 
  She contacted me a few days later and said her hair is not bright enough. I told her to come back so I could look at it. I kept getting excuses daily from her saying she couldn’t make it because her car was broken down. It took her two weeks to make it in. She finally came in on June 7th. On June 7th she told me how much she hated the toner, and I reapplied foils around her face, lifting them to a blonde color with no toner, because she didn’t like the previous toner. She also asked me to re-thin her hair this visit, which does not cut length off, only makes it thinner. I asked her if it was fine after we dried her hair and she said yes while walking away quickly to the door. The next day I get a message saying she wanted a refund and hated her hair. None of that was expressed in the salon before leaving.  I offered in a message for her to come back so I could tone the sides that she thought were too brassy. She refused, told me she didn’t trust me, and asked for a refund while the salon does not offer them per the sign on the front desk where people pay. But I offered several more times to fix it and she threatened me with a bad review if I did not issue her money back. 

  Customer response

  06/14/2022

  
  I am rejecting this response because:
  She did not tell me she was putting a toner on my hair before doing it, I found out about the toner when the shampoo girl was toning it, which was to late to say anything. The toner grabbed dark and dull, my color looked drab and horrible. She did not tell me it would take several visits as she said, I’ve never had to have more than one visit to highlight my hair, because it is natural dark blonde or light brown. I showed her a pic of the color and cut, which she said she could do no problem. No one has used a toner on my hair since 90’s. I had my hair done by Layna in her shop over 2yrs ago with a over a yr of new growth just like this time and the girl didn’t use a toner and the color was good. I did go back though, because the same complaint here to begin with it looked like I had 2-3 wks new growth. Macecia is the person that did it, which all I wanted broken up around my face like this time, she didn’t use a toner either and I was happy with the results. I clearly asked that she get to the scalp I didn’t want it to look like I had new growth after getting it done. I tried to go back May 25th, but she said she leaving to pic her son up, I tried to come in June 3rd, but she said she said she was leaving early and I tried to go in Saturday June 4th, she said she didn’t work Saturdays, which isn’t true I found out and she’s closed Sundays and Mondays. I did have car trouble, it wasn’t a excuse. If she had discussed a toner before hand I would’ve told her no. If she would’ve told me it would take several visits I would’ve went else where. If I would’ve seen a sign she didn’t refund color I would’ve went else where, because to me that says she has a problem with color and customers being happy. She only offered once to do a toner, not over and over as she said. You aren’t supposed to take of length thinning, but she did. When the shampoo girl was through blow drying my hair, I tapped Macecia on the shoulder to let her know I was leaving. She asked if I like it and I said yes, she never offered to look at it. I was standing in front of her face, not walking out the door as she said. I was in the chair beside her, so she knew we were finished turning her back to me. The shampoo girl turned me away from the mirror when blow drying my hair and had me turned facing Macecia the entire time. My hair was straight down and looking at what I could see I was willing to settle, until I pulled it back later that day and saw the brassy gold still looking at what looked like new growth, the only reason I went back. The only time Macecia mentioned multiple trips was when I went back and nothing the first visit. My first visit to her she brought up my visit over 2yrs ago, so she remembered me, I reminded her Layna did it with only one visit as everyone else had done in the past. I was getting highlights, there was nothing to match up, if the process was done correctly the first time. She said she was going to put a lighter on it the last visit but didn’t. I think she used a toner to hide the brassiness the first time. When Macecia did my hair on the 19th, she told me after she styled it, that it would take a few washes for it to lighten to the color I paid her to do. I paid $160 to be told I’ll get my color in a few washes, never happened. How many chances does she need to get it right, it was a one color highlight and nothing more. My hair cut and color looks like I went to a hair school for students to practice on. My hair was halfway down my back and now its at the shoulders which is not the pic she said she could do. This is the 2nd time I’ve ever asked for a refund on color, the other time many many yrs ago. Macecia was honest in her response about anything except she did my hair on the 19th. For $160 she should’ve gotten it right the first time, I shouldn’t have to give her a 3rd chance. My hair now is breaking off short around my face, because I had to go back a 2nd time. Instead of having her redo my hair, I just ask her to break it down around the face, it looks like she stuck most of the hair around the face instead of weaving it like before. I now have to pay someone else to correct my hair. 
  Sincerely,
  
  ***** ******

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