Complaints

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a consultation on 1/5 where Victoria color matched extensions to my existing hair. There was no discussion of changing my existing hair color during this appointment. After choosing extensions, she ordered the extensions on her own card and asked that I Venmo her $470. We scheduled the install for 1/19, which Victoria cancelled on 1/18 because she ordered the wrong product. We rebooked for 1/26.While installing, Victoria noticed the extensions were the wrong color. My hair is brown, and the extensions are blonde. Instead of admitting she had made a mistake, Victoria wanted me to spend more $ and change the color of my existing hair to match the blonde extensions. She said she didnt have time to do that until *****, so I would have to wait 9 weeks. This appt cost me $350, which she again requested I Venmo.I reached out to her again on 1/28 and told her the extensions were not the correct color, and asked if we could fix the issue sooner. She said we would need to wait until she could do a full color on 3/30. A few hours later, I received a notification that she cancelled the appointment on 3/30 with no explanation.I saw another stylist on 1/29 for help. This stylist saw that I already had ******************* on my scalp because the extensions were installed incorrectly. She had to remove the extensions and reinstall. I spent an additional $600.On 2/16, the extensions that I purchased from Victoria began unraveling making the hair unusable. Victoria advertised that these extensions should last 2+ years, but the extensions that I purchased from her only lasted 3 weeks. I have made multiple attempts to contact Victoria, but she is completely ignoring me. I also reached out to the owner of the salon who will not intervene because Victoria is a private entity.

  Business response

  03/12/2024

  BBB of Metro *******, ******, & NE *******,BBB of Metro Atlanta, ******, & NE *******,
  
  
  In regards to this claim, I am here to defend myself and my business on behalf of this situation. Here is the breakdown of the timeline of events. January 5, 2024, I had a consultation scheduled with ***************. In the beginning of the consultation, she expressed her displeasure about her previous hairstylist as she was unsatisfied with her hair extensions. Within this consultation, we discussed the service I would be performing, prices, and we color matched her hair to sample hair I have. I ordered her hair through Halo Couture Extensions, as they only service to professional hairstylists. She then Venmoed be the money for products. At the end of the appointment, we scheduled her next appointment with me to install extensions and cut hair to blend. Her appointment was originally booked with me 1/19, however, they had sent me the wrong type so I had to exchange and then her new appointment date was set on 1/26 for the same exact services. At the appointment, I showed her hair extensions and I placed them by her head to see if she liked them and she said, yes! I then explained that once I take them out and sew them in, I could not return them, and she said, okay. Throughout the execution of the service, I asked questions like comfort of bead placement, where the rows would lay, and if she liked how they blended and laid with her natural hair straight and curled and she said, I love them! She then booked her next appointment with me for color and reinstallation of the hair extensions as it is maintenance. Throughout the appointment, I had an eye witness there that watched the service from start to finish. Two days later, she had messaged that she was unhappy with the color, which I did not do but texted back and offered to put a toner on them and we can work on it at her next appointment. An hour later, I go on ******** and she had posted on a huge ******** page about her dissatisfaction and asked for someone else to fix her hair as she said I was unavailable to help her until   April which was not true. She never texted me back after I offered to make it right. On 2/17, I received a voicemail from her credit card company asking for the money for her hair extensions she purchased from me. Then on 2/21, she sent me pictures of her extensions ruined by the stylist she had gotten to take them out for her from ******** post. Her extensions still sewed into her hair, and a very long message, a threatening message, about how she would slander my name and my business if I dont give her her money back. I immediately called my business insurance, and they advised me not to communicate with *************** any further. Now I have received a letter from BBB about a complaint she made. I feel as if I have been harassed since January, and she is threatening my business and my bosses business. I would like to resolve this case. 
  
  
  Sincerely,
  Victoria *******

   

  P.S- I had to send screenshots to bbb email because it will not send.

  Customer response

  03/13/2024

   
  Complaint: 21351370
  
  I am rejecting this response because:

  Victorias response is simply untrue. As Victorias client, I relied on her professional opinion to color match my hair when she ordered the hair extensions. We did not discuss coloring my natural hair to match blonde extensions. At no point in time did Victoria make sure these extensions were the correct color or warn me that they were unable to be returned. Returning the extensions was never presented as an option. Victorias only solution upon discovering that the extensions were the incorrect color was for me to pay to change my natural hair color when she was available the first week April 2024.

  When I contacted Victoria again about the color of the extensions not matching my hair on 1/28, I told her that I know she was booked until the first week of April 2024, but I was hoping to work something out sooner. She responded by saying that we would ultimately need to wait until she could do a full balayage color on my natural hair. Because I couldnt wait 8 weeks to have my hair fixed, I reached out to a local recommendation group and asked for a stylist that could help. I never named Victoria Mengoni or ********************** during this process. Next, I received notification that Victoria had cancelled our future appointment on 3/30, further indication that she was unwilling to provide assistance. Furthermore, the stylist I saw after Victoria is an exclusive extensions specialist and did not ruin the extensions. 

  I have made two attempts to contact Victoria directly, one attempt to contact the salon owner, and my credit card company has reached out to Victoria once. As a client paying for a high value service, this was not harassment but an appropriate amount of times to reach out to Victoria to try and get help. Copies of my attempts to contact Victoria are proof that messages were in no way threatening. This situation could have been resolved in so many different ways had Victoria been willing to prioritize an appointment to fix her mistake. Finally, other reviews have been left citing similar experiences with Victoria including low quality extensions and damaging color service with no solution offered by Victoria or the salon. This is an hostile and unacceptable way to treat clients which is why I am exercising my right as a consumer to reach out to the BBB.

  
  Sincerely,
  
  *************************

  Business response

  04/01/2024

  Unfortunately I have already showed my proof that I did reach back out to make things right, she never responded back to let me make things right and went to somewhere else. Therefore, at that point it was out of my hands. I have shown proof that she has slandered my name and my salons name on social media after she had threatened me which I showed proof of that as well. I truly wish the best of luck to *************** as I no longer would like to do this back and forth. Best of luck!

*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. ↩