Complaints

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New Hair Boutique Salon in ******, **. They agreed to not bleach hair on bottom half of head but did it anyway and used incorrect technique so I have 6 different shades of orange and yellow hair on bottom half of my head where it should just be the brown color that i came in with. They agreed to highlight the top of my hair and around face but used incorrect technique so the hair didnt get saturated with bleach and didnt have time to process so its not visible. I asked for brown root smudge and they dyed my hair red on top. I showed the pictures of exactly what I wanted (in person) and airdropped them per the stylists request after discussing it for 45 minutes (in person) with them in detail. They harassed me and told me it looked good even though they didnt do what I asked for and instead lied to me and did the opposite with improper techniques leading me to have splotchy, inconsistent coloring and incorrect placement of the incorrect colors. This is harmful to my person job as I have to work with clients and be presentable but now I cannot even fix my color for weeks due risk of damage and hair loss. This is fraud. I was forced to pay $380 for incorrect services and cannot get my hair fixed here at no cost because they are scamming people and harassing them after scamming them leading me to feel unsafe in their hands while they use harsh chemicals.

  Business response

  09/10/2024

  We always aim to provide a high level of service and satisfaction to all our clients.  The client performed an all over color on her own hair outside of our salon before she came into our salon for her service. Our licensed stylist was able to determine the client had colored her own hair before coming into our salon as well.
  
  At the start of the appointment, the stylist had a 45min consultation which the client agreed to the service and unfortunately, she was not happy with her hair results after 4hrs which happens at times with hair. We were more than willing to adjust the service at the time (it would have been an easy fix) for no additional charge but she continued to complain and insult us. This was after 4hrs of being worked already.  Services performed are to be paid for or it is considered theft of service which the police made her pay. We have policies that indicate if a touch up or redo is needed, we would adjust it at no charge which we were more than willing to do at the time.  The client refused and refused to pay.  During her appointment, our stylist was fully prepared to continue with the service by doing more than needed to achieve a desired results she desired for in an attempt to make her happy. 
  
  However, her ongoing instructions throughout the 4hrs of service and insults and refusal to allow the stylist to perform her work made it challenging to proceed effectively throughout the service. Additionally, her use of inappropriate language and disruptive behavior created an uncomfortable environment for both our staff and other clients. Due to the situation escalating, we had no choice but to involve the ******** police to ensure the safety and well-being of everyone in the salon. ******** County police sent 2 officers.  After the police hearing both sides of the store, the Police made her pay for the service and asked her a few times to leave the salon.
  
  We use professional line of products where only licensed professional can purchased and have been doing over thousands of hair colors for over 26yrs.  We are experienced enough to see, feel and determine that her hair was fixable at the time of service but at the end of her 4hrs service she decided she just was not going to pay for it or give us the opportunity to fix it. She basically wanted a free service which is theft of service and just tip the stylist.  Which she did tip the stylist once the police escorted her out.  
  

  We appreciate feedback but also ask that clients respect the professionalism and expertise of our team when they come into our salon.
  

*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. ↩