Complaints

• Initial Complaint

  05/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  4/29 for $57.08.I asked Capri College for a haircut service. The college dyed my hair without my consent and forced me to pay for a dye service. I also did not even know my hair was being dyed, as they falsely communicated to me the services they were completing. I voiced my concerns several times regarding the service, that I was uncomfortable and also voiced that I was stressed out. It was an extremely violating, disrespectful, and dismissive experience. Capri College has already been contacted by myself, and they refused to provide a resolution.I am happy to provide more context and details.

  Business response

  05/27/2022

  "*** actually called when I was helping cover the front desk to book her appt. When she called, she said she didn't know if she needed a toner or an all over color but she wanted to go copper. I told her I would put it in as an all over color to reserve her a longer time slot just in case. I told her when she got here the instructor would let her know if it could be something that could be done at the bowl as a toner or if it would be best at the bowl. I told her that what she was describing sounded like they would do it as an all over color.   The instructor and student I asked about it said when she left that she was raving about how much she loved it.  I have included two pictures. The one of her on the skateboard is the one she used as her INSIPRATION PICTURE (because she REQUESTED a hair color service) and the other picture is how it turned out.    When she got ahold of me, she told me it was too dark. I asked if she color come in for me to look at it and told her if it's just a matter of being too dark, I could do a vegan treatment to lighten it a shade or two. She stated that she had already used an over the counter clarifying product to lighten it and now it feels like c*** and she was blaming us for that. I said with all due respect I do not condone and over the counter hair products and if I would have been able to talk to you prior to YOU making that decision we could have rectified this.   I told her because of the fact she already took matters into her own hands there was nothing I could do for her. I told her I did not recommend doing any chemical changes to it to alter the color at this moment because she emphasized that whatever she used on her own really dried her hair out.  I told her if she came in we could help advise her on some deep conditioning products to help repair and hydrate it.   She was not interested.   She went as far to tell me that she was supposed to get married that next day and she canceled her wedding.  When It was clear she was not getting her way she then told me she only wanted a haircut and she felt forced to color her hair.  I said I actually happened to be the one who booked your appointment for you when you called and I remember our conversation.  She told me she would never be back and hung up on me.     Obviously, we would never force anyone to get their hair colored." 

  Customer response

  06/08/2022

   
  Complaint: 17217544
  
  I am rejecting this response because:

  Honestly, the response from Capri College is extremely difficult to address because they have gone through extreme lengths to lie and fabricate a response, while contradicting themselves in doing so. I am 100% positive this response contains mostly fabrications, and I could literally go under oath in court regarding these fabrications / what actually took place and know that Capri College would be committing perjury if this were submitted in court. The point of that sentence was to just demonstrate my level of confidence in the response being a fabrication and lie. It is disappointing that a business would lie like this and not take accountability, so I will be submitting an account of these fabrications to the *************************.
  
  First of all, the description of the phone conversation just is not accurate. I am against coloring hair, do not color my hair, and have only toned by hair. I would have never consented to a coloring service had I known they were dying instead of toning my hair, and I definitely did not say anything along the lines of I dont know if I need an all over color, because I never wanted to dye my hair. I was told a toner service would need to be charged for a color service because of the length of my hair. The response you have described is implying that toner and color are two different services, which is what I have been told by two different former Capri College graduates as well as two Aveda stylists; however, when I tried to complain that I received the wrong service/treatment, the manager argued that they were the same thing. All of these contradictions make it difficult to argue your case and trust the response. Also, it is disappointing an inaccurate account of the phone conversation was given.
  
  Secondly, I was never even offered a toner service at the bowl like you are describing by the instructor. I had no choice during my appointment on the service I was receiving, the color I received, or the length of time of my service. I understand this is a teaching environment, but customers are not models with no control over their appointments. I was never given choice or options.
  
  Third, I never raved about the loving color. That is a complete fabrication and is ridiculous and disappointing. I told my stylist ******, and even another stylist nearby ******* that I did not like the color, and they had recommended washing my hair until the color came out. The instructor had not ever asked if I liked my hair at all actually. She just signed ******* clipboard and then I went to checkout. I did not even want to pay for the service then because of this extremely negative and violating experience, but I was told the manager had gone for the day and that I would have to address my negative experience and ask for a refund via call on Monday. I wanted to be respectful of their business processes and followed what I was told.
  
  I do not recall ever being offered deep conditioning treatments either. I only recall her discussion of the vegan lightening treatment, but that the manager advised against using it.
  
  The response uses extremely offensive and immature language to describe the situation, such as she was not getting her way, implying that I retaliated like a toddler. Revealing additional information is not retaliation and is an attempt to provide the full truth, as it is was unfortunate that multiple unfair and negative events took place during this appointment, as this was an extremely shocking experience for me.
  I did at the beginning of my appointment request for just a haircut service. That request was not respected. I did also make several attempts to back out of what I believed to a toner service. I voiced concerns with the cost, the color chosen, the time it would take, and recommending just a hair cut service. I voiced to the student and instructor this is stressing me out, I dont think this is right multiple times, and more. Never once was a concern addressed. I have text messages timestamped to my husband during the appointment detailing my experience as well. I said I needed to leave multiple times, and no one would take the product out of my hair and help me in any way, making me an unwilling participant in this experience. The entire experience kept me there unwillingly for at least 3.5 hours, despite asking to leave multiple times and letting the stylist know that I was missing work.
  
  I feel the language used in the response is quite ablest and ignorant. It is completely possible for a hair stylist to coerce/wrongfully persuade someone under false intentions to do something that they do not want to do. My requests for a haircut and concerns regarding the direction of the service were not respected and were ignored. Doing so makes someone feel out of control of their appointment and the environment and can shut down/overwhelm an individual with mental disabilities, such as Autism, PTSD, Social Anxiety, and more. I would hope this is a learning experience for Capri College to take accountability and become more inclusive to others experiences.
  
  There are also other small details that are fabricated, such as my hanging up. I ended the call amicably and discussed our being unable to find a resolution during the conversation. Also, I cancelled my wedding a month out, not the next day, because I was insecure of my current hair color.
  
  Because of these blatant attempts to fabricate a response, I cannot take this response seriously, and it is extremely disappointing. I again ask respectfully for a refund, which is not even enough for the amount of damage caused by the appointment and now this experience. Also, the response provided by Capri College does not make an attempt to reach a resolution. Please do not fabricate any future responses. Thank you in advance!
  
  Sincerely,
  
  ***********************************

  Business response

  07/12/2022

  We stand by our original response. 

  However I was told by management to offer a refund so we don't have to deal with her anymore. 

  Due to the outrageous complaint and refund, this client is not welcome back to Capri for future services.  
  

*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. ↩