Complaints

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the transaction was 02/05/2022. I made an appointment to get the keratin smoothing hair treatment service completed on my hair that is naturally curly. On their website the treatment is described as “keratin complex smoothing treatments reduce curl, target weak spots, and reinforce the hair’s structure, helping to repair damage, block humidity, and reduce frizz while leaving hair soft, silky, shiny and smooth. Can last up to 5 months.” My hair was washed, then blow dried and a product that I thought was the keratin treatment was placed in my hair. I sat for 30 minutes and then my hair was blow dried and styled with a flat iron. Once finished I asked the stylist for recommendations on which products to use once the 72 hours was over as the stylist instructed I could not wash or tie up my hair. She recommended products for after care of a Brazilian Blowout but she stated it was the same process and I went with her recommendations since she is the expert. In total I paid $419.20, service, tip, and product cost all included. Once I washed my hair and used the purchased products it was as if the service was never completed since my hair was at the exact same amount of curl as before the service was even done. The stylist had even asked me if I wanted my curls completely out. I took photos and on the website for the company it states that “No refunds or credits for service will be given but our stylist will ensure you are 100% satisfied with your result.” The results for my service were that my hair was left the same exact way as before I had even done my hair. The products provided actually made my hair fallout which I also have photos of. I put a dispute with my bank for $315.20 and the salon is refusing to reimburse me. I only request that amount since I figured I paid for the products and blowdry service that was completed but now I want to be reimbursed fully. I feel like they defrauded me. I want to warn others about this service so they can avoid them.

  Business response

  03/01/2022

  This particular guest did come into our establishment and did have the service, however we never received any calls or complaints directly from the guest.  She has written complaints on numerous review platforms.  It is our policy to accommodate guests and we want our guests to be 100% happy with the outcome of their service . We do give guests a week to call us with any areas of concern with their hair or service.  This particular guest never reached out to us with her concerns and never allowed for us to try and rectify.  I have spoken with the stylist and manager at that location and no communication has been made by this guest.  
  

  Thanks,

  Customer response

  03/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No offer was made only to come back in which the stylists I've dealt with know I live an hour away and have a ***************. I no longer trust the salon and will not allow them to touch my hair again. My family is active-duty military and with these recent world events I've been occupied in making sure ** ******* and family are okay. I will not make contact to go back to a salon that I do not trust. As I mentioned before they can keep the money I spent at the salon, the reason I made numerous reviews on different platforms is so others know about the service since I myself could not find one review of anyone completing that service in the salon and having a good or bad outcome. At this point I have made my peace with it and just know not to go back to the salon in the future. I have found a military spouse who will be helping my hair recover from what was done in the salon. 
  
  Regards,
  
  ******* ******

*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. ↩