Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/28/24 I went into Ochoa Salon & Spa located in *************** for an appointment to color my hair from brown to ****** for a wedding. The hairstylist, ******** stated she could make it work. She bleached my hair and when she added the color to it, my hair turned out orange on top, pink in the middle and blonde on the tips. She then proceeded to dry and flat iron my hair even after I said multiple times that its not the color I asked for. She just stated that there was nothing she could do because my hair was rejecting the color. I then told her I was not leaving looking like that for a wedding and asked for her to try to fix it with a darker color. She became upset and walked away and had someone else mix a darker color and apply it. When finished she blow dried my hair and flat ironed it and my hair was so puffy I had to go back home to re-straighten it before going to a birthday party. The Salon still charged me $263 even after expressing how displeased I was with the experience. I went in at 9am and left at 3:30pm, missing the Bridal shower and going in 1 hour late to a birthday party that were both scheduled on that day. I tried contacting the manager, *****, twice and was finally able to contact her on the third try. She acknowledged the experience and stated that I was overcharged for the service to begin with! A total of $85 overcharge due to a "miscommunication", yet I was never made aware of this. Instead of refunding me, she insisted that I go back into the Salon and they can try to fix it. At this point the wedding is tomorrow, and I do not feel comfortable going into the salon again to have them further damage my hair. I am completely appalled and mortified at this experience and more so at the lack of integrity from this Salon towards their customers. I feel that I was robbed of my money and would like to get help in retrieving my money back from these people.

  Business response

  10/25/2024

  Thank you for bringing this matter to our attention. We take client feedback seriously and strive to provide the highest quality of service at our salon.
  
  Recently, we had a client who requested a transformative hair color. Our team identified that the client had previously used box dye, which can significantly affect how hair responds to professional treatments and can result in multiple sessions to reach the desired end goal. Understanding the challenges this presented, our skilled stylists made multiple attempts to achieve the desired color while prioritizing the health and integrity of her hair. The client then requested to darken her hair, to which we did so.
  
  Despite our best efforts, the client was not satisfied with the outcome, and we are disappointed that her expectations were not met. The client refused to come back for another session, which we highly recommended and explained that it would be free of charge.
  
  We always encourage open communication and would have welcomed the opportunity to discuss her concerns further and explore possible solutions.
  
  We are committed to continuous improvement and ensuring our clients have positive experiences. Thank you for your understanding.

  Customer response

  10/25/2024

   
  Complaint: 22381822
  
  I am rejecting this response because:

  They are not taking responsibility for the fact that they tried to send me out of the hair salon with 3 different colors. The only reason I asked for a darker color was so that I dont go to a wedding with orange, pink and blonde hair! 
  

  They state they wish I communicated with them. I called for the manager 3 times and finally hunted her down at another location, expressed my concerns and still said there was nothing they can do other than have me come back.

  Why would I go back when my hair is fried to the point of it falling out? It cant handle any more chemicals than the 6.5hours of chemicals it already received. 
  

  Instead of acknowledging that their hairstylist didnt know what she was doing they are trying to cover it up. People stepped in multiple times to try to help her and I know from other hairstylists that they all recognized she didnt know what she was doing and her attitude about it was completely unacceptable! Have they tried asking their staff about what they witnessed? Because they all know and have been talking about it. 
  

  They are not giving me any other option other than going back in for them to further damage my hair? And they think thats a solution? 
  

  They are not even addressing the fact that the manager acknowledged they over charged me for the whole service and have yet to refund me even that! 
  

  So absolutely not, I do not accept this response and would like to escalate it further. 
  

  Thank you,

  
  Sincerely,
  
  Nahiomi Pagan

  Business response

  01/03/2025

  The BBB heard from the business and they issues a full refund

  Customer response

  01/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Nahiomi Pagan

*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. ↩