Complaints

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (Please see the attached letter that was previously sent to the the corporate office) I had been going to **** Mitchell for over a year when I was surprisingly "banned" from the school. My previous experiences have been fairly decent. I was a "member". I have a head full of thick curly hair. Every time I booked an appointment I'd ask for a student that is comfortable with styling African American hair. I had requested the same thing since I started going to the school and it was never an issue before. Suddenly it's not ok to request this because they they claim that every student is trained to style all hair types. It seems that overall the staff at **** Mitchell is only concerned with the students getting experiences and but has little to no regard for the customers that actually make it possible for the students to have this experiences; and depending on what students you get, some of the instructors don't step in to help the students when they are struggling. My main issue is not that the school may no longer be a good fit for me ( I actually agree and have started getting my hair done by a licensed stylist again, which is so worth the money. I learned that my hair wasn't thriving at **** Mitchell and was actually damaged from color and students trying to use roller brushes on my type of hair) but how the news was delivered to me. Initially the news was delivered by a receptionist. I then asked to speak to a manager and got a woman named *****, the school director . She was extremely arrogant and rude. When I asked for an explanation she refused. I also asked her if I could explain my side of the story which she didn't allow and proceeded to hang up on me. I thought it was important to know how one of the instructors treated me. This incident was very catty and I truly no longer wish to step foot in that school again. All 6 people that I referred that have hair textures similar to mine have also decided to not renew their memberships as a result of this incident.

  Business response

  11/30/2022

  We are a cosmetology school where students training for their license are doing hair services under the supervision of our licensed staff. We are regulated under the ** state board.  We do not discriminate against race, religion, ***, gender, age. We are a one size fits all establishment.  When we have customers that make demands to only be served by a certain group of people, we explain that all students are learning and will be advised on all hair types and styling methods under a licensed teacher supervision. We also allow the students time to practice and develop those skills and the discounted services we offer are a reflection of the potential extra time and flexibility a customer may have to commit to when using us. This customer had repeatedly made students and teachers feel uncomfortable by being aggressive, over demanding. There were more than one occasion that we asked for mutual professionalism and patience.  When she took the students hair tools out of their hands aggressively to attempt to do her own hair, at that point we explained that we were not the right fit for her and invited her to search elsewhere for a salon.

   

  Customer response

  11/30/2022

   
  I am rejecting this response because:
  LIES LIES LIES AND MORE LIES. I would never ever take the tools out of anyones hand. In that particular instance the student was STRUGGLING to detangle my hair. I OFFERED to help her detangle my hair. She didnt mind my help and gave me the comb. When her instructor noticed that I was assisting the student, she stepped in and said that they did not allow clients to help in detangling hair. Thats when the issue occurred  because like most instructors at **** Mitchell she was extremely rude. Ive had several great experiences with students and **** Mitchell, I even bought Christmas gifts for a few and I ALWAYS tip well. I also really like a few of the instructors; ******, ******, etc. The fact that this business (*****) can tell such lies on a client is truly baffling and very telling of the culture at this institution. Not only are they not fair to everyone, students have also complained to me that they feel as though students of color are not given the same educational opportunity as other students. I see that this isnt going anywhere and I refuse to go back and forth with liars. Again Im glad to NEVER return to this establishment.  

  Business response

  12/01/2022

  Again as a school and the documentation from my staff and students we have asked the customer to find an alternative business to have their hair done.

   

   

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