Complaints

• Initial Complaint

  09/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My boyfriend and I got our hair done here on May 14th, 2022 for a wedding that he was best man in. We were both given chop jobs that weren't even close to what we asked for. I was still made to pay full price. I made a review on ****** about the bad experience, and the owner asked us to call, but when I called my number was seemingly blocked. I added that to my review and left things at that. Now, 3 months after the fact, they sent a letter in the mail to each of us postmarked 8/25/2022. Each letter had ONE $20 gift card for either location with an expiration date of 8/27/2022. So they expired even before we got them! I was just going to leave things as they were, but this is a slap in the face, and now I want a FULL refund of my $110 which I can prove was paid with a bank statement.

  Business response

  10/05/2022

  September 16, 2022

  *****-**** ********* was here on May 14th 2022 with her boyfriend.  They both had appointments for an upcoming wedding they were attending.  They both got haircuts and *********** also got her hair styled for the event.  

  Unfortunately due to being short staffed along with having a completely full day we were running behind on some of our appointments.  We couldn't immediately attend to their appointments but got them started as soon as we could.  *********** was taken not long after her scheduled appointment and he boyfriend was taken after her.  This provided an ample amount of time to discuss anything about her hair that she disliked and would have given us time to try to correct any issues at hand.  

  As for the "chop job" , I was never given any direction as to what she was looking for with her HairCut.  I asked about her lifestyle and she said she has not had a professional haircut in over two years.  She told us that they work from home although didn't specify what type of work they do.  

  One of our other Stylists did say that they looked at several different pictures together on ****** that her boyfriend likes.  Tina proceeded to cut ***********'s boyfriend's hair to mimic the picture he liked while *********** was getting her hair styled.  We noticed that when *********** looked over at this haircut she seemed unhappy with what he had picked out and mentioned that it looked "really short" . Tina tried to explain that it was based off the picture he had told Tina that he like the most.  Unfortunately ***********'s attitude had changed and she was not pleasant.  She paid for her boyfriend's services and left.  

  Sarah has been doing hair for 20 years and specializes in Woman's Cuts and Colors.  Tina has been professionally doing Hair in the Beauty Industry for years and specializes in many different Hair cutting styles, which includes Men's cuts.  

  In regards to a blocked phone number, we are completely unaware of that issue as no one in the Salon has ever had to block a clients personal phone number or even attempted to do such.  

  When we have First Time Clients, we normally send a "thank you" $20 Gift Card out in the mail a bit after their appointment.  This is just a Thank you for coming to our Salon and hopes of them returning.  The Gift Cards that we mail out as a "Thank you" normally have an expiration date to try to entice the customer to come back in roughly 2 weeks to a months time frame.  We wish it would have arrived to them before the expiry date but the postal service is backed up and slower than usual as well. This was in no way in regards to ill feelings from her services that day and we wish she would have called to ask about the Gift Card so we could have extended the opportunity to lengthen the time available for it.  

  Normally we do not offer refunds for services rendered.  Under most circumstances we offer to try to fix the issue that may have come up with another appointment but unfortunately this would not have been helpful for this situation.  Like we have explained earlier we were not running on schedule like we try to do.  Certain things come up in our Salon that can make different days more involved than others, especially when it comes to being short staffed or having time intensive color corrections.  We tried to remain in contact to try and understand what they were looking for and how we can do our best to not have this happen again but we were met with aggressive social media posts and irritation about the Gift Card that was sent to her.  

  Thank you, 

  Respectfully

  Kimberly A. 

  Customer response

  10/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  They lied. We do not work from home, nor did we say we work from home. 
  And after I saw my boyfriend's cut and noted that it was a lot shorter than he had mentioned to me, I never gave the workers any kind of attitude. As for no direction on my hair cut, this is also a lie. I told her I just wanted a nice trim, and a very simple curl for the wedding. She cut to below my ears, when my request was 'no shorter than my shoulders'. I know the BBB can't do much else with this specific request; but it's nice to know that this 'company' will give bad service, and then lie about the customer to cover their butts.

  Regards,
  
  ****************************************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went into indulge salon for a consultation about hair extensions on May 12th I was told with the picture that I showed that she would be able to achieve that style and promised that hair length and thickness. I then had my official appt on May 31st. I left mostly happy until I was home in natural lighting to see how messed up the color was. My natural hair did not blend whatsoever with the extensions so I spoke about my unhappiness over text to Kimberley and I was getting the run around about getting back in to the salon to fix the issue. Finally an email was sent by my mother and we had a dispute over email as well. I was told no refund was possible and she would try to resolve the issue so we finally made an appt and she colored my hair and cut it to blend more. She charged me for the color when it was her fault that it was not right to begin with. There was still lines through my hair showing red color, she said “that will just be there” so I went home and tried to like it but I kept seeing how the color was still messed up and now how damaged my hair had become from all processing. I’ve let it go and been pulling my hair up because I was told no refund was possible. weeks go by and my appt for removal/upkeep was August 10th at 4:00pm. I unfortunately was running late 20 minutes because I was caught up at another appt. I had called before 4:00 and let the receptionist, Ryan, know that I was running late she stated she would let Kim know. So I walk in at 4:20 and I’m told after hearing chatter and anger from Kim’s voice that she does not have time to do my hair because the receptionist didnt let her know and she had filled my time slot. The receptionist, Saundra, then stated she can’t get me in for a while and asked me what I wanted to do. I basically was left with no options because the extensions needed removed and put back up because they begin to pull on your natural hair. I walked out extremely unhappy. I then got my hair done, still unhappy. 2400$ Later.

  Customer response

  09/01/2022

  My complaints have been fixed by the business. 

*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. ↩