Complaints

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hair appointment March 8, 2024. Price paid was ****** Booked appointment for Root Touch-up and Partial Highlights. Stylist recommended to add low lights to accentuate highlights. Hair turned out all-over dark and over-processed. Darker than when I walked in. I was in the shampoo bowl a long time.I spoke to the owner; ******, who offered another appointment to repair 5 days later. I was concerned about damage, ****** assured me that the treatment would not compromise the health of my hair. I spoke about my hair's texture and concerns. Returned to salon for appointment, 4-1/2 hours there and my hair was treated with a strong treatment that stripped my hair then highlighted with a bleach substance. It was again highly over-processed, this time the damage was extensive and the color came out exactly what I had discussed that I wanted to avoid. When the stylist was doing my hair I expressed concern about damaging it. I now have very damaged hair that I cannot get a brush through and noticed hair loss around face hairline due to breakage. I had to book a stylist elsewhere who told me it was over-processed, damaged, and found grey not covered, bleed marks and bands. I now have a great deal of cost and time in repairing the damage. Hair is long and I have to cut it short in order to manage it while it grows out. I was charged high-end price for inexperienced service. I asked ****** for refund.

  Business response

  04/02/2024

  My last contact with ****** was a text message that I sent her to contact me via phone and to come into the salon so I could see her hair first hand. In the first two photos ypu will see her hair after she left the salon the second time, we used a Malibu CPR treatment to remove the tone which does not damage the integrity of the hair at all, we followed by a 10vol lightener to slowly lift her hair, that is why she was there for so long. 
  The third and fourth pictures are of her in her car and the next day, which as you can see her hair looks nothing like when she left Razmataz.
  I did not call her back when she did call, I apologized to her when she text me. I am busy as my manager is out right now. When she text asking for a refund I asked her to call me and to see if she would come in the next day si I could take a look at her hair first hand.
  We take our guests hair integrity very seriously at Razmataz, we use everything to not damage hair. I asked ****** to come in and show me what she was talking about, please let me know how we can amend this.
  Regards
  

  Customer response

  04/03/2024

  Complaint: 21514655
  
  I am rejecting this response because:

  It is not true that I went elsewhere before the photo. There's no way I would attempt or be able to have gone for another coloring by the next morning. See timestamp on the photo attached.  I went to another stylist for deep conditioning but that was March 25th, photo of dated receipt attached.  

  I wasn't aware there was a security camera filming. Please forward the entire footage of my conversation with the ladies ************ desk and that will solve everything. I conveyed my dissatisfaction as fair and politely as I could while telling them I was not interested in coming back to the salon.  

  This wasn't simply a hairstyle that was unsatisfactory.  This is damage which requires time and money to repair. I would not make a complaint or ask for a refund if it wasn't a severe problem.  

   

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

  Business response

  04/10/2024

  I am not trying to get you upset or agitated, all I have seen is a picture of your hair the day after you were at the salon that you took, I did not say you went somewhere else.... Then I asked for you to come into the Salon so I could see your hair to give you a refund, I have not said I would not give you a refund.

  In ***** it is against the law to record voice with security cameras.

  Please contact me via the Salon to schedule a time to come in and we can amend this. 
  

   

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