Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my hairstylist a text message stating how I would like my hair with a video included (chunky blonde highlights). And the result was definitely not what I asked for. The hairstylist brushed my hair very hard at the beginning of appointment and hurt my scalp, then proceeded to do so after bleaching my hair, while my hair was wet. I asked for my hair to be fixed shortly after it was done. I was told by text message that “the owners will contact you tomorrow”. By 10am, they still hadn’t called me, so I called them. After arguing with the owner for about 10 minutes over the phone, she advised me to come to the salon at 12:15pm so she could see my hair. She proceeded to make me feel as though I was crazy, my hair looks amazing, and that I wasn’t clear on specifying what I would like done to my hair, even though I had sent the stylist a video of how I would like my hair weeks prior. After arguing with her again for about 25 minutes and actually breaking down in tears, I was told they will not be refunding anything and that they would not be fixing my hair unless I paid for it. I was offered shampoo samples which they were out of because I, according to them, am not allowed to use drug store shampoo on blonde hair. I was given one leave in conditioner sample, and that was that. When I told the owner that the stylist brushed my hair very roughly, I was told in a very stern and pretentious attitude that “***** has been here since we started the salon and she is not a rough hairdresser”. I would also like to mention that the owner of the salon told me she is NOT a hairstylist, yet proceeded to try to give me advice on my hair.

  Business Response

  Date: 10/03/2023

  Hello 
  
  I would like to start off by saying this is our first BBB complaint or any accusations about one of our stylist being “rough”. I also would like to mention that our salon was given warning of Kimberly's reoccurring complaints when getting services, requesting her money back, from another salon. 
  She was known for complaining every single time she had a service done so she could get the next service for free. We also had her in the salon as a client previously and did a redo for her for free, months prior. 
  ******** also messaged ***** prior to her appointment asking if she could receive her service from ***** for free and pay her almost 2 weeks later when she had the money and proceeded to make a comment how she feels like “shit” after she gets her hair done because "then she is broke."
  I will attach text messages of their conversation to this file. ******** came to Adorn at the beginning of October with one of our stylists that gave her the service she asked for. ******** called and complained that it was too dark on the root and that is when we put her with ***** for T-zone foils to brighten up her hair free of charge. 
  Fast forward to March, ******** is messaging ******* personal phone number asking about getting a free service and telling her that she wanted blonde hair but in no contexts did she explain she wanted “chunky foils”. ***** informed her that the salon has a strict policy of paying for your appointment the day of and ******** agreed and kept her appointment time. 
  The day ******** came in for her appointment, the salon was fully booked so there were a lot of service providers that were in the salon that day and the day went great. ******** did mention that her hair looked a little bit purple while it was wet but ***** proceeded to tell her that once it’s dry that blonde will become brighter and Ashy. ***** was aware of the Kimberleys salon history, so ***** made sure to take photos of her hair in different angles. ******** left the salon extremely happy. 
  ***** has been a stylist for 18 years, so she is not new to the industry. 
  Within an hour of her leaving, ***** received a text message from ******** saying that she hated her foils that they were not chunky enough. ***** called me and made me aware of this conversation I told her to just let ******** know that the owner will be calling her tomorrow. I did not tell her at a specific time but ***** had to repeat herself twice that the owner will be calling her the next day. 
  ******** did call the salon early in the morning but we were all busy with clients so once I had a minute I did call her to ask her what the issue was. She explained to me that her foils were too dark but then she switched it up and explained to me that she was missing darkness in between her foils and then she also explained to me that she wanted them more chunky and that is when I expressed to her that that is more of a dated look unless you come to a stylist and specifically ask for that, you wouldn’t be getting that look at Adorn. In no time of her consultation did she request chunky foils. The conversation went really well I invited her to come in for one of us to take a look where she still was not pleased, and we booked a 1215 consultation appointment. When ******** came in to the salon I brought her in a private room so the matter could be discussed openly, I explain to her that she didn’t communicate to the stylist, that she wanted chunks and she got blonde like she requested. 
  She then proceeded to cry and tell me about her court dates coming up and about her thyroid issues and also about how expensive everything is in life. I did try to give her a little motivation in life and talked about positive manifesting as she proceeded to cry about her issues in her life. At this point I knew exactly what she was doing, and was trying to get a full refund in any way she could. I left the room to try to look for a free samples for her and then when I came back she randomly started Accusing my employee of being a rough stylist.
  After that accusation I was thrown off guard, what this complaint was about. This was never mentioned before, our stylist is very experienced. I did tell her that obviously our service providers are not able to give you a service where you can leave the salon happy, and that she will  have to find another place for her services in the future. At that point I opened the door so she could exit our business. 
  About 20 minutes after she left the building she again text ******* personal phone number saying that she will be contacting the Better Business Bureau if I don’t give her a full refund by the end of the day. And now we are here.
  We take complaints very seriously, and always redo a client when we get a complaint. At this point in the scenario we knew from the beginning we were going to have issues with this client trying to get her money back where she didn’t want to pay from the very start. We were very accommodating with her appointments where she has booked and cancelled multiple times, with no cancellation fees, and still proceeded to let her book in for a service going against our cancellation policy.
  I am hoping this doesn’t go any further than this. Our stylist and team is very upset with her talking so poorly about our business, and her falsely  accusing our employee of things that are that did not happen.
  

  I would also like to add that I am only able to attach for files, but I do have multiple pictures and receipts to prove our case.

  Customer Answer

  Date: 10/03/2023

   I am rejecting this response because:
  I am not sure where the owner is getting her information from as I had only seen one stylist before coming to Adorn (in 2022 for the first time) and she did my hair perfectly everytime and I paid her at the salon everytime by e-transfer. Unfortunately, she wasn’t sure what she wanted to do as far as her career, so she temporarily stopped doing hair for a little bit, and told me the girls at Adorn were great. When I met with the owner yesterday, I told her there was some miscommunication as to how I wanted my hair done, clearly. But I’m not sure how that could be because I did send ***** a text a few weeks proper with a video showing her how I’d like my hair done and stated as such. The owner told me, in regards to this, that my hair isn’t as thick as the woman’s in the video. Thickness of hair has nothing to do with it, I wanted my foils chunky and believe that was implied. As far as crying in the meeting with ***** yesterday goes, yes I was upset because I am stressed as I have a surgery coming up and told her that sometimes because of my thyroid issues, I have a hard time with brain fog and even speaking at times. I did not once mention how expensive life is, although it is but that was never implied. The salon as a whole has a very high school vibe to it, I’m a new comer and if I don’t like my hair, I feel as though I’m bullied and called a liar. ***** did indeed brush my hair very rough at the beginning, to the point where she saw me gritting my teeth and apologized for brushing so hard. Then did the exact same thing on my wet hair after it just being bleached. I have no reason to lie. The simple fact of the matter is that my hair was not done the way I specified, and when I send a hairdresser a video or photo stating how I would like my hair done, I believe that should be sufficient enough for her to know that’s how I’d like it done! I was not treated fairly, I was judged, I was made to feel as though I was crazy, a liar, a con artist and quite frankly I was bullied. As a matter of fact, I received a text from ***** at 10:23 this morning which read “You’ll be hearing from my lawyer soon”, to which I responded “Fantastic”. And I can attach a screenshot. The only thing I’d like is my money back at this point. The whole gist of all this is that I didn’t get the services I asked for, and that more than warrants a refund. 
  
  

  Business Response

  Date: 10/03/2023

  Again, 

   

  I do feel this was premeditated where she has done this to multiple stylist and she previously asked ***** if she could get a service done without paying. 
  her complaints were all over the place and it went from one extreme to the other and by the end of it she was saying things that were not truthful. She booked in for a half an a foils and she received that. Her colour and tone was what she also asked for and she did originally leave Happy when she exited the salon. Like I’ve said before we have heard from multiple stylist in the industry that she is a client known for this, we will not be refunding her money. I’m sad that it has come to this and I am also very disappointed for her slandering ******* name. 
  This is a very unfortunate situation that our business had to deal with someone like this but like I said we will take this as a lesson.
  

  Customer Answer

  Date: 10/03/2023

   I am rejecting this response because: what ***** Landry is asserting is simply not the truth, I had one stylist between 2020-2022 and before that, for years, I did my own hair but in 2020 wanted to go blonde and decided I better have a professional do it for me. My stylist and I , at that point in time, had a great rapport and she was always paid on time, and I never ever had any issues with the way she did my hair. I feel at this time, that Ms. Landry is actually the one who is slandering my name. If the money isn’t refunded I will be taking this to small claims court where I have proof of sending ***** a text message with a video, stating what I’d like to have done with my hair.