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:20/02/2024

  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.

  On March 14, 2023, I went to Artisan Hair Salon, where the owner offered a discounted rate of $200 for hair colouring services ahead of my birthday. The owner assured me he could achieve the evened out brown-tone copper highlights look based on reference picture. However, the highlights deviated significantly from my expectations due to inaccurate measurement of bleach and developer. The owner kept adding more bleach to the mixture while highlighting my hair, resulting in uneven colour of the highlights. When questioned, not only did the owner dismissed my concerns but also asked me to leave if I had any issues and still proceeded with adding bleach and developer to the already mixed mixture, which lead to unevenly toned highlights.
  
  Throughout the process, I reiterated my preference to avoid an orange tone, but my concerns were ignored and during the hairwash they applied an orange tone copper to my hair and my hair did turn orange in fact. The owner rudely told me to wait until the hair dried for the real colour. A middle eastern blow dry was imposed, resulting in highlighting the orange look even more. When I voiced my displeasure, the owner became aggressive, using offensive and abusive language. Attempts to address the issues post-service were met with disrespect and demands for an additional $150, which I couldn't afford as a student.
  
  Unable to rectify the situation, I left with unsatisfactory hair, ruining my birthday celebration. The salon owner's egoistic behavior and refusal to acknowledge mistakes left a lasting negative impact. My aesthetician's degree allowed me to recognize errors in the process which is why I questioned but my concerns were dismissed because he thought I didn’t have the knowledge. Upon comparing prices of the same services with different salons, I found out that the actual rate was between
  $125- $150. The reason why I am complaining about this so late is because I never knew you existed and was just recently told about you.

  Business Response

  Date: 27/02/2024

  Firstly, the customer initially requested a copper colour, and it was her decision. The customer immediately paid the amount without any complaints on the day of service. However, the customer returned three days later, expressing dissatisfaction with the colour and demanding a refund. I explained our policy of not providing refunds for services but offered to correct the colour for them. I would like to also note that the customer is demanding a full refund, citing dissatisfaction with the colour. However, the $200 charge not only covers the colour but also includes charges for the haircut ($45) and blow-dry ($45). Despite this, the customer left and returned with a friend, causing disruption in the store. I asked the customer to leave, reiterating that a refund would not be issued. Unfortunately, both the customer and their friend resorted to using racial slurs and offensive language. Witnesses were present. I had to call the mall security to remove them from the store. It does not make sense why they did not raise any concerns on the same day of the service but chose to return with a friend three days later, causing disturbances in the store. They even went to the extent to have their friends post negative reviews online, submitting false complaints. This conduct has affected my business. If I had possessed the customer's information at the time of the incident, I would have pursued legal action in the small business court against them for their behaviour and for making unfounded claims about my business online.  

   

  Customer Answer

  Date: 28/02/2024

   I am rejecting this response because:
  
  
  This pure lie.. I paid after the services because he made it very humiliating and embarrassing for me. Also the $200 didn’t include no hair cut because I clearly remember the disappointment and dissatisfaction I had after they washed my hair from the hair colour. I also expressed my dissatisfaction with the hair colour there and then, right in the beginning when I showed them what I want and what I don’t want (the orange copper tone), during the hair wash, when they made me sit on the chair for hair dry. right after but he said that because it makes me look different, I don’t like it and also just coz I wasn’t willing to pay I was doing drama, so I left. The reason why I had to come back in on the following day was because I was their last customer and when I went to the washroom to show it to my boyfriend and discuss things with him, by the time I came back they closed.. The so called rukus he’s talking about never happened.. when he refused to fix my hair and asked for the additional money if he had to fix them, on the same and the following day, I told him that I will sue him for ruining my hair, I’ll take him to small claims court and he said “ do whatever you want I don’t care” and asked me to get out. I told him that I was going to sue him and he said try me and asked me to get out as it was his store and if I didn’t leave, he threatened me to call security and was shouting and using foul language for the same. There was never no friend that went in with me, because it was my issue and I needed it resolved. I had also filled a complaint with the mall security desk for the same, but they said if he didn’t physically harm you or threaten you, they can’t do anything really and suggested I go to small claims court to resolve this. I was just too exhausted and humiliated so I came home and I couldn’t do anything about it until I was told about BBB. Also there was no foul language used. I never used any abusive slurs because where I come from, we respect elders even when it’s hard and abusive slurs are not allowed to be used or tolerated, so I can vouch that I never used no abusive slurs. My tone could’ve been loud for him to feel intimidated but no abusive language. Also the “witness” he talked about is none other than his employee who I won’t even consider as a witness because in was working in a club, when I met him a couple months later in a club/party, said that “he (the owner) did wrong by you for your hair”. The ****** review thing, I never posted no ****** review about him, neither did any of my friends and if he could screenshot and send the hypothetical ****** review of my friends and I, it would be great because I haven’t seen any proof provided by him so far.
  

  All this still doesn’t change the fact that I had a 2 tone hair colour- orange copper on the crown and golden blonde on the back and that only happened because he messed up with the ratio of bleach and developer, by mixing more bleach to an already mixed mixture based on estimates. I gave you proof for  my hair, can he give me a proof of me going there with my friend and creating a rukus?