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:01/12/2023

  Type:Product 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 got tape hair extensions (Fah brand) and hair colour done on October 12, 2023 at this salon. I was also forced to purchase a leave in conditioner there, they said it’s a MUST. I paid cash and didn’t get a receipt - from what I recall it was approximately $700 or even more.
  I washed my hair a few days later and it was all tangled, even after I applied the leave in conditioner - I was not able to brush through the hair. The quality of the hair was horrible and unmanageable, took me more than 2.5 hours to style it. Also, 2 tape sandwiches slid and were hanging in my hair.
  I sent a message to Fah on October 19 and they asked me to come in. They tried to tell me that I didn’t take care of the hair properly. I said I wanted them off asap as this hair is not normal, I had extensions before and never had this issue. Of course, they blamed me and said let me show you how to style it. I said no, they insisted, but I declined their offer. They removed the tapes from my hair - pulled so much hair out!!! They said there is nothing they can do for me - they cannot reuse the hair on others so no refund.
  I was sad and left. They didn’t offer me any money back. I paid a lot of money and didn’t get the quality I was looking for.
  This didn’t sit well with me as I wasted money for nothing. I decided to send a text to Fah on November 25th asking for a resolution. She replied back on November 27th with this long message that said nothing - and basically their policy is no refund so nothing they can do for me.
  I said I would take this further and here I am in.

  Business Response

  Date: 21/12/2023

  Hi ***** ********
  
  While we’ve appreciated the time you’ve taken to leave us a feedback on Better Business Bureau Reviews in an attempt to express your disappointment with your service with us, we are genuinely sorry to learn of your frustration and experience with your extensions and the service you felt you received from us; however, do appreciate this opportunity to address and clarify some of the concerns you’ve raised accordingly.
  
  On October 12th 2023, you arrived for a free consultation at 1pm booked with one of our Senior Stylists who conducted an an extensive consultation with you to discuss various methods and brands as to what you were actually looking to have done.
  Upon assessing your hair vision at that time with your Stylist, they had offered you a few different brands of hair *******, *** etc.. and our own personal brand of hair, you decided that you wanted to try our brand in Tape-In Extensions.
  We had informed you that we were fully booked for that day, and you were only booked for a consultation, you insisted for us to squeeze you in for a root colour wash and blow dry and to get your hair extensions installed.
  We tried our best to accommodate you and informed you that you would have to wait for approximately 1-2 hours and you decided to wait, you were not forced you insisted on us doing your hair.
  
  Your Stylist had then taken the time to explain that our price list for extensions vary based on the brand, length and volume installed.
  
  We, at Fah Hair Extensions, have always conducted ourselves with authenticity and a genuine morality wherein honesty and transparency are among some of the principles our foundation has been built upon through the years and we’ve been continually distinguished as such within the community.  It’s always been something we’ve consistently striven to maintain, and its why our Policies are clearly outlined online and at the bottom of each invoice/receipt issued.
  
  That being said, after you had the extensions for approximately 1 week you contacted us to let us know you were having difficulty with styling your hair and 2 of them had slipped, we booked you in right away to accommodate you.
  When you came in we told you we would fix the 2 that had slipped and we would give you a free complementary wash and style to show you how to style/maintain your hair extensions.
  You were undecided on whether to take them out or keep them in as extensions require more effort and maintenance.
  After giving it some thought you requested for us to remove them, at that point we had advised you we can remove them free of charge and you can reuse them at any another time as extensions are non refundable once installed due to sanitary purposes, and regarding your comment about being forced to give us a review or purchase any products you were simply asked, no one is ever forced to doing anything they are not comfortable with.
  
  
  And, while it brings us great displeasure knowing you were unhappy with the resolution you’d been provided, we also understand that sometimes a pleasant resolve isn’t always attainable despite our greatest efforts—And we’re sorry to learn that we did not meet your expectations in this instance.
  
  To this end, while we may not have been the right salon for you, we hope we’ve been able to clarify any misunderstandings you may have had.
  
  FAH Hair Extensions
  

  
  

  Customer Answer

  Date: 11/01/2024

  I just read the response from the salon and they are telling me nothing - same thing that I told you and nothing has been resolved.
  I would appreciate for the salon to resolve this issue and issue me a full refund before I pursue this case further.