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:30/11/2023

  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.

  On July 20, 2023 I met with Rafael for a consultation on a perm. We had a good discussion, and he said he would be willing to perm my hair. On August 1, 2023, I arrived for my appointment at which time he said he didn't want to do my hair, and referred me to his associate. I told Rafael that my consultation was with him, as such, I prefer he do my hair. He agreed.
  
  Rafael started to roll my hair on the rods in a manner which I felt was not the best, and I asked him to alter his technique (I've had my hair permed many times before). I provided solutions (lifting the elastic off the hair with a plastic stick, which I brought with me). He didn't want to do so. Throughout the process, he was very abrupt and rough in the way he was managing my hair, the way he kept banging my chair with his legs as he maneuvered around (4 times in a row), the way he pulled the overhead dryer away from my hair while my head was still in it. His body language and perming techniques were very horrible and bothersome but I couldn't do anything about it as I was in his hands.
  
  The perm turned out terrible, with unnatural dents in the root area (because he didn't use the plastic sticks), and there were sections which were not saturated properly, as such the hair strands were straight.
  
  When I returned to discuss the results, he acknowledged the issues, but denied it was because of his faulty techniques and denied I asked him to use the plastic sticks. He agreed to redo my hair and said I could come in after waiting 2 weeks. I knew it was too soon to put more perm solution in my hair. I subsequently called him on a few occasions to discuss the matter further as I didn't feel comfortable that he really wanted to fix my hair and was afraid of further issues and damage. After giving it full consideration I decided I would go elsewhere to get my hair fixed. I informed him that I would appreciate a refund as I felt better going elsewhere. He refused to refund my money.

  Business Response

  Date: 22/12/2023

  On July 20, 2023 We have welcomed ***** ****** for a consultation regarding a perm service. She was assigned with one of our best stylists who has more than 20 years of experience, as mentioned the consultation was a success, and she requested to schedule an appointment for the service. On the day of the appointment ***** had many concerns with Rafael, hence, Rafael asked if she would be more comfortable with another stylist, which then she refused and wanted to stick with the original stylist she was booked with, Rafael. 
  The techniques stylists use are different from one another, therefore it is understandable why she would feel “not the best” considering she’s not familiar with all the techniques, however, a stylist who has been in the industry for more than 20 years, is accustomed to his own techniques, altering that could limit the results he gives. Midst process ***** hands the stylist a bag which contains plastic stir sticks, suggesting to wrap the rolled hair with the stir sticks, Rafael refused, as any professional hairstylist would. The reason why her suggestion was not considered is because any service that involves certain chemicals, it is unprofessional as well as unsafe to use outside sources with the service as it may alter with the results, damage the hair, become reactive with the solution on the hair, and many more ways it would obstruct a successful result for the service. Rafael kept a very professional stance, he continued with the service very professionally, There was no kicking, no co-owner would behave in a manner which would be damaging to his own equipment, Rafael was merely checking the process of the hair under the hairdryer every once in a while, until the drying process was over, the behaviour of the stylist was kept professional as the evidence from our surveillance cameras would prove. ***** paid, had no complaints after the service. After passing a week, ***** requested for the perm to be redone, Rafael then suggested that it was still early and should wait for at least 15 days of passing, she agreed. After two weeks ***** refused to come back for her appointment. She complained about her hair after a month had passed by not only about the section she was not satisfied with but the whole result. We cannot take responsibility for how well kept and maintained the hair was after our part of the job has been completed. After three months ***** contacted our salon once again, now requesting a full refund, which was denied, reason being, Rafael did a full service, which she had no vocal complains about up until a week later, failed to show up for her requested appointment, and for the main reason, she had failed to take the necessary steps to maintain her hair, which does not fall under our responsibility, and in no way proves our abilities as a business.       

  Customer Answer

  Date: 28/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is inaccurate and misrepresents what actually happened:

  1)  Why would I insist on seeing Rafael when I came to get my hair permed if I had concerns about him, as they state? I was happy with the consultation as such I made an appointment to get my hair permed by Rafael. When I arrived, to my surprise, Rafael immediately stated he did not want to do my hair, and wished to pass me on to another stylist. I was taken aback, and told him I had the consultation with him as such preferred he work on my hair. He agreed. 

  2) Why would Rafael agree to correct the perm if he felt there was nothing wrong with it? When I came for the followup a week later he initially tried to blame me for the poor results, saying that I did not take care of my hair, but after listening to me he acknowledged the MULTIPLE issues I had, and agreed to remedy them.  As we planned the next steps, I told him we have to take "baby-steps" so as not to cause other problems - he agreed. I never requested to have my hair re-permed a week after the initial appointment as he states as the hair needs to regain its strength before perming it again. Even waiting two (2) weeks is too soon.  I have been having my hair permed for decades as such I have learned a few things and know how to take care of my hair.

  After thinking about our initial followup and subsequent telephone conversations, I was not comfortable in going back to him, and eventually decided to go elsewhere. I didn't, not show up, for the appointment as he states; I called and canceled the appointment as I was nervous about the timeframe and other matters, including his attitude towards me.

  Another surprising thing Rafael said to me out of the blue during our follow-up is "I respect your mother (she referred me), and I respect you too".  Why did he say this? What caused him to disrespect me to begin with? His actions and statement towards me when I came for the perm were lacking in respect, for some reason or another.

  It is true what I said about him hitting the chair I was sitting in four (4) times with his knee as he moved back and forth, and it is true that he abruptly moved the overhead dryer while my head was still in it, regardless of whether the video camera captured what he did. As this was happening I stayed quiet, as I was becoming concerned *** ******** *******

  As for the plastic sticks: they have been used to do perms by other professionals, which is why I brought them. He did not want to use them, as such I did not insist. I let him proceed as he wished because he is the professional whom I relied on. When I had the followup with him, he denied that I even asked him to use the sticks!  When I insisted that I did make that request, he conceded. 

  Please note that It is not always easy to assess the quality of a perm, or a haircut for that matter, immediately after the service, especially if there is mal-intent, which I sadly believe to be the case here.  The main reason for my complaint is not to get my money back but for Rafael and for you (BBB) to know that what he did was disrespectful *** ************** to say in the least.
  

  
  
  
  Sincerely,
  
  
  
  ***** *****