Complaints

This profile includes complaints for Changes Salon & Day Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Changes Salon & Day Spa

  1475 North Broadway Walnut Creek, CA 94596

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  Changes Salon & Day Spa

  1475 N Broadway #195/201 Walnut Creek, CA 94596

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:09/06/2022

  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.

  VERY important event on Sunday, September 11, which I made very clear to **** and the Changes Salon team before and after my appointment. I then drove 2 hours from ********** to Walnut Creek and back to keep my appointment at 11 am. on Sunday, September 4, 2022. I was very anxious about this appointment because 1) I had never had a professional hair coloring and 2) I was hesitant about the cost of the service. Because I had such an important event to attend, I decided to have a "professional salon" cut and color my hair. BIG mistake. I had emailed a VERY SPECIFIC PICTURE to the salon, as requested, earlier that week so they could see EXACTLY what I wanted. When I arrived, I was told that their expert stylist, ****, would be able to match the picture. After some discussion she explained, then talked me out of doing the "all over" highlights because "less is more". She showed me hair color swatches and chose the dark brown hair color with "blonde" highlights. I told her that was too dark and that my natural color was LIGHT, GOLDEN BROWN. She then went to the next one, which was "medium brown". I still thought it was too dark but deferred to her because she is the professional. She then chose the "ash blonde" highlights and said it would look better just on top instead of all over. Again, I deferred to her expertise. While washing, she needed to "tone it down" because SHE didn't like the way it looked. Again, she's the expert. During styling, I thought it still looked dark, but trusted her. Final product: cut turned out okay, but hair color WAY TOO DARK. Looked okay in the digital picture, but realized, after I got home, that it was NOTHING LIKE THE ORIGINAL PICTURE. In other words, I HATE IT! Salon originally offered to fix the color, then reneged. Now I am left with NO RECOURSE. They won't correct and I can't afford to spend more money somewhere else. Charged $355. Want a refund of $200. Don't trust them to correct.

  Business Response

  Date: 09/16/2022

  Team Changes strives to exceed guests expectations, and in this case, we believe our Hair Stylist did provide what the Guest and Stylist aligned upon, taking into account the budgetary concerns the guest expressed multiple times during the consultation and service. 

  
  The Stylist discussed with ****** that in order to get closer to the look of the inspiration picture we would need to do a Full highlight (highlights throughout the Full head of hair). ****** and the Stylist agreed that due to the budgetary concerns, they would forgo the Full and do a Special Effect Hilight (highlights through the top section of hair and around the face).  They proceeded with a Color (to color the base and cover grey) and a Special Effect Highlights (to add brightness and dimension).  We also only charged this guest for a Bang Trim, even as we cut more than the Bangs to get her closer to the inspiration picture and lessening the cost further. 

  
  When the Stylist was done with the service, the guest exclaimed that It looked just like the picture! and was very happy with the results. Many people witnessed this sentiment. 

  
  When the General Manager followed up with ****** (after the initial complaint), ****** expressed that she was unhappy due to her hair being DARK, DARK, DARK BROWN/BLACK and that she wanted her hair to look like the inspiration "copper highlights over dark brown hair".   The color formulation used was a combination of Dark Blonde and Dark Blonde/**************, so it seems very unlikely that her hair would be Dark Brown or Black.    

  
  ****** encouraged us to look at the After picture the Stylist took, which is attached, instead of her coming in (understandably as she does not live in the area) or sending her own pics, which showed the results that made her unhappy.  Looking at the After picture the guest asked us to look at, we did not see the dark brown and black mentioned and at that time requested additional pictures to see what the guest was seeing. The picture sent, did not provide any clarity and was hard to see and was very zoomed in.   No additional pictures were shared when requested by Management, ending the possibility of moving forward. 

  
  Team Changes tries hard to make each guest happy though when the desired service seems to be provided, we need to be able to see the concern to determine a solution.

  Business Response

  Date: 09/19/2022

  Please see the attached.