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:09/26/2024

  Type:Service or Repair 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 September 18th 2024, I texted a stylist ******* for a hair coloring. We were able to communicate via text about the color I was looking to get and provided pictures of what I was looking for, to be sure this could be done. ****** assured me that she could and scheduled the appointment. I paid $397 for bleaching and coloring in my hair, the amount originally was $400 but I didn't have $3 on card, which I offered to pay that in cash. She refused and said it was fine.The horrible experience started where I expressed the bleach slathered on my forehead and side of my head on the skin was burning and she washed it off. We then proceeded, she added the color, rinsed and it was still blondish/ light color purple, after 3 hours. I saw final results it was nothing near what I had wanted to which I had communicated, and she offered to fix it by putting more color over it. I left in tears, as this was an extremely long time to not get what I paid for. After I came home, still upset, I decided I did not want to get my hair redone by her because if it wasn't done right the first time, I didn't trust it would be done right the second time. I then decided I was going to ask for a refund, the day she offered to re-do it, she and her boss denied it. My mom called to ask to speak to her about it and was treated rudely, argued with, and ***** the owner, said she was just mad because she wasn't getting her money back. She continued to yell and tell my mom that she was there at the time and ****** did the work for 3 hours whether she (I) liked it or not. She hung up on my mom and ****** immediately texted me with her response. I have included the text message that was sent by ****** * provided all pictures. It is very sad and hurtful that as a young consumer, I had to experience this and not feeling confident that adding more color would have secured the end result. They were very rude and disrespectful to me and just would like to get my money back to fix my hair elsewhere.

  Business Response

  Date: 11/04/2024

  On September 12 ****** ******* (aka ****** *********, ****** ******) booked a consultation at 5280 Salon with a stylist to get information and pricing on services for her hair. At that time she was asked if she had used any previous color on her hair and she said no. The stylist quoted a price range of $400.00-$450.00 and ****** agreed to the pricing and booked her next appointment for September 18.
  On September 18 the stylist started the services,  and at the lightening stage the stylist realized that ******s hair had been previously colored, which now becomes a different type of application. The stylist asked ****** again if she had previously colored her hair and she said yes. The stylist had to go a different direction to try to get the results they had discussed.
  After spending several hours on ******s hair , the results were not as vibrant as the color she wanted (due to the previous color on her hair) so the stylist and ****** agreed that she would come back the next day to put another application of color on ******s hair. At the time of payment ****** shared that the credit card on file had been lost so she provided a different card which declined at the time of service. The stylist reduced the cost of the sale so the card payment would be approved. ****** said she had a $50.00 in cash to cover the difference, but the stylist said to not worry about it because we do not have cash in the building to provide change.
  ****** was very excited about her hair and told the stylist she was happy and that she would be back tomorrow to finish to process as she left the salon.
  The next day ****** sent a text message to the stylist personal phone that  she did not want to come back in and she would like a full refund for the services that were provided. The stylist asked the owner what should she do and was told that because she had received the services she would not get a refund. We gave ****** the opportunity to come back and get a more vivid color but she did not want to do that.
  
  

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22316600
  
  I am rejecting this response because:

  The client is my daughter,  ******* I am the mother of ****** who contacted them owner and was present after ****** came home visibly emotionally upset, not knowing what to do to fix the issue and they were especially sad that after paying so much money,  she didn't get close to the results they were looking for.

  The card declined for $3 and only because the bank has its charging limit.  Not because the card was lost. It is untrue that ****** was excited about the results, hence the phone call, i wanted to make to the salon to discuss options for resolution. The owner,  and manager became very defensive the minute i asked her name and became very rude, she kept talking over me and finally I responded with "wow, I can tell this conversation isn't going to go anywhere and won't end well. You're unprofessional." She responded with " no,  you're just mad because you're not getting your money back."  And she hung up on me. Not too long after the owner hung up, my daughter recieved a rude text message from the stylist and confronted her about the refund. 

  I knew we weren't going to get any cooperation at that moment, and I decided to contact BBB. 

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