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:08/01/2023

  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 7/27/23 I went into Illustra salon to get my roots touched up blonde (I’ve been blonde 4 years now). I showed the hair dresser Lauren and the owner Randy what my desired outcome was. This was the first time I had gotten color done by them but immediately I noticed 1. The owner smokes cigarettes inside the business so the whole salon stinks. 2.it’s cluttered and dirty which is a fire hazard 3.my hair was done incorrectly and turned out orange instead of blonde. 4.the owner made me pay for services way before it was finished because he was leaving the salon 5. The service was over priced 6. I had to return to a second salon the next day to fix what the hair dresser messed up 7. I had expressed my dislike and issues with Illustra hair dresser and owner and asked for a partial refund and the owner argued with me about it even after seeing the results. The owner stated over a message he would refund me some money but then never refunded me and ignored my messages. This business has health code violations as well. I have all the receipts and pictures. I am requesting a refund and some kind of investigation into this “business” and their supposed “hair dresser licenses” please. I have attached the receipt from the salon. Proof that I tipped her 40$ over *****, what my hair looked like directly after leaving the salon and what my hair looked like the next day after showering. I had even asked her prior to leaving if it looked orange and Lauren stated “no that’s just the lighting in here”.

  Business Response

  Date: 08/10/2023

  customer arrived with 4 in. of dark roots, picture was shown to stylist as to what was desired. A service was completed to satisfaction at the time of completion. if cost was an issue, the customer should have asked how much it was going to cost before the service started. The next day via facebook messenger we were sent 2 pictures, one of which her hair was pulled back. customer stated we applied the toner incorrectly and asked for a refund for the toner. her total for the services that were done was $235.00, customer used a coupon given to her at her last appointment which brought her total to $211.00. of that $25.00 was given as a refund, which is the full price of the toner. at this time she was asked to come in to see in person what the problem was, she refused, even after the stylist and the owner offered to address her concerns free of charge should it be warranted, customer still refused. customer then went to her sisters salon and had services repeated there, where she was charged for the services. we feel that we did everything we could to try to resolve this situation, including a full refund of the toner which she stated was applied incorrectly. then upon getting the refund customer became irate and swore, name called, and threatened us, then blocked communication so we could not respond. printed version of messages exchanged is available upon request.