Complaints

This profile includes complaints for Shea Locs Natural Hair Studio, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shea Locs Natural Hair Studio, LLC

  1979 Jonesboro Rd McDonough, GA 30253-5972

• 

  Shea Locs Natural Hair Studio, LLC

  1000 S Lake Cir Morrow, GA 30260

• 

  Shea Locs Natural Hair Studio, LLC

  2929 Turner Hill Rd Lithonia, GA 30038-2500

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:01/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 visited the Cascade Road location for a loc repair consultation on 8.25.23, followed by an appointment for Small Instant Locs and Loc Resizing/Marrying-Half Head (Roots Only) on 9.27.23. Following my service I noticed the stiffness of my hair, yet I assumed this was due to the combining of the locs and that the locs would soften over time. Within three weeks I noticed the gaps in my locs and I contacted the manager at the Cascade Road location and she extended an opportunity for correction. Before starting the corrective service on 10.21.23, I was reminded that ************* was performing this service at no additional charge and I should be appreciative. My request was simply to mend the gaps in the locs, instead my hair was washed, and dried, and then all of my locs were maintained / repaired. It wasnt until others asked if there was extra hair added to my locs that I became aware that there was indeed additional hair added without my knowledge or permission. I again contacted the manager at the Cascade Road location, expressed my dissatisfaction, and requested to have the unwanted, artificial hair removed. I was redirected to the Southlake Mall location for this particular corrective service. On 11.4.23, before leaving the Southlake Mall location, I was informed that some of the hair was removed. As my locs have grown, the tight interlocking of the additional hair close to the root/base is noticeable in appearance and texture. In addition, there are still gaps in my locs and several of my locs remain stiff due to the artificial hair. There is a difference in the feel of my hair, as some of the locs feel fake, due to the added hair. I simply wanted to love my locs, now after this experience with *************, I dont even like my locs. This was a rip-off and not the $825 experience I should have received. I am asking that ******** refund me $504 for the additional loc repairs that are now required as a direct result of their negligence.

  Business Response

  Date: 01/11/2024

  On January 4,2024 the client had been fully refunded to the original source of payment. Though the stylist that initially performed the service no longer works at our company, we as the business has taken full accountability by offering to fix the issue as well as submitting a full refund. Management has tried to contact the client and have not been successful. When combining matured locs, it is required to get the proper maintenance to ensure the Locs mends together properly as this has been explained to the client. In some cases, the locs may not 100% fully mend the first time to which this process requires patience and additional maintenance. This has been explained to the client as well.

  Customer Answer

  Date: 01/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, it is unfortunate that I have since had to remove my locs and cut my hair off completely, as the interlocking of the the additional hair along with my natural hair did not allow for removal without substantial hair loss.  This has been a traumatic experience.

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

• Initial Complaint

  Date:12/12/2023

  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.

  In 2022, I signed up for hair services in which I had to put Half down, $100. Shortly afterwards, I requested my deposit back as I started to experience some severe health challenges and knew it was going to be difficult to fulfill my appointment. They refused to give me my money back, but rescheduled several appts for me until they told me I had lost my deposit. I spoke to the manager **** and recounted my attempt to get my money back because of severe mental health challenges. She finally agreed to set up another appt and stated she would call me back. Several days later I called her and she told me that her mgr stated that her decision was overturnd and I could not get another appt and the deposit was no longer available to me. My complaint is that the mgrs decision (****) was not honored by *******. I asked to speak to the owner, *******, but have never been contacted by her.

  Business Response

  Date: 12/13/2023

  We are a business of integrity. Due to the nature of ************* situation we have over extended our policy and allowed her to reschedule 3 times to which she requested. The service that she booked for requires 4-8 hours to complete to which at the time of cancellation we are not able to rebook the stylist effectively. This causes the stylist to not be compensated to which our stylists only gets paid off the work that they do. This is why we have a deposit policy.We given her a complimentary consultation due to her last consultation being out dated in effort to still accommodate *************. Attached is her history to show that she has canceled this appointment three times along with ********* policy in reference to our deposited services/payments. 

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 20998536
  
  I am rejecting this response because:  

   

  PLZ BE ADVISED THAT I JUST REALIZED I HAD RCVD AN EMAIL FROM U.    LET IT BE KNOWN THAT RIGHT AFTER GIVING THE DEPOSIT, I STARTED HAVING MENTAL HEALTH CHALLENGES AND IMMEDIATELY REQUESTED MY DEPOSIT BACK.   THIS IS BEFORE THE APPOINTMENT DATE.   THEREFORE, THE EMPLOYEE SCHEDULED TO DO MY HAIR HAD AMPLE NOTICE.  SECONDLY, ***** AGREED TO ALLOW ME TO RESCHEDULE THE LAST CANCELLED APPOINTMENT.    SINCE SHE REPRESENTS **** LOCS, ******* SHOULD NOT HAVE OVERTURNED HER DECISION.   THAT IS NOT GOOD BUSINESS PRACTICE.
  
  

  AS A SENIOR WITH MENTAL CHALLENGES AND DOING THE BEST AS I CAN, PLZ NOTE THAT I ATTEMPTED TO GET MY DEPOSIT BACK WHICH WOULD HAVE NOT ALLOWED FOR THIS SITUATION TO OCCUR.    PLZ, HAVE RESPECT FOR YOUR SENIORS.    WE HAVE PAID OUR DUES.    ONE DAY EACH OF U WILL SEEK ***** AND MERCY AS WELL.

  
  
  ********************************************

  Business Response

  Date: 01/18/2024

  Clients mental health state was not communicated initially with us. As we are a business of integrity, and as stated before we have offered the client ***** multiple times in respect to ********* policy.  

• Initial Complaint

  Date:12/05/2022

  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.

  The appointment was schedule in June and the amount of the service was about 230 dollars. The owner, ***************************** was already aware that I had a horrible experience at her ****** location in the Southlake Mall. So I went to her ********* location for a second opinion. I was scheduled with supposedly the lead stylist by the name of ****. We first did the consultation and she stated to me that she would repair my locs. She did not repair any of my locs, instead, she cut all my hair off in the front, top, and on the side. She reattached 4 locs. I emailed the owner after I was notified that the lead stylist who cut my hair off was no longer there and the owner made an appointment for me to follow up with her. When I got to the follow up appointment, the owner was so rude to me and tried to make me feel like, it was my fault that my hair got damaged. She washed my hair and attached 2 locs back to my head. She then lied and said she was going to follow back up with me. I have not received any response from her after emailing her multiple times and calling her shops.

  Business Response

  Date: 12/05/2022

  On June 9th, 2022 ************* came in for a Loc Repair Consultation to which this service was free.Client came with extensive breakage and missing locs that had broken off due to the breakage (see pictures that are attached). Due to the state of her hair, she was advised by one of our Georgia Licensed Master Cosmetologist to which was an Independent Contractor to cut her locs due to the state of her hair (See notes in attachments). On June 10th, 2022 ************** then pursues to seek another consultation at another location by one of our Georgia Licensed Master Cosmetologist at that location named **** to which was an Independent Contractor as well; again she was not charged for the second consultation. **** recommended options that require to cut, reattach, and restructure the weak locs and locs that had already were missing in order to repair them properly. ************** then proceed to set an appointment with **** on June 24th, 2022 for the services that was recommended. ************** services and pricing was explained at both consultations to which ************** agreed to receive when she booked the appointment. Attached is ************** appointment and service history along with the receipt of payment to which she paid in full after receiving the services on June 24th, 2022; as well as our Salon Policy Form to which ************** signed in agreement to receiving services. July 29th, 2022 ************** reached out to the business via email to which again we accommodated ************** with a consultation with our CEO *****************************, to which she is a Georgia Licensed Master Cosmetologist and Master Loctician. ******* had given ************** a free detox shampoo and condition service along with a Crochet Maintenance and two loc re attachment services; valued at $250 at no charge due to the previous complaints of customer service she had received from the previous two contractors that had serviced her. ******* again stated and recommended how ************* should move forward with caring for her locs. ************* thanked ******* for her service and customer service that she received from *******.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18480124
  
  I am rejecting this response because:

   

  Complaint: 18480124
  
  I am rejecting this response because:
  
  I assume that the owner, Verniceis resonding to this complaint. First I want to say that she was aware that I went to another location after being told by her lead stylist to cut all my hair off. Once I went to the ********* location,, I absolutely got another consulting. There was never a discussion about me being charged for a consultation at the time of scheduling,  so that point was invalid.  The problem I have is after informing *******************************, **** that **** had cut my hair out and di not repair my hair like she said during consult.  If she felt that her stylist, **** did what she was supposed to do, why would you offer an alleged $250 wash and detox along with the two loc attachments. If my stylist did her job, I wouldn't have offered to try and make the situation right. The bigger problem was that once I went to see the **** after she was finished with what she alleged is a 250 dollar service, she told me that she would continue to do my hair until it was fully repaired but that she could only do it on Sunday's.  She also stated that she would not be charging me for my next two repairs. When I noticed that she had not reached out to me on that following Monday with my follow up appointment, I emailed and called multiple times trying to get the follow *** done and she never ever called back or responded to any other emails I sent. 
  I have included screenshots of the emails sent to which she never responded. The first two emails is how the appointment came about with the **** *******. Yes she advised me on how to move forward, but what she is leaving out is that the next two appointments was supposed to be free.  And the final picture is what her atheist cut put my head. I already had that bald spot area on my head in the pictures she sent. But if I was missing so many locs, how is it that I have this much hair that was cut off. The photo with me and my husband, shows how long my hair was before I ever stepped foot in her establishment.  I don't want her to reattach or ever touch my hair again. I just want my money back because I never came to her business looking for nothing free. I came for a service that I never received.
  
  Sincerely,
  
  ***************************
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/06/2023

  We are clearly unable to satisfy *************************** with all the attempts that has been made. She has been refunded atotal of $210. The product she purchased and taxes was not refunded. Thank you

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18480124
  
  I am rejecting this response because:

  This lady is refuning my money stating that all attempts to satisfy me. To satisfy your customer is to make sure you fix what was wrong. I was never given the opportunity after I was ghosted by ***************************. My head look like c*** I have a real fear and anxiety of even letting someone try to repair my hair. Thanks for the horrible experience, the lies that you told, and the poor and unprofessional manner that you handled my situation that your stylist caused. 
  
  Sincerely,
  
  ***************************