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:04/23/2024

  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.

  I recently had my hair serviced at this location on Friday, April 12th. I made an appointment with the highest rated stylist bc my hair is very important to me and was specific for what I had asked for showing her a picture of myself saying I wanted it like this again. Color and toning were uneven, ,?choppy bangs when I asked to have the ends trimmed bc of the damage from the bleach ,that can not be blended, the cut was the worst Ive ever received. I gave them a call the glowing Monday and the first me in with another top rated stylist. There was not much she could do but cut off another 1 1/2 to try and blend it, making it a total of a 3 inch trim after it took me three years to grow it out. I told them Id give them a third chance to correct it but after speaking with my mom and husband, they convinced me to get my money back and go somewhere else (in 3 to 6 months bc I have to try and grow it out.) I waited until Tuesday April 23rd to finally hear from the owner who once again offered to fix it but refused to give me my money back. I tried to give them a chance to redeem the service and I cant afford to do it a third. Even if it means I lost out on $300. If I am not able to get a refund, I just want future customers to understand what they are in for and the way that business treats their clients. They have documentation, pictures and so on of the cut from the first time to the second time as well as documented information in the system about my complaints.

  Business Response

  Date: 05/08/2024

  At Beths 4/12 appt, she stated she wanted more layers &thick, long, curtain bangs. 

  4/15 **** called to ask for a service adjustment, she was ok with the color, but not the cut. We scheduled her with a senior stylist for the following day to adjust the cut.   

  4/16 **** was given a new shape & even had her highlights toned after a consultation with the stylist. **** felt her hair was dry, so we gave her 2 comp retail products. We offered another comp appt for a color that was scheduled 3 months out. At the end of her visit, she stated to a manager & educator, that she was happy with the result that day & how it was handled. Later, **** called with erratic emotion demanding a refund for all her services including those on 1/12. We were unaware of any issues on 1/12 & she even requested the same stylist for 4/12. We told her she could come back for a further adjustment. **** said her hair was shorter than she hoped for after the most recent adjustment, so we offered a comp haircut in a few months when her hair had grown. She wasnt satisfied with these solutions &adamant about the refund for services. We let her know our salon industry policy that we do not refund since its a service not a product. She asked for the owner, we let her know she was out of town & would call upon her return.

  4/19 **** called again & demanded the refund. She used profanity & said the stylist should be fired. We assured her that we followed up with the stylist & she said,Whatever, this is stupid & hung up on our manager.

  4/23 I called **** after gathering info and offered to do whatever it took to make this right for her, but she was quite unreasonable. Also,her husband was yelling to give a gift card to another local salon. I continued to be solution-oriented, but **** was not reciprocating. Due to the clients continuation of being unreasonable in finding a solution, I was forced to kindly end the conversation. I am truly disappointed that a resolution could not be found.

• Initial Complaint

  Date:09/18/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Ordered extensions for my hair. The first trip was over ****. Extensions and placement They were defective and the salon took them to exchange however, I will rebilled another approximately ****, for new ones. I asked for credit or refund, when they refused to refund for the defective hair I contacted the manufacturer Bellami. I knew they had them returned to Bellami. ******* said they refunded the full amount plus reimbursed the salon/ hairdresser for the cost of labor as well. I was billed both times for labor and extensions. This salon has had many complaints on yelp about unauthorized charges to credit cards for cancellations but no one was made aware of this policy. No contract or signature authorizing. They keep copies of clients card numbers and just bill them. I would like the full amount for the defective extensions and installation fees that were refunded to the salon. Approximately ******* That was refunded by ******* on my behalf. Salon kept this money.