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:04/28/2025

  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 April 18, 2025, I had an appointment, with ***** ******* of Free Born Salon, to get a perm. I explained to her what I wanted and she said she understood. 72 hours later, on April 21, 2025, I washed my hair, per her instructions, and it wasn't curly, it was wavy at best. I text ***** and told her, she said she would gladly redo perm in 4 weeks. I sent her photos of all sides of my hair. We scheduled another appointment for May 9. To make sure we were on the same page, I text her photos of what I want my hair to look like, just so that there is no miscommunication this time. On April 25, 2025, out of the blue, I get a text from ***** saying that she is cancelling the appointment and that I need to find a new stylist. I asked about a refund on the service, not her tip, I got no response. I called the salon and spoke with Suzanne, she identified herself as being the owner, and I told her what happened. She told me that the stylists rent out the booth, they are there own boss and this is how ***** works. So now I'm out $100 for a perm that has left my hair frizzy, and no accountability.

  Business Response

  Date: 05/16/2025

  I had an extremely thorough consultation with ***** explaining how to style the perm at home and what to do to take care of it, that she had to wait 48 hours to wash it and I gave her exactly what she asked for. She told me she wanted loose curls but not too tight 2 days after the service I get a text from her saying “there are no curls just wave” at first I offered to redo the perm just so she would be happy, you have to wait at a least minimum of 4 weeks before you can get another perm (normally I recommend longer) because it is a chemical service. I booked her an appointment 4 weeks out and I thought everything was fine. 2 days after that I get a text with pictures of tight ringlet curls which is what she said she didn’t want. At this point I am extremely frustrated because ***** was not kind to me during the first service I provided her, and now she’s wanting what she said she didn’t want. Also the pictures she sent are people with naturally curly hair which I explained during our consultation that was not something a perm can give you. At this point I don’t feel comfortable doing her hair again, so I politely tell her I think it’s best to find a new stylist and that her appointment would be canceled. I did not provide a refund as I gave her exactly what she asked for during her previous appointment. I honestly don’t think she understands how to style the perm, which I would have been more than happy to show her how if she was nice to me. She goes on facebook saying she had a bad perm and needed a new stylist, posted it on multiple groups and then went and wrote a review on Free Born Salons google using my first and last name saying I took her money and ran. Which is not true. At this point I am being harassed and bashed all over the internet. Since the letter was delivered to the salon, Free Born has emailed her and is going to send her the refund via check in the mail with the address provided on the letter. They haven’t heard a response. 

  Customer Answer

  Date: 06/02/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because:  I received a response back from the salon, however, I was waiting for a check that never came. Can we reopen the case or do I make a new complaint? Thank you so much for you time and consideration. 

  
  

  ***** ***** 

  
  
  
  

  Business Response

  Date: 06/17/2025

  We have decided not to refund the hundred dollars as we are being slandered on ******** and other social media platforms. Doxing is illegal and we will not tolerate any kind of harassment. The service was preformed in a timely manner, it was agreed you liked it when you left therefore we will not be providing a refund. 

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It is unfair and unjust. I was right to file a complaint regarding this business. They always go back on their word. They don't care about their clientele just the money. As you see, they offered a refund, but it took them 3 weeks to say no, we are not going to send it. I believe they never had any intention of settling this matter and they act like juveniles not being accountable for their actions. 

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