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:12/20/2024

  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 11/26/24 I purchased hair extensions for $725 from Alter'd,which the salon claimed was the at-cost price & required purchase before my scheduled service on 12/19/24.On 12/16/24, I decided not to proceed with the service due to concerns about the stylist’s experience, unprofessional treatment,& what I consider deceitful practices.No policies were discussed at the time of purchase, & the services were not as promised.
  Initially,my impression was that I had to take the extensions since I paid for them,but the salon refused to provide the original receipt when requested in person on 12/16/24.At that time, the owner promised it would be emailed to me.This would have allowed me to return them to the supplier. Est,return date by 12/26/24.Later, I learned I was not obligated to keep the extensions, but the salon never offered alternatives or options.
  Despite several followups, the owner, ******** *******,has refused to provide the original receipt as promised,& the return window for the extensions is now closing.Since she would not provide me with the original receipt,I offered to pay for shipping and requested the salon return the extensions with a refund to follow,but the owner again refused.
  The owner is now claiming that an item necessary for the return was opened by the salon,which she did not disclose until recently.This was not mentioned during the initial purchase or in any prior communication,further complicating my ability to resolve this issue.
  I also discovered the salon uses a third-party service,Phorest.com,to collect and market personal customer information,including credit card details,without informing me.I have requested confirmation that my information has been deleted,but I have not received a response.
  I feel the salon has acted unprofessionally & in bad faith by withholding the receipt,refusing reasonable solutions,& mishandling my personal information. This situation has caused undue stress, & I am at risk of losing $725 for a product I cannot use.

  Business Response

  Date: 12/21/2024

  Owner: The client found our salon through an ad matching clients w/stylists. She filled out,submitted questionnaire and booked w/one of the suggested stylists.
  When booking online, clients enter credit card details & agree cancellation policy, requiring a 48-hour notice for changes or cancellations. Failure to comply may result in charges. After her initial appointment, the client scheduled additional appointments & placed deposits. She never requested her card not be used for future deposits. Without a deposit, we can't schedule appointments. Our salon is service &product-based. We sell products at suggested retail prices, including extensions. To secure an extension appointment, clients must purchase their hair from us to ensure proper match&quality. She purchased 6 boxes of Bellami 16-inch K-Tip extensions at $120 each, totaling $720 plus tax ($763.20). This exceeds what she paid. During her appointment, the client was late& was called, informing us she will be 15+ minutes behind,We explained that late arrivals could affect her service per policy & might need to reschedule. She arrived 14 minutes late, demanding the full service. We offered a color service without finishing style to accommodate her delay, which she accepted but continued to express dissatisfaction. As the owner, I was called in from home (about 45 minutes away) to address the situation. The client mentioned altering her hair at home& provided the products used, raising concerns about the extensions ordered matching. She requested to take the extensions to another salon, &I agreed. A duplicate receipt was provided. She realizes she can't return the extensions, as she’s not licensed & didn’t purchase them directly from the supplier. The extensions were unopened.
  To clarify the extension installation was for a future appointment, which she canceled the same day. Since these extensions are custom-matched, we don’t offer product refunds, & she'll need to find another salon to install them