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:07/29/2024

  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.

  I came here on June 19th and was booked for a balayage with ******** I showed a picture of what I wanted & I received the opposite service, bleach put on my already light hair. One of the first things I said was that I needed my roots to be blended out. Aka shadow root and lowlights. I should have been informed this is a reverse balayage and the necessary adjustments should have been made to satisfy me as the customer and get my hair as close to the image that I showed. She wasted three hours of time making my hair look nearly the same I was just out $249. I called and complained THAT day and I was told I could come back in before I went out of town to fix it if an appointment availability came open. I booked an appointment for 11:30 on Friday, June 28th the day I needed to leave for her to redo what she did. That was the impression i was under. Because I had already paid nearly $300 for something that I 100% did not want. On the 28th she still did not fix my hair to what I wanted and showed her, and then proceeded to tell me that i owe her $300. At that point, I honestly did not even know what to say because no part of me was expecting that. I thought I was there to get a service re-done to meet my expectations that were not met. So I walked out of the salon firstly, to avoid a confrontation but also because I was lied to and I absolutely did not have a nearly $600 hair-do on my head. She proceeded to chase me to my car, threaten me and block my car with her body. When i got to drive away i saw that she CHARGED MY CARD $300 10 minutes after i had already left. She used my card completely unauthorized. If this was something that she wanted to escalate to the police or court she could've done that but charging my card un-authorized is not the way to go. The merchant refuses to resolve this with me. They are trying to say the simple hair color i have was extreme and needed two salon visits. That is a lie.

  Business Response

  Date: 07/29/2024

  ******** showed up for her appointment on June 19th. She booked this appointment online herself. Our system does not allow online booking without a credit card saved. She booked this service for a bayalage. When ******** showed up she told the stylist the she bleached her own hair at home, It was solid orange with black roots. The pics she showed for her goal were a rooted cooler blonde balayage. ******* (her stylist)  explained to her that what she was asking for was an extreme color service and would take multiple appointments to achieve. She was very clear that they could not achieve that look in the current appointment she had scheduled and she would have to come in for multiple appointments to achieve her goal. To avoid misunderstands such as what ******** is claiming, ******* had ******** fill out and sign an extreme color form. This form states that multiple appointments will be required and that each appointment will incur separate charges. This form is attached for reference. ******** signed the form and the first service was completed. She left that day with brighter blonde hair and blonde brought up to start blending out her roots. She left knowing she would have to come back to get closer to the pictures she showed ******** (Hence why the extreme color form was presented). ******** made another appointment for June 28. ******* spent hours on her hair. When she went to charge her, ******** refused to pay and walked out saying, "I am sorry if the doesn't make you happy ********" We  have all of this on video. ******* walked out (not chased) her to the car to get her license plate number to call the police. A report was made and the officer told us to charge the card on file. (report number is attached with the officers card.) As a result ******** left a threatening voicemail on our machine, has bashed us online and called our receptionist and told them we have 24 hours to contact her or she would show up and we would not like it if she showed up.

  Customer Answer

  Date: 07/29/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because:

   

  I have reviewed the response from honeycomb salon. When I booked my first appointment, the credit card that I booked with and saved in their account was not the one that they went and charged me $300 on. Even if so, having a card saved on file does not mean you can go charge it without authorization.

  Secondly, I attached pictures of what my hair looked like AFTER I left the salon on June 19 with my extremely dark roots left on my hair and it being STILL orange with no brightness at all. Thats how I entered the salon that day! Just without fully compromised hair health because it hadn't been over bleached! That was never what I wanted! They stated themselves in their response that my hair looked brighter when I left with blonde brought up, but yet again I am stating that was not what I wanted nor what I asked for! Is the opposite! In response to them saying that I signed a form and had an understanding with my stylist, that is correct. The issue that comes in with that, and makes the form completely irrelevant to this situation, is that the first service she performed on my hair was NOT what I asked her to do. I thought we had an understanding of the service I wanted done that day, but we clearly did not. I did not want my hair further bleached and lightened, and that is what she took it upon herself to do. And I did not know that until the end. I am not a hairstylist nor professional in hair. I don't understand why this salon is having such a difficult time understanding that. The service that I paid her $249 for on June 19 was not the service I wanted done nor the service that I booked for and was charged for. I wanted and booked for balayage and I came in with  all around light hair and dark roots as the salon has put in writing. What I wanted and what I asked my stylist for was my roots brought down, which would have been in hairstylist terms, called a low light. ******* misunderstood me and gave me HIGH lights all around my hair instead. So I was forced to come back a second time to fix this before I went out of town. The service she performed initially was an unnecessary service. She made a mistake and as a stylist will not own up to that. She even had to go through the second time on the 28th and cover up the work she did the first time with dark permanent hair color because she did not perform the correct service initially. Now my hair is completely fried because she chose to bleach it another time when I came in. This was not an extreme hairstyle at all. It is a simple lowlight and shadow rooting process that can be seen online taking at the maximum two hours. She took way too long to do something to my hair that I did NOT even want initially. And I have paid them about $300 more than I should have. We were never in an understanding that I would have to come there more than one time to just simply get dark color brought down onto the current color I had on my head on June 19. The hairstylist ******* knew this because I had an event to go to that following Friday and she knew that this was a last step hair appointment for me. This whole entire situation is a scam from the business for them to not want to return my money to me because I was unhappy, and the incorrect service was performed on my hair on my initial and first ever visit to their salon. 

  
  

  I never threatened them. Im sure the phone records are saved. I simply stated that if I was not responded to, I would come try and speak to somebody in person which I'm sure as a busy place, they would not like very much. They have threatened to call the police on me for no reason at all. Their hairstylist harassed me outside of the business as I said, she physically blocked my car from me getting in and then also from me pulling out of the parking lot. She then stole money from me for something that was supposed to be fixed by them complimentary. And I will be darned if I do not speak up on the matter. That is the reason I have come to the Better Business Bureau to form a official complaint on the way their business is handled and ran. 

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

  Business Response

  Date: 08/01/2024

  I think it is very clear that we will never agree on this issue. When reading this response there are countless faults in ********s story. It is comical that she is claiming that her hair color was a simple hair color and should have taken two hours. This could not be further from the truth. ******** has thick. long, dark hair that she had bleached out herself at home and she wanted a melty blended bayalage. I can totally agree that when she left her first appointment, it was not what she wanted. As I said before it was impossible to give her that look in her first appointment. (literally the reason we had her sign the form she is claiming is irrelevant), If ******* had just shadow rooted her and lowlighted her she would have had orange and black hair. If it was not an extreme hair color then why did she sign the form saying that it is an extreme hair color? I stand by *******s choice to charge ******** for the service. I will not be bullied by someone who would walk out without paying for a service she received. It is not fair. No one ever told her that the second service would be free of charge so she had absolutely no right to assume that. I am not going to force my stylist to refund a client who has continuously trashed the salon with false allegations when the stylist did nothing wrong. 

  Customer Answer

  Date: 08/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  It is a businesses job to satisfy their clientele. I never came with orange hair now that I look back. That is false and it did not matter. I came in and said my goal was blended out roots. Which would have been lowlights and a shadow root. Thats what should have been done initially because that was the only goal I had when i came in. The image i showed was what i wanted in a perfect world and scenario. She should have adapted her skills to achieving what i wanted in one visit instead of doing it her way that would cost us both time and money. I was not picky, only wanted line of demarcation to be blended which is what we discussed. This is wrong. 
  
  Sincerely,
  
  
  
  ******** ******