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:07/20/2024

  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 went to this salon July Tuesday the 16, too get my hair done I had made it clear that I wanted to do a test strand to make sure it could look like the picture because if not, I did not want to color my hair she said it lifted good and was going to turn out how I wanted, so we went on I wanted a balayage which she ended up not doing that she did highlights all the way up to my root which I also made clear I didnt want it going up that high, and a shadow root which did nothing, she toned it twice because she obviously realized it didnt look right and I was there for hours they still charged my the same and I did pay because I was just confused hungry and frustrated and didnt wanna be in there anymore, after a day Im like ok this is not at all right and everyone agreed, I contacted the front desk lady and asked for the manager she did call me she said no refund I can come in and get it fixed though, I personally dont want to keep damaging my hair with bleach and there saying to get my look I need multiple sessions I should have been informed that because than I would have never went ahead with the service the first time. So all Im asking is I have my money back she said she has contacted the owner and the owner wants me to go in again and get it redone and I do not want them touching my hair I already got it fixed myself.

  Business Response

  Date: 08/14/2024

  Thank you for reaching out with your feedback. At your original appointment your stylist mentioned it would take several sessions to achieve your desired look which you agreed upon. She came up with a plan for the appointment and set expectations which you also agreed upon. At the end of your appointment you seemed happy with the results. A few days later when you called with a complaint we offered to have you come back in for a different look, but we could not offer a refund for a service that was already provided and that you agreed with. 

• Initial Complaint

  Date:10/31/2023

  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.

  On 8/25/2023 I went into the salon to have my hair CORRECTED after a mistake was made and my hair turned red. I contacted the salon twice and never heard back. Finally, I started receiving multiple calls from the salon because I had reached out to my credit company to dispute the charge. They told me to come into the salon after canceling my credit card dispute and they would refund me. 30 mins before I was supposed to meet the owner at the salon, I get a text from the “manager” saying plans changed and she can no longer meet me. I called my credit card company because I felt like I was being set up to cancel my dispute and the salon was going to refuse to refund me. Eventually the dispute was closed/cancelled so I reached back out to the salon to get an update. I was told they would look into it. Then my phone number was blocked from the manager. On 10/30/2023 I sent a Facebook message to the owner, ***** *******, and miraculously got blocked. They are acting like I am in the wrong, yet they won’t refund me the money they promised. I have all messages attached. All I’m asking for is for them to be fair and refund me the money I should have never been charged.

  Business Response

  Date: 11/03/2023

  
  We have been trying to work with this client for over a month now to come to a resolution. Originally she came into our salon, asking to return a product since it had been past two weeks. We offered her a gift card for the product. She said she would think about it and we did not hear back. Two weeks later she filed a credit card dispute against her entire appointment, claiming that she shouldn’t have paid in the first place. After multiple calls and text, she finally answered us. We offered to refund her if she canceled the dispute because we wanted to keep her as a client and it sounded like it had been a misunderstanding between her and her stylist. She did not want to work with us, and said that she would like us to cancel her next appointment and that the credit card company could handle it from there. We let her know that we are sorry to lose her as a client, and that we would work with our company as well. The credit card company sided with the merchant (us) which rarely happens, but they agreed that she was taking advantage of the credit card dispute option, and that she was responsible for payment. She then came back, demanding her money, and we told her after more than a month of shared frustrations that it would be best not to communicate and let the credit card companies handle it. We blocked her phone number multiple calls and rage texts. 
  The only reason we originally offered to refund her was so that we could keep a good relationship with her and maintain her as a client. She did not want to work with us. In our opinion, I think she was having buyers remorse after spending more money on her hair, and is taking advantage of a small business.
  

  Customer Answer

  Date: 11/04/2023

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

  I was never offered a gift card from the beginning. When I went into the salon originally I was told they would talk to my stylist and the manager because I was never told about a 2 week return window. At that time I was wanting to discuss the charge for my corrective services.  I never heard back so 10 days later I reached out to my credit card company. The salon never once reached out without a response from me. The salon failed to mention that I was willing to work with them and offered to drive in for a refund. 30 minutes before I was supposed to be there I get a text message from the manager telling me that the owner will no longer be there, you can see that in the screenshot of my text messages. I never once sent “raging” messages as you can also see by screenshots, I tried to stay professional. I simply asked for an update after being told they would check on their end with their credit card company. The owner refused to pick up the phone and just call me and hear me out. This has nothing to do with buyer’s remorse as I have submitted documentation showing that my hair was done incorrectly and that my stylist was aware of that. The salon also tried to coerce me into cancelling my dispute with my credit card company before they refunded me. I called my credit card company and was advised not to do that because then I could be out my money completely and couldn’t reopen the dispute if they failed to refund me. My credit card company also never said I was trying to take advantage of a small business, they are the ones that advised me to file a dispute once I explained my situation. The whole time all I’ve asked is for the salon to be fair and do what they told me they would do.