Complaints

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• Initial Complaint

  Date:08/07/2023

  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.

  I have reviewed the response made by the business in reference to complaint ID 20424430, and have determined that this does not resolve my complaint. 
  
  [The Manager Staci ****** said I was a NO SHOW for my appointments to FIX my hair & Pedicure Issue that I had. That is 100% INCORRECT information a lie and false information.  Staci made me a appt. To fix my issues on a Sunday at 12:30 PM...I got there for my appt, the girl who checked me in had no idea why I was there. The girl that was supposed to work on me was a NO SHOW. I spoke to Staci on the Salon phone and was told she will be there in 45 minutes  to 1 hour. I could not wait, I had other obligations  and was not waiting there.  I drove all the way there for nothing, never got a call saying my stylist was not going to show up. I want a complete  refund of my money and will not go back. The information  the BBB was told is 100% false and a lie. I was NOT a NO Show !!! 
  
  Regards, 
  
  **** *****

  Business Response

  Date: 08/22/2023

  BBB spoke to the Manager at the business and the following was relayed: We reached back to her directly and offered for her to come back in, free of all charges but she was a no show.  

  Business Response

  Date: 09/01/2023

  My name is Stacey S ****** and I am the Owner of Salon Bele Ame. My salon has been in
  the area since 1985 and I have owned the salon since 1990. In my 33 years of
  owning, I have never had any issues with the BBB. And though no one is
  perfect, we always address any concerns our clients might have and do
  what we can to resolve them and make them happy. No business wants a
  bad reputation and most off all we do not want to lose a client. On June 4th of 2023
  Ms. ***** came in for a $55 just polish (no gel) pedicure. We do not
  even have a $35 pedicure like she is stating. She, if I’m
  understanding her right thinks she was charged for a gel polish
  pedicure and those are $65. One July 28th (almost 2 months ago from her pedicure) she came in for just a haircut / trim. Why did she not
  right after her pedicure (almost 2 months ago) get a hold of the us
  at the salon? If she thought she
  knew the price, why did she not say something to us while being
  cashed out? Or at best during
  her hair cut why didn’t she mention her concerns to us about the
  pedicure almost two months prior? I was able to track
  the timing of her haircut through our computer and cameras. Taking
  Ms. ***** from the waiting room, sitting in the stylist's chair, doing
  a consultation while she was lightly wetting her down with a spray
  bottle, trimming her hair around just the bottom and cashing her out
  my stylist spent a total of 15 minutes with Ms. Beals. Doesn't sound
  like a lot of time but the stylist just went around the bottom for a
  trim and Ms. ***** did not want it shampooed or styled after the
  trim. I am going to be
  firm on this that Ms. ***** claim of being in and out in five minutes
  would be false. Ms. ***** did
  contact me the next day and said she did not get enough cut off and
  would like a specific kind of cut, an inverted cut. I said no problem
  can you come in the next day, Sunday at 11:30 and she agreed. Please
  note her complaint says 12:30, she was there for at 10:45. This
  is probably most of the confusion and why she is upset, but I think
  it might just be a typo on her end. Ms. ***** was in the
  computer for an appointment for a haircut, she came in at 10:45,
  when she was not taken at 11:00 she started getting upset. My
  receptionist called me, because she knew this was a returning
  customer for a re-cut and we of course want to go even more out of
  our way to make it right. We also of course do not charge the client
  if they have changed their mind and want their hair done differently,
  or just simple miscommunication between the stylist and the client. When my receptionist
  called me, I asked her to hand the phone over to Ms. ***** so I could
  speak to her. The first thing I said was your appointment is for
  11:30, Ms. ***** replied oh 11:30. I continued to tell her one of my
  top stylists that I was setting her up with will be there to take care
  of her for her 11:30 appointment. I could not get her there any
  sooner, we are a busy salon, and this was the best and quickest I
  could do for her at such short notice. Ms. ***** said she could not
  wait; her husband was out in the car waiting for her. She became very
  agitated and started telling me, now two months prior, about her
  pedicure, also how her last stylist that cut her hair was not nice to
  her and ignored her when being cashed out. Ms. ***** said she “threw”
  her $22 at her stylist when being cashed out two days prior. None of this came up
  when we spoke the day prior to get her back in for a haircut, why
  now? I told her I
  understood she could not wait for her appointment. I apologized
  several times for the inconvenience. I was 45 minutes away but told
  her I could meet her in an hour or anytime, any day, even after hours
  when the salon was closed to better fit her time schedule, she said
  no. I do not know what more we / I could do for her, she said she was
  moving or going away so she could not come back, hung up the phone
  and left the salon. She did say she would never come back but she
  never said she wanted a refund, I would never ignore that and let the
  customer think I’m avoiding them. I am STILL willing
  to have her come back in at some point that is convenient for her,
  even after we are closed if she does not want to come in when there
  are people around. I am a small
  business in a small town, we do whatever it takes to keep people
  happy. I always look at both sides of the story. We have cameras that
  rotate every 14 days, I do not have sound / audio, but you can tell by body
  language what did and did not happen. There was nothing unusual, no
  money was ‘thrown’ at the checkout counter like Ms. ***** stated, she was not ignored. There was a special needs (autistic)
  gentleman that walked in while Ms. ***** was cashing out, he
  defiantly takes over the room when he walks in and needs immediate
  attention, but Ms. ***** was not treated badly or ignored. It is very
  devastating that you, the BBB are reaching out to me, I have owned
  several different kinds of businesses over the years, and I have
  never had this happen before. I know you are for the customer and
  hopefully the business owner also and can see we have done everything
  we can for Ms. ***** and are still willing to see her when HER
  schedule allows it. Thank you for your
  time.    

  Customer Answer

  Date: 09/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  [NO where EVER did I ever say I " threw " $22 at her staff . And as for the owner saying she is willing to have me come back.. I already did go back to have her make it right and I was stood up by HER stylist. I have asked for a refund and that's all I will settle on. There are multiple lies again on her above statement,  I WAS shampooed,  look at the camera Staci I asked for a inverted bob,cut and had 3 snips taken off. As for the pedicure I waited so long because I was just going to let it be, but went back for another chance with the haircut and that was junk too. So that's when I brought up my last two visits were unsatisfactory.   
  
  Regards,
  
  **** *****

  Business Response

  Date: 09/09/2023

  Please see my last repose but I will do a short version of repeating it. ---- Ms. ***** thinks we have a $35 pedicure we have never had a $35 pedicure they start at $55 which is what she was charged. She waited almost 2 months and came in again for a haircut and still never said anything about her pedicure. Again, if she thought she knew the price why didn't she say something when being cashed out? Or contact us within a few days of the service? Or when she came in for her haircut?  When she came for her haircut, she called me and said it wasn't what she wanted. No problem at all, I scheduled her to come in for us to get it how she wanted it. She showed up WAY EARLY for her appointment. When we couldn't take her right away upon her arrival, she became upset and said she couldn't wait as her husband was in the car. How can anyone say I have not been trying to help her and make Ms. ***** happy. I am providing her my top stylist, at no charge of course, that I know will give her exactly what she wants because it is one of my stylist'sfavorite style of a haircut to do. I myself as the owner have offered to come in anytime, any day, whatever it takes to work around Ms. ***** schedule. She came way to early for the appointment I set up for her. I would have gotten her in sooner if I could, but we are a very busy salon and at that time we could not get her in sooner and before her appointment later that day. I feel she knew this but didn't want her husband to wait in the car, and that's okay, circumstances changed, but we have been and still are trying to help her. I am very easy going andlaid back, I would still love to see Ms. ***** and will treat her with the upmost professionalism, she knows me and hopefully knows that.   In Ms. ***** last statement she is correct she did get a shampoo but we do not charge extra for that.  She also is correct, she did not throw money at the stylists when being cashed out as I checked the cameras, she originally stated over the phone that she was upset and threw money at the front desk cashier.  Again, please re-read my last correspondence for more EXPLICIT details about what I am trying to re-explain once again in this most current response. Thank you for your time.