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:10/31/2022

  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 went to this salon and prior to making my appointment i reached out to the stylist I was interested in going to. She had a photo advertised on her ********* page that she did for a cutomer. I told her i would like this hairstyle and she requested photos of my hair as it was at the time. I sent her the photos and she said she could acchieve the look. It was her design and she did it. I went to my appointment with her, was not informed of any refund or unsatisfactory terms, rules, or regulations.My hair turned out okay the day of the appointment. She told me the color would fade somewhat over time. She told me a shampoo i needed to buy which i did. It has been two weeks since my appointment and i have only washed my hair twice to keep it from fading and both times I used the conditioner she told me to buy. My hair is completely destroyed, it is a bright yellow orange color that looks hideous and like it came out of a boxed hair dye kit from ***. The service in total cost $160 plus tip. I contacted the stylist to let her know how upset I was and she said to call the manager. The manager said they do not give refunds past one week. When in fact they have no refund policy listed anywhere on their website, in their salon, nor do they inform you of this prior to your appointment. I am now out $160 and cannot leave the house because I feel so hideous and disgusting. And since they refuse to give me a refund I cannot afford to fix my hair. They were completely uncaring, unapologetic and not sympathetic whatsoever to the terrible job they did, I really need help here. The stylist has now blocked me via ********* so that I cannot get my hair fixed or any kind of refund. The first photo of a screen shot is the "pumpkin spice" hairstyle advertised on the hair dresser ******************************* ********* page that she told me she could perform on my hair. The remaining pictures are my hair after she got done with it.

  Customer Answer

  Date: 11/28/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Chloe Madeleine Salon regarding complaint ID ********.
  
  Regards,
  
  *************************

  Business Response

  Date: 12/05/2022

  Hello *******, 

  
  

  Sorry for the late reply as we never received an email of any sorts and just opened the letter today. Our website has been under construction as it needed a huge Reno. It is stated that we don’t offer refunds. My stylists are educated and take pride in their work. We have outstanding reviews and this is the first issue we have ever had regarding a client demanding to be refunded with out being willing to come back into the salon. We offered this client to come back in so that we could take a look at her hair (which is protocol always) and take care of the issue. We have always had a policy here where if you contact us further then a week out since your appointment then the fix is not free of charge. We have never had a client not be understanding of that. A week grace period seems to work well for everyone. She did not want to that. She then went to social media dragging my salon and this stylist down saying really hurtful and untrue things that we did report. Her boyfriend was also harassing one of my stylists over this issue which led her to needed to block him. 

  Customer Answer

  Date: 12/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ******* *****
  In response to their message:

  1. They never stated on their site that they do not offer refunds, or I would have never gone there, no woman would when dealing with their hair. They “reno’d” their website to edit this and add it after I complained which is why it took them over a month to even respond to this. There was nothing stated anywhere on their website or in their place of business that said no refunds.

  2. My boyfriend did not and would not ever harass anyone, they are just grasping at straws at this point because they know they are in the wrong. I repeatedly tried to reach out to the salon and stylist to attempt to get the issue fixed, as the stylist told me before leaving i could call her or send a message if i had any problems with my hair after. at no point during the appointment or prior or after was informed that there were no refunds either. 

  3. Because they claim they have never had a complaint that means their word just has to be taken? what about the proof being the photos of my destroyed hair?

  4. I was never “asked to come back in so they could take a look at my hair.”

  5. I begged for any type of help from them to which their only response was “we don’t offer refunds. at the most maybe we can do a complimentary glossing if its really bad.” 

  6. How is anyone supposed to know about their week out policy if they don’t tell anyone, it is not stated in their salon or on their website? At the time of my appointment all of the claims made in their response about complaints needing to be within a week and no refunds was not stated anywhere on their website or in their salon, nor was i informed of any of it during, before, or after my services. to then edit your website after and claimed you were renovating to only add those items seems incredibly sneaky after waiting a month to respond to this complaint and doing it during that time. 
  
  
  
  Sorry for the late reply as we never received an email of any sorts and just opened the letter today. Our website has been under construction as it needed a huge Reno. It is stated that we don’t offer refunds. My stylists are educated and take pride in their work. We have outstanding reviews and this is the first issue we have ever had regarding a client demanding to be refunded with out being willing to come back into the salon. We offered this client to come back in so that we could take a look at her hair (which is protocol always) and take care of the issue. We have always had a policy here where if you contact us further then a week out since your appointment then the fix is not free of charge. We have never had a client not be understanding of that. A week grace period seems to work well for everyone. She did not want to that. She then went to social media dragging my salon and this stylist down saying really hurtful and untrue things that we did report. Her boyfriend was also harassing one of my stylists over this issue which led her to needed to block him.