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:03/15/2025

  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 ******* Gaven Studio on 12/23/2024 for root touch ***** after getting a very nice highlights done in November from a designer salon in northern ********. The lady (Ms. ****** was probably not trained or experienced enough, ended up coloring 3-4 inches of my hair dark brown. I initially thought she might be true and the dark color may wash off. I finally approached Ms. ****** and she scheduled me (on additional payment) with Ms. ******** to try to fix the hair. ******** was professional and truthfully told me that whatever was done cannot be fixed without bleaching it all. I ended up attending a wedding with this skunk like hairstyle. I approached Studio Gaven several times to either fix it but they stopped answering (always promising that a manager would call. I finally told them that I'd have to call my credit card company to stop payment on the original (first) charge. Surprisingly, the management who never had any time to to help fix the problem had time to falsfify with credit card company saying that the service was completed. No one is asking them to pay for my ruined wedding but no one at this business is willing to talk or be nice enough to accept that they messed up. I am asking them to come to the lowest standard of business where they shouldn't charge me to mess up my hair. An apology and good words also help. Needless to say, I'll continue to let my friends know what they did to me until they apologyze and show they care.

  

  Business Response

  Date: 04/21/2025

  Were truly sorry to hear that your experience with us didnt meet your expectations. Your feedback is important to us, and we always want our guests to feel heard, valued, and cared for.
  We completely understand how disappointing it must have been to feel unhappy with your hair before a special event, and we genuinely regret that we werent able to provide a solution that brought you the results you hoped for. Although your request came outside of our standard redo timeframe, we still wanted to do what we could to help. Thats why we offered a discounted corrective service and a complimentary glaze, totaling only $36, in an effort to refresh the color and make things right.
  When the credit card company contacted us, ****** responded and provided the details of your visit along with a copy of our clearly stated redo policy, which is available on our website. Were truly sorry that you were disappointed with the outcome of that process. Please also know that ****** did return your calls and worked to schedule you with ********, who tried her best to explain the limitations based on the original service and policy.
  We know how personal and meaningful hair is, and were sorry our efforts didnt result in the experience you deserved. Your feedback has been shared with our team as part of our ongoing commitment to improvement. If you're ever open to reconnecting in the future, we would truly welcome the opportunity to care for you again.
  Wishing you all the very best, Studio Gaven hair colour