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:07/01/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  stylist *************************** and salon owner of Rowan Salon who installed i-tip extensions in my hair 06/20/2024. between 06/21/2024 and 06/25/2024 a total of 15 extensions broke off causing significant damage to my hair. I contacted ***** 06/2//2024 to advise I had at the point lost 4 extensions as well as expressed concern as they were breaking off with my hair in them and I was concerned about the excessive hair breakage. She said I could come in Tue 06/26/2024. The next day Sun 06/23,2023 additional extensions broke off with hair attached and I messaged her again via Instagram. ***** did not respond. I shared concerns I believe she attached too little of my hair to the i tip extension and this is causing the breakage. ***** did not respond. Between my last contact with ***** 06/22and my meeting with her 06/25 I lost an addtl 9 hair extensions causing significant hair damage and breakage. Had ***** shown appropriate care and concern,the breakage and damage of the additional 9 extensions falling off could have been prevented. ***** made zero attempt to follow through. Her lack of cocern and regard allowed more extensions to break off. I do not believe ***** is properly trained or certified to install i-tip extensions. I am very concerned about the excessive hair breakage and shared this concern with her. I was doing everything possible to avoid the extensions breaking off and resorted to wearing my hair in a loose low pony tail until I could see ***** to have them removed.I have requested a refund of my extensions/service. to which ***** has ignored as of this date. the extensions broke off due to her poor installation from:not enough of my hair is pulled through to support the weight of the i-tip i-tip is extends past the bead causing traction/tension alopecia Many beads are installed upside down copper beads were uses instead of silicone beads cross hairs caught in the the beads and i-tip very sloppy sections uneven segments/hair sectioning

  Business Response

  Date: 07/26/2024

  
  We are genuinely sorry that your experience did not meet your expectations after 4 years as a valued customer. Hair extensions can sometimes require extra care, and we understand the challenges it may pose. We regret any miscommunication and inconvenience caused by our availability. Please know that we value your feedback and will strive to improve our communication processes. Thank you for bringing this to our attention.
  

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21913585
  
  I am rejecting this response because: The response does not address my request for a refund. Since filing my original complaint I have paid additional money for consultation regarding the confirmation of poor extention install and my original cost have increased. My request for a refund have been ignored, nor has there been any attempt of resolution.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/01/2024

  
  I'm sorry to hear about your experience with the hair extensions. It seems that maintaining proper care requirements was challenging for you, leading to an unfavorable outcome. It's unfortunate that extensions may not be suitable for everyone. The salon made efforts to address your concerns professionally, but your behavior during the appointment was disruptive to both the staff and other clients.
  
  
  Based on the assessment, it appears that the damage to the hair was a result of rough handling rather than any fault in the installation process. All of the bead connections removed were checked and in good condition. As you are aware, and have included in your attached photos, extensions are custom ordered and tailored to individual hair. They are not eligible for a refund, especially considering the custom nature of the product and the fact that you left the salon with the extensions in your possession. The salon conducted a thorough review upon removal, which showed no apparent breakage or thinning directly caused by the installation.
  
  Please note that communication channels are open during business hours, and we strive to maintain a professional atmosphere in our salon.
  
  
  It's important to consider handling hair extensions with care to maintain their quality and integrity. Going forward, it may be beneficial to explore alternative hair care options that better suit your lifestyle and preferences.
  

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21913585
  
  I am rejecting this response because:  Thank you for your response. However, I must reject your assessment for several reasons.
  Firstly, I believe you are not certified nor have the necessary experience to install I-tip extensions. As previously stated, your lack of training and failure to respond to my attempts to reach out about the excessive breakage led to further and preventable damage to my hair. Although I was understandably upset given the circumstances, I remained calm, polite, and respectful throughout the appointment. I feel that you did not. You spoke over me while I was talking, completely gaslit me by suggesting that putting hair product in my hair was too rough, and did not allow me to share my concerns. Your attitude towards me was very callous and uncaring.
  I remained calm when voicing my concerns at your salon. You did not offer any other way to communicate my concerns other than to come into the salon, and you continued to cut me off when I tried to express my issues with the poor installation. You negated my concerns by stating I was the cause of the damage. Additionally, you never informed me that the extensions were non-refundable. This policy is not stated anywhere in the salon. When I attempted to leave the extensions with you, you refused, flippantly stating, theyre yours, I can't do anything to them, to which I replied, neither can I. This was the first time you advised me they were non-refundable. You did not inform me of this when I prepaid for the extension installation, nor is this policy listed anywhere in the salon.
  Given these points, as well as the excessive breakage resulting in the recommendation of other properly trained extension artist with 12++ years of training and experience that I wait a min of 3 months to reinstall new extensions due to the damage caused by your poor and improver install,  I cannot accept your response and am requesting a full refund. I hope you will reconsider your stance and address the concerns I have raised in a more professional and understanding manner.
  
  Sincerely,
  
  ***************************