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:03/17/2023

  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.

  On 4-13-23 I went to great clips for a trim of my current hair style that I had permed and colored a month anda half ago. The stylist took off 3 inches in choppy short layers allover my hair cutting off literally all my curls. I had ringlets now it sticks out everywhere doesn't lay right and looks so thin and raggedy that I cried for 3 d A ys and have to wear a hat. After contacting corporate the owner contacted me and stated all she coukd do was" refund my money and give me product to encourage the curls". This is not acceptable being that I just wasted all thar money on curls just to have her incompetent employee cut them all off. Not to mention the emotional turmoil I have endured because of this. I do noy even have enough hair now to pull back which I stated to the stylist not to take any more than a half inch.

  Business Response

  Date: 03/27/2023

   We wanted to follow up with you regarding your recent letter of complaint. We understand that the customer says she initially requested a 1/2 inch trim. Our stylist says the customer asked for 1 inch off the back and 1/2 inch from the sides. During the consultation customer complained of her hair sticking to her head and having no lift. 

   

   The customer agreed to adding layers, we believed this was the solution for the customer. However, it appears that was not satisfactory, the customer left the salon and returned a short time later screaming at the stylist. 

   

  At this point another stylist took the customer to his station and after discussing the situation they agreed to cut another inch off the back of the customer's  hair. 

   

  Customer was not happy with the outcome and reached out to customer service, upon receiving the complaints the General Manager for this location reached out to the customer to find an acceptable solution. 

   

  GM and customer began exchanging text messages and pictures to illustrate the concerns. GM followed up with stylists as well to get a clearer understanding of the events. GM offered to meet with the customer in person to provide a hands on solution, a full refund and any products needed to help enhance the customers curls. 

   

  We began to have concerns for the customer after messages were received at 3:30 in the morning and threatened self harm. The solutions I had offered were not acceptable to the customer and she would only accept services totaling over 15 times the cost of her original service. We are very disappointed we could not come to a suitable compromise.

   

  At this time the customer was threatening self harm and was very aggressive and threatening to me personally. At this point I notified the police and blocked the customer's number.

   

  We tried to offer an acceptable solution and can provide the text messages for further proof if needed.

   

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  Kanga Inc
  A Great Clips Franchise
  c-**************
  PO Box ****
  ********,   ** 98009-****
  *****************

   

  DISCLAIMER: This email is being sent on behalf of an independently-owned and operated Great Clips salon. Great Clips, **** is not responsible or liable for the contents of this email.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19613118
  
  I am rejecting this response because: the ** of this great clips offered to meet with me in person however that day was not accommodating for herself or manager neither was 2 days later when the next day was available for me. She commented " I am over 2 hours away and cannot meet you what would you like me to do about that?". Also I never threatened self harm that is BS. The second I realized they were only willing to refund their 20 dollar whack job I started getting ******. I went in for a trim a half inch TRIM and left with 3 inches cut off my hair all over in choppy short layers completly differnt style then what I came in with. I ended up with a frigging MULLET OK? THAT COMES UP TO MY EARS. Do I question the valitidity of stylists liscence and this companies integrity and accountability for the practices of its so called STYLISTS? ABSOLUTELY.  and why their so called resolution isn't acceptable is because it does not do anything to cover what I lost. I told her they were not touching my hair again. Ever. And that my hair was so short there was no fixing it. They couldn't fix what they ruined with any product on the planet. I need extentions . And the fact that they turned this around on me only embellishes on the lack of integrity the general manager and great clips demonstrate. I am not stopping with this complaint I will pursue other avenues of investigation as to how and why this happened to not only me but people I personally know that have had the same thing happen at this same exact salon. I seriously doubt these stylist have legitimate liscences and if they do they should be investigated at the very least and take the scissors away from them for God sakes. It is a shame that a business this large that makes huge profits isn't willing to actually make a bad situation right. That the greed is so powerful that they would rather shame themselves than admit wrong doing and possibly be inconvenienced by it as well. Not only will I never step foot in another great clips for as long as I live but will be sure to post publicly on a regular basis what kind of heartless lying bottom feeders everyone associated with great clips are. To post my before and after pictures of the heinous butchering I received and the insulting response I recieved when seeking resolution. Karma ... it is all I need to give me peice of mind. It never disappoints.
  
  Sincerely,
  
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