ComplaintsforEnviro Trends at Chatters Hair Salon

• Initial Complaint

  26/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 24th 2023, I went to Enviro Trends at Chatters to get my hair highlighted. I asked for more blonde highlights as my route had grown in a little bit. The hairstylist, (****) suggested that we do a "shadow route" to add dimension and to make those blonde pieces pop. My hair was already blonde when I came into the salon but after her service I was a complete brunette with some blonde pieces coming through. I was devastated, I paid and left crying. I didn't know what to do, I had a wedding on that upcoming Saturday. My sister and I called the salon later when I got home, the manager asked for my inspiration photo, to which I sent it to her. She said the hairstylist **** would like to try and add more files to brighten me up. I had already been sitting there for 5 hours that day. I felt defeated and honestly ashamed to return to that salon as I felt like I would get judged. I contacted the salon's manager via text message as she had previously messaged me for the inspiration photo the following day and asked for a refund and just tried explaining how I felt, I did not receive a reply, I tried again on May 31st, again with no reply. I tried calling this number but did not pick up. I feel embarrassed and completely unsatisfied with my visit and the salon service I received. I paid via ******, a 4 payment method application. I was charged $507.97, I did buy $60.35 worth of product, but still paid $447.62, I have never paid that for a salon service in my life. I was even more devastated about the price. I paused my payments and asked for a refund via the app. Had to fill out an application for my refund request, they tried resolving it with Enviro Trends at Chatters but the salon refused it. Because they refused it, my payments got resumes. I just want a refund for my salon service not the products I purchased. I just don't know what to do anymore after many attempts to resolve my issue. I do have records of my conversation with the salon manager if required.

  Business response

  26/07/2023

  Hi ****** came in for her service and had a full consultation with **** her regular stylist.  They have a form they fill out with full details of service and quote. ****** had a treatment and left a full tip and at the end of service purchased product for home care as well.  She was fully aware of the service and price point and also took our ****** payment option as well.  
  The next day ******’s sister contacted the salon and said ****** was not happy with the service and i asked if she could send a photo of her hair and her inspiration photo.  I reviewed both and asked her sister if she would like to come back in for more bolder foils.  Her sister said she would discuss with her sister and we said we would reach out as well as we wanted her to love her hair.  ****** declined saying she worked a lot and was now embarrassed.  We offered going to another stylist when **** wasn’t in so she would feel better.  The sister was concerned that they didn’t want to insult **** as this was their regular stylist. I said no for sure and **** was also more than willing to accommodate anything as well to assist in making the hair brighter blonde and not so natural looking.  
  We reached out via phone and messaging to both sister and ****** to accommodate.  We would not be refunding as this was an easy solution.  We reached out to our district manager who advised we no longer discuss with the sister solutions anymore and it would be through ****** as she was the adult at the appt.  This feels like a case of i want free service as the solution was an easy fix at the time. It has now been two months.

  Customer response

  26/07/2023

  
  Complaint: 20378411
  
  I am rejecting this response;

  **** is not my regular stylist, it was my first time seeing her. Yes I mentioned that more foils was offered to me to try and fix it but like I mentioned previously I was already in the salon for 5 hours that day. I work full-time shift work at the hospital and am not always available. And as previously mentioned as well I had a wedding to attend on the Saturday (3 days later). Absolutely I felt embarrassed and uneasy returning to this salon. My hair is very course and dry, we had already bleached it once that day and to do it again (put more foils in) would put my hair at risk of even more damage. Also, the comment of "This feels like a case of I want free service as the solution was an easy fix at the time. It has now been two months." Is very unprofessional in my opinion because I left the salon crying that day, I was gladly going to pay x amount for a hair service that I was happy with but it was the opposite. I don't strive on getting things for free by any means, I just feel defeated paying a big amount of money for something that wasn't even close to what I asked for. Yes it has been 2 months, and I've tried on multiple accounts to reach out to the management team as well as request a refund through ******.

   

  
  
  Sincerely,
  
  ****** ********

  Business response

  26/07/2023

  Sorry the communication through her Sister ****** made it sound like they were regulars of **** specifically.  When looking back into their files it shows that ****** had seen her for a service at one point and they had both been clients of this location at other times and for other services with other staff.    We have the before and after photo and expected photo and yes we reached out right away to ****** for ****** and she was very polite and willing to correct whatever we could.  And we wish at the time we could have.  It was definitely lighter all around but for sure way to natural of a finish and that is why we reached out to see what we could have done and it was declined.  We do not do refunds but always willing to correct with any guest as our business is wanting the guests to have the hair they want.  It may seem unprofessional to a guest but we do have some that take advantage of refund policies and that is why we offer corrections whether it be with a different stylist or same if that is the choosing.  The response was declined.  Our last communication with ****** was “if you change your mind please reach out”.  Her response was “refund” which is not what we offer.  

  Customer response

  27/07/2023

  
  Complaint: 20378411
  
  I am rejecting this response because:

  My response wasn’t just “refund”, I did ask to be reimbursed or for the next payments to get cancelled and explained why.

  Sincerely,
  
  ****** ********

*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. ↩