ComplaintsforFabrizio Salon & Spa

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On May 10th, 2023- Appt to have my Hotheads tape-in extensions moved up. Extensions were purchased from the Salon. Extensions were “ripping”&probably defective. Stylist took all ($500) extensions upon removing them from my hair to return. According to the Hotheads company and CEO, ******* ******, Hotheads has a 90-day hassle-free warranty if the quality doesn't meet customer expectations. email 6/20/23 Upon leaving the salon, they said they would “call me” when they had info about my extentions & would reschedule my next appointment. They never called. After three weeks of not hearing anything, I LM to call me back when they could. I was never called back. I called back again and left a message a week or so later. Still I did not receive a call back. I called back again left a vm several times. After research, I actually talked to the distributor at Twin State, ******* and ******. *not special order items. They told me to request REFUND from salon. The rep for salon, Laura, was supposed to send them to Twin State.Twin State has verified that the salon was refunded their money. June 27th or 28th, I contacted Twin States again. She was going to give the situation to her office manager to see what could be done. June 30th, I call daily or several times a day hoping someone will answer. It seems seems like it should be illegal to take my money and withhold product. . I have a receipt that I paid $670 for my original appointment to have them installed. $500 -tape in extentions, $100 for the installation of them, and $70 for color to match extensions. They I have spent 8 weeks chasing them and they took my money. They took the product and did not provide a refund or replacement product. I feel robbed. Literally. I live an hour an a half a way approx. I’ve spent hours on the phone and documenting this all. My time is worth so much more. Personally, Now I believe it would be more than fair to ask my entire purchase appointment price of $670 to be refunded.

  Business response

  08/07/2023

  The client visited on 5/10/23 and was not charged for services rendered. So, she would not be entitled to a refund from this visit date since nothing was transacted. During this appointment, we performed a removal of her extensions ($150 value), and a single process color application ($70 value) and a blow dry style ($60 value). The client did purchased hot heads hair extensions on 3/23/23 (nearly two months prior) for $400. Installation of extensions was $200 and we performed a single process color application for $70. The visit total was $670.00. Our client satisfaction policy which is found on our website states:" No cash refunds are provided after any services have been rendered. However, if you are not completely satisfied with any service received, please call us within a 7 day period to express and notify us of your dissatisfaction. Our 100% Satisfaction Guarantee* makes you eligible to receive a second similar service of lesser or equal value with the same service provider or anyone you choose completely complimentary. Yes, that’s right! If we don’t get it right the first time, we’ll perform the same service a second time at no cost to you."*Additional services (those services added to second similar service visit and not originally provided on the first visit) will be billed at an additional cost. Second similar service must be scheduled within 7 days of dissatisfaction notification.  Second similar service offer expires after 7 days and client waives eligibility to receive a second similar service if not scheduled within the 7 day period. As you can see, a refund request is being made from a visit date nearly 2 months after the service was performed. For this reason, her request is being denied. I have attached copies of her receipts for your review. If further material is needed or if you have any questions, please do not hesitate to contact me via this email.

  Customer response

  08/09/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.  Response to email from BBB August 9th (seen)Dated Aug 7, 2023I find it unprofessional that this response lacks a name. I would like to know who responded. I am quite sure I know who is behind this theft of a client’s replacement  “product purchase" situation and it is not the stylist.  And my response is as follows:First of all I never asked for a refund of any “services rendered” on  May 10th, 2023. I do want the  actual “replacement product” Hotheads tape in extensions I PAID for and Fabrizio took from me  May 10th. Fabrizio said they would call to schedule an appointment when MY replacement was in. They never called and have ghosted me, keeping my money and my product. Is that legal?In fact ****** assured me and it was said in front of others. The persons at the reception desk said they would give me a call and schedule me and no worries.  ****** told me not to worry and that Hotheads usually last 6 months to a year. I trusted her. When they were defective at my 6 week appointment, I was surprised.  But they were under Hotheads company wide warranty. There was no time between seeing the defect and Fabrizio being informed. They had the product immediately as well. Again, they were to call me when they got the replacement. I do not want a refund for services of any kind. I want what I purchased.******* ******, Hotheads® As Senior Brand Director, emailed me herself and said, “we offer a 90-day hassle free warranty if the quality doesn't meet your expectations for an exchange (not a refund).” She also said she reached out to Fabrizio specifically to notify them that I reached out to her because I was upset. I will gladly forward her emails backing up the warranty. Please ask them to mail me my Hotheads replacement extensions.***** ****** ***** **** ****** **** ** ******** ** ***** Regards, Complaint ID: 20261949      

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Had a hair appointment on Saturday, September 24th at 11am. The stylist was 30mins late. 3 and a half hours later, partially neglected, because she was dealing with a bride, my hair was not correct and I told her it was something I had to get used to. I didn’t want to tip her because she was 30mins late, but I still did because everyone is hurting right now. My bill was $328. I felt like it was a little steep for not getting what I wanted and for the stylist to be late. I called and left a message stating I was upset about my hair and even asked for a refund. Rita got back to me the next day, which was Monday 9/26 and stated she was able to get me In for an appointment to fix my hair on 9/27 at 5pm. Today, I showed up at 5pm thinking I was going to be seen, 30mins went by, and I spoke to the front desk lady and said, I’m sorry but I’d really like a refund. I was told I’d be seen at 5pm by the owner, and it seems he is still working on other customers. The owner came up to me and seemed as if he didn’t even know I was supposed to be there, and questioned me. I told him Rita stated I could get my hair fixed at 5pm. He said that he was still working on customers. I said I’m sorry, but at this time, I’d like a refund, and I’m even willing to take half of the refund because I know how businesses are hurting at this time. He said no we don’t do that and I’m willing to help with your hair when I’m finished and I stated, no I don’t have the time and I was told I was getting it finished today. He angrily stated he wasn’t going to deal with this and made his front desk person deal with it, he said if you don’t leave I’m going to call the police and I stated why? I’m just asking for a refund, and he said call the police to get her escorted out. The front desk person called and I waited. He eventually sat in the corner and didn’t want to talk to me. I stated I’d put in a complaint to the better business bureau and left.(have Recording)

*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. ↩