ComplaintsforDellaria Salons

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stylist did not cut hair according to clearly laid out instructions in consultation. I have been trying to get a refund and they will only give me a gift card to a business I do not feel comfortable using again. I also have been very sick since the incident because I had to leave the salon with a wet back on a cold night. I just want my money refunded to my original method of payment.

  Customer response

  03/14/2024

  I have not heard from the business in response to my complaint.

  Business response

  03/18/2024

  RE: Complaint ID # ********
  
  
  
  Dear Sir/Madame:
  
  As previously explained to client, ***********************, we are sincerely sorry to hear of her disappointing hair service!  Upon contact, the client was reassured that with over 50yrs experience in the beauty industry, 20 salon locations, and over 400 well-trained licensed stylists, Dellaria salons posted company policy guarantees all hair services 100%.
  
  As such, the client was offered to come back into salon for Dellaria Salons to see the results of her disappointing haircut "in person", and for Dellaria Salons to remedy the situation immediately for her at no extra cost. However, client refused our offer because she said her hair was cut too short. In addition, client was also offered the option to come back at a later time (whenever ready) to receive a complimentary hair cut in the future. But once again, client refused the offer because she said she lost confidence in her stylist. With that in mind, we explained that with 20 neighboring salon locations, and with over 400 well-trained licensed stylists to choose from, Dellaria Salons would not limit the client to see the same stylist, nor to visit the same location for services. Once again, the client declined.
  
  As Dellaria Salons final resolution to client's complaint- although against Dellaria Salons company policy, as a good will gesture we sent the client a refund in the form of a gift card, which does not expire and may be used for services and/or retail products at any of 20 Dellaria salon locations to choose from, as well as the option for her to re-gifted the gift card to a friend or family member.
  
  In closing, and as Dellaria Salons final response to *************************** BBB complaint, the client's refund will remain in the form of the gift card, which was issued and sent to the client on February 27th 2024.
  
  It is most unfortunate,and once again, we are sincerely sorry the client experienced service disappointment due to miscommunication with the one stylist (out of 400+) she was serviced by at the one salon location (out of 20) she visited.
  
  
  Sincerely,
  Dellaria Salons
  

  Customer response

  03/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2-19, I went in for a full bleach, vivid color, and to have a few inches of damaged hair cut off. I had been here before for bleaching, as I used my own product for vivid color. My hairdresser always promoted the salon color line, saying how great and vivid the color was. Leaving the state for several months, I decided to splurge and try her hair color. I specifically booked an all-over bleach, blue vivid color, and cut. I showed her pictures, and she showed me pictures of her daughter's hair she'd just done in vivid blue, and it was lovely. However, I was surprised when she started shampooing my hair, as I have done vivid colors for years now, and knew it required bleach. She assured me the shampoo would allow the color molecules to penetrate the hair. I expressed concern, especially when my hair was clearly not faded at all before she put the blue hair color on, but she ignored me. Then she just halfway trimmed the ends, not removing all the damage. It was not as vivid as I would've liked, but I didn't complain because it didn't look bad, it just was not what we'd discussed. I was devastated a couple days later when I washed my hair and all the blue came out. After two shampoos it became a streaky, greyish-brown looking mess. Numerous phone calls did no good, with the manager refusing to refund anything, saying it was in corporate's hands. Corporate did not communicate in a timely manner (customer service was in once a week for a few hours), and since my hair looked disgusting, I finally had to go to a random stylist in Nashville, TN three weeks later while I was traveling. She was horrified by my hair, took lots of pictures, and fixed it. She did not have the blue color I wanted, but at least it did not look streaky and gross anymore. After weeks of back and forth and frustrating customer service, Dellaria finally begrudgingly refunded $85. Unacceptable. I had to pay $250 to fix their mistake. It wasn't like I could live with it - they ruined my hair color.

*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. ↩