ComplaintsforElle Salon

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my daughter ***** ***** to Elle hair salon on Tuesday May 2, 2023. Prior to scheduling the appointment we told them we wanted balayage. When we arrived at the salon, We showed the stylist a photo of exactly what we wanted and were told by the stylist that we could get that look with no problem. The stylist we got scheduled with is a level 1 which means she does not have as much experience as the higher level stylists do. I am not sure why we were schedule with someone with no experience with balayage. We spent close to 4 hours at the salon, and Once the service was complete, my daughter had orange hair, with a huge line of demarcation in the back of her head where it was not foiled properly. We complained right away to the front desk and were told to come back the next day to fix it. We were charged $150 plus a tip even though we said we are not happy right away. The stylist never even thanked us or said goodbye once she was done. The next day we went back and all they did was place toner on her hair which did almost nothing. She still left the salon in tears and orange hair with a line in the back of her hair that looked nothing like balayage. I reached out to the salon Manager the next day and was told this is “normal” and if we want we can come back and pay again to fix it. I explained to her that this is not normal nor what we wanted. We showed a photo and were told we would get that look. My daughter has been going to school in a hoodie because she is too embarrassed to show her hair. After some thinking and other opinions of other salons we were told this is not balayage nor normal. So I called the salon manager again and told her they need to fix this at no charge or refund us so we can go somewhere else to get it fixed. She was rude and said cant do that and would have the owner call me. The owner never called me, and the manager never followed up. At this point I feel we were lied to and mistreated and this salon doesn’t care to fix it.

  Business response

  05/31/2023

  We informed the customer she needed to sign a waiver and she did so, because the result would not be achieved in one session.  The customer was made aware that she signed a waiver and she made another appointment.  The work done in the photo was not done by our salon.  There was nothing else we could do for the customer.  Customer called about five or six times yelling and threatening us.  

  Customer response

  05/31/2023

  Complaint: ********
  
  I am rejecting this response because I never signed any waivers. They had my 14 year old sign it and the stylist verbally told me and my daughter that she can achieve the look in the photo we provided. 
  After the service was complete the stylist never even came to us that thank us or ask if everything looked ok. I had to deal with the receptionist who told us to come in the next day to get it toned. 
  We went back and had it toned but it didn’t do anything. It still looked orange and very blotchy in the back with a huge line of demarcation. I reached back out to the salon and spoke with the manager who told me we would need to come back and pay again to have it the way we want. The manager was very rude. Made me sound like I was a liar and wasn’t even willing to fix their mistake. I was promised a phone call from the owner, which never happened. 
  I never called and yelled or threatened anyone. All I said was I want this fixed for no additional charge or money back otherwise I will be contacting BBB.

  This business is very unprofessional and rude. 
  
  
  
  Sincerely,
  
  ***** *****

  Business response

  06/01/2023

  Again we told the guest that the look she wanted could not be achieved in one session and a waiver was signed. Mother was in the salon the whole service. Multiple stylist and manager explained that it was not achievable because the Mother colored her hair at home. Mother told our stylist that she was also a hairstylist. If Mother was a stylist like stated would she understand the process of lifting out color.  We offered free adjustment service to tone the hair and rescheduled a second service lifting service for charge (because it was going to the multiple lifting appointments to achieve her goals) Mother booked the second lifting service at time of adjustment service and stated nothing about hard lines. Mother then called back to cancel the second lifting service then proceeded to call multiple time harassing an our business. We explained that lifting whatever color she applied to her daughter at home would take several sessions like the waiver said. I stand by the fact  photos were not taken at our salon 

  Customer response

  06/02/2023

  Complaint: ********
  
  I am rejecting this response because they are being very dishonest. 
  I never told them the hair was colored at home! The stylist never told me it would take multiple appointments to achieve the look we wanted otherwise we would have never agreed to do it at that salon.

  again, I never threatened the salon. I simply called and spoke with the manager (2 times ) to see if this could be fixed at no charge or if they can refund us because my daughter was crying every day and  going to school in a hoodie to hide her hair from embarrassment.

  they booked this service with a level 1 stylist without letting us know ahead of time. A level 1 stylist can never achieve this look and it took her over 2 hours just to apply the bleach. She was running short on time so she rushed the entire process and removed the bleach too soon. Which is why it didn’t lift. Also the photos were not taken at the salon they were taken afterwards but the work in the photos was done at the salon 

  I have no reason to lie and I am not crazy and yes I am a stylist I just don’t do women’s hair, but I went to cosmetology school and I know that the work that was done on my daughter is NOT balayage. I also know that the way we are being treated is very wrong and the manager was the rudest person I have ever dealt with who was yelling at me on the phone when I called. Also I was lied to when she told me the owner would call me, the owner never called and manager never followed up again. 
  
  
  
  Sincerely,
  
  ***** *****

  Customer response

  06/05/2023

  I do not understand how this case is closed and the salon wins. They were not honest with us and took our money and never fixed their mistake. The reason I contacted BBB is to get a resolution in this situation. I tried to get the company to fix this but they were so rude about the entire thing. I was promised a phone call from the owner, which also never happened. 
  the entire experience was a nightmare and I just want my money back. 
  allowing the business to win in this situation is the reason this business treats customers this way, because they get away with it.

  I am very dissatisfied with this process and this resolution which didn’t resolve anything. 
  

   

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