ComplaintsforElement 5 Salon

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came for my yearly appointment to get blonde highlights and red lowlights. I saw a lovely lady ****. I explained to her that my hair is very fragile, that is why I am highlighting it only once a year since it breaks easily. Considering that **** suggested a different blonde color that will last longer. She said if I don't like it, I can always come back and she will correct it. I agreed.When I was done I loved the reds and the way she trimmed my hair, but I told her that my blonde highlights are too dark/orange . **** said it's just a toner and it will get much lighter after few washes and I should try and see if I like it. So I decided to wait and see. I paid $318.61 and left.My hair was getting a little lighter, but very slowly. Finally, after a month, I called back and said that I am still not happy because my hair is not blonde, but orange. I was told at this time that I would have to schedule another highlights appointment that I will have to pay for again.For once, it made no sense to me as I told them right away my highlights were too dark and I was told to wait and see. Secondly, it could break my hair doing it again so soon. I was getting upset and asked to speak to the owner.The owner, *************************, called me in a few minutes. She listened to my explanation and then said that because it was 6 weeks they can't fix my color.So after spending over $300 at their salon, I am unhappy with my color without any resolution to it. I want some compensation since now I will have to go to a different salon to fix it.

  Business response

  07/13/2023

  Element 5 Salons color policy has always been that if for any reason you are not happy with your color service, please contact us within 48 hours of your service.  This policy is on our website.  ****************** had her color service completed on 5-27-23 and called us on 7-6-23.  Her call came in 40 days after her service.  We have made some exceptions in the past up to 7 days to make sure a customer is happy, but 40 days is typically when many clients come in for next scheduled service.  I am not aware of any salon that would redo a color service after 40 days.  I hope ****************** can find a salon that fits her needs.  

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