ComplaintsforSantangelo Salon, Spa, & Clinic

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 18, 2023 I ordered a custom hairpiece. It was delivered July 18. I ordered very light hair density and was led to believe they could customize my order to give me that. In actuality it is merely a hairpiece ordered out of a catalogue. I returned to the salon on July 18 and Aug. 15 and each time complained about the density and weight and style. On Sept. 5, I again complained and ******* said she would contact the wig company about taking out some of the hair. After not hearing from them, on Nov. 8 I went back and felt that nothing had been done about removing density, and ******* told me she had washed it to flatten it out. She put it on me, I left the salon, and in the parking lot took it off because the hair was too heavy. I have never worn this, other than when it was put on me at the salon, and each time I would remove it in the parking lot. This hairpiece is nothing like a previous one I had purchased at another local salon which was actually CUSTOM. (But that salon is no longer in business.) The Santangelo Salon's website is extremely mis-leading, it promises services and results that are unattainable at their salon. (I have previously purchased a very similar human hairpiece at another place in Buffalo and it only cost $300, and so for $1,400.00 I was expecting a much more custom piece.)

  Business response

  02/13/2024

  I have attached copies of the custom order confirmation received by us from the factory showing this unit was in fact a custom to made order. On 4/1/23 ***** came in for a consultation and we put together a custom order for her. On 4/21/23 ***** came back in to make adjustments to her order. At that time I went over all specifications and made the adjustments as per her request. ***** did request we send the unit back to remove 10% of the hair to see if she liked that better. I obliged. The factory removed some density but informed me any more than the 10% might compromise the base of the unit. I let ***** know at that time that was the case and let her know that new systems need to be washed several times before relaxing so I had also done  that for her to try and help the process along. When I received a letter from ***** requesting a refund I tried to contact her via phone but got no answer. It states in her purchase agreement that we agree to adjust the cut color and attachment style until the client is satisfied. If their is a manufacturer defect in the unit it is to be sent back to be remade. If ***** would like a new unit made she can contact me directly at *********************@gmail.com 

  Customer response

  02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  This is to follow up on our conversation yesterday regarding the February 13 th reply from ******* at
  Santangelo Hair.
  I was doubtful about the suggestion of sending the piece back to the company to have 10% hair
  removed. ******* initially mentioned 20% but said that that amount of decrease in density would
  compromise the base of the unit. I felt that 10% would not be a noticeable improvement. After the
  September 5 th appointment, I was never informed that she had sent the piece back to the company - I
  had to call the salon early in November to find out what was happening.
  Since it is now clear that the manufacturer itself has stated that more than 10% would compromise the
  base of the unit, it seems that re-ordering another unit would not be an improvement and that my
  expectations cannot be met. It would just be a repetition of the same thing.
  In addition, they never made contact with me or left any messages regarding my Certified letter of
  November 27 th requesting a refund. Arriving at a mutually agreeable financial settlement to this
  problem would save both parties further time and effort.
  It was very nice speaking with you, and I appreciate the suggestions you gave me for other courses of
  action.

  
  Regards,
  
  ***** ********
  
  
  
  

  
  

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