ComplaintsforTouch of Radiance Natural Beauty Bar

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/3/2024, i contacted this business via their website to inquire about a service involving a hairstyle called microlocs. I asked if they could do this particular hairstyle as it is very complex and can only be done by someone knowledgeable and that had done it before. The stylist redponded and said yes, she does this procedure. After a consultation which involved evaluating my hair, going over the process and disvussing price and length of time, an appt was scheduled for 3/16. I arrived on the date and time, which was moved back a few hours because she called to say she did not receive the hair she ordered and had to go to a store to purchase. She began installing and it took 23 hours bt. 2 days. This style is a forever style which means it is never removed but requires maintenance every 6 to 8 weeks. After about a week, one of the braids detached from my head with my hair attached to the braid. When I wrnt for my follow up maintenance on 4/27, I informed het of my concerns about the braid falling out and how it looked. I also told her about a ******** post showing the hair she used on me and that it was recommended not to use it. She was surprised anout the type of hair and realized it was not good hair also. But ***** was almost 300 braids in my head and removal was not an option. She assured me it would be fine. After another couple of weeks, I noticed my new growth hair was coming in with only a few strands attached to braid and I reached out to her with concerns my hair would start falling out. She had me come in and she said she did see some braids that were very thin and attempted to repair but I told her I thought all of them would end up that way and she said they wouldn't. After a few more weeks more hair was being lost. I reached out to other loctitians that specislize in the style and was told she fid not do it correctly and I needed to get it out. I immediately went to her afterwards and requested a refund. She refused. I am seeking resolution

  Customer response

  06/25/2024

  Photos of the condition and damage to my hair. Showing the improperly installed locs being removed and all of the hair I lost

   

  Business response

  07/12/2024

  
  ***********************
  Attachments
  10:35 AM (23 minutes ago)
  to me
  
  Dear ***********************,
  
  I have been a licensed cosmetologist for over 20 years. On March 16, 2024, I provided a service for ********************************, which took 23 hours to complete. *********************** was very happy with her service and returned six weeks later for maintenance.
  
  *********************** was informed that the service was final upon completion, and any changes requested after one hour from the end of the service would incur additional charges, as stated on the signed waiver form. Despite this, I offered to fix the issue at no additional cost. However, *********************** was still unhappy and demanded a full refund.
  
  We agreed to refund $225.00 for a service she had not yet received, and I believed the matter was resolved when she accepted the refund via Zelle on June 22, 2024. However, she has now contacted the Better Business Bureau (BBB) to file a complaint regarding this issue, which I understood to be resolved.
  
  I have gone above and beyond to address *************************** concerns and have issued a refund for the prepaid service despite my refund policy. A signed waiver is attached for your reference.
  
  Sincerely,
  
  ***********************
  ************

  Customer response

  07/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21895374
  
  I am rejecting this response because: 1. This is a forever hairstyle that requires forever maintenance. Because the hair is braided at the root, it is not possible to know the results that I experienced until the new growth hair begins to grow, which is the reason for coming back every 6 to eight weeks for tetightening and wahing. I expressed my concerns in between my first mainrenance and returned to have her examine my hair. She assured me tgat it would continue to grow thicker and I wouldn't contibuw to have these problems. I returned for my 1st maintenance appt where she wahed and retightened. I contacted her approx. 3 weeks later when my hair began to grow out again and informed her I had lost one of the braids, as I suspected would occur. I cane back in so she could look at it again. She opted to try a way to fix it, which seemed to be a solution, only for more hair to come out. I returned for the next maintenance and told her I was very unhappy and would seek another expert. She asked me to give her another chance to fix it. I once again agreed but this time it was worse. The solution she tried resulted in the hair slipping off and falling to ground. I had enough and no lobget agreed to have her try to fix it. I sought further expert advice who stated she did not dovthis process correctly and I would continue to lose hair. A customer getting regular hairstyle may be able to determine satisfaction one hour after service, but that is not possible with this service as you cannot make a determination until your hair begins to grow out, and this stylist knows this if they are experienced with this tupe of service. Regarding the money returned, this has nothing to do with my complaint as the money was due back to me because she hadn't provided that service yet. I requested that bacj but also stated in my correspondence to her that I was seeking a refund for the improper installation of what was supposed to be microlocs. Nothing was inferred as being settled because she sent back to me money she hadn't earned yet. I am filing a civil lawsuit to address the request for a refund. In no terms did I state or agree that the issue was settled. I initially asked for half to be refunded but will now be seeking a full refund along with pain and suffering for loss of hair, and money paid to have her work removed and negligence if this cannot be resolved prior to 
  
  Regards,
  
  ***************************

  Customer response

  07/12/2024

  Part two of rejection response. **************** has provided the document I signed regarding service being final and concerns must be addressed 1 hour after completion however this could not apply to me as the service was completed at 1130 pm on day two which means I would have to go home, see that my hair was going to dall out and have her come back to shop by 12 midnight. Not possible. Also, the sigend agreement says I would folliw the salons regimen andsuggested follow *** of yhe salon in maintaing and treating me and the folliw up was scheduled before I left the salon that night so my service did not end that night and was considered ongoing so it could not be considered final. And as **************** stated, I continued to complain and each time she tried to fix it. Unfortunately she could not. Her agreement states 1 hour after service ends, but my service never ended until I finally decided I could no longer allow her to try to fix her mess up. Once again, this was an ongoing service that was supposed to last a lifetime which is why the cost was so high. It was a lifeyine investment of which I only received 3 months and the 3 months was a nightmare.

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