ComplaintsforM Salon

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited the salon on Sat., March 19th. I was scheduled for a balayage, but once I got in, the level 1 stylist I got changed it to highlights. I repeatedly told her I wanted "heavy blonde with NO brown". She did not state I would leave the salon with brown hair & a few (badly done) highlights. I did not want or ask for highlights. Half way thru, she told me I could come back in the same week & she could bleach the brown she didn't touch that day, after telling me she couldn't 30 minutes prior or she would "fry my hair off". I told her even when she was done that I didn't like it. She got loud with me & told me it was "a process". This isn't the first time Ive dyed my hair blonde, & I know it can be blonde in one day. No one was at the salon when I left but her & I, so I felt I had to pay & just contact the manager later. I spent 6 hours at the salon & $250. I posted on Facebook asking my friends what they would do if they had that done to them, which the manager later said was "bashing her company". I didn't mention their salon name until someone asked me where I got it done. I was silenced from sharing my experience by then being harassed by multiple employees finding my personal Facebook page and sending me friend requests and told I was "bashing them". The salon posted multiple posts about how well they have done blonde hair in the past few months, further trying to silence me & not take accountability, instead of speaking to me. I was ignored by the manager(s) while they had their employees sharing every post about blonde hair they had done in the past, trying to convince the town that they did nothing wrong. The manager seemed rude when I spoke to her via email, & didn't really offer a good solution, nor would I trust the employees at her business after they have talked about me to half the town. I asked for a refund multiple times & was ignored. When she finally responded, she said "no refunds, sorry you don't like your hair". Horrible customer service.

  Business response

  05/05/2022

  Business Response /* (1000, 9, 2022/04/12) */ ***Document Attached*** I quickly responded to your email and offered to get you back into the salon at no charge. You left the salon after a 6 hour blonding service with your hair a very pretty blonde that was still very healthy which is our goal. We apologized that you were unhappy and offered to fix any problems which you refused. My staff tried to contact you only to try to offer to fix anything that you thought was wrong with your hair.I apologize that you took this as them bothering you or harassing you. The salon did not retaliate in any way or post anything derogatory. We removed your photos from our page as you ask and offered to fix the problem. I apologize that anything that has been offered is not enough. We are just like any other service business and our staff has to be compensated for their time and products and given the opportunity to fix an issue if a client has one.We regret that we are unable to resolve this issue with you. Consumer Response /* (3000, 11, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have the email, and can attach it. She offered to fix ONE "chunky spot", but not the entire hair that is messed up and not at all what I asked for. I was never offered for a higher level stylist to fix this. I told her I wanted a refund, as I did not trust anyone at her salon at this point, especially after they had all gossiped about me. I want to see a professional that will do my hair the right way, and knows about doing blonde hair. M Salon has destroyed my hair. It looks HORRIBLE, and she offered to fix only ONE "chunk". That is not a solution. If she had offered for a higher level stylist to fix my ENTIRE HAIR the first time, and been respectful, I would have said yes, but after the way I was treated, the only solution is a refund. Her stylists getting paid is her problem, as the owner; not the clients. She needs to take responsibility for how she chose to handle this problem.

*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. ↩