ComplaintsforSit Still Kids Salon

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the salon with my two boys on March 2 to get both of them haircuts. I paid $96 total..They did a horrible job on both of the haircuts. I called them on March 7, five days after our appointment to request a refund as I had to come home &cut the boys hair myself to try to fix it. One of them There is no cutting you can do to fix it so its just gonna have to be buzzed down to even it out. I contacted the location &they had the manager call me back today, March 8. she advised me that the refund policy was up to five days after the date of service which I informed her I did call on 7 March &she did not return my call until the next day but I did contact them by that five day **** she said she would contact the owners about getting me a refund. She called me back &said that she could offer me a haircut to which I declined as they had already ruined my sons hair &cut it short to the point that you cant really re-cut it so I again stated I just wanted a refund to which she said she would call the owner again &call me right back &she did not. I contacted her an hour later to find that my phone number had been blocked. I called the salon &they said they would reach out to the manager. They also informed me that their refund policy is seven days after the service was provided and they are able to refund up to 50%, which the manager did not ever state. All she tried to offer me was to get a haircut done . The worker at the salon contacted the manager &did not ever call me back so I called again an hour later to ask what the resolution was &if I could just come in &get $96 worth of product at that point, so I didnt have to keep dealing with it and she told me to call corporate &told me their number could be found on their website &then she hung up on me..They are franchise locations &there is no corporate. They refuse to answer my phone call or refund any amount of money or provide any resolution for the poor services they provided.

  Business response

  03/12/2024

  Hello, 

  To our knowledge, *************************** is the mother of two boys who came in with client, ************************************************ was not present at the appointments with the two boys, as she claims to have been. We've spoken with our stylists, and at first they couldn't recall any situation that day with a mom and two boys, but that's because we were initially unaware that she didn't bring them in. Once we discovered ****** brought the kids in, the stylists remembered. They said ****** did not complain about the haircuts during or after the appointments. In fact, he left a 19% tip on one haircut and a 21% tip on the other, as seen in the screenshot attached. 

  We did receive a call from ****** on the 5th day after the cuts; however, she had already taken shears or scissors to her kids' hair on her own. Usually, if a cut is amended at home, we would not offer a free adjustment. However, she was so upset and angry on the phone, we offered an adjustment on both cuts, free of charge. She denied the opportunity. Our manager who called her back, was not scheduled to work that day, yet called from her personal number. After speaking with ****************** multiple times and hearing the yelling and threats, our manager did block her phone number, as she was scared. She then called us to ask us to step in. ****************** then called the salon again, and spoke with one of our stylists, ******. She told ****** that although she would not be accepting an account credit for free adjustments to the haircuts, she'd be coming in to take $96 worth of product. We did not offer free product, in addition, that included the tip left by ******. 
  

  We feel we handled the situation justly and to the best of our ability, though we were threatened. She has slandered us on social media, left a bad ****** review, and now complained to the BBB. We offered to adjust the cuts, free of charge, and she said no. We are disappointed that she threatened to steal product and that she's made our staff feel nervous and uncomfortable. We would have been happy to help, had she let us adjust the cuts for free. 
  
  Thank you. 

  Customer response

  03/12/2024

   
  Complaint: 21407754
  
  I am rejecting this response because:

  The owner lied on their response. I was at the salon that day, ****** booked the appointment under his information, but I definitely came in. I was the one that had the picture of the haircuts on my phone that I showed both of the stylist, I interacted with both of them directly. I have attached a picture of me standing in the salon with the date showing that I was actually there. I definitely told ***** that I did not like how she had cut my sons hair and I asked her to fix it as I was standing there in the salon, and she ignored me. The manager did call me, I did not scream but I was pretty irritated at this point, so I mightve had some tone in my voice sure, but I did not threaten them. The manager said she was going to call the owner to say I did not want a credit on my account and I just wanted a refund so after two phone calls of her telling me that oh well theyre refund policy is five days and then she called me back and said the refund policy is only four days but when I called the salon to ask what the refund policy was the person who answered the phone told me that the refund policy is SEVEN days so The manager straight up lied to me . I called the salon and told them that the manager said she was going to credit $96 on the account , so I said can you call her to clarify that so I can come in and get $96 worth of product. I did not say I was going to come in and steal it. They said they were going to put a credit on the account therefore I wouldve been able to use the credit to get the hair products.  The employees there were not scared. They were not intimidated by me at all if anything elodie was very rude on the phone and blatantly lied to me which I have on a recording of her telling me to go call corporate, and that their corporate number was on their website, they are a franchise, Therefore, there is no corporate. She blatantly lied because she was one of the woman that cut my kids hair, so Im sure she wasnt happy about being complained about . I have provided the proof that I was in fact there that day, obviously this company is not above lying and treating their clients like c*** If theyre going to lie about me being in store that day, what else are they going to lie about? 
  
  Sincerely,
  
  ***************************

  Business response

  03/22/2024

  We, too, disagree with ******** response. Our employees didn't lie about remembering ****** being in the salon. They did remember the father of the boys. We asked both of our stylists, and they simply didn't remember, as they see many family each of our weekend days. We're pleased ****** sent the picture of her in the salon, as everyone was smiling after the haircuts were completed. The haircuts looked great! In addition, as we originally stated, they left 19% and 21% tips. We're confused why they'd be smiling and leave a generous tip if they were unhappy. 

  In addition, other than the picture of the family in the salon, we have no way of knowing what the haircuts looked like, as she admitted to cutting her kids' hair when she got home, then took a picture and used that as her proof that the haircuts were unsatisfactory. That seems like an unfair way to gauge the haircuts. It's also unfortunate, as she used those pictures on social media as an example of our stylists' work, yet she'd taken scissors to their hair before she took the picture. 

  Our employees did not blatantly lie when speaking to her. I know our manager was flustered and shocked at how angry and escalated ****** was on the phone. When she called to speak with us, she was shaken up and wanted to talk through it. She offered to put a credit on the account for future complimentary cuts, as ****** had already rejected our offer to adjust the cuts, and in fact, cut her kids hair herself. At this point, our stylists were made aware of what was happening. We feel they were stressed to have any conversations with ******, as they knew she was angry and loud on the phone. 
  
  We do not have a "refund" policy, per se. We offer free redo adjustments within 7 days of the original haircut. I will not argue that our manager and stylists didn't perhaps make a mistake in stating a policy. I can see that that would be an easy mistake to make, especially if they're flustered from the conversation. We completely reject the notion that anyone blatantly lied. Our employees have good character and would not do that. 

  Customer response

  03/30/2024

  I am not satisfied with the outcome nor did they resolve it. I did not cut their hair then post a picture. I took the picture before I FIXED their hair. I guess next time Im not happy with a service I should scream at them in store? Again I didnt realize how bad it was until AFTER we got home as the girl threw a bunch of gel in it and styled it up. My partner is a generous tipper whether bad service was received or not, that doesnt mean it was a good haircut. He has even said it looks horrible after we got home. But keep lying.

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