Truly one of the worst customer service experiences I've ever had.
This was originally going to be a mildly negative review of about 2 to 3 stars, but the conduct of the owner was so shockingly bad that it is now a one star review. I would urge anyone I care about to avoid this place at all costs.
Short version of the story: I asked the salon for something very specific, initially thought they had come close, and then realized how far off it was (and that the deviations really didn't flatter me). After washing my hair three times that night, hoping it would fade, I contacted them the next day. I am 30 years old and have never been so unhappy with a haircut or color that I requested a correction, but there's a first time for everything.
It was also the most expensive haircut I'd ever had, so it seemed reasonable to try to achieve what I'd originally requested.
I contacted the salon via Facebook messenger, hoping I might be able to come in for a correction. The salon owner immediately began talking about how much time and money it would take to fix. She did not ask what specifically I didn't like, which seems like it might have been useful information.
She told me that the salon would not take responsibility because I had seemed happy during the appointment and hugged the stylist afterward. To me this is a totally bizarre stance. It is common for clients to feel differently about their hair after going home and seeing it in more natural light, and most high-end salons offer corrections for that reason.
Furthermore, I had a very specific request which I had communicated via reference pictures in email, with clear verbal descriptions on the phone, and during an in-person consult -- all before the actual four hour appointment. I have evidence of my request (see email screenshot) and did not change my mind about what I wanted at any point.
I could have been more assertive during the appointment itself and will own that, but I wanted to trust my stylist (Marika). It feels a little awkward and presumptuous to try to question a stylist while they're working.
Anyway, after a few days of back and forth, the salon owner moved onto a different claim. She said that I had actually chosen the shade of red that the stylist used, which is simply a lie. The stylist showed me many swatches and I asked her not to go too dark, but I let her make the final call. We had looked at the same coppery red reference picture many times at this point. She said she would mix two together, disappeared into the back, and the next thing I knew, she was applying it.
I was so disappointed by the fact that the stylist and/or owner would lie about this interaction that I did not feel like I could trust them with the correction. So I went to a different salon, where a different stylist did an amazing job rescuing my hair and giving me what I'd asked for.
The contrast between Acacia's work and customer service couldn't have been clearer. They were more affordable, too, but it still took three hours and cost a considerable amount of money.
I continued to correspond with Acacia because I hoped the owner might be willing to offer some refund or compensation for the correction done elsewhere. She had previously asked to know what they did and hear how much it cost.
After I told her and showed her the corrected work, she became even more defensive. Within a few days, she contacted me and said she had talked to her lawyer, apparently to establish that a bad review from me would constitute slander and merit a cease & desist letter.
Hence the one star review. Possibly the worst customer service experience I've ever had.
She will say I am lying, of course. That's why I've provided screenshots and photos. I invite you to draw your own conclusions -- from them, and from the inevitable response she will post.
Please save yourself time, money, and stress. Go literally anywhere else. read more