I had a terrible experience with color service at this salon. I had lightened my hair with a lightening spray for years and it looked terrific and natural till about the five year mark when it started to lose depth and range of hues. My natural color has been darkening as I've aged but I was a strawberry blonde through my 20s with a bright golden tone. I had done blonde highlights ten years ago, which I hated because they were cool and platinum, totally the wrong hue for my coloring. I shared that with colorist Susan Hurley and explained that I wanted to go back to my original shade, while keeping the gold tones and possibly adding reds. She countered that in her experience going too dark after being blonde is too harsh of a transition for many women. I started to interrupt to say I didn't have a problem with that and she cut me off with "let me finish." She mapped out a plan where she would do highlights and lowlights to return some of the color variation and I'd be able to gradually go darker. I said I was ok with that, but I definitely didn't want a harsh root line to grow out and I wanted to keep the gold. She agreed.
The next week at the end of the appointment I had ash blonde hair with platinum highlights. The shade of blonde she used was dirty and grey, the color most women come to a salon to get rid of. The blonde was even lighter than what I walked in with, and the technique she used of grouping tiny amounts of hair meant the overall color was muddy and slightly green. My mom, who is always the first to argue that I look great, no matter what my own critique, took one look at my hair and said it looked like it did when I was a kid and swam so much in the pool my hair turned green. Meanwhile, Susan was delighted, telling me this was a successful coloring because I was now "neutral" and we had all sorts of options as to what to do next. Never mind that neutralizing my tone and cooling it was never what I wanted and had explicitly said I had hated about my past coloring experience. I was so shocked and upset I just agreed that I liked it and left the salon as quickly as possible.
The same day (Saturday) I reached out through the web site to see what could be done. The person manning the chat function was completely unhelpful, essentially, that's not my department, and directed me to the salon. I figured Susan would be busy with clients so I sent a polite but unhappy email asking specifically what could be done and what the policy would be on charging to fix it.
Susan called back late on Monday and left a terse voicemail saying she understood I wasn't happy and she wanted me to be happy so call her back. She didn't address any of my questions or acknowledge any responsibility for the miscommunication. I felt like I was going to wind up in a stressful negotiation with her, still without understanding what the salon would be willing to do for me, and speaking with someone who clearly didn't think she had any role in how things had gone wrong. I sent her an email saying I felt so mistrustful after this disaster that I needed to seek help somewhere else. She never replied. Never apologized. Never offered even a partial refund.
I've had my hair color corrected since then, a great ginger brown that I love and is essentially what I asked for in the beginning. Because of the massive amount of highlighting Susan did, I'm still stuck with a root line growing out where the color absorbs differently. It will be more than a year before that all grows out. I've also spent hundreds more than I should have to get my hair to a reasonable look that goes with my skin tone.
I'm disappointed that such a highly recommended salon didn't listen to my desires, screwed up my hair as a result and never even explained their policy to me, let alone made much of an effort to make me feel comfortable. TLDR/ steer clear of this place for color work unless you have a ton of past coloring service experience and are willing to aggressively defend what you want so you don't get the colorists idea of what's popular. read more