I've been a loyal client of this salon and of Jen for nearly eight years, always receiving…read moreconsistent results and trusting her fully with my hair. Unfortunately, my most recent appointment in September was one of the most upsetting experiences I've ever had with a professional, and I feel it's important to share what happened so others know what to expect.
I came in for the same highlight service I've received for years, right before an important weekend of extended family photos. For the first time, something went very wrong: my natural base color-- which has never been touched in eight years-- was visibly lifted. My hair looked washed out, too warm, and completely unlike every result I had ever had from her. I sent photos immediately, and she agreed at first that the highlights didn't lift correctly.
She offered to come in on her day off, which I appreciated, but the correction did not fix the problem. Instead, I was told that the issue was because my hair "wasn't clean enough," and she strongly defended her brand-new assistant, even though the only difference between this appointment and every previous one was that the assistant applied the toner. I raised my concerns respectfully, but was met with dismissal, defensiveness, and comments that felt extremely invalidating and gaslighting-- including being told that maybe my emotional life was the reason I didn't like my color.
This was particularly hurtful, because what I was seeing in the mirror was very real.
She eventually issued a refund, but never apologized for the mistake, never took responsibility, and--most disappointing--never once attempted to fix it or reach back out to make it right. I reached out again with kindness, clarity, and photos, explaining exactly what was still wrong with the color. She never responded. It has now been two months with no follow-up whatsoever.
Because of the result, my family photos that weekend were ruined for me. I have spent months feeling unlike myself due to the dramatic change to my natural base color. A highly reputable stylist in a nearby town reviewed my before-and-after photos and confirmed that what happened was not my fault, that the base was clearly lifted, and that the way the situation was handled was unprofessional and disappointing--especially given my eight-year loyalty.
Thankfully, this new stylist is now helping me correct the damage over a series of appointments to return my hair to the natural, flattering color I used to have.
It genuinely saddens me to write this review. I valued the years of trust I had here and I had hoped for accountability, a sincere apology, or even a simple willingness to help me correct the issue. None of that happened.
I'm sharing this so others know that if something goes wrong, you may not receive the honesty, care, or responsibility you would expect from a professional. My hope is that no other long-term client has to experience the same level of dismissal or emotional distress I went through.
If the owner ever chooses to reach out and sincerely make this right, I would be glad to acknowledge that. But as of today, two months later, that has still not happened-- and that is the most disappointing part of all.
