I booked a simple shampoo and blowout at IGK Salon inside Fontainebleau Las Vegas on Thursday May 21st while I was in town for work because my boyfriend asked me to marry him and we were going to tie the knot the following day. What should have been an enjoyable bridal blowout and fairly routine appointment turned into a two-and-a-half-hour nightmare.
During the shampoo, the stylist aggressively massaged and manipulated my hair to the point that my weft extensions became tangled into what can only be described as a bird's nest at the back of my head. The knot was so severe that multiple stylists had to stop what they were doing and work together to try to remove it. At one point, I believe there were five people gathered around my chair attempting to untangle my hair.
The most frustrating part was being made to feel as though my extensions were somehow the problem.
Just before this trip, I had spent a total of 15 days hospitalized during the month of May. During that time, I was lying in a hospital bed, my hair was washed, brushed, and cared for repeatedly, and not once did I develop a knot anywhere close to what happened at this salon. Despite all of that, I somehow left feeling like I was being blamed for a problem that was clearly created during the service itself.
Let me repeat that: it took over 2.5 hours to complete a shampoo and blowout because of a knot that occurred while my hair was in the salon's care.
What made the situation even more shocking was the complete lack of accountability. The owner was there the entire time, standing just a few feet away, working on another client. He witnessed the situation unfold from start to finish. He saw multiple employees trying to undo the damage that had been done. He saw my appointment stretch into hours because of a problem that never should have happened in the first place.
And after all of that?
They charged me the full price.
No meaningful apology. No adjustment to the bill. No ownership of the situation. No attempt to make things right.
Instead, I was handed a neon green fanny pack with a few sample-sized products, as though that somehow compensated for losing hours of my evening, the stress, the discomfort, and the complete mishandling of my hair.
To add insult to injury, this was supposed to be a special trip. I had been in Las Vegas for work, and my boyfriend had just asked me to marry him. We spontaneously decided to stay and celebrate the next day. I booked this blowout so I could relax, celebrate, and feel my best. Instead, I spent my evening sitting in a salon chair while a team of people worked to untangle a knot that should never have existed.
As a business owner myself, I understand that mistakes happen. What matters is how a business responds when they do. Watching a client lose hours of her evening because of a service issue, then charging her full price anyway, is not acceptable customer service.
The service should have been comped. At the very least, there should have been a sincere apology and some acknowledgment of the inconvenience and distress caused.
Instead, I left feeling frustrated, dismissed, and frankly gaslit.
I will never return, and I would not recommend this salon to anyone. read more