I am not one to leave reviews but this sure deserves one. After looking at previous reviews, I noticed many customers experienced the same thing I did from the same stylists.
In September I made an appointment to get a partial balayage (just a touch up) and cut a couple inches off my hair. I was taken care of by a young and friendly stylist named Kasey. I was very excited to get my hair done and was recommended to this salon by my mom who had been going there for years.
It was discussed that as they didn't have a lot of time during my appointment, I would only get a few strands touched up for my balayage and just do my cut, which I was fine with.
As the appointment went on Kasey was trying to figure out what my hair needed and took it upon herself to add a gloss to my hair. I didn't know what a gloss was (I thought it was to make your hair glossier and shinier, turns out it's to blend the color). She never asked me if I wanted a gloss, she just did it without asking.
Then she said she didn't have enough time to cut my hair herself so she had Kate help dry my hair and cut it. I was very stressed during the cutting part because Kate didn't seem sure of what she was doing, kept asking me questions about how I wanted my cut which made me think she didn't understand what I wanted at all, and just didn't seem confident in the process whatsoever.
Once my hair was dried, I realized my balayage had been toned down to a brown instead of a honey blonde like I had showed Kasey. It looked pretty but was certainly not what I had asked for.
Least to say, I was not very happy and relaxed once the process was completed.
Then came time to pay... Kasey started adding up the prices of everything, charging me $170 for a touch up/partial balayage (I can only imagine the price of a full balayage), $80 for the cut, and $80 for the gloss, for a total over $330 with tax. I was so in shock I didn't dare say anything... After years of working in the food/customer service industry, I didn't want to leave her without anything so I still tipped her 15% (silly me... smh) for a total of $408!
I walked out disappointed, dissatisfied with my hair color, and in absolute shock at the ridiculous amount I had just spend on something I didn't even like.
After seeing my mom that day and explaining the situation, she was in disbelief as well. She knew the owner Patty so she offered to call her for me. During their call, Patty proceeded to explain that her prices were completely reasonable for the area and that they didn't do sloppy work (almost insulting my tastes talking about what I had requested). My mom explained multiple times that I had never agreed to the gloss and that the color was not what I requested. To that, Patty and Kasey responded that I had clearly agreed to it and that's why they did it, restating that it was necessary for their work not to be sloppy anyways. This is when I found out that a gloss if used to tone down the color and blend it, making it exactly what I didn't want!
After a long phone conversation (over 30 minutes), Patty agreed to refund me 15% of what I had paid, which is the amount of the tip I left Kasey. I told her that I would rather get a refund for the gloss that I never requested and truly had a problem with (the money she would be keeping), but she said no and requested that I come in to do a refund in person the next day. When I went there the next day with my mom, Kasey acted like nothing was wrong and she had no idea why I came to get a refund. She went to get a manager/stylist who could issue a refund. My mom's usual stylist Nikki came to get me a refund and all but refused to look at us or talk to us. Once the refund was completed, we left and got in the car as Kasey, Nikki and Patty stared at us through the window.
Bottom line is: you might not do sloppy work but you sure have sloppy customer service skills and a sloppy attitude.
Patty would rather keep money for herself than to give her stylist the tip she earned or rectify a mistake that was made.
O Salon lost 2 clients for sure!! read more