This salon is new and beautiful.
I booked a root touch-up and face-framing highlights (money piece) and brought clear inspiration photos, including photos of my own previous color. I specifically requested warm tones (no ash), soft placement, and a root smudge for a natural blend.
While the root touch-up was completed as expected, the highlight result did not reflect the consultation. The placement extended beyond face-framing, the tone was significantly brighter and streakier than requested, and the root smudge was initially missed. An owner was even sent over during the service to assess the issue (even though I was not complaining), and corrective toning was attempted.
Because I do not live locally and am in town temporarily assisting my father with medical treatments, I requested a partial refund (under $100) for only the highlight portion of the service.
Important to note that I did not even ask for a refund of the gracious 20% tip I provided even with the poor result. The salon instead declined my polite request (that included photos for reference). The same request I was encouraged to send by the nice gentleman who came over during the service as I ended up being there for 4 hours as she attempted to correct the issues.
In their written response, the salon owner:
* Emphasized that corrective steps were performed "at no charge" as though this was some type of consolation I should be grateful for. (Should a client have to pay for corrective services if the issue was due to the stylist error?)
* Referenced my prior hair color history as a contributing factor. (Shifting blame to a client instead of taking responsibility)
* Noted that the stylist is a newly promoted junior stylist who is "learning." (I value opportunities to help others learn but when paying $200 for a simple service, a result is expected even if that the stylist is still in learning mode. If that doesn't happen, the blame doesn't go to the client for booking a junior stylist.)
* Offered a future adjustment appointment with the same stylist while being advised by the owner or credit instead of addressing the refund request as owner was already aware I reside in Texas and was only here temporarily.
I believe clients should not be responsible for subsidizing a learning curve or navigating blame explanations when the result does not match the agreed consultation. The stylist was kind, but both the outcome and the resolution process were disappointing. I would have even left a great review if they had done the right thing as I know mistakes happen. But how a company treats their clients in these moments speaks volumes.
********Update in response to owner
********
Thank you for your response. I'd like to clarify a few points.
At no point did I make threats. I requested a partial refund for a specific portion of the service (the face-framing highlight) that did not align with what was discussed or shown in my reference photos. My request was under $100 and focused only on that portion.
While I did not raise concerns during checkout, that does not negate the outcome and the gentleman is the one who encouraged me to reach out to you as he knew the result was undesirable. Tipping is customary and not an indication that expectations were met.
I booked same-day based on availability. Regardless of experience level, the expectation remains that the result reasonably reflects the agreed-upon placement and tone. My feedback is about the outcome, not the individual.
The mention of prior color in my hair was discussed during consultation and is a standard consideration in color services. It does not change the visible difference between what was requested and the final result.
I have included photos of both the inspiration and the result so others can make their own informed assessment. I also have full email correspondence (that I can share here) documenting my attempt to resolve this privately and respectfully.
I stand by my experience and the information I've shared.
Wishing your team the best moving forward. read more