I have been going to Salon TLO for over a year and have always used the same stylist without ever…read morehaving an issue. However, my appointment on May 7th completely changed that experience.
I went in for what was supposed to be a simple blunt cut, keeping my long hair straight and even at the bottom, kind of like a trim. She first cut it wet, then cut more after drying it with a round brush and curling the ends slightly underneath. Everything looked fine when I left the salon.
Imagine my surprise when I straightened my hair with a flat iron for the first time a week later. As you can see from the pictures, the ends were completely uneven and the haircut looked terrible.
Because it was early in the morning and I was about to leave to drive to Boston for my niece's graduation, I had no choice but to cut the one long piece hanging in the front and another in the back just so it looked somewhat presentable.
I was so upset and self-conscious about how uneven my hair looked that I even changed my outfit for the event, wearing a black dress instead of the peach-colored one I had originally bought for the occasion.
I texted the stylist photos at 9:22 a.m. that morning, and to her credit, she did offer either a refund or to fix the haircut. Unfortunately, she said she could not fix it for two weeks because she also works at another salon in NYC. I told her I didn't want to walk around with my hair like that for 2 weeks, so she said she could do it in 8 days instead. I said fine.
But after speaking with my husband and others, who felt it looked like she would need to cut off another three inches to properly fix it, I told the stylist that I would just wear my hair up for the summer until it grew out a bit, with the understanding that I would come back to have it corrected then. She agreed, told me she had informed her boss about what happened, and said she requested that I be refunded for the haircut. She also mentioned that Michelle from the front desk would need to call me first, which I said was fine.
However, during my conversation with Michelle this morning, she had the nerve to suggest that I had altered the haircut myself because I trimmed the two hanging pieces. She then went on to say , that I should have allowed them to fix it the morning I was leaving for Boston. I explained that this was impossible, as the salon was closed and I was about to leave when I discovered the problem. She responded by saying they had people there at 8 a.m. and that I should have gone in that morning to have it corrected. I'd like to know how she expected me to actually do that. Especially since I texted the stylist as soon as it happened & she never even suggested they could fix it then because she knew I was about to leave. Yet Michelle still insisted I should have done that, after she accused me if altering the haircut!
At that point, I told her to cancel my two future appointments and ended the conversation.
I have never been treated so poorly or unprofessionally by a business in my life. The stylist is a doll, and I believe she simply had a bad day. At least she was remorseful, tried to make amends, and handled herself professionally. But if Michelle is the person they choose to resolve customer issues and represent their company, they truly need to reevaluate things. And no, she did not refund the cost of the haircut!
I texted the stylist to update her on how poorly my experience with Michelle went & no response. I sent another text 24 hours later expressing my disappointment that she still hadn't replied & again, no response. I'm honestly baffled that she couldn't extend the basic professional courtesy of simply acknowledging those 2 texts. Not only am I shocked by how badly she cut my hair, but also by the complete lack of respect she showed towards me by not responding to those 2,texts. This is especially disappointing because I communicated with her kindly & respectfully throughout this entire debacle. Her choice not to respond, speaks volumes about her lack of professionalism. Unfortunately, this entire situation has shown me that the stylist was not the person I believed her to be. Overall, this was an extremely unprofessional experience with both the salon & its staff.
