I am really disappointed and honestly sad to be writing this review. I have had great experiences here previously - as have friends and family - but I have to warn others of the very bad experience I had and worse customer service afterwards. I booked long balayage (long per the guidelines on the website) and called before hand to make sure this could be done to my hair after having colored and cut 4 months ago - at the same salon. The person on the phone looked up my details and said "definitely, no problem." I told the stylist my only goal was to cover the grays in a way that didn't need to be maintained so frequently. I showed her my inspiration photo, she said "no problem." She asked if I wanted a trim and I said definitely not. She got started and I was confused by her technique of putting big chunks of lightener in my hair. She continued the process and had done the back and part of one side when I suddenly felt my neck get very hot and saw my hair smoking in the mirror. I asked if this was normal - she said it sometimes happens because of metals and took me to the rinser after taking the plastic wrap off. She rinsed my hair quickly then went to get a manager and another stylist "to see what needed to be done." I sat nervously with my hair in the bowl and a manager came over and said "this has been happening somewhat often lately" and blamed "at-home hair products." She told the stylist - while they stood and discussed over me - she should do a detox shampoo then try to wet paint the parts she hadn't done yet and then do some other thing (a gloss, I believe) to blend the front with the back. When I asked the stylist if the front was going to match the back she said oh of course. And I said will my grays be covered (reminding her that was my main goal)? She said yes of course. So then she mixed some things up and came back a while later, put the mixtures on my hair and I sat there for another 15 minutes. Back at the chair, she grabbed her scissors and cut a 5 inch chunk off the back, saying it had to be done because of the damage. I was stunned at the chunk of hair on the floor. There was none of my initial color, it was an orange/yellow chunk as if she had dip dyed it. I lost probably 7 inches total and ended up with a layered haircut. She said afterwards she took the liberty of adding layers because I had mentioned I loved my previous cut (what I said was that I loved my cut because of the curtain bangs specifically, it was only very slightly layered.) Then when she started to dry it, I saw zero difference in the front with the color and could still see my grays. She finished drying and showed me the back - which was just a chunk of orange blonde at the bottom. Nothing like my inspiration photo. Over at the 'store' area, she told me I needed certain products and that she'd give me samples of others to try. At the counter, the total I was given made my eyes pop. I asked are you sure? Can I see an itemized? I was told no, this is correct - we will email a receipt. Then she asked me what I wanted to tip. It was such an uncomfortable situation. I said 25 and she said Great! And then said...wait, $25 or 25%? I said dollars and she very judgmentally said "oh." I thought to myself, does this receptionist realize that I just had my hair burned off, cut in half and now you're charging me more than I agreed to in the first place?! I was too stunned and uncomfortable to speak up. When I got my receipt via email an hour later, I was shocked. They charged me for extra long balayage (based on 'last time' when my hair was 4 inches longer) and charged me for the extra product they had to use. I told them this was unacceptable and I asked for at least a partial refund, less the tip and the product I bought from the store area. I will attach photos of the color botch job as well as the back and forth correspondence with someone from the salon who hasn't identified themselves by name. They haven't taken any responsibility or apologized, they refuse to offer any compensation, and they haven't offered to fix it. Avoid this place. read more