I apologize in advance for the long review:…read more
I went into the Riverstone location of Serena Salon and Spa for a haircut.
I arrived to the salon 10 minutes before my appointment. There was one stylist in the salon working with a client. She briefly greeted me and told me that the hairstylist was still on her way. The salon was not updated. The chairs in the waiting area were all torn up, with pieces of leather cracked and missing. My stylist arrived to the salon right before the appointment time and went to the back to put her stuff away and settle in. She did not introduce herself, and just motioned me over to the chair. Once seated, I showed her the picture of the haircut I wanted (attached). In preparation for the appointment, I had brought multiple pictures of the haircut I wanted, and even backup hairstyles in case the stylist wasn't comfortable doing the first one. The stylist took a quick look at the first photo and said she would do it. I tried to confirm that she was both comfortable and able to do the haircut. She said she was. My hair is naturally frizzy and wavy/straight, but due to the pandemic, I knew I would be going home and showering right away, so I did not get my hair styled by the stylist. I was planning to get my hair colored here as well, but after discussing it with the stylist, I did not feel comfortable letting her dye my hair. I paid for my haircut and left the salon.
When I went home, I washed my hair and tried to style it similarly to the picture. I realized that the stylist had cut so much of my hair very short (about eye/nose length). As seen in the picture, all of the layers are supposed to remain fairly long and the front sections of hair are supposed to simply be pushed back behind the ears, not cut at ear length. Once I realized that the hair was not cut properly, I straightened it to get a better look. On top of the top layers being cut too short, they were extremely uneven, with 1/2inch-1inch differences between the hairs in the same layer, giving it a gap-like effect. I called the salon right away to inform them that I did not receive the haircut I asked for, and to ask if they could do something to fix it. They asked me to come in later that day to get it fixed.
I went back to the salon and showed them my hair. I showed the stylist the same picture and pointed out how vastly different my haircut was from the picture. The stylist tried to argue that it was because the hair in the picture was styled, and my hair is naturally straighter before styling. I showed her again, pointing out that none of the layers in the picture are that short, and that they are simply tucked behind the ears. I also pointed out the uneven layers in my hair. She tried to claim that she cut my hair exactly like the picture. After trying to explain it to the stylist multiple times, she seemed annoyed said that the hair was already cut, and there was nothing she could do except cut the layer even shorter. She did not seem confident in her ability to fix the haircut, so I asked her to just even out the uneven layer. I did not want her to try to fix it further since she wouldn't even admit that she cut it incorrectly and continued to argue. She tried showing me how to style the front short layer. It didn't look good but there was nothing else that could be done as it was already cut so short. I left the salon and went home.
I reached out to the salon owner on 6/26/21 via the email provided to me by the staff at Serena Salon and Spa Riverstone. I explained the situation in the email, and asked to schedule an appointment with the owner to discuss the situation further. I asked them to reach out via email, call, or text, but I never heard back from them. It is now 7/18/21. The customer service and quality of haircut at Serena Salon and Spa Riverstone was atrocious.
Since getting this haircut, I have been getting so many comments from family and friends saying how bad my hair looks, and how this was the worst haircut I have ever gotten. Some of the layers are so short that I can't even tie it up, and they are at an awkward length so it keeps getting in my eyes. Every time I see my hair, I regret going to this salon.
