TL;DR Hostile, rude, and confrontational owner who refuses to make things right after balayage turned out badly
I booked a hair cut and partial balayage with Sarah on 1/4 in the evening. I had an overgrown balayage that I had asked to be updated. The appointment was made awkward by the fact that a client of the owner showed up for service but the owner was at a family event. This means Sarah was working on my hair AND the owner's client's hair simultaneously.
The resulting balayage did not turn out well. There are several distinct blonde stripes originating at the top of my head where the "balayage" was updated. There is no blending whatsoever and is not flattering in the least. The back profile, as seen in the pic, is noticeably stripey, piecey and with no blending to the top. I told Sarah the next day I'd like to have it fixed and I didn't hear back for 3 days. I scheduled an appointment with my old stylist as a result to get it fixed and asked Sarah for a portion of the balayage refunded.
After 8 days since my service I received a phone call from the owner, Matt, who was already defensive and hostile with my request for a partial refund. He said I could get my hair fixed with Sarah or another stylist. I told Matt, while that could've worked previously I didn't hear from Sarah for several days, I received several unfavorable comments about the state of my hair, I have a time sensitive trip coming up, and truthfully I don't know any of the stylists except Sarah who didn't do a good job so at this time I'm no longer willing to get this balayage fixed at their salon. I put my trust in Sarah for the balayage and it didn't go well, now I'm expected to trust his other stylists to fix it?
I had said to Matt at one point, "Matt, this phone call is getting unnecessarily tense" as he was raising his voice, cutting me off, and overall acting unprofessional. There was no room to discuss the situation, but only his increasing belligerence in telling me I can either get it fixed with them or too bad.
His bottom line was that they will not be giving any sort of a refund, it's my fault I didn't try to get in better touch with the salon sooner, it's my fault I prefer to get it fixed elsewhere, etc. and then hung up on me. There is no accountability from this salon whatsoever.
I understand it's a common salon policy to have the stylist fix the hair, and in my situation where it took too long for someone to get back in touch, stylist didn't do a great job, and awful customer service from the salon owner, it's understandable that I would not want to come back for a fix. read more