My Experience at Hazel Hair Studio - Rochester, NY…read more
I was a client of Hazel Hair Studio for about a year, going back and forth for full sew ins, and I never knew there were any issues until recently. I reached out in a fairly long text asking a few simple questions about possible changes I wanted to make to my hair for my next appointment. All I asked was whether she offered closure maintenance or replacement at the client's expense if the closure started pushing back while the rest of the sew-in was still intact. I also asked if she had my previous hair information on file so I could determine whether I needed another bundle. I had taken a break after my brother passed away, and this was my first time returning. My intention was simply to communicate my preferences and make sure we were on the same page before spending another $800 or more on my hair. I even use humor and emojis in my messages to help convey my tone. I wasn't looking for an argument or trying to make things difficult; I was asking reasonable questions about services she offers.
To be fair, there were a few times in the past when I asked her to make small tweaks. I believe there were approximately two adjustments, along with two specific preferences regarding the lace closure and the hair net used during my sew in. Nothing unreasonable or outside the scope of her work. During my last appointment, she also plucked way too much hair from my closure, which affected the look I wanted. Looking back, I can't help but wonder whether these previous requests had something to do with how things eventually unfolded, although I can't say for certain. The point is that I wasn't asking for anything out of the ordinary. These were basic preferences and adjustments related to a service I was paying hundreds of dollars for.
Her response to my recent text was to apologize for the inconvenience, tell me she didn't think she was the best fit for me, and send me a list of other salons. Honestly, I was shocked. After being a returning client for approximately a year, I never expected to be dropped simply for asking questions about my own hair. When you're spending $800 or more on a service, you have every right to communicate your preferences, ask questions, and discuss options before booking. Professional communication should go both ways. If she had concerns, I would have appreciated an actual conversation rather than being dismissed as a client.
What makes this experience even more disappointing is that I had concerns about previous appointments, too. On multiple occasions, the blow dryer was held extremely close to my scalp on high heat, causing me pain. During my last appointment, I actually said "ow" and moved away, but there was no acknowledgment. I was also poked with the sewing needle while my bundles were being installed. These experiences left me questioning the level of care and attention I was receiving. I also often felt there was very little effort to engage with me during appointments, even when conversations were happening with other workers in Spanish. I understand that people can speak whatever language they are comfortable with, but as a paying client, I sometimes felt left out and disconnected from the experience. I can't speak to her intentions, but the way this situation was handled left me feeling as though my business was welcome as long as I stayed quiet and didn't ask questions.
I've had long-term hairstylists before, and I've never experienced anything like this. My previous stylist and I were very close, almost like family, and we could communicate openly about my hair without it becoming an issue. I understand that not every stylist and client will be the right match, but there is a professional way to communicate that. After sharing my experience, I also heard from others who said they had experienced similar treatment, which made me feel less alone in what happened. And yes, I did send a follow-up text expressing my frustration because I was upset about how the situation was handled. I'm not going to pretend otherwise. However, my original message was simply about my hair, my preferences, and the services I was considering booking.
Thankfully, I've found someone who can travel to me and give me the look I love, and I'm moving forward. Honestly, I'd rather find a stylist I feel comfortable communicating with than continue paying someone when I no longer feel welcome. My advice to other clients: Never be afraid to ask questions about your hair or communicate your expectations before spending your hard-earned money. You are free to run your business however you choose, but clients are equally free to share their experiences. I wasn't asking for special treatment, unreasonable demands, or anything outside her line of work. I simply wanted to communicate about my own hair. This was my experience, and unfortunately, it was not a positive one. Do better!
