I don't normally leave negative reviews, but after trying unsuccessfully to resolve this privately,…read moreI feel it's important to share my experience.
I'm a stay-at-home mom who hadn't had my hair professionally done in several years. My husband encouraged me to finally do something for myself, and because I wanted professional guidance, I booked Courtney's New Client Full Dimensional Color service. I chose this service specifically because it was advertised as a premium new-client experience that included a customized consultation based on things like hair history, facial features, skin tone, maintenance, porosity, hidden warmth, and creating an overall color plan. It also specifically advertised a one-step color plus a full foil or balayage service, which caught my attention because balayage is what I'd always had done before.
I drove 45 minutes and spent about $375 between the color, haircut, toner, tax, and tip.
During the consultation, I explained that my hair is very fine, I have postpartum regrowth, a toddler who constantly pulls my hair, I wanted something natural and low maintenance, I don't like red tones or traditional foil highlights, and that I'd always had balayage before. I also told her several times that I honestly didn't know what would look best anymore and was hoping for her professional opinion. That's the entire reason I booked the premium consultation.
Instead, there was very little discussion. One inspiration photo was pulled up, I said I trusted her recommendation, and she immediately started putting foils in my hair.
Then, after my color had already been applied, she said, "Oh crap, I forgot to tell you. The New Client Full Dimensional Color doesn't include toner and there's a good chance you'll need it. That's another $39."
At that point, I didn't feel like I had a choice because the service was already underway. Before leaving, I questioned why the regular Full Dimensional Color on her website says toner is included, but the more expensive New Client service apparently doesn't. I was told it was "case by case."
The website also estimates this appointment at over four hours with the haircut. I was completely finished in just over two hours, including processing time while another client was being worked on. The haircut felt more like a basic trim than the customized haircut I paid for, and the color ended up much darker than I expected with only subtle dimension.
After thinking about it for a week, I reached out privately because I truly wanted to resolve things directly. I politely explained my concerns and requested a refund because I wasn't comfortable putting my hair through more chemical processing.
She declined, which is her right. What disappointed me more were the explanations I received afterward.
She responded by saying that balayage "is not what you booked anyways" and that balayage is "a totally different service than a full dimensional color."
That directly contradicts the service description I booked, which specifically advertises a full foil or balayage service as part of the New Client Full Dimensional Color appointment.
She also told me afterward that because of my postpartum breakage, it was "nearly impossible" to balayage my hair. If that was her professional opinion, I believe it should have been discussed during the consultation before any color was applied--not after the appointment was over.
Finally, she later told me toner wasn't really an add-on. But during my appointment, after my hair already had color on it, I was told I would likely need toner and that it would cost another $39. Those two explanations don't match.
This review isn't because I think Courtney is a bad stylist or because I simply didn't like my hair. Hair is subjective.
It's because the premium consultation and customized experience I paid for didn't match what was advertised. I booked this service because I wanted a master stylist to evaluate my hair, explain my options, and recommend what would suit my features, skin tone, and lifestyle. That simply wasn't my experience.
I tried to resolve everything privately before posting this review. Since we couldn't come to a resolution, I wanted to share my experience so future clients can decide whether the service they receive matches the service being advertised.
