Maven Salon

Review: My main complaint about this business was that after I tried to speak to the owner and explain my displeasure with the final hair result and personal treatment experience, all he did was blame me for the results. He was never apologetic about my horrible treatment at his salon and when I asked him if they could fix the issue he said yes, but he would charge me for extra service. My appointment was scheduled for 2 hours starting at 6pm, I didn't leave until 9:15pm and the only reason I left was because they had to close the store and were essentially kicking me out without ever considering if I was happy with the results. I paid $180 for coloring and styling, which they did not finish styling.

A basic rule for using a hair straightener is never do it soon after you bleach and while hair is wet. The young hair stylist tried to break both rules in an effort to leave and go home.

When I spoke to the owner about this whole matter, all he replied is that I signed a waver that explained that I was not to expect perfect results. I understand that, but I did not expect to have a totally opposite result from what I showed them to start of with. I called twice and physically went there to bring closure to this matter, they only returned my first call and when I was there they made me feel unwelcome and since they already got my money they don't need me any longer. Customer service "0".Desired Settlement: I would like to get my money back since I have attempted to fix this issue and give them another try and was denied the help to do so.

Business

Response:

On 4/25/2016 [redacted] came into our salon to recieve a color service to lighten her hair. During her consultation with our licensed stylist, the guest made the stylist aware of the fact that she has previously colored her hair at home. With our experience in the salon at home box color give unwanted results when lightened because of the lasting effects that those products leave on an individuals hair. With our constant involvement with color corrections, including at home box color, our salon has consulted with a lawyer to come up with a Consent for Color. Whenever our stylists consult with a guest and find that they have used box color or are looking for a drastic change that may not be acheived we always get our guests to sign before moving forward with the service. At any time before the start of the service our guest has the opportunity to cancel the appointment with out cost. However [redacted] wanted to move forward with her color service and signed our waiver. In the waiver we go over procedure as: "Procedure: Corrective color and/or dramatic color change is a multi-step process to alter current hair color. When corrective color/dramatic color change services are performed it is normally in response to a prior color service that has created an unsatisfactory result. Please note that results are not guaranteed and in most cases require multiple visits to achieve desired results. Number of visits required to arrive at desired results often times cannot be determined before your process has started. There is no set price for corrective color and/or dramatic color change. The cost is determined by the amount of work and visits required to achieve the desired results. Therefore no refunds will be given after complimentary consultation and if additional visits are needed they will be charged as necessary." While I am sorry that she feels that the service she recieved was not up to her expectations our goal was to provide her with the best hair possible during a corrective color service. On the form that [redacted] signed it says that additional visits will be charged as necessary to acheive desired results. We feel as though we opperated in the best way possible to maintain the integrity of her hair and did our best to deliver the results in one visit. None of these issues were brought to our attention during the check out in which the guest was charged $165 and decided to tip her stylist $15 for the services that she recieved during her visit. While her appointment was originally only scheduled for 2 hours we adjusted the stylist schedule to make sure that she would be free to attend to [redacted] for the rest of the evening. When [redacted] checked out at 9:08 pm we had 2 additional guests check out after her meaning that she was not the last guest in the salon. We greatly appologize that her satisfaction was not up to par for her expectations, however we feel as though we followed our procedures as described to her during the consultation and discriptioin of the process needed. We thought she understood these factors when she volunteered to sign our "Authorization and Consent for Color" form. We will gladly provide signed form if needed. We will move forward with the agreement that any future services needed will be charged for and no refunds will be issued.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am once again disappointed with how Manven Salon is choosing to fix this situation. First of all you are trying to distort my words by saying that I requested to have my hair "lighter" in a sense of just putting high lights in to it. I was very clear that I wanted to go from black to brown. Not black to blond highlights. Besides her getting it wrong, the damage done to my hair will take at least another 4 years to make it look better. The amount of time she left me under the bleaching process damage a great amount of my hair and I have pictures to prove it. There is no deep conditioning in this world that would make those parts grow back over night. There was and I continue to see daily breakage due to the lack of attention of your hairstylist [redacted]. What I find interesting is that you never showed any regret or apologized for what [redacted] did in my hair until this response you sent via the Revdex.com. You were rude and aggressive on the phone with me, trying to hide her mistakes behind the waiver I signed. In my defense I wouldn't have signed the waiver if I didn't believe that she was capable of doing my hair as requested. I new I wasn't going to come out exactly like the picture I showed but I wasn't expecting to come out totally different either and with all my hair damaged. You mentioned that you guys accommodated me to stay longer at your place (from 2 to 3hrs). In which way, shape or form you call that accommodating?!? My experience was terrorizing! Imagine yourself being on a strange place, unhappy with what it's happening and no one seems to care. I payed attention on how your dismissed the lady in front of me. You asked how she liked her hair, if she wanted to make another appointment, etc. When was my turn you never made none of those questions. You told me the total and you offered to walk me to my car. That was it. On the next day, when we talked, I mentioned on our phone call that you charged me for 2 toners, you told me that you had charged me for only one. Why would you have done that if [redacted] did everything correct according to you?! It's clear to me that [redacted] and your wife [redacted] were very aware of how upset I was but not even once you or your wife came to calm me down. Very unprofessional. We spoke on the phone once and the way you were treating me I didn't feel welcomed anymore at your salon. I called a second time and drove to your salon and you never returned my call. As a new client, here I am trying to give your business another chance but instead I get the cold shoulders. All I wished was for you to be willing to see me after I called you the first time and see if I was telling you the truth. All you did was upset me more by trying to blame me for signing the waiver. It seems to me that the waiver is just a clear note that you hire incompetent hairstylist and you send them new clients that have no clue on what they are getting in to. I personally made my appointment with you [redacted], and when you gave me [redacted] as my hairstylist you assured me that someone else was going to supervise her work. She was the only one who touched my hair the entire time. I do not feel comfortable in your salon anymore By asking my back is the minimum you could do to pay the cost for all the hurt and damage done to me. Now, if your final decision is to continue to hide your bad service behind a piece of a "waiver" that's okay with me, it's your business name in the line not mine. I can guarantee you that your salon will not be getting any good business reputation for what was done to my hair and the way you are handling this. As the "Owner's husband/receptionist" you have a very poor customer relations skills. If you choose to return my money I promise not to comment on this incident any further.

Regards,