Elan Hair and Spa

April 17, As the owner of Elan Hair & Spa, I am unsure how to respond to this complaintMembers of my team assure me that when this person called back the day after the service, she scheduled to come back one day later to visit with the stylist who had completed the service so that they could evaluate her hair and discuss what course of action could be taken to remedy the problem.Unfortunately, this customer cancelled the return visit and has since taken to [redacted] to voice her complaints about our businessIf we were just in this business for the money without regard to achieving the results our customers desire, than we would not have been in business since 1988.The complainant alleges that to Inches was taken off and then later states half a footThere seems to be a disagreement from the start about the length of hair that was taken which my stylist says was three inchesThe only reason the stylist took off this much is because the hair was already damaged from the aforementioned home color treatmentThis was discussed before it happened and she agreed to proceedThe second issue is that the color did not five up to the expectations of the customerMy Stylist assures me they discussed that we could not guarantee the Color because she had been using home colorsIt is our standard policy to warn people of this but the complainant wanted to proceedanyway.The Complainant States she has letters from other SalonsDoes that mean She took the time to Visit other salons but could not give us the courtesy of evaluating her hair by coming back to us? There are times when a refund would be mutually beneficialHowever, due to the vociferous nature of the - personal attacks this person has posted on the internet, Im not sure that refunding money would stop her from continuing to post negative commentsI would be willing to pay someone from another salon to do a follhair color evaluation and treatment up to the dollar amount we charged her

April 17, 2014
As the owner of Elan Hair & Spa, I am unsure how to respond to this complaint. Members of my team assure me that when this person called back the day after the service, she scheduled to come back one day later to visit with the stylist who had completed the service so...

that they could evaluate her hair and discuss what course of action could be taken to remedy the problem.Unfortunately, this customer cancelled the return visit and has since taken to [redacted] to voice her complaints about our business. If we were just in this business for the money without regard to achieving the results our customers desire, than we would not have been in business since 1988.The complainant alleges that 7 to 9 Inches was taken off and then later states half a foot. There seems to be a disagreement from the start about the length of hair that was taken which my stylist says was three inches. The only reason the stylist took off this much is because the hair was already damaged from the aforementioned home color treatment. This was discussed before it happened and she agreed to proceed. The second issue is that the color did not five up to the expectations of the customer. My Stylist assures me they discussed that we could not guarantee the Color because she had been using home colors. It is our standard policy to warn people of this but the complainant wanted to proceedanyway.The Complainant States she has letters from 2 other Salons. Does that mean She took the time to Visit 2 other salons but could not give us the courtesy of evaluating her hair by coming back to us? There are times when a refund would be mutually beneficial. However, due to the vociferous nature of the - personal attacks this person has posted on the internet, Im not sure that refunding money would stop her from continuing to post negative comments. I would be willing to pay someone from another salon to do a follow-up hair color evaluation and treatment up to the dollar amount we charged her.

Review: I received a cut & color from Elan Hair and Spa on 9/4/13. The entire procedure came out to over 100 dollars, as I asked for low lights and a small trim. I left the salon, with damp hair, only to come home, dry my hair and realize there where streaks of orange throughout my hair. Mostly under my hair but a few on the top. Upon further inspection I realized my cut was no better, as it had been so thinned out that I was left with several 1 inch chunks throughout my shoulder length hair. One of these mistakes was right in the front, so obvious that since my hair cut I had had to wear it up continuously just to hide all of the mistakes. After realizing I had just received the worst cut & color of my life, I fixed the color myself within an hour since the salon at this point was closed. I needed to be at an event and could not wait until the next day to dye my hair. The cut however, remains a problem and will continue to remain a problem for months until my hair is able to grow out. Despite how upset and angry I was I made sure to treat the manager I spoke to with respect and be as polite as possible. The manager asked me to come that evening so a hair dresser could look over my hair and we could come to an agreement on a form of compensation. When I arrived the manager was rude and incredibly condescending to me, even pointing out that I was "too early" as I came 15 minutes early, like I do every time I visit their salon for the past year. I still remained polite and met with the hair dresser who agreed that my hair cut was beyond fixing and that it was very poorly cut. In fact the hair dresser even told me I deserved a refund, the manager refused to even look at my hair and when I attempted to show him the chunks of 1 inch hair made no effort to provide me with any form of customer service. The manager only gave me 34 dollars of STORE CREDIT for my 112 dollar disaster hair cut & color. What made the situation even worse and more upsetting to me than anything was how rude and cold their manager was to me.Desired Settlement: For my troubles and for the undesirable customer service I received from the salon manager I want a FULL refund of all services, in CASH, not store credit. I do not need store credit because I will never return to this place of business, not because of the bad hair cut or color, but because of how I was treated by the management.

Business

Response:

September 13,2013

**. [redacted],

I am responding to the complaint ID #[redacted], As owner of the business Elan Hair & Spa, I can assure you that we attempt to provide quality services to all of our patrons. When something goes awry, we make every attempt to fix issues to the satisfaction of our customers. Since this customer had already colored her hair at home before coming back to the salon, it was challenging to assess why the customer was not satisfied with the hair color.

There are times when people are not available as they are already assisting other customers. Since the manager is also a full time hairstylist, I assume that the manager and the customer were having a challenge coordinating the appropriate time to assess what corrective measures could be achieved. This situation was resolved with issuance of a full cash refund for services rendered on Sept. 7th (the same date the complaint was filed with your office).

Sincerely,

Review: I paid $241 for a service to be provided and the stylist just did his own thing, resulting in a mess. No refunds and it is not fixable according to the 2 salons I went to afterward.

Recently I went to Elan for coloring and a cut. I want to start off by saying that the staff and stylist I used ([redacted]) were all wonderfully friendly. The salon was clean and looked great. However, it went downhill from there. I was very specific in what I wanted: Layer my long hair with the shortest layer falling at my shoulders, face framing highlights, the back of my hair to shape into a "v" and ombre coloring. I was negotiable on the color as I had black semi-permanent dye at the time, and figured if it'd didn't work (though my hair goes from red to brown to black regularly with no issue), I would just color it back to one single color. No harm, no foul. Unfortunately, I did not get a single thing I asked for. And due to the coloring taking longer than ever before (seriously, never in 14 years has it taken so long), I had to pay in advance of the cut, leave to pick up my sons and return.

I guess he forgot about the layers because he snipped the back of my hair up to shoulder length. At first I thought “surely that was a layer” but no. My hair lost a good 7-9 inches and there was no coming back from that. No V cut in the back, just a blunt “Amish” edge all the way around. My face framing highlights? Orange streaks that start below my ear. My ombre coloring? Nope. From the ears back my hair is orange and then those 2 little orange streaks under my ears. The rest is some horrid brown color that makes me look sick. I need layers because the texture of my hair tangles horrible without them. I reiterated this fact at least 20 times. I have NO LAYERS aside from the bangs I walked in with. I guess it didn’t matter what I asked for because they had already gotten their $200+ from me. I have had bad haircuts before, but I have never had hair that aged me 10 years and that was different colors with no blending or anything. I look like Flo from the [redacted] commercial and [redacted] from [redacted] had a love child.

And the orange back? What the heck? I feel ripped off and the fact that they still happily have my money despite knowing that I did not get a single thing I paid for is so infuriating. They offered to “fix” it... tell me, how are you getting half a foot of hair back? It took me 3 years to grow it out to that length. I might let them fix the coloring but I’m honestly afraid to. I have photos but it will not let me upload them to this page. It is truly awful. I am not one of those who cries over a haircut or coloring because hair grows (even if it will take another 3 years) and usually color can be fixed, but I do think people should know that you do not get what you pay for at Elan. And when they ROYALLY eff up your hair, they do not refund you or even apologize. In fact thy act bothered when you complain.Desired Settlement: Part of that $241 was for my son's hair, that looks good, but I want a refund for the color and cut considering it was not even close to what I asked for. I have letters from 2 other salons and before and after photos, a well as the reference photos I brought in. I really don't want to have to take this further, but I've been royally ripped off. I don't want them to offer to fix it, as it they have done enough damage and other licensed professionals said the orange cannot be fixed for at least a month due to the method elan used.

Business

Response:

April 17, 2014As the owner of Elan Hair & Spa, I am unsure how to respond to this complaint. Members of my team assure me that when this person called back the day after the service, she scheduled to come back one day later to visit with the stylist who had completed the service so that they could evaluate her hair and discuss what course of action could be taken to remedy the problem.Unfortunately, this customer cancelled the return visit and has since taken to [redacted] to voice her complaints about our business. If we were just in this business for the money without regard to achieving the results our customers desire, than we would not have been in business since 1988.The complainant alleges that 7 to 9 Inches was taken off and then later states half a foot. There seems to be a disagreement from the start about the length of hair that was taken which my stylist says was three inches. The only reason the stylist took off this much is because the hair was already damaged from the aforementioned home color treatment. This was discussed before it happened and she agreed to proceed. The second issue is that the color did not five up to the expectations of the customer. My Stylist assures me they discussed that we could not guarantee the Color because she had been using home colors. It is our standard policy to warn people of this but the complainant wanted to proceedanyway.The Complainant States she has letters from 2 other Salons. Does that mean She took the time to Visit 2 other salons but could not give us the courtesy of evaluating her hair by coming back to us? There are times when a refund would be mutually beneficial. However, due to the vociferous nature of the - personal attacks this person has posted on the internet, Im not sure that refunding money would stop her from continuing to post negative comments. I would be willing to pay someone from another salon to do a follow-up hair color evaluation and treatment up to the dollar amount we charged her.