Hairlicious Salon

Review: Went to get hair colored on May 9, 2013 I have only colored my hair twice before at Ulta they didn't answer the phone so I went to hairlicious, I called and [redacted] the owner tells me they have better products and she tells me she needs to see the length, before she can give me a price. I go there she says 110.00 I say O.K. I go get my nails done and come back to hairilicious. I get my hair colored by [redacted], who hardly talks so she puts the color in leaves me for about a 1/2 hr she washes my hair and she starts to blow dry it she does the bangs I don't know anything about coloring hair, but at Ulta they blow dry my whole head and when [redacted] is blow drying I did tell her she could blow dry the whole thing,but she does my bangs while I'm there she gets my white little light white coat more like a shrug she gets product on my coat they put some hairspray on it and tells me to put water on it when I get home. So then I call [redacted] the owner and she says it needs to be (this is Friday 10, 2013 ) that it needs to be blowed dryed so I blow dry it and the color is getting all over my towels. Then on Saturday i'm taking a bathe and the color is filling up my bathtub twice I'm freaking out because, this has never happened to me my husband called she [redacted] tells him she's sorry he said she said it a few times I'm in tears, because I'm wondering when it's going to stop or is it ever going to stop she tells him it may take a few more rinses's before it stops getting color on my towels and I'm hand washing all these thing I was scared it was going to get on my pillow so I put towels on my pillow. So today I call [redacted] and she says it may take three weeks before it will stop running, then she says that I told her I just wanted it colored and I didn't want it blow dryed, I know I didn't say that they do it at ulta, but I didn't think of it has something that had to be done, because I'm not a hair color specialist. When she told me the cost of getting it colored she should of told me it would be 135.00, because she charges 25.00 for the hair drying and when I called her today May 15, 2013 her going back and forth saying I need to blow dry it and I now might have to wait 3-4 weeks she keeps on saying it looks better than coloring from not concerned that I have to wash everything my hair touches and that I want this to stop I have spoken to her and she had said nothing to me about it needing to be blown dry now she's saying I should be doing this everyday too, and I didn't know if I would go knowing all that i'm going through I would never had her shop do anything to my hair. I want a full refund this coloring is all going to come out of my hair, she didn't tell me anything when I asked [redacted] how long will to last she said 6weeks to two months and [redacted] doesn't get that it's not about the product it's about her telling me about what I should do with the, because the products still going to be coming out of my hair why get your hair colored if it's just going to be coming out every time you take a shower and then you have to wash the towels sweaters what ever the coloring get's on, I have cried about this it has really, really stressed me and I shouldn't have to go through these changes. She asked me if I would come in but I truly don't want her or [redacted] to touch my hair she can't do anything to it.Desired Settlement: Refund

Business

Response:

Business' Initial Response

This is to respond to a customer complaint about a hair color application on May 9, 2013. The complaint is in two parts: (1) color was not confined to the protective cape and was allowed to get on her shirt and (2) the color ran excessively.

The first complaint is easy to answer. During the course of the color application, the customer complained of hot flashes. She voluntarily pushed the cape over three times to vent and in the process caused the hair dye to get on her shirt. There is nothing the salon could do to prevent this except warn her not to do that again because it allows hair dye on protective cape to come into contact with the customer's clothes.

The second complaint is more different to analyze. The customer states that she has only had hair color applied only twice before at another salon. Apparently, there was no problem there. On this occasion she requested hair color only for an agreed price of $110.00. The color was applied and the customer waited the correct period of time (1/2 hour) for the color to take effect. The hair was correctly shampooed and given a limited blow dry. The customer acknowledges she did not request a blow dry and styling. For the next two days or more, there was excessive loss of coloring experienced by the customer. The first culprit to look at would be inferior product. This was not the case. The coloring agent was a "Goldwell" product from Germany and in my opinion the best hair color product available and superior to all United States brands. Thus, the product can be eliminated. Secondly, the application process was proper, followed by a shampoo. The shampoo itself is a rinsing process that eliminates all the excess, water soluble dye. This process was done properly.

The lack of a complete blow drying would not in itself cause excess color loss. The customer's subsequent frequent washings and blow dryings are a more likely cause of excessive color loss. It is likely the customer's inexperience with color allowed her to use a non-colorfast shampoo at home and that she had used other products prior to the hair coloring at this salon that was incompatible with subsequent hair coloring. If this were the case her hair would have been stripped completely to allow new color to be applied successfully had she acquaited this salon with the use of other incompatible products.

The salon has offered to redo her hair coloring after analyzing the underlying cause of the excessive running, but the customer declined. It is likely the root of the problem is either improper care at home after the coloring or prior application of incompatible products of which the salon had no knowledge. Neither of which are the responsibility of the salon.

Consumer's Final Response

I tried to go on website yesterday didn't work was reminded that I could e-mail you. I didn't want to go back, because to me she didn't do it right, she never said anything about a guarantee. I can say the same thing I am also a very hard worker and it is my money that paid for her services. Again she accused me of something untrue my husband called and I said I was not going back to her shop while I'm sitting in the Bath tub and I am pouring water over my head with my little bucket and this great big tub is being filled with red dye coming from my hair. How dare she suggest that I am unhappy she doesn't have the right to say things that are not true, she doesn't even know me. I am a happy person I have a good marriage 29 years to a good man, 31 years together I feel like the most blessed woman in the world. I will not say anything about her personality, except she does't understand what honesty is and she doesn't have a clue what customer service is at all. What it really comes down to is money this woman has caused me to know without a doubt she doesn't want to return the money that she took from me, she is using me as someone to blame for she changed what she said back and forth just two times I called, once my husband called,because I didn't know what to think about all of this so good called Product that was coming out of my hair. When I left she didn't tell me anything about the product coming out,it just shouldn't of come out and if it was why didn't she tell me what to expect? Seriously it's not her reputation, but her money. I will take 60.00,because that's how much I paid to To cut ,color and blow dry or if I wanted it straightened at Ulta when I had to get colored again.

Business' Final Response

I am an honest, hard working, small business owner. I guarantee my work. If a customer is unhappy with a service they received in my salon, I am more than willing to work with them to resolve the problem. But, if a customer has a problem or is unhappy and refuses to come back to my salon without letting me see the problem or try to fix it and are calling my salon and being combative and threatening me, how can I fix it? What am I to do? My hands are tied. I have a good reputation and strive everyday through hard work and honesty to keep it that way. Sometimes people are just unhappy in their lives and try to bring other people down.