Illusions Color Spa Inc

Complaint: ***
I am rejecting this response because:That statement is inaccurateNo body raised their voice and $is not a felony it is a misdemeanorI understood that I was going to have warm highlights, they showed me a picture, they were NOT orangeThe most thing I was concerned about was the highlights do not go to my root, or even closeIt looks like I got my hair done 4-weeks agoThey also told me my hair was not healthy and putting more highlights in it would only damage my hair further & did not feel comfortable doing soSo, again I paid for a service I did not correctly receiveThey also never told me $I understand they put time and product into my hair, which is why I did not ask for a full refundI realize product and time cost money.
Sincerely,
*** ***

[redacted] came into Illusions on 1/5/17 for an extension consultation.  Her hair was very thin due to illness and medication and she wanted tape-in extensions and she also wanted her hair colored.  Her hair was highlighted and we told her that she was not a candidate for tape-in...

extensions as they were to heavy for her hair.  We also told her that the only type of extensions we would consider were a special order small bond as they were the lightest type of extension but we couldn't guarantee they would work for her.   [redacted] left saying she was going to think about the extensions.  She called the next day and said she was unhappy with the color, we had her come back on January 6th and we redid her color at no charge.  After her second color service she said she wanted to go ahead with the extensions - we explained everything about the care of extensions and gave her a contract to read and sign if she wanted to special order the extensions.  She signed and put down a deposit to order the hair.  On January 10th she had the extensions put in her hair.    She called and complained that she was having trouble with the extensions and felt like they you could see the bonds which we explained could be a problem due to her thin hair.  We again explained that we could move the extensions down as she was having trouble hiding the bonds in the crown and she was already matting due to her care.  We took out all of the extensions and put them back in lower at no charge.  Again she left seeming happy.  On February 13th she came in for an adjustment and we did not see any signs of hair loss or damage from the extensions.   She called a week later and said she wanted them removed as she was having problems with them and she was told we would remove them at no charge if that was what she wanted.   She did not show up for us to remove them and the next we heard was she wanted her money back.   We tried very hard to please Ms. [redacted] and gave her several services at no charge - no matter what we did she complained.  We took hours trying to get her extensions placed so she would be happy.  We told her numerous times in the consultations that extensions may not be the best option due to her medical condition.  The contract she signed explains all details and risks of extensions.  I told her we are sorry they did not work for her and we wanted to make her happy.  She never returned to Illusions.   We did not see any bold spots on her and her hair was all different lengths before the extensions were ever put in.   We put in the extensions to try to make her happier about her appearance and did everything we could to make them work for her.  I am sorry I I missed the first notice in my emails.  Please let me know if you have any additional questions or need more information. [redacted]Illusions Color Spa[redacted]

the highlights were carmel, not orange.  Her hair was not in a healthy condition when she came into Illusions, we added a bond pro to her color to try to protect her hair.  the highlights were placed at the scalp but it had to remove very dark color she had done the previous day.  My team tried to work with her but she became very rude and aggressive and refused to let anyone do anything else to her and refused to pay.  She was very loud and abusive to several team members that were trying to make her happy.  The situation got so bad that the police had to be called.

[redacted] came into Illusions on Thursday, October 12th at 10:00AM to correct the color she had received the previous day.    Her hair was a level 5 - dark brown artificial color and she wanted to be highlighted to a pale blonde.  We explained that it wouldn't be possible to do...

in one visit and to lift out the color and retain the integrity of the hair.  We told her to expect the results to be warm.  When we completed the service she was unhappy with the results and became very angry and argumentative.  Three team members and trainers talked to her and told her that we wanted her to be happy and we would re-do the color and she said she didn't have time.  We said we could schedule her at her convenience and she refused.  She said she was leaving and not paying and made a scene yelling in the salon.   Our corrective color prices start at $200 but we ended up dropping her price to $120 as she was so abusive.   The police had to be called to receive payment or they were going to charge her with a felony. I was not at the salon yesterday, my managers tried everything to make her happy.  They said she was extremely uncooperative and difficult.  If you need any other information please feel free to contact me.[redacted]Illusions Color Spa[redacted]

[redacted] purchased hair extensions from Illusions Color Spa on July 26, 2016.  She had her hair highlighted and added 125 hair extensions.  They were put in by a team member that has been at Illusions for 12 years and does a high volume of hair extensions and is very proficient and I...

never receive any complaints on her work.  the extensions need to be maintained an average of every 5 weeks.  [redacted] returned on September 6th and again on October 18th to have them adjusted which was right on schedule.  She cancelled her next appointment and didn't return until December 30th which was close to 11 weeks.  At that time she had lost some of the extensions which we put back in but she had waited double the time for proper maintenance.  The next time we saw her was March 13th, which was again over 10 weeks for a 5 week adjustment.  She returned on April 4th and she complained that she was losing the extensions I had my team leader and top extensions artist take all the extensions out and put them back in with all new cylinders to try to make her happy and we did all of the service complimentary.  On April 24th she emailed that she wanted a refund for the extensions she had gotten the previous July and for all her services.   I responded that we are happy to work with her but a refund was not an option.  The Illusions Team has hundreds of guests that wear hair extensions and wear them for years.  Our guests do not have problems with their extensions - the type of extensions we use are very different from the extensions she had gotten in the past as use cold fusion so that we do not damage the clients hair but if not taken care of properly will slip out.  She had heat fusion in the past and that hair I glued into the hair with heat - they do not come out no matter what you do to your hair but are very damaging.  Cold fusion are the safest hair extensions but they do need to be maintained and you have to be gentle on them and use proper products to have success.  the products we recommend were explained to [redacted] in addition to  complete care instructions.It is very important to myself and everyone at Illusions that our guests love their services and we tried very hard to please [redacted] and gave her complimentary services to try and make her happy. Sincerely, [redacted]Illusions Color Spa

Initial Business Response /* (1000, 10, 2016/02/01) */
I am so sorry that [redacted] is not happy with her color. We tried to make her happy and spent a lot of time with her on both visits. My team is highly trained in hair color and we always do a very thorough consultation with every guest. [redacted]...

came in and was used to getting what used to be called frosting of the hair. She thought she was ready for an updated look which we gave her and my designer duplicated the picture we chose. She called saying she wanted more blonde so we were more than happy to have her come in and take care of her needs. We again gave her a complete consultation with pictures and again duplicated the look she chose from out pinterest page. Than she emailed saying she wanted a refund. We had spent and endless amount of time with her on both of her visits and we created the color she chose it just was different from what she was used. She desired an updated hair color but when she received it she was not happy. We offered her to come back in a third time but she refused and wanted a refund. I feel as though my team went above and beyond to please her. We are sorry that she did not like her new look. We have many older guests that love a new look but [redacted] was difficult.
Sincerely,
[redacted]