Liz Russell Aveda Lifestyle Salon

Review: I had purchased a $75 package at Liz Russell for a wash and cut. After my hair was washed and the stylist was brushing it, I noticed there were reddish/pinkish streaks throughout a portion of my hair. At first, the stylist tried to tell me the streaks were natural. I have very blonde hair and my hair has never been dyed red or pink. I was very upset and kept asking the stylist what could have caused this problem. She never gave me any explanation, but instead kept denying she had anything to do with these dyed pink streaks that were not there when I arrived. She did tell me, however, that if I kept washing my hair, the dye would likely come out. A second stylist explained to me that other customers had the same problem, which she believed happens when dye residue is left on a shampoo bottle, and the stylist touches the dye and accidentally washes it back into the hair. She too assured me that the dye would wash out, but told me to come back in if I could not remove the dye. Unhappy, but unsure of what else to do, I returned home and washed my hair a few times. After seeing no improvement, I called the salon and made an appointment to come back in. I met with the owner,[redacted], who failed to accept any responsibility for what happened. Instead of apologizing or offering solutions to help, [redacted] told me I was lying and that I had entered her salon with hair with dyed pink streaks. [redacted] refused to listen to anything I had to say, and eventually stormed out of the room after saying "I know what to do." Her solution was not to help fix my hair, but to call the police because I came into her store to attempt to fix a problem caused by her employee's carelessness. While I understand accidents like this can happen, I could not believe the rude and disrespectful way I was treated. However, after reading other reviews on the internet, such callous and non-responsive customer service appears to be the norm at Liz Russell.Desired Settlement: I would like to have the money I spent refunded, but that is only part of the problem. I am now going to have to go to another salon to have my hair fixed, which will cost much more than the $75 I originally spent.

Review: Me and a friend bought a special promotion they were selling and we paid $60 each for it, but when we called to make the appointment, the staff keeps telling us that they don't accept out appointments until after a certain time - which is something they did not mention to us when we purchased the promotions. Every time we call, its either they don't answer, hang up the phone and just refuse to give us an appointment. They took our money and scammed us.Desired Settlement: Refund. We will NOT accept store credit. This place is a scam and would not want to even enter this place.

Business

Response:

Hi [redacted],

I hope all is well! We received notice of your experience while trying to book an appointment for the promotional package that our salon has been offering. We do apologize for the hassle and inconvenience. The package has been very successful and the receptionists have been trying their best to accomodate both our return clients as well as all of our new clients from the packages. However, since we started this promotion in late March, we've serviced over 500 new clients and we can assure you this is NOT a scam. The reason we launched the promotion is because we moved from our old location on [redacted] last July and we lost some clientele due to the move. The package was a great way to drive new loyal clients to our door. What should have been said to you when booking your appointment was that our availability is limited during the evenings and on weekends but that we would try our best to accomodate you during the day or on the first evening or weekend we had available . I do apologize on behalf of the whole Liz Russell Aveda team. While gift certificates are non-refundable, (states this on the back of voucher) we do ask that you let us book you and your friend an appointment to come in and enjoy all of the wonderful services we've put together. I'm positive we can turn your negative experience around. Take some time, think it over and get back to us at your earliest convenience.

Best,

[redacted] and The LRA team.

Consumer

Response:

At this time, I have been contacted directly by Liz Russell Aveda Lifestyle Salon regarding complaint ID [redacted], however my complaint has NOT been resolved because:

The Salon refused to provide a refund for a service that was not provided in a timely manner based on their non-refundable policy. I would have understood if there is no refund AFTER I had made use of thier services, but I was never even given a chance - my requests for appointments (for 3 months in advance) was denied even!

The Salon offered to make an appointment instead after I filed my complaint with the Revdex.com but the person further mentioned that it would be available on non-peak hours only!

The August start date and the non-peak hour policy was never mentioned during time of purchase! If they had, I would have never made the purchase in the first place.

I reiterate my decision to get a refund. Thank you.

Sincerely,