Shenanigan's Hair Lounge

Initial Business Response /* (1000, 5, 2015/05/07) */
Revdex.com
Attn: [redacted]
Re: Case # [redacted] - [redacted]
Good Afternoon. Please accept this email as a response from Shenanigans Hair lounge . My name is [redacted] and I am the owner.
We received...

your letter yesterday May 5th to my surprise. I first off would like the opportunity to say that I was never notified by email or by phone as I should of been, so I believe I need some clarification as to where the said emails [redacted] had sent them to??? I have 2 email accounts that are for the salon, we also have an automatic email response when we email receipts and book appointments.. I have checked and asked both my stylist that did [redacted] hair as well as spoke with my Salon manager that was on duty that weekend.
Regardless to say that I am a very fair business owner and have a very reputable salon for 5 years now. My Stylist [redacted] is color certified though Redken Color NYC and quite experienced and more than qualified with color correction. I can honestly say that there have been only a very rare few occasions in which we have not achieved the look the client wanted, however as we always explain that this look can be achieve with multiple visits as we have quite a process to remove blacks and reds without damaging the hair. As you will see in the picture shown above the client came in with a level 2 hair which is the darkest brown, almost a black color that she had dyed previously to cover all over red hair that she had colored before. It is critical that we know exactly the history of the hair to achieve the desired result.
Please review my stylists exact application written statement by her below, her process in which she was showing client what color her hair was after all of this process and what the client requested at the end of her service. The client [redacted] requested for US to make it brown again because of what color her hair was naturally pulling after all of her previous color she had done herself. [redacted] left with a level 7 hair which is a dark blond not a brown. We pulled her hair up 5 levels of lift which is a great deal for a first time trying to remove all of her past color she did to herself. The client did in fact show a pix of her desired look however we did in fact tell her there was NO WAY to achieve this in one session. The client was told we could get her to a light brown which in fact we got her to a dark blonde level 8 and then at her request took her to a level 7 which is still a darker blonde.
There is only so much that we can do that can change the hair but bottom line, chemistry and the science portion are what your hair physically allows. The client did not like her warmth that the combination and her natural were pulling, that is not our doing, but science. The charges that were incurred were due to all of the product usage, the application, the haircut and the client requesting additional color at end.
Thank you for your consideration regarding this matter as we look forward to resolution and closing of this matter.
[redacted]
Owner Shenanigans Hair Lounge
Hello again [redacted], I also need to mention that we have no reviews, comments or emails from [redacted] on our facebook business page or from emails on gmail, hotmail or our integrated salon booking Booker system. Can she provide proof of sent emails and copy of said facebook review??? I find it quite odd that I cannot see or find any of this correspondence from client???
Thank you for your consideration in this matter again
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response. When one pays for any service or product from a business they expect to be happy with the end result! The pictures above do not lie! My hair hardly looks different and I do not like the current color at all. I sent two emails through the www.shenaniganshairlounge.com webpage. I received the statement that it was sent, so why you never received it completely baffles me! I also posted a complaint via Facebook. It is still available on their page, I screen shot the complaint and emailed it personally to Ms. [redacted] for review. As for my hair. I have dyed my hair three times in my life, each time it was professionally done, and it should be noted that my hair has never been bleached. My hair was in need of a trim. I would happily pay for that portion, but the dye job is unacceptable. I do understand that a true blonde is not achieved overnight. As for a the levels, I am not a hairstylist. I do not understand your science and terminology for what you do. What I do know is that my hair has never been black and it is currently nowhere near blonde. Back in August 2013 was the last time I dyed my hair. It was dyed to match my roots and get rid of a subtle cherry cola hue I had added earlier that Spring. Naturally in summer, a dreaded red colored hue emerges from spending too much time in the sun. I told [redacted] of this issue and asked if we could avoid that possible brassiness. As for the instruction of dying my hair back brown. That is false. She stated my hair wasn't 'pulling' as expected. Naturally, I feared having my hair be some strange hue, so I instructed the professional to do what needed to be done. I have never bleached my hair or gone lighter, therefore I was nervous as to what wasn't 'pulling' as expected. After six hours a your salon I left with color I do not like, nor is it remotely similar to the picture of what I expected or what I was told what could be done. As for your levels mentioned I did google images of these levels discussed in the above statement. I am nowhere near the levels discussed. I have spoken with other professional hairstylists and all have stated that what was done was unfair. As a paying customer I am completely discouraged with this situation, like I said before; it isn't about the amount I spent, it is the disappointment in what was received. In conclusion, I do not agree with the above statements and I am completely unhappy with my current hair color.
Final Consumer Response /* (4200, 11, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again I did not provide any instruction! She said the color did not 'pull' as expected. I told her to do what was necessary. I left the salon unhappy with the end result. I don't feel I should have had to pay for a hair color I do not like, nor matched what I was told could be achieved. I am not a happy customer. I feel I was taken advantage of, bottom line. I have plenty of hispanic friends who achieved more 'blonde' on their first trip and their hair was more close to black when starting. Once again, I do not have overprocessed hair, it has never been bleached, and only dyed by a professional three times in my life. I am disgusted with this situation.
Final Business Response /* (4000, 13, 2015/05/27) */
Our offer to redo her hair stands. however we advised client that this process of lightening will take a few processes and appointments. Since then we have no idea what she has done to her hair since then... I would say a proper consultation and plan of action is what we need to do so that we are all on the same page. We had informed her the evening of her last appointment that she would need multiple appointments to break her base, then to work on her desired results as well at maintain the integrity of her hair. Nobody with a level as dark as hers, previous box dye history and hair porosity can go from dark brown to blonde in 1 or 2 appointments, its a gradual work in progress. We cannot guarantee this will all happen in 1 appointment but we can say that we can open back up the base an work on lightening her hair. We will cover the cost of color correction for this 1 appointment however a waiver will need to be signed and the understanding that if any further additional appointments are needed, they will be paid by client.