Studio Luxe Salon

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Hi this is [redacted] ***, the owner of the salon called me this evening and we talked.? She apologized on behalf of her staff.? I explained how hurtful those lies that those ladies stated from not explaining to me the prices to being a half hour late to my appt.? Amanda stated to me that she thinks the girl panicked and just said those things so she wouldn't get in trouble.? I feel that Amanda was a very genuine person, I am ok with not getting a refund, I understand the cost now of overhead and etc.? I did tell her that I would notify you to have the case removed.? Thank you[redacted] Thank you for listening to me

In response to customers complaint, we received an initial call from [redacted] stating she wanted her extensions removed and asked about our pricingWe gave her the starting prices for our taextensions removal, which starts at $and we explained to her that pricing can go up depending on time, and how many pieces are removedShe? made? an appointment at that time for Tuesday, August 9th at 7:15pmTowards the end of the call [redacted] states that she has fusion extensions and asked if that would still be okWe? stated that we usually? only remove tape in? and that we would double check to make sure we have the tools and solvent needed to remove fusionsRemoving her type of extensions is? a different process than that original process discussedWe explained we would be more than happy to remove her fusion extensions and that there may be an additional charges, depending on amount of time and pieces removedWe? also informed her there is no way for us to give her an? exact price over the phone, only after we have all the extensions removed can we give you a definitive price because it depends on how long it takes to remove them and how many pieces are being removedKeeping her appointment, at around 7:pm Tuesday evening, [redacted] arrived at the salon around 7:pmHer stylist? began? the removal of her extensionsUpon looking at her hair, we informed her, she had? the most extensions we had ever removed! An hour into removing her extensions, ? at 8:pm another stylist? started help finish the removalWe could not? predicted she had so many pieces in her hair, the two stylists stayed after hours to finish her serviceHad the second stylist not helped, it would have taken even longerOnce removed, she asked if she could also? have her hair? shampooed, her stylist was more than? willing to? appease her.? ? The? two stylists were? not completely finished until nearly 10pmHer removal services totaled 4x removal of extensions (4- 1/hour removals at $45? plus $for a shampoo)? ? The stylists'? took? $off her total, making it a total of? $ [redacted] did not mention anything about the? price until finishing the transaction, when signing the receipt [redacted] then asked why her bill was so muchStating she was told it would? only cost? $45.? Her stylists? informed her that $is the starting price for our HotHeads taHair extension removal,? this? is for? half hour removal.? ? It is $45? per half hour for any other type of extensions (fusions..etc.) Ashley had told her she would talk to the manager and give her a call tomorrow (Wednesday morning)Wednesday morning, after speaking with the owner of the situationour? manager? did call her at? 9:am, as the owner was out of town, ? to apologize for the miscommunication.? ? She mentioned again she? wanted to speak to the owner, however she was out of town.? The manager called her on? Thursday morning to again apologize for the miscommunication and that it was unknown if? the owner? would be able to personally call? [redacted] The owner may? get involved in customer relations only if she felt a different outcome was necessaryWe felt all of the stylists involved in this particular situation handled it to the best of their ability and accommodated [redacted] all while respecting our companies policy

Initial Business Response / [redacted] (1000, 6, 2016/03/17) */ A stylist consulted with the client, providing a thorough consultation on the services to be preformedThe service was completed on the client, giving her the desired result, according to what the client had asked for The client then later called and decided she wanted something differentWe offered to have her return to the salon that week- and that we would be happy to do her hair again, as we wanted her to be 100% satisfiedShe opted not to return to the salon to have any additional services A month later, the client called back stating that she had her hair done elsewhere and wanted a refund in full for the services performedWe explained our policy is to correct the services for her, but we do not issue refunds once services have been performedWe also offered her a complementary haircut or other services of her choiceShe declinedShe stated she only wanted a refundShe also expressed that she routinely receives refunds from salonsIt is our opinion she is just trying to "salon hop" for services and then receive refunds for the services once she leaves Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have emailed pictures of what I requested to the salon owner, who said she would return a call once she viewed them and talked to the stylistShe never got back into contact with me, which indicates to me that there was a guilty conscience involved When I called back after my original visit, I was told By the stylist that she consulted her owner, who said I would be charged to get the color correctedConsidering his information, it's clear why I chose not to return to the salonThis call was NOT me changing my mindi called back because the stylist told me that if I really didn't like what she did, she would be happy to fix itTherefore, I calledI told the stylist on the phone that I don't find it fair to have to pay again due to her mistake, and she told me that it's non negotiable that I would pay and that they undercharged me the first time, so I would be paying for that as well It's likely clear at this point that I wasn't interested in another service from this salon due to the unprofessional handling of the situation as well as the massacre that was my hair I never said that I routinely received refunds from salonsI told the owner that I once received a refund due to a faulty haircut, so her reasoning for not being able to refund me was clearly personal and nothing to do with running a salonThe owner at that other salon was happy to do whatever it took to keep me as a client, and because of that refund, I continue to return to her whenever I'm in my hometown and need services done Unfortunately, the owner of Studio Luxe is very unprofessional in dealing with client satisfactionAccusing me of being a "salon hopper" is considered slander and a very ignorant and uncivilized way to address a customer Below, you will again find the reference photo I showed to the stylist, and the outcome of the coloring I will continue to address this situation until it has been satisfactorily resolved Final Business Response / [redacted] (4000, 10, 2016/04/01) */ We offered Ms [redacted] to the haircolor she originally selectedPer her statement to the Revdex.com, she has never had professional colorWe are licensed professionals with many years of experience and gave her to the best of our ability what she was asking forIn her original statement she said " she asked for the brown to have a slightly coppery tone to it"Later she states that she wanted "dark brown at the top and light blonde at the bottom"The stylist brought out a swatch book and together they selected the color she was describingAfter the services were performed, she then decided she no longer wanted the coppery toneThe stylist offered to redo her haircolor, but there would be a product fee, as it is not an easy task (as she mentioned, it takes several hours to change a hair color)Ms [redacted] decided to go elsewhere and pay for services at another salon To be clear, Ms [redacted] has never been slandered by Studio Luxe Salon staff or ownerIn her statements to the Revdex.com, she claims patronizing several different salons and receiving "refunds from other salons before" (plural)This is an observation based on the facts of her statements, not those of Studio Luxe Salon Lastly, the photos she submitted appear have been photoshopped and the photo that has been submitted as her actual hair from the back (after having it redone) does not appear to be her (it is the photo of the back of a head and is most likely, a picture from the internet)Perhaps an actual photo of herself would be more helpful We are truly sorry Ms [redacted] was not happy with our servicesIt was our policy, as well as our desire to correct the situation and offered her to return to the salon for us to achieve the new result she desired and/or a complementary haircut or credit towards other servicesShe declinedIt is not our policy to issue refunds Ms [redacted] has also taken online and written slanderous reviews and statements about our salon and staffWe maintain, we have to the best of our abilities tried to resolve this with a reasonable resolution Final Consumer Response / [redacted] (4200, 12, 2016/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The salon's description of what I asked for is accurateWe did pick out a brown color with a coppery tone to it, and I was satisfied with just the coppery brown at the top fading into a blonde at the bottomHowever, I did not ask for red to be added atop the color I already chose, since I was under the impression that the brown and the blonde were the only colors being added I have most posted several reviews online, as all conscious patrons of businesses doI am able to post whatever reviews I feel appropriate, and I did soI found it necessary to warn other patrons of what happened to me at the salon I find it interesting that the owner finds submitted pictures to be "photoshopped," as I don't own photoshopping software nor do I have any idea how to go about editing picturesThe stylist that did my hair, Jen, also asked me if she would be able to take a picture on her phone, which I was fine withIf there is any discrepancy about whether or not the photo is me, I'm sure Jen would be happy to offer up the photos she tookAlso, I will reattach the pictures in which you can see me wearing the same gray sweater and the same green braceletI will also be sure there is a timestamp on the photos, so that it's clear when and where they were takenLastly, you should be able to recognize your own salon in the backgroundYou will see that the first was taken at the salon and the second was taken at my home

Initial Business Response /* (1000, 6, 2016/03/17) */
A stylist consulted with the client, providing a thorough consultation on the services to be preformedThe service was completed on the client, giving her the desired result, according to what the client had asked for
The client then later
called and decided she wanted something differentWe offered to have her return to the salon that week- and that we would be happy to do her hair again, as we wanted her to be 100% satisfiedShe opted not to return to the salon to have any additional services
A month later, the client called back stating that she had her hair done elsewhere and wanted a refund in full for the services performedWe explained our policy is to correct the services for her, but we do not issue refunds once services have been performedWe also offered her a complementary haircut or other services of her choiceShe declinedShe stated she only wanted a refundShe also expressed that she routinely receives refunds from salonsIt is our opinion she is just trying to "salon hop" for services and then receive refunds for the services once she leaves
Initial Consumer Rebuttal /* (3000, 8, 2016/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emailed pictures of what I requested to the salon owner, who said she would return a call once she viewed them and talked to the stylistShe never got back into contact with me, which indicates to me that there was a guilty conscience involved
When I called back after my original visit, I was told By the stylist that she consulted her owner, who said I would be charged to get the color correctedConsidering his information, it's clear why I chose not to return to the salonThis call was NOT me changing my mindi called back because the stylist told me that if I really didn't like what she did, she would be happy to fix itTherefore, I calledI told the stylist on the phone that I don't find it fair to have to pay again due to her mistake, and she told me that it's non negotiable that I would pay and that they undercharged me the first time, so I would be paying for that as well
It's likely clear at this point that I wasn't interested in another service from this salon due to the unprofessional handling of the situation as well as the massacre that was my hair
I never said that I routinely received refunds from salonsI told the owner that I once received a refund due to a faulty haircut, so her reasoning for not being able to refund me was clearly personal and nothing to do with running a salonThe owner at that other salon was happy to do whatever it took to keep me as a client, and because of that refund, I continue to return to her whenever I'm in my hometown and need services done
Unfortunately, the owner of Studio Luxe is very unprofessional in dealing with client satisfactionAccusing me of being a "salon hopper" is considered slander and a very ignorant and uncivilized way to address a customer
Below, you will again find the reference photo I showed to the stylist, and the outcome of the coloring
I will continue to address this situation until it has been satisfactorily resolved
Final Business Response /* (4000, 10, 2016/04/01) */
We offered Ms*** to the haircolor she originally selectedPer her statement to the Revdex.com, she has never had professional colorWe are licensed professionals with many years of experience and gave her to the best of our ability what she was asking forIn her original statement she said " she asked for the brown to have a slightly coppery tone to it"Later she states that she wanted "dark brown at the top and light blonde at the bottom"The stylist brought out a swatch book and together they selected the color she was describingAfter the services were performed, she then decided she no longer wanted the coppery tone The stylist offered to redo her haircolor, but there would be a product fee, as it is not an easy task (as she mentioned, it takes several hours to change a hair color)Ms*** decided to go elsewhere and pay for services at another salon
To be clear, Ms*** has never been slandered by Studio Luxe Salon staff or ownerIn her statements to the Revdex.com, she claims patronizing several different salons and receiving "refunds from other salons before" (plural)This is an observation based on the facts of her statements, not those of Studio Luxe Salon
Lastly, the photos she submitted appear have been photoshopped and the photo that has been submitted as her actual hair from the back (after having it redone) does not appear to be her (it is the photo of the back of a head and is most likely, a picture from the internet)Perhaps an actual photo of herself would be more helpful
We are truly sorry Ms*** was not happy with our servicesIt was our policy, as well as our desire to correct the situation and offered her to return to the salon for us to achieve the new result she desired and/or a complementary haircut or credit towards other servicesShe declinedIt is not our policy to issue refunds
Ms*** has also taken online and written slanderous reviews and statements about our salon and staffWe maintain, we have to the best of our abilities tried to resolve this with a reasonable resolution
Final Consumer Response /* (4200, 12, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The salon's description of what I asked for is accurateWe did pick out a brown color with a coppery tone to it, and I was satisfied with just the coppery brown at the top fading into a blonde at the bottomHowever, I did not ask for red to be added atop the color I already chose, since I was under the impression that the brown and the blonde were the only colors being added
I have most posted several reviews online, as all conscious patrons of businesses doI am able to post whatever reviews I feel appropriate, and I did soI found it necessary to warn other patrons of what happened to me at the salon
I find it interesting that the owner finds submitted pictures to be "photoshopped," as I don't own photoshopping software nor do I have any idea how to go about editing picturesThe stylist that did my hair, Jen, also asked me if she would be able to take a picture on her phone, which I was fine withIf there is any discrepancy about whether or not the photo is me, I'm sure Jen would be happy to offer up the photos she tookAlso, I will reattach the pictures in which you can see me wearing the same gray sweater and the same green braceletI will also be sure there is a timestamp on the photos, so that it's clear when and where they were takenLastly, you should be able to recognize your own salon in the backgroundYou will see that the first was taken at the salon and the second was taken at my home

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Hi this is *** ***, the owner of the salon called me this evening and we talked. She apologized on behalf of her staff. I explained how hurtful those lies that those ladies stated from not explaining to me the prices to being a half hour late to my appt. Amanda stated to me that she thinks the girl panicked and just said those things so she wouldn't get in trouble. I feel that Amanda was a very genuine person, I am ok with not getting a refund, I understand the cost now of overhead and etc. I did tell her that I would notify you to have the case removed. Thank you.*** ***Thank you for listening to me

We are saddened to read this responseOur company was very kind and accommodating to this customers needsWe havand tre returned her phone calls and tried to respond to her questions in a timely and accomodating mannerWe are sorry it seems this cannot be resolved to her satisfaction

In response to customers complaint, we received an initial call from *** stating she wanted her extensions removed and asked about our pricingWe gave her the starting prices for our taextensions removal, which starts at $and we explained to her that pricing can go up depending on
time, and how many pieces are removedShe made an appointment at that time for Tuesday, August 9th at 7:15pmTowards the end of the call *** states that she has fusion extensions and asked if that would still be okWe stated that we usually only remove tape in and that we would double check to make sure we have the tools and solvent needed to remove fusionsRemoving her type of extensions is a different process than that original process discussedWe explained we would be more than happy to remove her fusion extensions and that there may be an additional charges, depending on amount of time and pieces removedWe also informed her there is no way for us to give her an exact price over the phone, only after we have all the extensions removed can we give you a definitive price because it depends on how long it takes to remove them and how many pieces are being removedKeeping her appointment, at around 7:pm Tuesday evening, *** arrived at the salon around 7:pmHer stylist began the removal of her extensionsUpon looking at her hair, we informed her, she had the most extensions we had ever removed! An hour into removing her extensions, at 8:pm another stylist started help finish the removalWe could not predicted she had so many pieces in her hair, the two stylists stayed after hours to finish her serviceHad the second stylist not helped, it would have taken even longerOnce removed, she asked if she could also have her hair shampooed, her stylist was more than willing to appease her. The two stylists were not completely finished until nearly 10pmHer removal services totaled 4x removal of extensions (4- 1/hour removals at $45 plus $for a shampoo) The stylists' took $off her total, making it a total of $*** did not mention anything about the price until finishing the transaction, when signing the receipt*** then asked why her bill was so muchStating she was told it would only cost $45. Her stylists informed her that $is the starting price for our HotHeads taHair extension removal, this is for half hour removal. It is $45 per half hour for any other type of extensions (fusions..etc.) Ashley had told her she would talk to the manager and give her a call tomorrow (Wednesday morning)Wednesday morning, after speaking with the owner of the situationour manager did call her at 9:am, as the owner was out of town, to apologize for the miscommunication. She mentioned again she wanted to speak to the owner, however she was out of town. The manager called her on Thursday morning to again apologize for the miscommunication and that it was unknown if the owner would be able to personally call ***The owner may get involved in customer relations only if she felt a different outcome was necessaryWe felt all of the stylists involved in this particular situation handled it to the best of their ability and accommodated *** all while respecting our companies policy

We are saddened to read this responseOur company was very kind and accommodating to this customers needsWe havand tre returned her phone calls and tried to respond to her questions in a timely and accomodating mannerWe are sorry it seems this cannot be resolved to her satisfaction.?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Hi this is [redacted], the owner of the salon called me this evening and we talked.  She apologized on behalf of her staff.  I explained how hurtful those lies that those ladies stated from not explaining to me the prices to being a half hour late to my appt.  Amanda stated to me that she thinks the girl panicked and just said those things so she wouldn't get in trouble.  I feel that Amanda was a very genuine person, I am ok with not getting a refund, I understand the cost now of overhead and etc.  I did tell her that I would notify you to have the case removed.  Thank you.[redacted]Thank you for listening to me

In response to customers complaint, we received an initial call from [redacted] stating she wanted her extensions removed and asked about our pricing. We gave her the starting prices for our tape-in extensions removal, which starts at $45 and we explained to her that pricing can go up depending on...

time, and how many pieces are removed. She made an appointment at that time for Tuesday, August 9th at 7:15pm. Towards the end of the call [redacted] states that she has fusion extensions and asked if that would still be ok. We stated that we usually only remove tape in and that we would double check to make sure we have the tools and solvent needed to remove fusions. Removing her type of extensions is a different process than that original process discussed. We explained we would be more than happy to remove her fusion extensions and that there may be an additional charges, depending on amount of time and pieces removed. We also informed her there is no way for us to give her an exact price over the phone, only after we have all the extensions removed can we give you a definitive price because it depends on how long it takes to remove them and how many pieces are being removed. Keeping her appointment, at around 7:15 pm Tuesday evening, [redacted] arrived at the salon around 7:30 pm. Her stylist began the removal of her extensions. Upon looking at her hair, we informed her, she had the most extensions we had ever removed! An hour into removing her extensions,  at 8:30 pm another stylist started help finish the removal. We could not predicted she had so many pieces in her hair, the two stylists stayed after hours to finish her service. Had the second stylist not helped, it would have taken even longer. Once removed, she asked if she could also have her hair shampooed, her stylist was more than willing to appease her.  The two stylists were not completely finished until nearly 10pm. Her removal services totaled 4x removal of extensions (4- 1/2 hour removals at $45 plus $28 for a shampoo)  The stylists' took $10 off her total, making it a total of $198.00. [redacted] did not mention anything about the price until finishing the transaction, when signing the receipt. [redacted] then asked why her bill was so much. Stating she was told it would only cost $45. Her stylists informed her that $45 is the starting price for our HotHeads tape-in Hair extension removal, this is for half hour removal.  It is $45 per half hour for any other type of extensions (fusions..etc.) Ashley had told her she would talk to the manager and give her a call tomorrow (Wednesday morning). Wednesday morning, after speaking with the owner of the situation.. our manager did call her at 9:00 am, as the owner was out of town,  to apologize for the miscommunication.  She mentioned again she wanted to speak to the owner, however she was out of town. The manager called her on Thursday morning to again apologize for the miscommunication and that it was unknown if the owner would be able to personally call [redacted]. The owner may get involved in customer relations only if she felt a different outcome was necessary. We felt all of the stylists involved in this particular situation handled it to the best of their ability and accommodated [redacted] all while respecting our companies policy.

Initial Business Response /* (1000, 6, 2016/03/17) */
A stylist consulted with the client, providing a thorough consultation on the services to be preformed. The service was completed on the client, giving her the desired result, according to what the client had asked for.
The client then later...

called and decided she wanted something different. We offered to have her return to the salon that week- and that we would be happy to do her hair again, as we wanted her to be 100% satisfied. She opted not to return to the salon to have any additional services..
A month later, the client called back stating that she had her hair done elsewhere and wanted a refund in full for the services performed. We explained our policy is to correct the services for her, but we do not issue refunds once services have been performed. We also offered her a complementary haircut or other services of her choice. She declined. She stated she only wanted a refund. She also expressed that she routinely receives refunds from salons. It is our opinion she is just trying to "salon hop" for services and then receive refunds for the services once she leaves.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emailed pictures of what I requested to the salon owner, who said she would return a call once she viewed them and talked to the stylist. She never got back into contact with me, which indicates to me that there was a guilty conscience involved.
When I called back after my original visit, I was told By the stylist that she consulted her owner, who said I would be charged to get the color corrected. Considering his information, it's clear why I chose not to return to the salon. This call was NOT me changing my mind. I called back because the stylist told me that if I really didn't like what she did, she would be happy to fix it. Therefore, I called. I told the stylist on the phone that I don't find it fair to have to pay again due to her mistake, and she told me that it's non negotiable that I would pay and that they undercharged me the first time, so I would be paying for that as well.
It's likely clear at this point that I wasn't interested in another service from this salon due to the unprofessional handling of the situation as well as the massacre that was my hair.
I never said that I routinely received refunds from salons. I told the owner that I once received a refund due to a faulty haircut, so her reasoning for not being able to refund me was clearly personal and nothing to do with running a salon. The owner at that other salon was happy to do whatever it took to keep me as a client, and because of that refund, I continue to return to her whenever I'm in my hometown and need services done.
Unfortunately, the owner of Studio Luxe is very unprofessional in dealing with client satisfaction. Accusing me of being a "salon hopper" is considered slander and a very ignorant and uncivilized way to address a customer.
Below, you will again find the reference photo I showed to the stylist, and the outcome of the coloring.
I will continue to address this situation until it has been satisfactorily resolved.
Final Business Response /* (4000, 10, 2016/04/01) */
We offered Ms. [redacted] to re-do the haircolor she originally selected. Per her statement to the Revdex.com, she has never had professional color. We are licensed professionals with many years of experience and gave her to the best of our ability what she was asking for. In her original statement she said " she asked for the brown to have a slightly coppery tone to it". Later she states that she wanted "dark brown at the top and light blonde at the bottom". The stylist brought out a swatch book and together they selected the color she was describing. After the services were performed, she then decided she no longer wanted the coppery tone. The stylist offered to redo her haircolor, but there would be a product fee, as it is not an easy task (as she mentioned, it takes several hours to change a hair color). Ms. [redacted] decided to go elsewhere and pay for services at another salon.
To be clear, Ms. [redacted] has never been slandered by Studio Luxe Salon staff or owner. In her statements to the Revdex.com, she claims patronizing several different salons and receiving "refunds from other salons before" (plural). This is an observation based on the facts of her statements, not those of Studio Luxe Salon.
Lastly, the photos she submitted appear have been photoshopped and the photo that has been submitted as her actual hair from the back (after having it redone) does not appear to be her (it is the photo of the back of a head and is most likely, a picture from the internet). Perhaps an actual photo of herself would be more helpful.
We are truly sorry Ms. [redacted] was not happy with our services. It was our policy, as well as our desire to correct the situation and offered her to return to the salon for us to achieve the new result she desired and/or a complementary haircut or credit towards other services. She declined. It is not our policy to issue refunds.
Ms. [redacted] has also taken online and written slanderous reviews and statements about our salon and staff. We maintain, we have to the best of our abilities tried to resolve this with a reasonable resolution.
Final Consumer Response /* (4200, 12, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The salon's description of what I asked for is accurate. We did pick out a brown color with a coppery tone to it, and I was satisfied with just the coppery brown at the top fading into a blonde at the bottom. However, I did not ask for red to be added atop the color I already chose, since I was under the impression that the brown and the blonde were the only colors being added.
I have most posted several reviews online, as all conscious patrons of businesses do. I am able to post whatever reviews I feel appropriate, and I did so. I found it necessary to warn other patrons of what happened to me at the salon.
I find it interesting that the owner finds submitted pictures to be "photoshopped," as I don't own photoshopping software nor do I have any idea how to go about editing pictures. The stylist that did my hair, Jen, also asked me if she would be able to take a picture on her phone, which I was fine with. If there is any discrepancy about whether or not the photo is me, I'm sure Jen would be happy to offer up the photos she took. Also, I will reattach the pictures in which you can see me wearing the same gray sweater and the same green bracelet. I will also be sure there is a timestamp on the photos, so that it's clear when and where they were taken. Lastly, you should be able to recognize your own salon in the background. You will see that the first was taken at the salon and the second was taken at my home.