Studio N

Complaint: [redacted] I am rejecting this response because:For multiple reasonsFirstly, I was charged the maximum amount for services I did not agree to or receiveI did not ask for toner or any extra products that Studio N apparently adds in addition to what is listed on their websiteI was under the impression the maximum cost before tax and tip would be $for full highlightsIf there are add ons, that should be clearly listed or conveyedThe only fine print they have is "These are the starting prices as it varies per Stylist on skill level and experience." In no way does that imply that toner or other products will be added to the priceWhat they are saying is the price is dependent on stylist and skill level aloneIf a customer is going to be set up with a more experienced and expensive stylist, they should be told thatAnd they should definitely be told the cost of additional products instead of being blindsided by itI've never been to a salon that works their pricing in this wayEvery where I've gone before, their pricing is simple, to the point, and is accurate to what they list onlineAlso, when I was booked for the second appointment, I was told I could discuss whether I would get full or partial highlights, yet I was booked for full highlights anyway, and now subsequently charged for that.After I was told the real price of everything, I was in shock and wanted to leaveI was already trying to squeeze in this second appointment because they didn't properly book the first one and I was trying to get ready for a weddingI was upset and becoming irritated by the lack of customer service and communication I received from this salonI've been working in customer service for years and the experience was horrendousI did at first tell the owner to charge me anyway, but after talking with him, he said he'd prefer not to charge me, so again, I was in shock to see $taken out of my bank account by themI never got an email or text saying I was being charged Everyone has things they go through on a daily basis and I felt pressured by the owner to stay and talk to him which only made things worseHe walked after me when I left the salon (not even calling me by the correct name) and kept trying to pry into whatever personal things I had going onI wasn't there to talk about my feelingsI was there to receive a service that this salon failed to deliver properlyThere was a lot of miscommunication and misleading advertising on their endOverall I got the impression that the owner means well but needs to learn a lot about running a business and providing good customer serviceI was actually going to reach out to the owner and thank him for understanding why I left and for not charging me (again, since he said he didn't want to), but after seeing his response to this complaint and the fact that I was charged for a service I never agreed to, I'm appalledI will definitely not be returning to this salon at this point, let alone recommend it to others Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

To whom this may concern, On the 6th of October *** Eichelberger had come in for her appointment, Full Highlights starting at $90, at 10am, with the Stylist, Kiana. She came to her appointment on timeThey started to discuss the color service to see if a full highlight was
the right choice for herKiana told her that she personally would choose a balayage technique instead of doing a full set of highlights in foils*** asked for the price difference so Kiana told her that it would be about a $differenceFull highlights would cost $and the balayage would cost $She was shocked by the price and told Kiana that the website site read that a full head of highlights costs $Kiana told her that $was the starting priceThat it didn’t include toner or olaplex*** told Kiana that she no longer wanted to do the service and immediately asked if she was going to be charged for cancelling the appointmentKiana asked for me to come to the desk to assist her. As I approached I could see that *** *** was pretty distraught and slightly teary eyedShe proceeded to explain her previous experience of which she called to make an appointment for a cut and color on the 3rd of Oct at in which she spoke to Leah, another Stylist, but the color wasn't booked so she made another appointment for the fallowing Thursday. *** *** expressed that she was told that Woman's Haircuts were $and was booked with Aura and was charged $as her hair Woman'e cuts are $60, not including tax. Kiana asked her what we could do for her and she again stated that our website read that highlights were $90. I asked if she could explain so I could ensure that we prevent any misunderstandings in the future so I pulled up our website on our laptop and brought it to her because at the top of the list of Pricing it does read, "These are the starting prices as it varies per Stylist on skill level and experience." Her response was “Well I didn’t read the fine print” before I was able to say anythingWe tried to offer her other alternatives that would fit her budget, but she refused to have any services done at this pointWe asked if she wanted to do a partial highlight starting at $70, or we can do the full highlight for $but it will not include toner or olaplexShe still refusedI stated that we have a strict hour cancellation policyShe replied “I should have cancelled yesterday”She began to get emotional and said “You can charge me if you want” and left out of the salon. I was left speechless for a moment and I realized that her emotional state couldn't have been something to do with the customer service or the pricing so I set foot to speak with her outsideI called out for her, but she didn't respond initially so called out for her againShe turned slightly crying at this point and I asked her, " Are you all right? I don't think this really has anything to do with the pricing, does it? Is there something affecting you on a personally level?" She said there were quite a few things going on in her life that she didn't want to discussI told her I understood, but Kiana would be left without a service that took up her time and that there were other guests wanting to get in with her, but she wasn't available since she had *** *** booked for the allotted time and that it was also too short of a notice for Kiana to get anyone else inI also suggested, to *** Eichelberger, that if she needed to that she could perhaps drive around the block and to get her mind clear and simply come back to continue and complete the services that she had booked. *** *** continued to express that she would not and that she had other things to deal withI replied that because of things going on in her personal life that she was now affecting Kiana's life, her income as she works on commissionI even offered that if she needed to talk that I would be willing to talk with her on a personal levelWe genuinely care for people and at best, as Stylists, we tend to be therapist, per se.All in all, although she did show up and deciding that she was not getting service is still canceling the appointment at the time of the appointment.We do have an email and a text message that informs guests that if they do not show and change their appointment that they may be charged up to full amount of the missed service/services. We do understand that things happen in life like getting sick, baby sitter fell through or cars breaking downThese are situations that are out of our control and with our understanding we are more than happy to work with our guests to reschedule.We hold ourselves to the highest expectationsIf a guest is not satisfied with our work we do what it take to correct the issueOur guest's time is valuable so that is why we are open days a week, but in retrospect our time is valuable as well and if we don't have a guest in our chair we don't get paid

Complaint: [redacted]
I am rejecting this response because:For multiple reasons. Firstly, I was charged the maximum amount for services I did not agree to or receive. I did not ask for toner or any extra products that Studio N apparently adds in addition to what is listed on their website. I was under the impression the maximum cost before tax and tip would be $90 for full highlights. If there are add ons, that should be clearly listed or conveyed. The only fine print they have is "These are the starting prices as it varies per Stylist on skill level and experience." In no way does that imply that toner or other products will be added to the price. What they are saying is the price is dependent on stylist and skill level alone. If a customer is going to be set up with a more experienced and expensive stylist, they should be told that. And they should definitely be told the cost of additional products instead of being blindsided by it. I've never been to a salon that works their pricing in this way. Every where I've gone before, their pricing is simple, to the point, and is accurate to what they list online. Also, when I was booked for the second appointment, I was told I could discuss whether I would get full or partial highlights, yet I was booked for full highlights anyway, and now subsequently charged for that.After I was told the real price of everything, I was in shock and wanted to leave. I was already trying to squeeze in this second appointment because they didn't properly book the first one and I was trying to get ready for a wedding. I was upset and becoming irritated by the lack of customer service and communication I received from this salon. I've been working in customer service for years and the experience was horrendous. I did at first tell the owner to charge me anyway, but after talking with him, he said he'd prefer not to charge me, so again, I was in shock to see $150.36 taken out of my bank account by them. I never got an email or text saying I was being charged.  Everyone has things they go through on a daily basis and I felt pressured by the owner to stay and talk to him which only made things worse. He walked after me when I left the salon (not even calling me by the correct name) and kept trying to pry into whatever personal things I had going on. I wasn't there to talk about my feelings. I was there to receive a service that this salon failed to deliver properly. There was a lot of miscommunication and misleading advertising on their end. Overall I got the impression that the owner means well but needs to learn a lot about running a business and providing good customer service. I was actually going to reach out to the owner and thank him for understanding why I left and for not charging me (again, since he said he didn't want to), but after seeing his response to this complaint and the fact that I was charged for a service I never agreed to, I'm appalled. I will definitely not be returning to this salon at this point, let alone recommend it to others.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]