Trine's Nail Creations

Complaint: [redacted] I am rejecting this response because: There was never any discussion of hair care. And that part doesn't matter. She deleted the post on facebook where she insisted I come in and that they can do dreamcatchers hair extensions. She now of course knows otherwise s as I pointed it out to her along with another of her stylists. She now clearly states they have a 3 day warranty. Well I came in the very next day. Which she is now saying I didn't. Her first reply clearly confirms I was there Sunday. And I will point out again. All Cassidy had to do was lower the beads away from my scalp. An hour process and we would not be having this issue today. It is very simple process. And should of been done as I had asked. But the service was denied. So now that there is a 'warranty' in play. I am pulling on that warranty and a service that I asked to be done on my hair the day after was not provided as I requested. There is no fault on my part. I did what I was supposed to do. I came back with a problem the very next day. Not a week not even 3 days.. The very next day. I was denied services to fix the issue. My only option was to pull them out. She can deny this to the very end. It was a simple thing that Cassidy could have done. I will again point out since this seems to be her focus, not the fact that I did come back to have them fixed. But instead the day of having them put in. I didn't feel any pain from the process. I will again say I do not have a tender head. It wasn't until I put pressure on the beads trying to get them to lay flat against my head that it was a problem. No you wont see any sticking out of my head.. WHY? because my hair covers them and the beads are the same color. Had that been a problem I would of said something then. They are micro beads. I have thick hair. My hair covers them. I would have to have very very short hair for the beads to be seen through my hair. Again there was no foreseen problem that day. I tried to have them fixed. I gave them a chance. I walked in on Sunday asked Cassidy to lower the beads. I was denied the service. I did my part, I tried to get them fixed. Now she says there was a warranty which I was denied the use of. She can keep adding fluff and things that don't matter to detour the actual problem. I came in with in this now 3 day warranty asked to have them fixed. I was denied services and had to remove the extensions. It doesn't matter by whom either. As I am not saying my hair was damaged. Because it wasn't damaged from the removal. I want my money back for not receiving the services I requested. I can't think of any more ways I can say it. I went back for assistance with an issue and was denied services. They would not fix the problem. I was sent away and told to come back in 3 or 4 days.. which by Trine's own words would of been past their new warranty. If you have a problem with a product and you take it back to lets say [redacted] ***, they don't send you away and say come back in 3 or 4 days. They attend to that problem right away. I was sent away as if my problem was not worthy of her time. Can I now say I called in on this warranty (which I knew nothing about)? I came in the next day. I can't add much more than I tried to fix the problem, I was just denied the service. I did my part, even under this new warranty. I went back with a problem to be fixed. So Cassidy knew there was an issue. Even texted me later to see if it was any better. Clearly I did my part. They knew of my situation, Cassidy knew I was in pain and did not take steps to solve my problem. I gave them the chance. I just couldn't make them do it. I did what I was supposed to do. I went in with a problem that Cassidy could of fixed. I didn't come in about color or hair care or even the length. I came in requesting them to be lowered away from my scalp. A simple solution would of been to lower them away from my head. A process that would of taken an hour. I would of walked away with a pain free head that I could of actually slept on. Beads that would of moved naturally like my natural hair does. I was denied. Its pretty simple. I tried they refused. I don't know what more they expected me to do. Or anyone for that matter. You can't do much more than come back the next day (in tears from the pain) and ask for the problem to be fixed. 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]

I understand Mrs*** is frustrated and upset; but no one here has lied to her! No one in this salon ever said they were Dreamcatcher CertifiedWhen Mrs*** came into the salon and asked, I as the business owner, informed her that we were not certified but had planned to eventually put the stylists through the training to be able to offer those types of extensionsWe advised her multiple times we did not offer that type as we did not have a certified stylist for those types of extensionsWhen asked about the haircut; after extensions were placed in; she refused it and said she wanted her length and would come back in later if need beClient expressed nothing but happiness throughout whole service; as you’ll see with the letters I have attached from clients that were present that day and employeesI have also attached pictures of Client *** ***’s hair and other client’s extensions; you can plainly see that there are no beads sticking outI have also included letters from other extension clients and what their experience was with the same stylist and salonMrs*** never came in and even tried to ask for a refund; had she done so within the guarantee period offered, I would have discussed with her and offered a refund of sortsClient pulled out her own extensions and did not follow any advice given by Hair stylist; therefore, when things are taken into your own hands, you cannot hold us liableNo Prices were discussed in front of any of the clients; as the salon was full and very noisy; all stylists were busy with their clientsThe aftercare was discussed as it is discussed with all clients for every service; whether it be nail, hair, pedicures, etc.! Had Mrs*** truly shown distress, I would have stopped the service and not charged the client at allI pride myself in being very unique to any other salon in my city! Being that her partner pulled out the hair himself and she did not give the opportunity to help her; we cannot guarantee our work, because the client did not allow us to guaranteeIf you pull out your extensions, you forfeit guarantee and refund; as is our policyTherefore, I still will not offer a refund and have submitted all this same information to the banks dispute; we completed services and used product on Mrs*** that we cannot have back. She removed the hair and altered them on her own and that clearly goes against our policies for guarantee and refundShe never once asked me for a refund in person or on the phone; and she did have a 3-day period to return and want them removed and a refund then would have been possible Respectfully Submitted, Trine ***

Mrs*** *** came into my salon on October 11, for a consultation for extensionsShe stated she wanted long hair; we explained the process to her and all the aftercare instructions as wellStylist Cassidy discussed with the client what she would feel after the extensions were placed;
how itching would mildly occur and her scalp would feel very tender; almost like your hair had been in braidsThat soreness would be there for about to 3 days and then it would go awayClient *** was also informed about the aftercare procedures; which were putting your hair in a braid at to sleep, not washing your hair for hours and that if she felt too bad she could come in for a looseningClients extensions were placed on October 21, 2017; Client was so happy that day and was asked multiple times how she was feelingShe let other salon clients play with her hair and touch and run their fingers through it, so they could see how it felt; she had no complaints at all about soreness or pain; and only stated how happy she wasWhen asked how much she wanted to trim off; client *** stated "I don't want it cut; Ill wait and see how this works and if I need to Ill come back for a haircut"! Client stated she had anxiety issues and was informed that if they bothered her, she could come back within days and we would loosen them or take them out; as well as being informed of aftercare procedures againShe was informed not to pull them out herself as doing so would damage her hair and scalp and that taking them out should only be done by a professional as we can safely do that.Client left the salon very happy paying the following $hair installation fee, $color for extensions and her personal hair, $for her daughters fill/pedicure, $(wholesale price) for packages of hair, and $tip for stylists; totaling $567.29! Client was not charged retail price for hair and was only charged for packagesClient was given a color discount and not charged full price for colorWe did so because client had been coming here for services on a regular basisOn October 22, client called in the early morning to state she had pain in her scalp and wanted them loosened; she was advised to come in and she did arrive in the early afternoon that same dayTalking to Stylist Cassidy, she was informed that we would loosen them and advised that loosening them could cause them to get loose enough to fall outShe was also informed that if she pulled them out on her own, this would forfeit any refund or guarantee the salon offeredOctober 24, Stylist Cassidy called and messaged ***, to see how she was doing; and she stated she had pulled them out, her and her husbandStill she did not ask for a refund Client *** was not overcharged and was given instructions that were not followed in the care of her new hairTherefore, upon consulting with my attorney; I do not feel a refund is warranted in this matterAs we were not given the right opportunity to help her and matters were taken into her own hands Sincerely Submitted, Trine L***

Complaint: [redacted]
I am rejecting this response because:
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]Its a lot of lies. They assume I have not had this procedure done before and I have. There was no talk of aftercare. When I walked in for the first time in OCT I let Trine know I was the one on her business facebook page that was asking if they did Dream Catcher hair extensions and she insisted they were certified to do them. I asked who was certified and who went thru the training. She still insisted that they can do them. Someone else pointed out that NO one at the saloon was certified to do them. (This should of been my first warning) Post was then removed.  I went in to get my nails done (as I was looking for a new nail tech). Was sat down with a very friendly but very new tech. Who did my nails to long and because of that I had to schedule another appt a week later to have them shortened.  But anyway while my daughter was getting her feet done. I asked if anyone could do extensions. Cassidy pipped up with "I can, I have done it several times".  I was never asked what kind of extension. So I pointed out I'm looking for micro bead and about shoulder length. She said she could do it. No problem she has done her friends many times.  (another clue) Decided I'd give it a shot here why not. The other place in town does Dream Catchers was busy.  So I scheduled the apt.  There was no after care or before care talk. Then when I come in for my appt Trine (saloon owner and nail tech only) is so excited about paying only 64 dollars for my hair. And its great she yells from the other side of the store.  I pick out 6r, and Cassidy comes back with 6r and 6rr mixed (which makes it really hard to color match again since it is a mix of 2 colors). Dyes my hair, leaving the dye on my head for an hour and same with my extensions. Now I know dye doesn't work after an 45 minutes. So I couldn't understand the reason to leave it on for so long.  She dries my hair with a blow dryer and my extensions. Then puts Monet oil on my hair and the extensions.. This should of been the point I stopped her and walked out. But my daughter was coming in later for a petty and fill so I hoped it wouldn't effect the hair. Because oil on hair before extensions can cause the extensions to prematurely fall out. So you do NOT ever put conditioner or oil anywhere near the microbeads or the hair to be done.  So the process finely starts after about 2 hours of waiting.  I'm  by no means a tender headed person.  I've raised 2 girls and have 2 nieces that would do my hair so often.  So pulling my hair or braids or curlers have never bothered me. My previous extensions didn't bother me. The set I had put in 2 weeks later didn't cause me problems. So there was some tightness to the scalp like a braid. Thats standard discomfort and usually goes away in 2 weeks. Not 2 days. Your hair doesn't grow out enough to make a difference in 2 days.  She did ask if I had any pain. I did not. It was not painful. Just the normal tightness. She continued and the other employee's including Trine came by and watched and commented how neat the process was. And how they had not seen it done before. Trine also mentioned having another appt booked for the next week. Finally Cassidy is done. She says she can try to layer it if I'd like. When she said "try" I said no I'll see how it looks later. ( I have a very good stylistist that I adore who could do the job since Cassidy clearly didn't want to style the hair) Trine did come up behind me and did not ask and ran her fingers thru the hair and commented "You can't really tell its beads to much". That didn't hurt as there was no pressure placed against my head.  The problem is the fact she put them so close to my scalp they did not lay flat. They stuck out they had zero give to move freely.  Extensions are supposed to move with the natural flow of hair. If they can not move its like 150 hands pulling out your hair slowly as you put any type of pressure on your head.  They did not move. So when I tried to put my head on the headrest of my car, I was pulling out strands of hair as the microbeads fought to lay flat against my head.  I waited on my daughter to finish her nails and peti. There was zero talk of aftercare. She did not say anything about not having a none certified person remove the extensions. There wasn't even any talk about what type of shampoo or not to put conditioner no more than half way up the hair.  No mention of not washing my hair for 72 hours. No one said a word about braiding the hair either. These girls were in a hurry to get out of the saloon for a zombie walk that was going on at the downtown mall. As soon as Cassidy was done with me. She put an employee in her chair to do zombie makeup on.At the checkout, I did not tip 112 dollars.. I tipped 25 dollars. I was not offered a receipt either but was asked to confirm my phone number for Monet products when they come in.  I paid 62 dollars for all 4 packages of hair. Trine was bragging about how cheap it was. That she paid only 64 dollars and she didn't want me to pay taxes on the hair since she had already done that (which is odd she paid taxes.. she should of used per business to get them tax free....) So yes I paid for all 4 packages and only walked out with 2 in my head. While the other 2 were passed around the shop for the other techs to look at. So because the saloon was closing there was no way I could go back that day to have my hair fixed. I walked out at around 2:30 and they closed at 3 for the zombie walk.  But since they were closing early they were opening at Noon Sunday. So I called in shortly after noon to have Cassidy lower the beads. Which Kat said was no problem come on it.  It was not done. I walked out in tears and in pain. Not a discomfort but pain.  Cassidy texted me a couple days later. She never called. Kat called when her Monet products came in. But as I told her. I was shocked she called me because of the issues with the extensions. "Oh I had no idea" and I hung up. I have phone records as proof and the one single txt message from Cassidy.  I have since found out, that Cassidy just passed her examine a month prior to doing my hair. So the "I have done it many times". Turns out to be false. Friends don't count as paid experience. I was lead to think this girl knew what she was doing. Only to be a victim of a big fat lie. Trine doesn't do hair so she can not speak of the process. She is a nail tech only. Cassidy needs more training. I have a picture that was posted on facebook of her installing extensions on the girl who came in after me. And you can clearly see the beads are so tight against the scalp the 'fake' hair is sticking straight out.  This was a horrible experience. I tried to have it remedied and it was not. Instead I was insulted by talk of giving it a few days the hair will grow out. It would of taken weeks not days. And the pain I was in I could not wait. I was not willing to sleep sitting up or on my face another night. No amount of braiding would of helped. As my head was so tender I used a sleeping cap instead of adding more pulling to my already very painful head.   My head was tender and swollen and bruised on the right side. My partner had to take it very slow to remove each extension from my head because hair was looped from one bead to the next and sometimes 3 times. Its not a process that requires any certified person to remove. Its opening a bead and sliding it off the natural hair. My partner did not damage my hair. My hair was just fine. It took 2 weeks for my scalp to recover before I had new extensions put in my hair. Which went amazingly.  So again my hair was not damaged from the removal of the beads. But my scalp hurt like crazy for several days. Even to wash it was a very painful process.  I have never fought to get my money back on a service before. I've always chalked it up as bad luck. But this time, no its not my fault. I paid good money to have this done and I couldn't even enjoy them for 24 hours.. I couldn't even go see my actual hair stylist to make the hair look pretty and natural and less like a mullet from the 80's.  If I had the hair in for a week sure I'd eat the cost.. But it wasn't even a full day.. The hair was out of my head less than 24 hours later. Who pays this kind of money and just pulls it out the next day? It was not done right and I was in so much pain. They just didn't want to fix it.  Cassidy doesn't understand the difference between pain and discomfort. I was in PAIN. It hurt so much worse than a braid.  All she had to do was say "sure come on back let me see what I can do". Instead I get "Wait it out for 2 or 3 days, the hair has to grow" "If I loosen them they will all just fall out" "Did you braid your hair". In return my reply were. "It hurts to bad to wait, I need them loosened" "No I did not braid it, it hurts to bad, look they are sticking straight out of my head,so I used a cap". And it was at this point I just walked out in tears. Got in the car and my partner said "So I'm taking them out" To fix the problem all she had to do was lower the beads away from my scalp. It would of taken an hour and I would of walked away with my extensions in.  She didn't need to 'loosen' them. Just slide them down so they could move freely and not be up against my scalp.  Its was a very simple process. And it wouldn't of caused them to fall out faster. You just slide the bead down the hair shaft and re-tighten the bead.  Its the same process when the hair grows out. You loosen the bead and slide it up and re clamp it.  I just wish she would of done it. We wouldn't be having this issue. Had she just done it when I came back in the VERY NEXT DAY.

Complaint: [redacted]
I am rejecting this response because: There was never any discussion of hair care. And that part doesn't matter. She deleted the post on facebook where she insisted I come in and that they can do dreamcatchers hair extensions. She now of course knows otherwise s as I pointed it out to her along with another of her stylists. She now clearly states they have a 3 day warranty. Well I came in the very next day. Which she is now saying I didn't. Her first reply clearly confirms I was there Sunday. And I will point out again. All Cassidy had to do was lower the beads away from my scalp. An hour process and we would not be having this issue today. It is very simple process. And should of been done as I had asked. But the service was denied. So now that there is a 'warranty' in play. I am pulling on that warranty and a service that I asked to be done on my hair the day after was not provided as I requested.  There is no fault on my part. I did what I was supposed to do. I came back with a problem the very next day. Not a week not even 3 days.. The very next day. I was denied services to fix the issue. My only option was to pull them out.  She can deny this to the very end. It was a simple thing that Cassidy could have done.  I will again point out since this seems to be her focus, not the fact that I did come back to have them fixed. But instead the day of having them put in. I didn't feel any pain from the process. I will again say I do not have a tender head. It wasn't until I put pressure on the beads trying to get them to lay flat against my head that it was a problem.  No you wont see any sticking out of my head.. WHY? because my hair covers them and the beads are the same color. Had that been a problem I would of said something then. They are micro beads. I have thick hair. My hair covers them. I would have to have very very short hair for the beads to be seen through my hair. Again there was no foreseen problem that day. I tried to have them fixed. I gave them a chance. I walked in on Sunday asked Cassidy to lower the beads. I was denied the service. I did my part, I tried to get them fixed. Now she says there was a warranty which I was denied the use of.  She can keep adding fluff and things that don't matter to detour the actual problem. I came in with in this now 3 day warranty asked to have them fixed. I was denied services and had to remove the extensions. It doesn't matter by whom either. As I am not saying my hair was damaged. Because it wasn't damaged from the removal.  I want my money back for not receiving the services I requested.  I can't think of any more ways I can say it. I went back for assistance with an issue and was denied services. They would not fix the problem. I was sent away and told to come back in 3 or 4 days.. which by Trine's own words would of been past their new warranty.  If you have a problem with a product and you take it back to lets say [redacted], they don't send you away and say come back in 3 or 4 days. They attend to that problem right away. I was sent away as if my problem was not worthy of her time. Can I  now say I called in on this warranty (which I knew nothing about)? I came in the next day. I can't add much more than I tried to fix the problem, I was just denied the service.  I did my part, even under this new warranty. I went back with a problem to be fixed. So Cassidy knew there was an issue. Even texted me later to see if it was any better.  Clearly I did my part. They knew of my situation, Cassidy knew I was in pain and did not take steps to solve my problem. I gave them the chance. I just couldn't make them do it. I did what I was supposed to do. I went in with a problem that Cassidy could of fixed. I didn't come in about color or hair care or even the length. I came in requesting them to be lowered away from my scalp. A simple solution would of been to lower them away from my head. A process that would of taken an hour. I would of walked away with a pain free head that I could of actually slept on. Beads that would of moved naturally like my natural hair does. I was denied. Its pretty simple. I tried they refused.  I don't know what more they expected me to do. Or anyone for that matter.  You can't do much more than come back the next day (in tears from the pain) and ask for the problem to be fixed. 
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]