ComplaintsforBennett's Beauty Bar

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to their salon asking for a color change balyage to my middle to ends of hair. Newly (unsure if licensed) there employee dyed entire head yellow. During the process, he called me a hick referring to thinking I'm a "country girl". My hair is fried. I contacted the owner and it was pulling teeth to have it "fixed". She pulled my roots down and tried to adjust the color. While there, another stylist openly said she would never ha e used the toner he did and he was never trained on the conditioning treatment he did. I was charged $140. My hair is still fried. They offered me simply a free haircut in the future instead of trying to correct my hair further, saying my ends were damaged already. However, the stylist told me numerous times how impressed he was at my healthy, growing, thick hair. No refund was given and he "accidentally" hit no for a receipt on the card reader.

  Business response

  05/09/2022

  The client came in for a balayage appointment and showed our stylist inspiration pictures. It was explained to her that in order to get her to the level and tone of the picture, she would need multiple sessions of lightening her hair. When lightening, dark hair goes through phases of red, orange and lastly yellow before finally reaching a white blonde. Because her hair was dry from a previous lightening service at a previous salon, in order to keep her hair as healthy as possible, our stylist used a treatment, called K18, during the process, that repairs hair as it lightens, and chose not to continue lightening her hair past the yellow phase to avoid damage. She contacted me on April 21st at 7:51PM voicing her concerns. I messaged her back at 8:45PM on April 21st apologizing that she was unhappy and offering her an appointment on April 23rd at 9:00AM to have her concerns rectified. She responded back to my message on April 22nd at 6:41AM and stated “The color isn’t what bothers me- it’s the fact that its extremely closer to my roots than what I explained to him.

  I was okay with it needing 2 sessions to get to the specific color. We did talk about that. I never expected the entire top of my head to be this color. We talked about the darkness leading down to it, as well. I work 13 hr shifts and will be on this weekend. I’m off today and the Monday-Thursday if there’s any possibility of being squeezed in then.” I explained the stylist would be reaching out to get her back in and assured her that making her roots darker would be an easy fix. She then messaged again asking for another stylist to fix it that afternoon and I offered to meet her at the salon for noon. I darkened her roots as requested and applied an additional toner and conditioning treatment at no cost to her. I asked her before leaving the salon if she was happy with the outcome and she expressed she was. I then reached out again to make sure she was still happy after leaving the salon and getting home. She stated, “Hi I absolutely do. I don’t know how you managed to save it the way you did. It looks natural and healthy now. I’m completely comfortable.” After fixing her concerns and confirming she was happy with the results, she never requested a refund. She did however continue on to express concern for the ends of her hair breaking to which I offered her a complimentary haircut if she did end up having issues. After being pressed further, I told her we could offer her a conditioning treatment and haircut, as well as offering her a consultation to discuss further treatment in salon and at home to improve the health of her hair. 
  
  Please refer to the attached screenshotted conversations with the client to verify quotes in this statement. Also attached is a picture of the clients hair prior to any services or treatments done at Bennett’s Beauty Bar.
  
  
  
  
  

  
  

  Customer response

  05/11/2022

  Please see the attached images publicly from their Facebook of my hair. The image she claims to be from this past visit is from January. It is a before and after from this stylist. This image was not from thr visit I filed about. The stylist also told me numerous times how "healthy" my hair was during my recent visit, stating over and over that he "couldn't believe it" and was "impressed". Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ****** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩