ComplaintsforPaul Mitchell The School Roanoke

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/16/22 Hair done- Teacher was supposed 2 make sure it was Right she wasn't around when it was complete. My hair went from blonde to mainly brownwithbad places of orange(4 hours later) Tried to call them & speak 2 a Teacher was busy then phones cut off. Can't leave a message. Set up consultation 12/21/22 I was assured my hair would be fixed. Revisit on 1/5/23 different student 2 fix hair. This time I ended up brown/darker brown and orange. I told her I didn't like the orange &it's not highlighted. She sat me up another appt. 2 add blonde. I was told by 2 other salons appropriate $300 to fix this mess. I tried to call them again asking if I come back can a Teacher fix- No unless you go to their salon & pay them starting @ $250. She won't even let me talk to a teacher- always in a meeting. It's not just the $115 I wasted or the 9 hours or gas. My hair looks awful. I have to live with this or spend $300 to fix. That's not right. They shouldn't be allowed to treat people that was. The teachers are No help. They should make sure your hair is Right when done. They done. I did a review on their website & text message No response. Also ask them to call me- Never did. I have pictures for proof can show you where it charged my account My opinion A Teacher should fix my hair

  Business response

  02/13/2023

  The guest came for a total of 4 visits including a consultation.The first visit was on 12/09/22, the guest had a Haircut and the guest was happy with her service. The second visit was on 12/16/22, the guest requested highlight & lowlight. Lowlights are performed like a highlight application but using a dark color formula that is meant to add dark to the hair while still maintaining a highlighted/dimensional look. She received a highlight on the regrowth and lowlights throughout to add depth and dimension. A dark blonde formula was used for the lowlights (see the pictures before the service, and after pictures taken by the student on 12/16/22). The third visit on 12/21/2022 for a consultation for a refinement service. The guest said her hair was too dark from the lowlight service and wanted more highlights. The picture shown by the guest is actually darker than the after picture taken by the student leading me to believe that color was added to the hair after the service on 12/16/2022, as color does not get darker. It actually fades and gets lighter over time. The school did not add any darker color after 12/16/22.The fourth visit on 1/5/23 was performing the refinement discussed in the previous consultation resulting from the lowlight service from 12/21/22. The guest received a foil highlight adding more blonde/lightness. The guest requested for an educator/professional to do her hair. The educators/professionals are not allowed to do guest services at schools per regulation by multiple governing bodies. All guest services in schools are performed by students in training. The guest wanted someone more professional than a student so the Educator stayed with guest and student throughout the entire time of the service and the educator/professional led this service. At the end of the service the guest said she liked it. The guest was not charged a service fee however she was charged for additional product used since she changed her service from a lowlight to a highlight. The guest allowed the student to take pictures for her Instagram (attached). School has no record of the guest calling or of her being unsatisfied after the fourth service. It is our policy that the service desk informs us of any guest challenges and/or complaints so we can take care of the guest.

  Customer response

  02/14/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I did not add any color to my hair after the first hair appointment that is simply not true I came back in and they looked at it and said that the girl had bad places in it where she did not go all the way to the top of the root it also was not the color that I asked for as you can see in the picture I asked for blonde and brown they took all my blonde out of my hair the second time the girl did the same thing she did not put blonde and brown as you can tell by her picture it is not like the picture that I asked for and I did not say I liked it I told her I did not because she did not make it like the picture so I made another appointment because she wanted me to to put blonde in it I even have proof of the appointment and I have proof where I have called them multiple times and they have not returned my call and when I talk to the lady at the desk she says they're in a meeting every time I call them they cannot be in a meeting they do not return your call the point is they made my higher Brown and orange not blonde and brown they just don't want to own up to it and as far as the teacher he left he did not stay there the whole time he never seen what the end result look like I can guarantee face to face that little girl that finished my hair the second time will tell you I was not happy because she look like she was going to cry when I told her I did not like it I did say it looked better than the way they did the first time because I had an orange spot in a couple places that was bad I have attached pictures of what it was supposed to look like blonde and brown not brown and orange I have also attached where I made an appointment that very day that I told them I did not like it and they said I could come back again and they would add blonde they never had a blonde period I am very dissatisfied with what they did if you look at their picture they posted and sent to you it does not look anything like what I told them I wanted and if they were a reputable business they would call me back I have left the same complaint on their site they don't care and I tried to file this on my complaint with y'all and it sent and didn't let me type this so I'm going to try to call you later I have to work 8:00 to 4:30 at the jail I don't know why they would say I liked it when I had to book another appointment to try to get them to put blonde in my hair that's ridiculousThank you ******* ***** ************ 

  Business response

  03/07/2023

  We have spoken with her and will send her a refund.

  Customer response

  04/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I have received the refund. 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. ↩