I had a deeply upsetting experience at Calista Salon & Spa in West Chester, PA, on 9/4 and would…read moregive negative stars if I could.
My appointment was to cut a hair topper I had just purchased and also color my hair to match the topper color. It started with Karen, the stylist who cut the topper. She trimmed the length but did not do the layers I had requested. I let that go and moved on to color with Autumn. She noted the color of the topper which is a light brown with blonde highlights and my own hair which was a dark golden blonde. I clearly asked for just a light, neutral brown, with no red. Autumn reassured me multiple times, but I ended up with a very dark auburn color. She did not apologize, only suggested I come back the next day for a "correction" with Bridget.
At that appointment, both Karen, the front desk person, and Bridget initially told me not to worry and that a correction would be made. Bridget explained she'd color over with a deeper brown and add highlights using a protective treatment. However, after mentioning I assumed this would be complementary, she left to talk to her 'manager' Patti, and came back saying they would not correct my hair because it might cause damage. I offered to take full responsibility, but after over an hour of waiting, Bridget said she had other clients, it would take 6 hours(!) and nothing would be done.
I said I would not leave until speaking to the owner, Don, and finally was led to his basement office, where Karen (front desk), Bridget, and Patti stood by while Don confronted me. Instead of helping, Don berated me, blamed me for buying the topper, and then tried to bribe me into signing a waiver promising not to write a review in exchange for a refund on the cut. When I refused, he became hostile and intimidating. He said I would be sorry.
Shaking and in tears, I called Platinum Hair Salon in West Chester. Their team, including the owner Gabby, was kind, professional, and fixed the color to a medium neutral brown with highlights. Gabby even properly textured the topper. The entire process took less than two hours and did not damage my hair. They were all appalled at the treatment I received at Calista.
My experience at Calista was shocking. The lack of professionalism, accountability, and especially the threatening behavior from the owner left me shaken. I cannot recommend this business and would strongly caution others.
