Update 9/22: I've been made aware of a conflict of interest, which is my stylist being the owner's 18 year old daughter, who's only been licensed for 9 months now. Due to the bias at play, I won't be discussing this further with the owner, and I'll be disputing the full amount with my bank.
Update 9/21: I've asked for the CEO's contact info, who is currently listed as Matdaven Knight on their website. I've messaged him on messenger, no response. The reply back I received had no email signature to confirm who I was actually speaking to. I have asked for a refund again. To the owner: Please confirm by today's end, Sept 21st, whether my request will be honored or not. Thank you.
For context, I have afro-textured hair that is just between my shoulder blades. I received a poor quality service from this salon, and here is what I sent to the owner the same evening:
"Hello,
I'm writing to you about a service I received for a brazilian blowout with [stylist] at 2pm on Thursday 9/19. The quality of the service was not up to standard at all. Looking at the photos attached [in the email], no one would be able to guess what I had done to my hair other than a blow dry.
My roots were puffy all-over my scalp with a couple of sections still damp after the ironing was complete. I didn't realize my hair was still wet until I was halfway home and ran my fingers through it. I did hear sizzling from the iron at times, but assumed it was the heat protectant reacting to the heat. I don't understand why my stylist didn't speak up to let me know she missed some spots. I wouldn't have been angry had she been honest. I am angry that she continued to iron my hair while purposely avoiding the roots that she knew were damp.
By the time I saw how the style was turning out, she was on my last handful of hair. I didn't see the store owner [stated she was there until 630p in her response] when we approached the counter, and I didn't feel like arguing over not paying for a service that wasn't delivered. I felt defeated and embarrassed, and paid my invoice so I could leave as soon as possible before crying. Paying $175 for a service this unsatisfactory is unacceptable to me, and I am seeking a full refund."
The owner has offered to redo my hair, but has only commented on:
- the fact that I have "a lot of hair"
- the stylist possibly not ironing my hair in smaller sections
- offering to forward me information on brazilian blowout treatment "expectations"
I told the owner I would only return for a redo on my hair on the condition that she can guarantee she can style my hair to a silky finish, and I provided photo references of my hair (no chemicals besides being color-treated) straightened to my preference at previous salons. Otherwise, I'll be pursuing the refund. I have gotten a non-committal response, including that she will be "very busy" all day today and tomorrow (9/20 and 9/21), which is conveniently before the shop closes for 3 days following the 21st. I have not heard back from her since 7:52am on 9/20.
As for my communication with with the stylist during the appointment, I did make certain things clear:
1- I wanted the treatment to manage my frizz for when my hair is in its natural/ curly state.
2- when she asked how I wanted my hair styled, I specifically asked for it to be straightened like a silk press.
I'm still frustrated by the lack of accountability for being paired with a stylist who demonstrated a lack of thoroughness with my hair, and a lack of communication. I am also put off by the implication that my "expectations" for the brazilian blowout service were unrealistic or not researched. The issue wasn't the treatment, the benefits of which I haven't seen yet because I haven't reverted my hair. The issue was the lack of thoroughness when styling my hair.
I am still extremely apprehensive about letting this salon handle my hair again considering everything, but I am willing to give one more chance based on the condition I provided to the owner. I hope to get a definitive response before the 3 day closure. read more