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I brought a picture of a desired hair style, midnight black blue color with dark navy blue highlights (pictured below). Apprentice (working under Mallory Evans), and Mallory Evans (licensed professional/owner) chose to do a double process service. They explained they were going to first lighten my hair and then apply temporary Blue POP XG and temporary Midnight Blue POP XG. Mallory Evans was only present for initial consultation. After the first process/lightening process was complete the lightened hair was more of a yellow blonde color rather than the needed white. Mallory was not present to see results of lightened process. Apprentice began second process where she added the blue colors. After services were completed my hair was more teal rather than blue. It was not what I asked for but at the time I liked it. One week later, 2 hair washes later, my hair was green and greenish yellow. I call the salon and make an appointment for 2 weeks after initial appointment. Mallory and apprentice explained they are going to do the same process again but only do temporary Midnight Blue POP instead of temporary Midnight Blue POP and temporary Blue POP. I shared that both of the colors have faded to green and I do not want the same service because I do not like the green hair. I asked that they dye my hair a permanent midnight black blue color to cover the green. Considering, in one week of my hair turning green, and me simply asking that they fix my hair, I assumed I would be receiving a service free of charge. The owners charged me $95 to cover up the green hair and my initial service 2 weeks prior I was charged $200. I first called and explained I should not have been charged for a service that was to fix the first service provided to me. Mallory said I came in asking for a different service and therefore that is why she charged me. I shared I only returned to the salon because I had green hair due to the first service and I would not ask for the same service that turned my hair green. I explained my 2nd visit, all over midnight black blue color, looks more like the original picture that I shared on my first visit then the double process with POP blue color. I explained I never asked for a specific service, I showed a picture and trusted the professionals to decide services to reach the requested look. I reminded the owner on my initial visit I reiterated I did not want a bright blue I wanted a dark black blue or navy blue and they still chose to alternate the Blue POP in with the midnight Blue POP. After looking online at pricing I see that I was charged an extra $30 on the initial visit. Total charges should have been $170 and I was charged $200. I called and spoke with Drew Evans (co-owner, works front desk) and asked if they accidentally charged me the funds and if so I would like the money refunded. Drew explained that I received a complimentary hair treatment, complimentary shampoo and conditioner, 2 highlights of $100, 2 pop color charges of $20, and 2 color re-mix bowls of $50, which totals $170. I clarified that my total services were $170 which he said yes but I received "$55 in free services". I asked that the additional $30 be refunded and he began saying since I received a complimentary hair treatment and complimentary shampoo and conditioner that I will not get the money refunded to me. I reminded Drew that when checking out I only asked how much the shampoo and conditioner was and he immediately said "it's going to be complimentary today". I received $170 in services and was charged/paid $200. The owner essentially forced me into buying the shampoo and conditioner for $30, telling me in was "complimentary", while fraudulently telling me my total "service charges" were $200. Drew told me if I returned the used "complimentary" shampoo and conditioner to the salon then he would refund me the $30. I again clarified with him that he told me the products were complimentary. He then stated I "got a great deal only paying $30 for the 2 products that were $23 and $22". I discussed never agreeing to buy the products and he continued to be argumentative saying I had to return the products to be refunded the overcharge. During further conversation Drew explained during my initial visit, after the first double process, when my hair was supposed to lighten to white to hold the blue, that it only turned a yellow blonde and therefore that is why my hair turned green. Drew stated because they "knew of my $200 budget restraint they did not re-process my hair to get it to the desired white to hold the dark blue color". I explained Mallory (licensed professional) was not around to have that conversation with me and that would not be their decision/call to make. If they knew my hair would not turn the desired navy blue, it should have been communicated to me, but the apprentice was left alone. Mallory was also not there to have a maintenance care conversation. read more
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84 W Lake Rd
Ste 112
Hardy, VA 24101
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(540) 719-4247
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http://mavenatthelake.com
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