Extremely Disappointed - Poor Service and Horrible Experience
I came to Saulino Smith Salon for a keratin treatment after doing thorough research and even having a pour initial consultation with one of their stylists. Right away, I was told that a keratin treatment and a Brazilian blowout are "exactly the same" -- which is simply not true. Thankfully, I was informed and know the difference. When I pushed back, the stylist admitted she didn't know how to perform a keratin treatment and was trying to redirect me toward a Brazilian blowout instead because that was the only product she had and was familiar with. This was misleading and unprofessional.
Fortunately, I was passed to another stylist who did perform the keratin treatment. However, the treatment failed almost immediately -- by my second wash, my hair was back to being frizzy and curly, with zero lasting effect. When I contacted the stylist, she initially told me to try using a leave-in product and advised that should fix the issue. I followed her advice and ordered exactly what she recommended, but as I suspected, it didn't help. Still no results.
Eventually, after multiple weeks of waiting she said she would redo the treatment -- only to come back two weeks later (after not responding to me that entire time) saying she would charge me for half the service again. This was after I had already paid for a treatment that clearly didn't work the first time. I contacted the salon directly, hoping to speak with the owner. After leaving my contact information, I received NO call back. I had to follow up several times to get a response. When I finally heard back it was with the receptionist, not the owner or manager, and was met with rude, belittling and unprofessional responses when I expressed I was unhappy with my experience and their lack of willingness to make it right. It's very unfortunate that the owner and manager were unwilling to speak with me directly, and used the receptionist as an unprofessional messenger.
I spent hours in the salon, only to pay for a service that failed immediately, and the salon has done nothing to take accountability or try to resolve it. What could have been a simple mistake with an easy resolution, has left me with an incredibly bad taste and extremely frustrated. I've never encountered a salon that has refused to take any accountability, stand by their work or correct a service that a stylist performed without results. They were not interested in providing any type of resolution. In my experience, a good salon wants to ensure customers are happy and satisfied. This salon has terrible customer service and clearly doesn't have any interest in building trust to encourage long term client relationships. Saulino Smith, the stylists and owner would rather wipe their hands of the situation and double charge to correct a bad service with NO results.
Good luck if you have a problem with a service you get there. Unresponsive, unprofessional, and deeply disappointing. I would absolutely not recommend this salon. Stay far away! read more