It is unfortunately and heart breaking that I am writing this review. On July 24th, I had an…read moreappointment and paid a deposit for my stylist to order hair extensions. My extension appointment was scheduled for August 7th at 11:00 a.m.
On the evening of August 6th, I received a text from my stylist telling me that my extensions had not arrived. When I asked why, I was told by both my stylist and the "owner"/manager that there was an issue at the factory. I was then told my extensions would arrive by noon on Saturday. Saturday came, and I heard nothing. I reached out to both of them myself, only to find out that the extensions had, once again, not arrived.
At that point, I began asking what the backup plan was. It wasn't until I became more persistent with my questions that a backup plan was discussed. I also asked why, during the approximately two weeks since I paid my deposit, no one had noticed there was a problem with the order or contacted me sooner.
During this conversation, my stylist told me she had a lot going on and that my questions were taking time away from her family. As a longtime client who was simply trying to find out what happened to an order I had paid a deposit on, I found that response incredibly upsetting.
When I contacted the "owner"/manager, one of the responses I received was:
"What would you like to do about it? We don't have hair to put in your head yet. I wish this *factory* issue was in my control, but it's not. I'm happy to refund your deposit. That's not gonna get hair in your head though. Let me know if you have any ideas."
My concern was that developing a Plan B for a service the salon had scheduled should not have been my responsibility.
My stylist later mentioned that my extensions had been overnighted. That made me question the explanation I had been given about a factory issue. I brought that concern to the "owner"/manager and said I was beginning to feel that perhaps the extensions had simply not been ordered when they were supposed to be. I was assured that was not what happened.
So I did my own research.
I located the company representative/distributor through which the products are purchased and contacted them myself. According to the information I received, there was no factory issue causing this delay. I was told my extensions were ordered on August 7th--the actual day of my scheduled installation appointment.
That is ultimately what upset me the most.
Mistakes happen. Had someone simply said, "We forgot to order your hair. We are incredibly sorry, and here is what we are going to do to fix it," I would have been disappointed and probably annoyed, but I could have respected the honesty.
Instead, I feel I was repeatedly given an explanation that did not match the information I later obtained myself.
The extensions eventually arrived at Zee's. At that point, because my trust had been damaged, I asked if I could purchase the hair and take it to another salon for installation. They refused.
I also learned that the price Zee's was charging me for these particular extensions was approximately $150 more than the price I was quoted elsewhere( exact same hair/ brand etc ) I wish I had researched and compared pricing beforehand, and I would encourage anyone considering extensions--or any expensive salon service--to do the same.
What makes this situation especially painful is that this was not simply a salon I had visited a few times. I had been a client for 15 years. I considered these people friends. The "owner"/manager herself referred to me as a friend during these conversations. She attended my wedding, has watched my child grow up, and over the years our conversations went far beyond hair.
I asked for an apology. I received silence.
I even offered to resolve the situation privately and move on if they would allow me to purchase the extensions and have them installed elsewhere. They still refused.
I will also acknowledge my own part: as this situation continued and I felt I was not getting truthful answers, there were times when I became frustrated and my messages were not as nice as they could have been. I own that. But I was asking questions because I had paid a deposit, had an appointment scheduled, and the explanations I was receiving were not adding up.
I have retained the texts, screenshots, dates, and other documentation related to this experience.
After 15 years of loyalty, I never imagined I would be writing this review. The original mistake--forgetting to place an order--would have been forgivable to me. The lack of honesty, the way my questions were handled, and ultimately receiving no apology are what ended a 15-year relationship with this salon.
If this is how a longtime client and someone they considered a "friend" can be treated when something goes wrong, I think prospective clients deserve to know about my experience.
What a disappointment.
