I booked an all-over color to touch up my roots and a trim with Mary. I've had the same copper hair color for over five years, and all I asked for was a simple root touch-up with an all-over color that was a slightly more vibrant copper tone for the summer. The only reason I booked here instead of with my regular stylist was because she didn't have any appointments available before two events I'd been looking forward to all summer.
Instead, I left with severely overprocessed "hot roots" that were patchy--bright orange in some spots, still brown in others--while the rest of my hair looked barely touched. Under the salon lighting, with my hair styled, I couldn't fully see the damage. Once I got home, washed, and dried my hair, the uneven color became obvious. I also realized my curtain bangs had been cut unevenly.
As a student, this appointment was a splurge, so I called the next morning to see if someone could fix it. The stylist who squeezed me in was kind, understanding, and genuinely tried to help. Unfortunately, because she had to leave to pick up her son from summer camp, she wasn't able to fully blow-dry my hair before I left. Once I got home and saw my hair completely dry, I realized the correction hadn't worked. The top half of my hair was now a completely different color than the bottom, and the patchiness was still there--just a darker shade of red.
When I called again to request a refund, I explained that I no longer felt comfortable having anyone at the salon work on my hair. The owner, Ben, insisted that I come back to the salon so he could see the results in person before considering a refund, so I did. I made it clear that I was only there to show him the results, not to have anyone else touch my hair.
During that conversation, Ben repeatedly claimed that Mary had told me from the beginning that achieving my desired color would be "a process." That simply isn't true. The only time Mary and I discussed something being "a process" was during a completely separate conversation about possibly adding pink underneath my hair in the future. At no point did she ever tell me that touching up the same copper color I've maintained for over five years would require multiple appointments. If she had, I would have declined the service.
What disappointed me most was how the situation was handled. Rather than acknowledging the poor results or working toward a fair resolution, Ben continued insisting that I had been told something I wasn't. After returning twice to give the salon the opportunity to see and address the issues, I left feeling dismissed and as though my honesty was being questioned.
I chose this salon because I'd had a good haircut here before and thought a simple root touch-up would be straightforward. Instead, I left with damaged, uneven color, an uneven haircut, and a very disappointing customer service experience. I won't be returning, and I cannot recommend this salon. read more