Do you consider this unacceptable customer service at a hair salon?

Question

I visited Octagon Hair Salon in Gurnee, Illinois, to treat my mother for Mother's Day last year and had quite a bad experience.  My mother is all gray, but dyes her hair black.  For a change, she wanted to lighten her hair color.  We clearly explained to the hair stylist, whom I'd been visiting for years (and she, therefore, knew me well), what results we wanted.  Upon going about her procedures, the stylist noticed she was not obtaining the results she expected.  She'd wash my mother's hair and say, "I don't like it," and would try another procedure.  My mother and I were very patient as we wound up at the salon for hours - as a matter of fact - we were the last clients to leave.  The stylist tried 2 - 3 other attemps until she finally reached her expected results.  Upon checking out, I realized I was being charged for every and all the procedures that were done, including $75 for each additional hour the whole process took.

Now, ladies, who agrees with this policy?  Don't you believe I should've been warned that I would have to pay for all those procedures as well as the $75 for each additional hour?  I never dye my hair light colors and was, therefore, not familiar with these procedures.  But, even still, I think it's just common sense and proper customer service for the stylist to have mentioned and/or warned about this.  What if I did not have enough money on hand?  I argued I trusted their professionalism and, therefore, that is why we went to their salon in the first place; otherwise, I would've done my mother's hair myself at home.  I honestly do not agree that the client should be responsible for costs incurred for things that are moreso the fault of the stylist.  Had she picked the proper solution from the very beginning, she wouldn't have had to do all the other procedures, and would've taken only an hour or so to complete.  This almost reminds me of car dealerships:  BUYER BEWARE.  One never knows what is really wrong with your vehicle; the mechanics can tell you anything they want just to take advantage and charge more, and we, the naive consumers, take their word for everything.

Anyhow, the Octagon Salon, 'til this date, refuses to apologize for what they did and even refuses to accept any future appointments I make, despite the fact that I was still on their mailing list and they were still sending me salon notices.  They've led themselves to believe that I am a trouble client, even after I've been visiting their salon years and nothing like this had ever happened before.

Is it just me, or would any woman not have agreed with this customer service?  Kindly give me your opinions.

Erin · Accepted Answer

That is absolutely unacceptable. As a hairstylist I have been in the same situation with black hair color anything can happen, but if I intended to charge extra I would've definitely let them know. (Although I never charged for my own mistake). $75 is way to high for an extra hour. it could be a salon policy. If I were you I would contact either the cosmetology or barber boards for you area. maybe even the better business bureau?

Anonymous · Answer

That's terrible! I'm so sorry to hear about such unfair treatment. What the salon did was sneaky and shameful, and you should not in any way be responsible for the cost of however many procedures were needed. Just as you said, if the hair stylist would have simply known which procedure to use right from the start, there would not have been any issues. It is unfortunate that you've been labeled as a trouble client, but if I were in your position, I wouldn't want to return to that salon and give them my loyal business again anyway. Again, sorry about the unfair treatment, and hope you can find a much more personable salon!

Shauna · Answer

Im a hairstylist and I try to charge as little as I can but still make a good living. I take full responsibility for when I mess up or the color just doesn't do what I want it to do. I've even been know to have ppl come back for a free service to fix my mistake. I dont think you are over reacting at all. My best advise for you would be to find a stylist with a heart and and doesn't over charge just cuz they can.  Octagon Salon should just be glad you paid and remember what goes around comes around.

Anonymous · Answer

I agree with you! That's wrong! You should have been warned that she was going to try several steps/procedures. & for them to basically ban you from the salon is wrong too... just because you did not agree with 1 thing that happened does not mean you need to be banned or not given a appointment. You shouldn't have payed just walked out of the salon. Because to me that is the stylist fault for taking so long and for taking/ trying different procedures. Therefore you should never had payed or want to got back to that salon. Because of the horrible customer service!

dimodica · Answer

She would have been rude, yet once you extremely look decrease than 18 she probable felt like she develop into putting her activity in possibility. Forgive. And no a driving force's license isn't a fool evidence style of identity, there are certainly an extremely great volume of pretend ones obtainable. yet having pronounced that, develop into your ordinary soreness well worth making her get in situation and in all hazard fired. customer help is an extremely problematical industry you will desire to discover the advantageous line between being rude and being risk-free. And cashiers do have undesirable days too, evaluate that. I understand which you have been probable indignant, yet you will desire to be the bigger individual, in an attempt to talk.

e9601: · Answer

This is just horrible of them to do this. You should not have been charged for the procedures you did not ask for. Did you talk to the manager about this? I hope so. 
I'm sorry this happened to you.

Melli! · Answer

thats really bad service i would go and complain to the manager until i got a free service or something to cover for that 
i agree there should be a warning

Trending News

Do you consider this unacceptable customer service at a hair salon?

7 Answers