ComplaintsforDavid Wenzel Salon LLC

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I came in wanting a full head baby light I didnt get a full head baby light, when someone gets a full head of baby lights you dont see a whole lot of natural brown hair peeking through and your hair doesnt look not done when it is up in a pony tail. Also I asked for a pearl ****** not a brassy ******. My hair color was more ****** before I got it done. So I kindly messaged my stylist and let her know about the ****** and that I wanted it fixed and she said no problem we can get you in and I also noticed that it was only 2nd day hair and my hair looked so dark! Usually when Im ****** the ****** wont give off a dark hair color when hair is getting oily.So I messaged her again and just let her know that I parted my hair and I noticed a lot of brown hair and that it doesnt really look like a full head of baby lights. And she told me she talked to the manager Yes and if it makes you feel better Ill come up with a game plan with my boss H33363732313537**3535H to give you what you want and that we can get it fixed! I got happy and excited that it was going to get fixed! So come my hair appt I let her know exactly what I wanted her ********************* came up to me asked me what I wanted and they took a good 30 min just looking at my hair seeing what went wrong. And finally! She came out with the bleach and started her bleaching she had mentioned that it was her fault that she could have did a batter placement and continued doing my hair finally it was time to go wash everything out. Oh wait I decided to ask them since Im getting it fixed and more bleach is being put on my hair I asked if they can do a deep conditioning treatment (thinking theyd include it since they messed up) and all I hear is oh thats gonna be an extra charge honestly I was very surprised that they couldnt even do that knowing they messed up knowing my hair is getting bleached AGIAN! Because THEY messed up! So they asked me if I wanted it again and I said that I have some at home I can just use. Ok finally to the wash room! They washed my bleach out did a bleach wash like I asked to get the ****** I (Initially wanted) not a brass ******. Obviously the toner they chose was to dark. They had be laying there for a very long time. Coming in and out checking on my hair. Then **** mentioned she didnt like the way my hair was looking and added bleach to the top of my hair, and my sides (where it is all orange now) the bleach got into my roots where I had (my natural hair color) with NO ORANGE)Layed there for quite a while. Finally they washed it out put a toner in that sat for a while and I just had mentioned how I didnt think I was going to spend this much time fixing my hair today. She replied yes us to. And I can also tell she wasnt very happy. She asked who did my hair before I mentioned the lady that usually does my hair her books are full and that she takes a longer time because she uses a low developer to make sure her ******s are nice and healthy. For some reason 7 hours sounded like a whole lot to 4 of them in the salon that I talked to. As if its a huge problem. Then she asked me some other personal questions. And finally I was taken to get blow dried and just sitting there looking at my hair from far from the mirror behind me I can just tell something was off. They both finished blow drying my hair and turn me around to look at my self and I can just see an orange streak in my hair and a ****** tap on the temple of my head and I was at the point where I didnt want to say anything already cause I felt that they were done, I was done and I just kindly asked will this fade? And they clearly saw it. And **** said if it doesnt then just come back and we will fix it for you Not lets just fix it now let make it right now.So I finally left and obviously Im more ****** (with orange) and Im taking selfies and something just doesnt feel right my roots are orange they didnt keep the bleach on long enough, they also caused the bleach to bleed into my roots and cause it to look horrible.I tried to ignore it when looking into the mirror but I just couldnt I couldnt believe a manager that has so much experience with hair was helping a stylist and still couldnt get my hair right. So I messaged the number **** told me to message if I had any issues and send over photos of my orange roots, they sent me a paragraph Hi *****, we&#**;ve looked over the pictures and wanted to offer a few options. At this time we don&#**;t want to use more bleach on those areas, but we could either do a darker toner to combat the orange or we could do lowlights over the orange pieces. Would you like to go forward with either of those?Not Im so sorry we messed up AGAIN!!! Just hi ***** we want to offer a few options. First of all I didnt go ****** to go dark. Second of all low lights in the one area that Im orange ? Like what? That would make me look hideous! I said honestly Id rather go to a different stylist and get this fixed properly.And obviously it would be a color correction so Im gonna need a refund to cover the cost of what they did.Oh were only gonna be able to do 50% So I didnt get what I wanted in the beginning,one day wasted, then I come back again didnt get what I asked for this time completely ruined my hair as to where I need to go get a color correction done ,and pay hundreds of dollars to fix. ANOTHER DAY WASTED. And Im only offered 50% ? I understand its product I understand its time . But what about my time? What about my HAIR!? You guys ruined my hair!!! Mind you I was very polite. Not rude or anything then I was like okay then I thought about it for a few hours and thought to myself self Im over here only getting back half of what I paid to only find a professional to fix THEIR MISTAKE!? No, so I called again and this time oh my goodness. ******** was her name was so rude. Wow. I was shocked. She had the audacity to say You needed a color correction from the day you came into the salon I said did you see my hair ? Did you see any orange? I said do you know what a color correction is??? Because obviously she didnt. She continued being very rude over the phone and I said Id like to speak to who ever is above and H3130**38313731343231H the (H33373332373834**3332H owner) answered the phone and I told him my frustration and how things were handled a person that graduated a color master class tells me that my hair is not orange its just has a tint of warmth to the ******Then he told me I showed the stylist two different photos of what I wanted a different photo each day I came in . tried telling me that that was wrong and didnt understand what I was trying to show the stylist in the second one, the second one was where the entire head was covered in baby lights and I asked the stylist will my hair be covered like this where there is not a lot of brown peeking through. And she said thats what we are going for! The first picture I showed was the ****** that I wanted and had mentioned that I want A FULL HEAD BABY LIGHT. Then I just continued explaining how I felt about my hair and he didnt care about the color oh in fact he said the first time your hair was so beautiful ! I said did you see the photos of inside the hair? He said no. And for 30 minutes on the phone with him I got no where and I told him I have nothing else to say Im just going to repeat my self. Because I am not happy and I said I dont understand how you as an owner cant just refund me I wont ever come back and that will make me happy and I will be able to just go get it fixed at a different salon. Agian hes not understanding what my hair looks like and what they did to my hair.So I decided to go to a specialist (20 years of experience ) and the first thing they said was Oh MY GOODNESS WHO DID YOUR HAIR!? I said its a salon thats rated the best in MissouriHe said they really f**** up your hairThey did it all wrong your gonna need a full head of baby lights once agian to fix all that orange Im glad I wasnt the only one saying that it looked bad. I asked multiple people messaged different stylist asked what they thought and surely I was right. They really messy up my hair. And the fact that the owner cant give me my funds back to go get it fixed by an actual professional is insane.I have nothing against the stylist she is such a Sweet girl. Shes learning. **** is a Education director at the salon and knowing what my hair looked like she let me leave the day they fixed my hairI just had a horrible experience with the managers and the way they decided to handle things. I do not recommend this salon. I believe they voted for them selves to win best salon in ******** of 23 Things could have been handled much differently.Below I will attach photos of what I received from this salon.They ruined my hair, my day, and really hurt my feelings with the way I was spoken with by ******** . H3130**38313731343231H H37**35313234313335H do better.To add he has removed my reviews that I posted On yelp, ******* and other sites I posted on And has the audacity to say that I altered the photos that posted.

  

  Business response

  02/21/2024

  Dear *****,

  I apologize for the dissatisfaction you experienced during your recent visits. It seems there were some misunderstandings regarding the expectations and the process.
  
  When you initially booked based on a photo, it's important to note that while photos serve as inspiration, exact replication isn't always feasible due to various factors, including hair condition and color history. Additionally, prior agreements were made between you and the stylist regarding the approach, taking into consideration the condition of your hair and what we would not feel comfortable doing regardless of your persistence to perform a technique that we did not feel comfortable doing to maintain the health of the hair. 
  
  Our aim was to address your concerns about previous color issues and provide a blended look for better regrowth. However, achieving this desired outcome was not obtained and to create a different look required more time than initially anticipated at the second appointment. I understand your frustration regarding the time it took, but achieving the desired results necessitated a more comprehensive consultation and service.
  
  Unfortunately, certain comments made during the process affected our stylist's confidence to complete a desired outcome that took your former stylist 7 hours to achieve where we only had 2.5 hours. Constructive feedback is always welcome, but disrespectful remarks to the stylist if they mess up often, you know more than your former stylist and a statement made to your friend on multiple appointments to achieve an end result are a scam, undermine the professionalism we uphold.
  
  Regarding the photos, I must question whether they were altered or filtered, as they seem to differ significantly from the actual outcome and the photos we have on file. Misleading information can lead to misunderstandings, and we are committed to transparency. As this is the exact response to your review, I had not said you altered rather, I had questioned the images as they tend to look much warmer than those that had been sent to us. 

  I'd like to further address some other points from your review and message to the BBB as you have pretty much duplicated the review in a letter to the BBB.
  
  Firstly, regarding the options offered after the second appointment, we presented two solutions to address the concerns without compromising the health of your hair. Unfortunately, neither option was pursued, and we offered a 50% refund considering the additional time and resources invested in the redo service.
  
  I want to clarify the interaction you mentioned with our Director of Operations. While firm, her demeanor was not rude, and any anxiety experienced by our stylist was unwarranted. Additionally, our stylists and entire staff are well-versed in color correction procedures, but suggestions contrary to their professional judgment can understandably create dissatisfaction as it had at the initial appointment.
  
  During our conversation, I expressed genuine regret that your expectations weren't met and assured you of our commitment to improving our services. The goal was to achieve a softer, blended look, and while the result may not have matched your previous stylist's work exactly, it was still beautiful overall based on the professional recommendations by the stylist of that service.
  
  Regarding your dissatisfaction with the time required for the service, achieving your desired outcome within a shorter timeframe wasn't feasible without compromising quality. Our priority is always the health and integrity of our clients' hair.
  
  I must also address that our conversation did not last 30 minutes as your total phone call was of 30 minutes. From the moment the call was connected, rang, the salon answered, your conversation with our Director of Operations and hold time to transfer the call to when I then answered and our conversation was 30 minutes.  

  In reference to the disrespectful comments allegedly made by the other stylist you are seeing to correct the work performed at our salon. Such remarks are not reflective of our values or professionalism and how we would have responded. We strive to maintain a supportive and respectful environment for clients, staff and industry colleagues across our community.

  Furthermore, I'm disheartened by the derogatory remarks you made regarding our salon's recognition and professionalism. Achieving awards like "Best Hair Salon" is a testament to our dedication and hard work, and such comments are hurtful and unwarranted. Although you may be upset with your hair, comments such as those you made affects not only the stylist and myself but the entire team at the salon who was not involved in your hair service.

  Finally, I'd like to address the accusation that I removed your reviews on Yelp and ******* To the best of my knowledge, I haven't taken any actions to remove reviews from any platform including the "other" sites you have now mentioned. In my experience, removing reviews from ******* and even Yelp, can be quite challenging and almost never achieved as it would then compromise the credibility as trusted resources alongside the reputable BBB. Despite not being pleased with negative feedback including your two 1-star reviews on Yelp, I value transparency within the community and uphold it. 

  While it's clear we weren't the right fit for each other, I genuinely wish you success in finding a salon that meets your needs and expectations.
  

  Sincerely,
  
  David Wenzel 
  
  
  
  

  Customer response

  02/22/2024

  Complaint: 21326620
  
  I am rejecting this response because: my hair was screwed up and they have lied about removing my reviews. I have been in contact with yelp. They have accused me of altering photos of my hair. They did not give me the service I paid for.
  
  
  
  Sincerely,
  
  *****************************

  

  Business response

  02/22/2024

  Dear BBB & *****
  

  I am writing to address recent interactions involving ***** that have raised concerns about the well-being of our company and employees.
  

  *****'s demeanor has displayed a level of aggressiveness that is troubling, particularly due to the nature of her comments, which have included disparaging remarks about our team's competency and professionalism. Such behavior not only affects the morale of our staff but also undermines our ability to provide our services effectively.
  

  I want to clarify that my response to *****'s comments has been based solely on factual observations and professional integrity. At no point have I made unfounded accusations or engaged in dishonesty. It is deeply troubling to be accused of lying when I have acted in good faith and with transparency.
  

  Regarding the specific incidents mentioned, such as *****'s comments about our participation in the Best of Southwest Missouri voting and allegations of photo theft, I assure you that these accusations are baseless.Our actions have always been within the bounds of ethical conduct and professional standards.
  

  Furthermore, I want to address the challenges encountered during *****'s recent visit, including our professional recommendation regarding a specific service. Despite our best efforts to accommodate *****'s requests, it became clear that her expectations were not aligning with the professional recommendations provided and the hesitation and uneasiness of the stylist performing the service created an unachievable result. The subsequent resolution, which involved a 50% refund, was reached amicably and in accordance with our policies including the agreement to pay for all services despite the end result as per our chemical consent form.
  

  Moving forward, I remain committed to upholding the values of professionalism and integrity that define our business. I believe that open communication and a commitment to excellence are essential in resolving any further issues that *** arise.
  

  Thank you for your attention to this matter. Should you require any further clarification or assistance, please do not hesitate to contact me.
  

  David Wenzel

  Customer response

  02/23/2024

  Complaint: 21326620
  
  David,

  You guys really messed up my hair, If **** never put bleach on the front part of my wet hair in the bowl, I would have never had my hair turn orange. Like I said I went to specialist that has 20 years of experience and he said you guys messed it up big time, and that it's going to be a major color correction. And it's so sad that you are accusing me of being aggressive? what...You are seriously acting like I'm the problem here.I told you exactly how I felt, and what you guys did wrong. Of course, to you my hair looked so good and beautiful, well because you didn't see the inside of my hair just the outside. You didn't see what was done in person. Every person that I spoke with that saw my hair said they really messed up your hair, and that it's so orange. David I've left reviews for company's and those reviews never got removed. the fact that my reviews from your ****** page, yelp page and your other pages were removed is just crazy and so wrong. I understand that you want to stand out, you want to be the best, but people also deserve to see what exactly was said and done to me at your salon.
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩