Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Friday January 21st 2022 I wanted to get full highlights and a haircut at Charles Scott. I’ve been a valuable customer there for almost 2 years! I’d see my stylist twice a year but this time around I wanted to be prepared for my wedding in November of 2022. I paid $225 but doesn’t include the tip! I am unbelievably disappointed with this experience that I no longer want to go there. They switched my appointment from a full highlight to a balayage without my acknowledgment. Which doesn’t even look like a balayage! The cut itself is beautiful. But I still have to walk around with unsatisfied hair that I’m not 100% happy with! I’ve tried calling the manager twice and the only solution is to tone my hair so that there’s no further damage because my hair didn’t “lift” due to dying my hair even with salon products but at home a year an a half ago. They were even aware of my past but still continued with the appointment, switching it to something I didn’t ask for, then just to blame it on me that my hair is unpredictable. I don’t want to go there and tone my hair. It won’t do much but waste my time! Why did I have to pay out of my pocket if this was going to happen? It seems unfair! If I was happy I wouldn’t be typing this out. I hate complaining but this is uncalled for! Please help me get my money back!
Business response
01/25/2022
Responding to complaint from ***** ******** requesting a refund for color service received on January 21st. ***** requested the process of going blonde for her November wedding. Her stylist ****** explained that since she has multiple levels of box color this would be a process. The only mistake we made was we should have had her sign a consent form but ****** felt they were on the same page. As ***** sat in the chair she loved the color, once she got home she changed her mind. She started sending messages & videos to ****** thru social media asking for it to be redone. ****** explained that for the service provided she was pleasantly surprised being that working with box dye can be unpredictable and it lifted better than expected but if she wanted to come back in she would be more than happy to apply a toner complimentary to help with the blending of how the box die didn't lift as ***** desired. ***** is requesting a complete service redo which is not warranted. We explained that this is a multi step process and she completed step 1. If she wants to fast track the process and come in again it would be a charge as ****** suggested she waits 4 to 6 weeks to come in for Step 2.
I feel we have offered the best solution but it is not what ***** wants to hear. I would love your guidance on how to proceed as she is not being reasonable. At this point I prefer does not patron our business.
Business response
02/01/2022
We mailed a refund check for her color services last week on Tuesday and asked she find another salon to do her services moving forward. There is no reason to refund her haircut as she had no complaints on her haircut.Customer response
02/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I don’t mind not getting a refund for the haircut which stated in my previous message “excluding the haircut refund” because the cut was never my concern. I was not aware of a refund being placed until now. I haven’t seen any checks in the mai but I’ll keep an eye out for it! Thank you!
Regards,
***** ********
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.