ComplaintsforMitchell's Salon & Day Spa, Inc.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Literally left in tears. The "manager" treated me very poorly. So to start, I called mitchells to make an appointment because as I explained to them, I just bleached my hair and there were just some yellow and brassy spots I needed bleached. The girl then said, okay so you need like a spotlight then and proceeded to schedule me. I called a couple days later to see if I could cone in earlier and they said I hadn't even been booked under the right name. They put me under a completely different person so they had to switch it to my name and then I came in a couple days early I came in sat in the hairdressers hair and she was pretty much talking to my 5 year old the whole time, which I liked and appreciated which is why I tipped her $30 cash. but we never went over what she was doing to my hair. All she did was ask what I wanted and I said I just wanted the brassy yellow spots out and more of one color and she said that should be fine! She proceeded to put the foils in and when she went to rinse me I had to ask her if she did ******* because I paid for it and she said did you book for that? I said yes....... and she said well there's actually something I like better and I think it will work better on your hair and it's the same price so she went and did that.... I guess I really didn't have a choice? I just said okay.... so I left with my hair wet to save money once I got home (a long drive) my hair was dry and my husband was wondering what was even done? I turned around to show him the back and he said there's a big white circle on the back and top of my head and took a picture. So I called to tell the front desk and she got the manager and the manager told me to come in the next day to get it fixed it will be a 2 hr slot. So I drove alllll the way back out to mitchells when I sat down I could tell the girl was not happy she was doing my hair. I sat down and she said so what is it you don't like... I explained as I did above and she said well she didn't do anything wrong and "what you're not liking is the fact she didn't put more highlights in your hair and l am not doing more than what she did I'll only correct it which there's nothing to correct she did a good job and if you do want me to do more I'll have to charge you because if I don't I'm taking money out of Tina's pocket" I told her that I told the last girl that I just wanted the yellow and the orange out... if she knew that a spotlight wasn't what I needed when I told her that... why didn't she tell me? Instead we didn't talk about anything but our kids and that's it. I felt like they were talking about me at the front desk saying I was a "karen" or something and I'm just so frustrated with my hair and the first thing I get done for myself in a long time this happens and they talked to me soo rude. They made me feel horrible. I've never felt that way at a salon before. I'll never come back I feel like I just spent $200 and several trips in an suv for nothing. I had to leave my newborn baby again because they said they would fix my hair just to get there and them tell me there's nothing they will do to help me if I don't pay for an additional service.

  Business response

  07/20/2023

  Mitchell** Salon & Day Spa, Inc.
  7795 Discovery Drive
  West Chester, OH 45069
  Case # ********
  Consumer Info: ******, ******
   
  
  In response to complaint received from ****** ****** requesting a refund for services rendered.
  ****** received hair services at Mitchell** Salon & Day Spa in West Chester on 1/30/23 under the name
  ****** ****, ###-###-####. During this appointment our stylist also serviced her daughter which is
  reflected in the attached receipt. The total amount paid for her (********) hair color and conditioning
  treatment/******* was $100.50. Her child also received a haircut bringing the final total to $133.50, not
  $200 as ****** indicated in her complaint.
  
  Upon booking this appointment she requested to leave without blow dry to save money which she
  indicated in her formal complaint to the BBB. She came to us with box dyed hair which resulted in
  spotty color/yellow brassy spots. ****** indicated she wanted to even out the color she had done
  herself at home, however, the stylist explained to her she would need corrective color work which
  would take more than one visit and require more work than a ‘spotlight’ which she requested upon
  scheduling the appointment. ****** stated she had a budget to stick to and would like to move forward
  with a spotlight which is a maximum of 15 foils. It was made clear to ****** she would need more than
  this and was recommended to book for a corrective color.
  
  ****** reached back out to the salon as she indicated in her complaint and was scheduled to come back
  in for a ‘redo’ the following day, 1/31/23. This time she was scheduled with a different stylist. During
  the consultation, the stylist explained to ****** that in order to get her to her desired outcome she
  would need to have corrective color work done as the original stylist had explained the day before. The
  stylist went on to explain that she would be happy to provide the service, but that she would need to
  pay for this because it was additional work that she did not originally pay for the day prior. ****** did
  not want to move forward with this and was upset. The salon manager spoke with ****** and
  apologized that she was upset and ****** left unhappy.
  
  Then, ****** left a google review (see attached) and the owner of Mitchell** Salon responded to right
  away. The owner relayed the same information to the client – that she needed corrective color work,
  and that we would be happy to schedule that for her. We did not hear back from ****** after this.
  We are willing to refund ****** the amount she paid for the color service in the amount of $68.00 due
  to her dissatisfaction, and because we always stand behind our work. However, we would ask she not
  schedule any future visits at any of our Mitchell** locations.
  
  Brittany R******
  Vice President, Operations
  Mitchell** Salon & Day Spa

  Customer response

  07/21/2023

  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, reasons for rejection are included below.

   

  i will absolutely not schedule any future visits of course. 

  here are the problems i have with your response. 

  you are saying that the stylist went over that i would need additional work done, which is absolutely untrue. Im not going to keep going back and fourth with you people but i will mention on e again, i did spend $200 because i gave her a tip considering that i really liked her and she was sweet to my daughter. I was given $200 for mothers day gift for my hair and finally got to use it. I don't like lies being told and the fact that you guys are lying that will, at the end of the day, reflect on the type on "business" you "ladies" conduct...poor. beyond that actually. I would never treat a customer the way you people treated me, which is disgusting. Everyone I know who has visited this location has the SAME experience.  That should tell you guys that you're doing something wrong. Really wrong. I'll be by the collect my refund unless you specify how you want to deliver that otherwise. You guys should be ashamed. 
  
  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. ↩