ComplaintsforBello Day Spa

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business gave me an appt for a hair consultation for 10 am July 10, 2024 and sent a text reminder the day before so I drove 150 miles to the appt, 300 round trip, and got there early. Then the stylist apparently discriminated against me based on age or appearance and refused to give the consultation. ******** was the stylist. He didnt listen to anything I said about my hair, said it looked cute the way it was and said he has plenty of clients who take no time to talk to him about changing their hairstyle so he didnt have time for me because I dont match his preferred clientele. All I asked for was an appointment on Jul 31, 2024 for a trim/shape up with the back a little shorter which he refused. They wasted my time and gas when apparently they had no intention of honoring their commitment to discuss my hair (thats what a hair consultation is) like adults or do any normal hair services. I am asking reimbursement of $350.00 for my wasted time and gas and for BBB to counsel Bello employees on the difference between running a business for profit open to the public on a first come first serve basis and running a private club where members pay dues and are screened on personal preference in order to join.

  Business response

  07/15/2024

  Response to Jades Complaint
  **** called July 1st, 2024 to book a consultation for her hair. We typically book 15 minutes for those, however the front desk staff recognized during their conversation with her that she was having a hard time communicating what she wanted done so they booked the consultation for 30 minutes. There is no charge for that service. She explained that she has a hard time communicating what she wants and that she was very anxious and was looking for low maintenance.
  **** arrived close to her appointment time (maybe a minute late she had called asking for directions). *** greeted her upon her arrival and took her back for her consultation (she was never denied a consultation).  During the consultation **** shared her inspiration pictures and while they are helpful it is not always a guaranty that the client is suited for that specific look. *** was getting a very confused description of what the client wanted and felt that he might not be a good fit for her and that he could not decipher what she wanted and that would lead to her being frustrated and unhappy with the outcome.
  **** proceeded to leave the salon seemingly upset. About an hour and a half later she called the salon and was yelling at the front desk staff repeatedly asking why are you wasting peoples time? She then asked why she had been scheduled for a consultation, and they reminded her it was what she asked for originally.  She then started berating the stylist *** and said that he wasnt even fit to complete the service because he couldnt stand up straight so how would he be capable of standing for a haircut service.  She was very angry that he could not do a haircut for her and continued to yell before hanging up.

  
  Insight from *** regarding his experience with ********* claims I refused her consultation.  I did not. I took her back to my chair where she went on for 20 minutes about what she wanted and didn't want. It was all contradictory. She was unable to even make eye contact because she wouldn't take off her sunglasses. At one point she asked me what I would do with her hair and I did tell her that the shape of the cut she already had was very flattering on her and I didn't understand what she didn't like about it. I also explained that what she was asking for wasn't particularly achievable without some effort at home to style and maintain the cut and it would never look the same day to day.
  I chose not to move forward because I wasn't able to decipher what exactly she wanted to achieve and I was not willing to begin a service that would likely end up with a negative result. 
  
  When we encounter a client whose expectations are more than what we are comfortable with we, or are able to help them achieve,  we are up front and honest with them to avoid disappointment. It seemed very clear that *** made the right decision to not book this guest, and we support his decision. 

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