ComplaintsforJonulfs Hair Fashions, Inc

• Initial Complaint

  10/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The hairstylist ***** did a terrible job with my hair, shaving half of it off, leaving huge patches of hair, etc. The owner said that I had to come in to file a complaint and she would give me a refund in response to my negative review on ********* and then later said that due to my leaving a negative review she refuses to refund me the money.

  Business response

  10/17/2022

  Received your letter about a complaint from **********************************

  My email for receiving correspondence is ********************

  
  

  On Sept. 26, 2022, ******* walked into my salon around 1:30 pm and requested a haircut. This was on a Monday and there were 2 stylists in the salon. ********************* was available and consulted with him about the type of haircut he wanted. He explained that he wanted a "mohawk". She gave him a mohawk haircut without the strip down the back because he didn't have any hair in the back. She gave him the mirror, he approved and then he paid her $26 for the haircut with a $10 tip. He seemed pleased. 

  On October 5th, I was checking our ******** page and saw that he had written a lengthy complaint about her and the haircut. He posted photos of his head which included a small patch of hair that apparently was not removed properly. I wondered why this was left as he checked everything before he left. Anyway I responded to him politely and mentioned that this post was the first that I had heard about the problem. I stated that we have been in business close to 50 years because we care about our customers and have excellent stylists to keep people coming back year after year. I also told him via FB that most people either call a manager or owner if there is a problem with any of our services and speak directly about it.

  I mentioned that this was the procedure to get a refund.... not trashing another person on social media.

  He never did contact me directly.  I checked his profile and saw that there were many negative reviews left by him about businesses in the community.

  He then responded to me on FB by stating that he was so upset about the haircut that he didn't know what he would do to ***** if he ever saw her again.

  I took this as a threat to her and told him to never set foot in this business again!

  I then deleted his rant on our business FB page and blocked him from ever posting on it.

  *************************

  President

  ******'s Hair Fashions, Inc.

  ********************

  ************

  Customer response

  10/18/2022

  Better Business Bureau:
  
  

  "********************* was available and consulted with him about the type of haircut he wanted. He explained that he wanted a "mohawk". She gave him a mohawk haircut without the strip down the back because he didn't have any hair in the back. She gave him the mirror, he approved and then he paid her $26 for the haircut with a $10 tip. He seemed pleased."

  The above has many false statements in it. One, I did say I wanted a mohawk (which has a full strip of hair all the way down the back), not a fohawk (does not have a full strip of hair all the way back). I provided pictures, and explained twice that I wanted it 'all the way back", AND I had a full head of hair when I came in and the hair down the back was the exact same length as the hair on top of my head... that I didn't have any hair in the back is false. I was at no point given a mirror, but that is irrelevant to the fact that I did not get what I asked for and the huge patches of hair left on my hair in the back and sides (pictured) which were left by ***** when she cut it all off (again, I did have hair there to start). The amount that I gave her was $40 in 2 $20 bills, so the tip I gave when I THOUGHT I had been given an actual mohawk with hair down the back and with a decent line and no huge chunks of hair would have been $14 not $10.

  "I also told him via FB that most people either call a manager or owner if there is a problem with any of our services and speak directly about it.
  I mentioned that this was the procedure to get a refund.... not trashing another person on social media."

  The first time you mentioned to talk to someone about getting a refund was telling me that I should have so and had not... but the point of posting a review is to mention when you had a good or bad experience. I mentioned I had a terrible experience and provided pictures, and that is normal for a negative review and is not "trashing another person on social media". ***** did a terrible job, and so she got a terrible review... that is how reviews work. 

  "He never did contact me directly. He then responded to me on FB by stating that he was so upset about the haircut that he didn't know what he would do to ***** if he ever saw her again.
  I took this as a threat to her and told him to never set foot in this business again!"

  Correct, she destroyed a haircut meant for an incredibly big event for me, and it had me very angry. I could come into the shop when she is not there, and that I know I would be angry and was trying to avoid doing so is not a threat but a precaution. I did call and ask for ************************* to work out details of getting the refund she said was their policy to give to unhappy customers, but she was on vacation at the time... shortly after that call was when she stated she refused to give me a refund for posting a negative review. The fact that this business refusing a refund, contesting/deleting negative reviews, and trying to force people who had a terrible experience to remove reviews that they cannot remove themselves WHILE dismissing the client's statements and trauma over a negative experience is extremely unprofessional.  If ***** would like, I could give her my address and she can mail me the refund, or we could meet somewhere outside of the business in a populated area, if she does not want me to go to the shop to get the refund... but as she has stated it is their policy she should be held to it.

  Regards,
  
  *********************************
  
  
  
  

  
  

  Business response

  10/18/2022

  Our haircuts are not refundable after a week out. he never called me that day or the next day or the next. He waited over a week to complain horribly on social media. His photos were questionable as if this were really how she left his hair, he would have come back in person immediately. I explained that process to him. How can I possibly know that his complaint was valid if he didn't come into the salon the next day or two? Photos on social media do not work for me or my business. He is not going to get any refund. The $26 is not an issue, the sitting behind a screen to complain is! It's too late. Hair is either grown out or cut by someone else after a time. He threatened a staff member of mine over a haircut over a week later and never revealed himself in person. 

  Customer response

  10/18/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  "Our haircuts are not refundable after a week out. he never called me that day or the next day or the next. He waited over a week to complain horribly on social media. His photos were questionable as if this were really how she left his hair, he would have come back in person immediately. I explained that process to him. How can I possibly know that his complaint was valid if he didn't come into the salon the next day or two? Photos on social media do not work for me or my business. He is not going to get any refund. The $26 is not an issue, the sitting behind a screen to complain is! It's too late. Hair is either grown out or cut by someone else after a time. He threatened a staff member of mine over a haircut over a week later and never revealed himself in person." 

  I posted my reviews 2 days after the haircut, I did take a day to gather myself together because I had got extremely depressed and was very upset. There was nothing questionable in the photos, they clearly showed a terrible set line, huge patches of hair still present, and the back of the hair gone. I had offered to show ***** photo details on my phone that showed the pictures were taken the night of the haircut. I also did not come in because ***** was on vacation, and she said I would have to come in to see her at the complaint desk... I could not come in to see her when she was not there.  I would really rather this not have to go to small claims court, but if this keeps up I may have to go that route. 

   

  
  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. ↩