My daughter did not get the cut nor color she requested and was refused refund for services that were not rendered that she paid for. My daughter (a teenager) went to location on 2/9/21 for a color service that involved taking some of her blonde hair to black. She also was requesting a very specific detailed framing cut that she verbally and visually instructed the technician of. The stylist that was working with her had to leave due to an emergency and she was left in the incompetent hands of a stylist she had not requested. Upon transition she reiterated her requests to stylist who then proceeded to “chop” her hair beyond the requested length causing immediate panic for my daughter as she saw what had taken place. At this point she was distraught and distracted and called me to come to location to address the damage because she felt intimidated. When I arrived and saw the damage first hand I informed confirmed with the stylist the instructions my daughter had given her, to which she confirmed. I informed them that we would not be paying anything to them, and rather than take accountability they asked if at least the color was what she wanted. My daughter confused and shaken said, “she guessed”, although in the midst of everything going on she hadn’t (nor had I) had the ability to actually look at the color job, which we realized once we walked out actually was not black (her request) but a lighter brown. We were too busy arguing over not paying and the reality that we would have to go somewhere else to pay double to have the error corrected. There was no manager on staff, and the staff refused to allow me to speak to management, but rather called from the back where we could hear them downplaying the situation and negating personal responsibility, while my daughter stood at the front of the location crying and trembling from upset and embarrassment at her physical appearance in front of the location full of other customers staring and gawking at the interaction taking place. When I further refused to pay and demanded to speak with someone myself they gave me a customer service number that they knew would send me to voicemail because it was after business hours and when I couldn’t get through they said that was all they could do and if I continued to refuse payment they would call the police on us, completely embarrassing me as well. All the while still never taking ownership and trying to convince my daughter it wasn’t as bad as it seemed and giving her a “5.00” discount for the cut error. After speaking to corporate and the district manager with my complaint, I was assured. I would get the refund but would have to continue to pursue additional compensation with higher levels of corporate, but that first I would need to submit the proof of error or bring my daughter to the location (which I adamantly will never force my daughter to set foot there again!). This resolution was after many attempts by their management team to convince me to allow them to do the corrective work on my daughter, which under the circumstances and situation (public ridicule, negating responsibility, lack of empathy or compassion, etc) I would never go to this facility again, let alone allow them the opportunity to further traumatize my child!
Cuts By Us
1605 Beltline Road
Decatur, AL 35601
(256) 350-0554
