1 /5 Mary Lullo: I am writing to share a detailed account of the unsatisfactory service my mother received at your salon on January 19, 2025.
My mother had an appointment for a roller set with Rosa scheduled for 2:45 p.m. Unfortunately, Rosa was unable to attend due to a family emergency, and Chelsea stepped in to take over the appointment. I entrusted my mother to Chelsea’s care and left the salon for about an hour. When I returned, I was surprised to find my mother still seated in the styling chair with wet hair and only six rollers in place. Chelsea informed me that she was having difficulty setting my mother’s hair in rollers. Given that we were pressed for time and I noticed that Chelsea was also attending to another customer, I took it upon myself to remove the six rollers and began blow-drying my mothers hair. After approximately ten minutes, Chelsea returned and requested to finish drying my mother’s hair. I asked her to use a curling iron to achieve the desired look. However, Chelsea stated that a curling iron was unavailable. I took the initiative to find one in the salon and handed it to her. Once Chelsea finished curling my mothers hair, I observed that she struggled with teasing it to create volume. I found myself demonstrating how to tease half of my mother’s hair, which was quite disappointing given that this is a fundamental skill for a stylist. To our dismay, when we checked out, we were charged $42. Normally, we pay $25 for this service with Rosa. Upon questioning the increase, I was informed that we were being charged for two services. This charge feels unjust considering the subpar service we received that day. Given these circumstances, I request either a refund or credit for this appointment. Additionally, it would be beneficial for Chelsea to
receive further training in properly executing roller sets to prevent
this situation from happening in the future.
Thank you for taking the time to read my concerns. I look forward to your prompt response regarding this matter.
