Utopia, Winchester, VA - My complaint is one of unacceptable service and customer service.

Utopia, Winchester, VA - My complaint is one of unacceptable service and customer service.

Utopia - An Aveda Concept Salon and Spa (Winchester, VA)

My complaint is one of unacceptable service and customer service. I went into the salon on July 7, 2004 while in Virginia visiting family for some highlights. Living in Atlanta, GA, I was a little skeptical of using a salon that I’d never been to, however, Aveda is a well-known product/company nationally and globally with a superior reputation. I was referred to Tina Dorman, who apparently used to own her own salon and has been in the industry for 20 years.

Much to my horror later on, I have to seriously question her experience. After briefly discussing that I wanted auburn highlights in my naturally dark brown hair, Tina set to work. Shortly after she was done foiling my hair, I noticed that she was wandering around asking other stylists questions about hair color formulations and how to use the hair dryer (the one that fits over your head to and heats up), this made me a little nervous. About an hour or so later and a rinse, the color didn’t take at all. The wrong formula had been used. Tina then tried again, and again, I saw and over heard her asking other stylists for help. 30 minutes later I was rinsing again, this time before leaving the rinse bowl, she was again asking for help/suggestions.

This is when she showed me a mirror to see if I liked the color, if not she’d add some toner to the hair. To my utter horror, my dark brown hair was now streaked unevenly shades of blonde and orange. I was speechless and promptly asked that a warmer/darker color be added. So for a third try and another hour, a toner was added. While blow drying, she never spoke to me and didn’t blow dry my hair completely. She merely said at the end, that if I wasn’t happy I could come back and she’d fix it. Upon leaving, everyone knew that it was done wrong and look horrible.

After paying $70 (a lot of money for that town), the head colorist suggested that I call her back later and make an appointment to try and fix the problem before I left town to go back home to Georgia. I called an hour later and set up the appointment. The second stylist (Rosemarie) was very knowledgeable and helpful stating that Tina had done things wrong.

The next morning I went in early to get the problem fixed. Rosemarie deep cleansed my hair and added in the proper color toner and after all was said and done suggested that if the color faded that I could buy color conditioner to help but that the color should hold for a few weeks but that yes, Tina’s mistake would cause problems w/fading. Well, 4 days later, all the toner and washed out and I am now left w/color conditioning my hair every other day (might I mention that the conditioner costs $16.50 a tube). I have called multiple times to talk with the owner/manager of the salon only to get no return calls. Tonight I tried again and he actually answered the phone.

John Ingman (owner/manager) has been most uncooperative and has said that a refund is not at all possible but that if I’d like to come back in they could try to fix it…it doesn’t seem to matter that I live in Georgia NOT Virginia. I am so upset by the lack of ethics and what is right to do that is unreal. I have filed complaints w/the BBB in Washington DC and will write everyone I know about the incident. This is not the way to treat a customer or provide a service!

Summer P

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Comment On This

Last summer, 2007, I walked into that salon, but no one came to the counter to help me. There were two stylists who just stared at me, and ignored me. They didn't even smile. So, after waiting for seven minutes (yes, I timed it) I turned and walked out, vowing to never enter again. After reading your complaint, I am so thankful that I did not. They obviously have a serious problem with customer service.