On Sunday, October 9th I went to the Regis Salon at the Alderwood Mall in Lynnwood, Washington. I had a 1pm appointment with a stylist named Roberta. I brought a picture of the cut I wanted, a chin-length bob similar to what Ashley Judd has had, and we proceeded to discuss how I had spent the last year and a half growing out my hair so that I could get the style I wanted and had even not gotten any trims for the past 4 months in anticipation of getting my hair cut 2 weeks before one of my best friend's wedding. We also discussed that my hair was naturally curly and that I wanted to be able to wash my hair, scrunch it and go without needing to use a lot of product. I even told her how much my husband loves my curly locks and that my regular stylist had emergency gall bladder surgery and that was why I chose to come to Regis.
She talked me into getting a color treatment that was similar to a "cellophane" and after she applied it, she put me under a dryer, asked me if I wanted any coffee, tea or water and I said that a water would be great because I was parched. She walked away and never came back with the water for me. I flagged down another stylist about 10 minutes later when I realized that the dryer wasn't heating up. She fiddled with the dryer and said that it wasn't turned on. Then my stylist came over, looked at the dryer, said it was turned on now and walked away. The dryer still wasn't heating up about 5 minutes later, so I flagged down the same other stylist since mine had once again disappeared. That stylist checked the dryer and said that there was no water in it. My stylist came over and added water to the dryer, turned it on, and once again disappeared until the timer went off and I flagged the other stylist down once again to go get my stylist to rinse out the color.
Now it was time for my cut. The picture was still out and on the counter at her station. She had me look down while she cut the back. When she told me to look up I was absolutely shocked to see that there was no hair on the sides. I turned my head from to side to side and saw that it was horribly short and told her to stop cutting my hair immediately. I am convinced that the only reason I have any hair on top is because I stopped her from lopping it off. I was very upset and asked her why she cut off all that hair when what I wanted was the cut in the picture. She told me that she was sorry, that there was a miscommunication. How exactly does one miscommunicate a picture? She also said "I know this is not the cut you were expecting, but it looks really cute on you". Why wasn't it the cut I was expecting, asked for, explained and provided a picture of? I don't understand that at all, it makes absolutely no sense to me.
Meanwhile as this dialog is occurring, the stylist I had to flag down 3 times shows up with a broom and dust pan and is quickly sweeping up all my long, curly locks from the floor – I can only surmise that this was to get rid of the evidence because I have never had the hair swept up under the chair while I was still in it and in the middle of getting a cut.
I eventually let her even the rest of my hair out and left the salon in shock because I couldn't for the life of me understand how she determined that I wanted all my hair chopped off, practically shaved in the back, given the conversation we had and the picture I provided.
As soon as I got out of the salon I broke down and began crying. I felt the back of my head and there was less than an inch there. I called my husband and friends while sobbing to them about my hair being butchered standing in the middle of the mall as people walked past me, gawking. My husband said "˜just come home honey, there's no sense staying there'.
I cried all the way home and rest of that day, into night and even cried at work the next day. Each day that week when I washed my hair, I cried in the shower. I am in my 40's and have never been brought to tears because of a haircut I received.
I looked into extensions and quickly learned that my hair is way too short for them. I seriously debated getting a wig after a friend of mine told me that the back of my head looked like I was a chemotherapy patient. I was beyond devastated.
I went to another salon on Thursday, October 13th and the manager at that salon cleaned up, what she called, my "˜flock of seagulls' haircut and gave me a product, d:fi, to use to make my hair look fuller. She estimated that based on the length of my hair and the amount of curl in my hair shown in the picture of me the week before the cut that my hair was easily 10 inches long in back. After the cut at Regis there was less than an inch across the entire back. It is now what would be called a pixie or boy cut, nowhere near the chin length bob I requested.
I first contacted the Corporate Customer Service Department via the website on October 10th. Alysson is the representative I had been dealing with. She has always been very polite and helpful, however the compensation she was able to offer me for having all of my hair chopped off is not even close to being a peace offering and was frankly, fairly insulting. Alysson also stated that I had 30 days to accept the offer or it was off the table. Basically I feel like they simply don't give a rat's behind. Based on all the other complaints I have read online about how they deal with complaints about their salons, this is their M.O.
I have sent a letter to the Corporate Office and faxed the same letter to them twice asking for the Regional Manager to contact me. I have heard nothing since my last communication with Alysson on October 19th.
I will never go to a Regis or Regis-owned salon ever again and have already told all my friends and family of my experience and encouraged them to never go there either.
To say that I am highly dissatisfied with my entire experience is putting it extremely mildly.
Jillian, Lynnwood, WA
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