My daughter, a chemo patient, went here to get her wig serviced. Using a hard bond glue, Tonya placed it crooked. It was uncomfortable so we asked to have it fixed. She said there was nothing she could do with a hard bond - it would have to wear off and when it did, she would fix it. When we tried to come back, we were told that was not something they really do and we should go elsewhere. We then went to a place that specializes in wigs for cancer patients. The stylist there told us that hard glue should never be used on a lace wig and that the wig was badly damaged from it. I called Tonya and repeated what I was told. Her response was "It's not my fault your daughter has no hair. Take me to small claims court." I feel that was extremely rude and unprofessional.
This client initially came to us for a consultation.She was a candidate for a lace front wig. She shared that she had a job interview in NYC and needed a piece ASAP.
We do not stock lace front wigs.So,we referred her to Elizabeth Ashley Wigs.They carries a large selection of lace front wigs for walk ins.We've worked with them before and they do professional work. She needed the piece asap,Tonya called and made the appointment for the client. We gave them all the information needed to accommodate her that day.
Later that day the client returned to our Salon.The client was crying.She did not like the other Salon because it was an "all black salon," She said, "I only want to see Tonya. She was the true professional and I felt she truly had compassion for her."
Tonya was completely booked with clients,but graciously worked her in.She felt bad that they had a bad experience and really wanted to help.Tonya looked at her piece.The piece had come loose(they used soft bond adhesive).Tonya listed options for her and they decided to use a hard bond adhesive instead to hold the piece in place.It was very important that it stay in place for her interview.Placement is very important when using pieces, Tonya is always very accommodating and allows clients to be involved when placing the piece to ensure that it is placed exactly where the client wants it before it is set with the adhesive.Tonya knew she was inexperienced so she gave her advice as to where to place it, but the client wanted it closer down on her forehead(you can give advice but it's ultimately up to the client). By doing this ensures the client is happy with the placement. They have to see it every day and know how they want it to fall.
30 minutes after the new placement, the client said she wanted to move the piece up a bit.Never was the piece "crooked".Tonya advised against this, as removing hard bond adhesive after it has just been placed can damage the piece and advised her to wait until the adhesive started to wear down and loosen up a bit (normally 7 days) she would then be able to remove it and reapply it in a different position.The client agreed and left.
Tonya really liked her and her mother and wanted to be sure that she had all the information that she needed and that all her questions were answered. "I remember seeing the client hug Tonya when she was leaving and saying thank you over and over...because Tonya had written down a lot of information for her and personally made the appointment earlier that day. I remember this because I was working at the front desk," says Teresa.
The next day the mother called in frustration and began shouting at Abby, our manager.She said that her daughter had been soaking her piece in pure acetone for 3 hours to remove the adhesive and that the piece had been ruined by doing so.Tonya had previously advised the client not to do that.Tonya called to see if she could offer her assistance.The clients Mom was so rude and demanded a refund for the application which we gave her, but also requested a payment to cover the hair piece. Saying she was going to take us to small claims court for it.
As far as the comment regarding her daughter not having hair.Tonya, would never say anything like that.When talking to the mom there were 3 other people present.We strive to build strong relationships with our clients and we deal with clients who are experiencing varying degrees of hair loss on a day-to-day basis.Tonya has built a hair replacement business on being compassionate and knowledgeable about hair loss and would never say such a thing."It's just not in her vocabulary," one client stated.
The "Hair loss" subject is always sensitive and dealt with in a very professional manner.We do not want anyone unhappy.We strive to please and give women and men the hair they have always dreamt of having.We truly hate that a client of ours was so unhappy, but we honestly tried to make things better.We just feel that maybe the mother was just under so much pressure and hurt because her only daughter had gone through radiation and, unfortunately, a salon she saw prior to coming to us told her to go ahead and shave her head because she was going to lose it any way. NOTE: she did not lose her hair, so we just feel she had enough!
Tonya said- "I feel like I was her last encounter and she needed to vent to someone, and it's okay. 'Cause if I had been through all she had with my son I'd be ready to vent too."We as moms protect our children even if they're 27 years old. It's been a year and I just hope the family is doing better.
This case was also turned into the better business bureau a year ago.They dropped the case after 4 days. We all have feelings and, yes, we feel hurt by her, but it does not compare to what her daughter has been through.
We hope that one client's complicated situation does not affect your coming to see us.We have been in business since 1998 and we promise we are extremely professional and compassionate.