Roots Salon — Attraction in Oak Creek

BOTCHED!! Unless you want a "layer cleanup" to turn into having half your hair chopped off, maybe rethink Roots. I want to share my experience in hopes of saving someone else from dealing with what I have recently. The pictures speak for themselves, but in order to protect Roots from claiming that “they did all they could” I will provide the full story. A few weeks ago, I went in for a highlight and haircut appointment. After my highlights were done, I was placed with a new stylist since mine was busy with another client. When I was handed off to the stylist who would be doing my haircut, I was not informed of her lack of experience. I simply asked for layer cleanup and trim. I am getting married in 5 months, so it was important for me to keep the length I had been growing out for well over a year. Since I had been a client here for a year, they were well aware of my upcoming wedding.

What happened next still blows my mind and I don’t know how it went so wrong. They placed me with the inexperienced stylist and she started in the back. I couldn’t see what was happening. No one was checking on us throughout this until it was too late. She did not stop cutting to ask for help even though there were 5 other stylists in the salon at that time. Next thing I knew, I was surrounded by two different stylists (the one who did the damaging cutting just disappeared) telling me that a mistake had been made. They showed me the mirror and I broke into tears immediately because my hair was ruined. The one thing I requested was to keep length due to my upcoming wedding, and they couldn’t even do that right. The other stylists showed me what happened and told me that the only solution would be to get extensions. I have never had extensions but I agreed and they offered to help. They set me up for a consultation the next day at their Brookfield location. They set up the consult and tried to charge me for the color service I received! I was in tears at the front desk because they cut off half of my hair and tried to make me pay for the color. I refused.

Next day I went to Brookfield and the extensions they offered were keratin fusion. I wasn’t sure what this would mean for my natural hair, so after a little research, I quickly learned that this kind of extension binds to your natural hair and when it is removed, it will cause serious damage to the integrity of the natural hair. I was already nervous to allow them to try to fix this issue but wanted to give them a chance to make it right. The kind they offered me would have expensive maintenance and would damage my natural hair - I opted out of having them provide the extensions. These would not have lasted until my wedding since there is no way to move them up, so clearly they had zero forethought with this offered “solution.”

I thanked the stylist at Brookfield for offering and said I wasn’t comfortable with this product being put in my hair. She gave me the contact details for the owner and manager and I said I would be reaching out to them as I expected to be reimbursed for the extensions I would need to get elsewhere. The manager of the OC location emailed me to apologize for what happened, but said if I refused to have it fixed by a Roots employee, they would not help with the cost. After I had extensions put in a few days ago by a stylist elsewhere who specializes in invisible bead extensions (no damage to natural hair and less expensive maintenance), I sent them the receipt and asked if they could help.

Their reply to this blew me away. They apologized again for what had happened, but then said they would not pay and called me out for not paying for the color services the first night after they ruined my hair.

I am thoroughly disappointed and frustrated by this experience. They could not manage a simple haircut and their only solution was to offer me something that would damage my natural hair and not even last until my wedding. They also tried to charge me while I was in tears after they had botched this haircut so badly.

Stay far, far away from any...

I don't normally leave reviews but this salon has wasted enough of my time why not spend 10 min putting together an honest review of this place. I am giving only one star based on my hair color experience with Megan, the manager follow up and how long I usually have to wait for my pre-scheduled appointments. Do not get your hair color done by Megan unless you want something you didn't ask for. She is very unsure of herself and doesn't deserve the title she has at all. I wanted her to bring up my blonde hair closer to the roots and instead she gave me 4" of uneven black/dark brown roots in PERMANENT hair dye. I never once said anything about wanting permanent hair color and also she never mentioned that she was putting permanent hair color on me. Isn't that like communication 101? Make sure your client is aware of what you are doing to them. I was turned around facing the back wall the whole time so I never had the opportunity to question her color that she was putting on me until it was too late. I didn't mind that she wasn't chatty with me but she never once said anything like do you need a drink or even provide any update on how the process is coming or what's the next step. I am so upset that my hair is now ruined because I've never had PERMANENT hair color put on my hair, it's much darker than my natural hair color so now that my hair is growing out it just looks silly. I left in tears and it took the manager about a day and a half to get back to me. I was told that Megan gave me permanent hair color because I said that I had grays I want to cover up. I laughed when I heard that because that is an outright lie. I'm 29 and have never had grey hair yet. If I did I would for sure have been comfortable mentioning it but I simply don't have grey hair so it's outrageous that Megans excuse was that I said I had grey hair.... wouldn't you see the grey hair if I did? The hair "fix" apt was rescheduled and it did end up looking better but was I happy, no, I was just less embarrassed. The manager is rarely in the salon and her solution was one "free" hair fix apt, although the problem that Megan caused could not be completely fixed with just one apt. So I scheduled a 2nd apt and was going to pay to have that done but just returned home because I was waiting for a half hour for an appointment that I scheduled a month ago. That is just too long to sit with a mask on, waiting for a scheduled appointment that is going to already take about 2+ hours. The manager never met with me to apologize in person or follow up over the phone, which I felt was very unprofessional. I've been coming to this salon for a few years and was only unhappy with the services I received from Megan. But now that I've had to wait to get my hair done to fix the issue again, I'm just really upset. As a stylist, if you have scheduled appointments you should at least let the customer know that it's going to be another 20+min, because as customers we do have lives we need to get back to. I'm really disappointed that it came down to me needing to write a negative review about this salon. If you're getting hair color done I would highly recommend going somewhere else. Oh and pictures are attached of the terrible hair color showing the dark roots that Megan gave me in...

Hey Roots - it makes me very sad to write this review. I had established a relationship with Kaytlyn. She patiently helped me grow my hair back after I decided to cut it off while in a really dark period of my life. For about a year, I contemplated coloring the hair that took awhile to grow back. I was feeling better about myself, and embraced the idea of doing something new. In February, I decided to take the plunge. Before doing so, I asked Kaytlyn, on several occasions, over the course of the year, if doing a fashion color was practical, considering the texture of my hair, etc. Kaytlyn assured me that my hair could be colored, with desired results. The first time that Kaytlyn colored, all of the fashion color washed out as she was rinsing my hair. I came back a week later. At this time, Kaytlyn both processed my hair again, but also clarified my hair while washing it, in hopes that my hair cuticle would “open up” enough to take the fashion color chosen. This time, some of the color (purple) stick, but as I left Roots, after the second processing, Kaytlyn told me that if the color washed out after the first wash, I should call, and the cost for service would be refunded to me. I waited a week and a day to wash my hair. I used the high priced dry shampoo that Kaytlyn sold me on three occasions, during this week, to keep my unwashed hair looking like I wasn’t in need of a shower. When I washed my hair the first time, after the second processing, it was so dry, and so brittle that it literally balled up on my head, and I had to use a little kids detangling spray just to be able to run a comb through it. After my hair dried, I was shocked and disappointed by what it looked like. In some places, where the fashion color washed out, my hair was white, and dry, and brittle. In some places the all over color washed out. In some places, my light brown hair is an over-processed blonde color. It’s horrible and embarrassing, and I honestly really just want to cut my hair off again. What makes this worse is when I called Kaytlyn, instead of issuing a refund, as promised, she told me my only option was to come in for more corrective coloring. Then, today, when I was running late for the second corrective color appointment, I called ahead to say that I would be in for my 3:00 pm appointment at 3:15, and was told that I would have to reschedule. As I write this, I’m in tears. I’ve been a customer of Kaytlyn’s since she was a level one stylist, and have referred friends to her. I was impressed with her drive and desire to do good work. And now I’m disappointed. But mostly, I’m disappointed with the management at Roots. I have emailed about this situation. I have called looking for a resolution. And none of my correspondence has been addressed. And now, I’m out a total of $170 with service, product and tip, and am doing my very public job with terrible and embarrassing looking hair. And how Roots has handled this, corporately,...