Paul Joseph Salon — Local services in Naperville

I’ve been a client at Paul Joseph Salon way before they moved to the current location. I’ve been loyal to this salon even when my favorite stylists have gone and moved on. My current stylist, Lilly, is an amazing artist and she goes above and beyond for me every time.

Unfortunately, Tatiana made the checkout process a disappointing experience for me. During this visit, I had several services done (color, foil, Brazilian blowout, cut, blow dry). When I made this appointment, there was a promo for discounted Brazilian Blowout products (which I thought was buy one get one at 50% off) with service. Apparently that promo expired and Tatiana refused. I couldn’t find the promo on the website anymore but she assured me that she is in charge of promos and she knows I made a mistake. If it legitimately expired, I am ok with that. But what I am not ok with is how rude Tatiana was during our exchange. She looked annoyed and was not friendly at all. This is new for me because until now EVERYONE has been so kind and welcoming there. In fact, on another occasion when I’ve had this many services done, Paul, the owner, offered me generous discounts on products without me evening asking for them. When I declined Tatiana’s alternate offer (buy one at full price and get second at 15% off), she just walked away. No smiles, no apologies, completely rude. Even the cashier at the desk whispered “sorry” afterwards.

When I got home, I found the Brazilian Blowout promo on The Paul Joseph Facebook page. The actual promo was for a FREE styling product and a second product at 50% off with services. On that page, the promo clearly does not state when it expires. It just says “while supplies last”. I know I saw that same promo on their website when I booked my appointment. I called and spoke to Tatiana on the phone to let her know that this promo is still on their Facebook page and with no expiration date. She insisted that this promo is definitely still expired. She continued to point out that I made a mistake. No attempts were made to resolve this issue. Though she reminded me that she offered me an alternate discount (buy one full price, second 15% off — that’s barely a discount, in my opinion). Clients should not be treated this way. Tatiana had a second opportunity to make this right and she continued to be unhelpful. I was very surprised to find out Tatiana is the manager of this salon. When I told her I didn’t think Paul would agree with how she is handling this situation, she replied “I am doing exactly what Paul would expect.” Again, clients both new and long time loyal clients should not be treated this way. I’m really disappointed. I won’t...

EDIT: The owner's response below is pretty disappointing. Hopefully those reading it recognize it for the red flag that it is.

I visited this salon after a dental appointment next door and decided to give it a try. I booked with Paul, hoping for a great first impression.

Unfortunately, my experience fell short. I was the first appointment of the day and Paul arrived 15 minutes late f without any communication. While I understand delays happen, it felt as though the rest of the appointment was rushed. I showed reference photos and specifically mentioned wanting a darker, natural root. However, I ended up with full highlights all the way to the root, without the soft contrast or face-framing brightness I requested.

For the haircut, I asked to keep as much length as possible while trimming any damaged ends, noting that I rarely use heat and have minimal damage. Despite this, over two inches were cut immediately, followed by a second, rushed dry cut. My hair is now shoulder-length—something I explicitly hoped to avoid.

At checkout, I was surprised to be charged for an extra bowl of product ($40) and toner gloss ($40). My hair is fine and thin, so this seemed unnecessary given I already paid for full foils. Is this to say that this salon is willing to do a full foil with no toner gloss? This should be included with upfront the full foil price and not a surprise charge at the end.

In total, I spent $480, including shampoo and conditioner that cost $73. I returned a few days later to return the products after using them twice and not liking them, only to be told that returns are not accepted—only exchanges. I wasn’t informed of this policy at the time of purchase, and I couldn’t find it posted in-store or online. Aveda’s own website states that gently used returns are accepted within 30 days. I wouldn’t have made such an expensive purchase from a new brand if I had known returns were...

For those who read my previous review, I would like to take this time to provide you with an update on the situation. This morning I received a call from the owner of the Paul Joseph Salon. Paul called to apologize and to take personal ownership of the situation that occurred between the staff and me at his Naperville salon on Saturday morning. Paul was extremely gracious and apologetic. He wanted to make things right. He had just learned of my dissatisfaction and he was extremely concerned that this incident was not brought to his immediate attention yesterday morning while I was still in the salon (Paul was there working with a client when this all transpired). Nevertheless, he continued to take ownership of the misunderstanding. Paul offered several options in hopes of resolving the problem to my satisfaction. He offered to: personally come to my home to deliver the salon service; to find another salon in my area for the service at his expense; and if I was willing to meet him at the Naperville salon at a time of my choosing, to personally perform the service. I opted to return to the salon and I met with Paul this afternoon. We discussed the issue in great detail, and I found Paul genuine and gracious. I could tell that his customer’s and my satisfaction were/are his number one priority. I’m extremely satisfied with the way Paul handled this situation. He is a man of integrity who is willing and does take full responsibility for any and all actions of his staff. I have rescheduled my future service appointments with Paul and I look forward to a positive and satisfying salon experience. Thank you Paul! You’re five...