Gloss Hair Studio — Local services in Poway

The original review is attached below as a picture, as the reply had far exceeded the word limit. Please read the first review before reading my response to the owner's reply.

REPLY TO CYRENA (OWNER) I have brown hair. I asked for highlights and lowlights. It is supposed to stay brown with a little gold in it. This is especially true as I have shown you pictures of highlights that I’ve gotten done in the past. You (Cyrena) and Jaelyn have admitted, after seeing me after the botched highlights that Diana did for me, that Dianna applied the wrong color. Additionally, you went to Diana to ask what color she put in my hair so that you could fix it. If you yourself forgot, I would suggest you ask Jaelyn.

You wrote: “Brown hair, by nature, contains warmth — that isn’t a ‘mistake,’ it’s science.”

I have attached what my old highlights and lowlights looked like before coming to you (the same pictures that I provided to all of you when I asked for these highlights). I have also attached the highlights and lowlights you ended up giving me (both the blonde and brassy red botch). You are right, this is a matter of science, and you have shown that you lack the knowledge for such science.

You wrote: “…despite arriving unhappy with work from a previous stylist (who, by your own admission, ‘fired’ you).”

I was incredibly happy with my old hair stylist. She was with me for more than 17 years. However, I had to find someone else because she moved too far from me. I am not sure where you received the notion that she “fired” me. I would prefer that we both be completely honest in this exchange and not fabricate stories.

You wrote: “You received multiple discounted and free appointments…” & “Our records show every charge was transparent and authorized. We’ve since provided all receipts and documentation to the card company to resolve your repeated disputes, which were rightfully denied.”

Speaking of lying, I have the receipts for every single of one those “free” appointments. None of them were free. The word “free” was never ever uttered, nor was it enforced. Attached are the receipts in question. The bank denied my money for the botched services. That was what was denied. This is because the bank does not care whether or not one receives what they asked for, only whether the transaction is fraudulent. They were not fraudulent, as I signed each and every one of them. Instead of signing, I could have escalated the situation, as you made me pay for a service that should not have gone wrong in the first place (especially when the “fix” only made things worse), but I didn’t. I’m not the kind of person to scream and yell for reimbursement when things go wrong.

With all of this said, I did not write my review and this reply because of the money. This is about how you treat your customers.

You wrote: “At Gloss, we believe in honesty, professionalism, and education. We stand by our work, our team, and the hundreds of happy clients who trust us every day.”

As showcased in this reply: You are far from honest, your professionalism leaves much to be desired, and you most certainly do not stand by your work. I hope that with my review, and this reply, that at least one person will think twice before making the same mistake I had made walking through your doors.

Instead of replying with lies and excuses, I believe a lesson in humility and integrity would...

Updated review: Editing to explain a few instances that have happened since my haircut. First off, want to say Serena and Diana are both amazing and would recommend them anytime! The customer service though is horrible. About a year ago, I scheduled an appointment for a blowout. I came in, someone started my blowout but needed to take over someone else’s appointment so another person finished my blowout. This person had no clue what she was doing, my hair turned out horrible, they still charged me and gave me a free hair oil as a “sorry” and I went home crying about how awful it looked. Fast forward a year later, I thought I’d give them another chance. I scheduled a blowout again and a few days before, I was trying to cancel because I didn’t want to leave upset again if something like that happened again. It was before the 48 hour cancellation policy. I called 4 times, left a voicemail, sent a text, and attempted to cancel online but conveniently enough, they don’t have an option to cancel online. So today, the day before my scheduled blowout, they texted me saying they can cancel but would have to charge me. I explained that I called 4 times and they said “we’re closed on Mondays as noted on our website” and are continuing with the cancellation fee. I’ve overall had a horrible experience here besides my haircut with Serena (who I’d highly recommend) and would just overall never recommend this salon to anyone.

Previous review: Everyone was so kind. I had my haircut done by Serena and she was sooo sweet and did an amazing job! I'm in love with my hair. Overall such a great experience and I'll definitely keep coming back. Thank...

I went into Gloss for a hair glaze + blowout. Over the phone when I made the appointment, the receptionist confirmed the price would be $80 for both services. I thought the price wasn't too bad (though quite a bit higher than my salon on the east coast). I didn't need a blowout but since the price was doable, I thought okay, why not treat myself? I went into the salon, and Cheyenne did a great job on both my glaze and blowout. She was respectful, professional, had a gentle touch, and was quick to do the job. When I finished and was checking out, the receptionist told me I owed $105 for both the glaze and blowout ($40 for the glaze, $65 for the blowout). I let her know that when I made the appointment, the receptionist I spoke with over the phone had confirmed that the price would be $80 and if I knew that it would cost me any more than that, I most definitely would NOT have gotten the blowout (a $65 blowout is just ridiculous - I've NEVER paid more than $45 for a blowout). The salon would not budge and said that the receptionist on the phone should've let me know that the $80 price she'd given me was the STARTING price and that the cost of both services could end up being more. The salon owner took $10 off and brought my total to $95 (still $15 more than the price they originally quoted me). I was disappointed by the way they handled this situation. If they had just told me the price from the get-go or when I came in, upon observing my hair, felt that they'd need to charge me more and just communicated that to me openly and honestly, I would've been okay with it, but they did not. For these reasons, I give a...