Hair Liberation — Local services in Town of Somers

I had the worst customer service experience at this salon and that is the primary reason for my one star review. Let me be clear. The overall service was not a one star, but based on how this situation was handled, I would gladly tell all of my local friends to steer clear of this establishment. This was a repeat visit for me to the salon and stylist. I had asked for a color technique that I had not received at this salon before, but have gotten many times previously. I left the salon happy with my services, had given a generous tip, and enjoyed a nice camaraderie during my time there with the young stylist. However, after going home and looking more closely, I noticed that some aspects of my service were to my disliking. I'm sure this is nothing unusual to happen from time to time. I assumed the salon would want to do right by their clients and want to know if they were dissatisfied with something. This was not the case. I had the called the salon and politely explained that, although I received the color service that I had asked for, this did not turn out as I had hoped and would like to come back in to have it adjusted. My request was met by rudeness from the stylist (my saying, "I can explain what I am disliking from the pictures that I took" was met with, "I have my own pictures", "this is why I asked you when you were here if this is what you wanted", and explaining to me the nature of services that I have received multiple times over the years from other stylists, but that I felt was not executed the right way this time. I felt that overall being pleased with the services, I did not think it fair to ask for a refund, just to fix what was not done to my liking which would be a minor service (maybe a glaze and a couple of foils) compared to the total cost of my services. I was then told I would have to pay for correction. Let's pause there. I paid full price for something I am dissatisfied with. I am not asking for any refund or special treatment, anything other than the salon to make good on their services. Most salons would have the clients return (if request was made within a reasonable time frame) to understand their dissatisfaction and fix things, rather than ask the customer to pay to correct a service without understanding if possibly the stylist made an error, and potentially lose a customer. I was not given this courtesy. To be honest, if my concerns were met with even the slightest bit of respect I would have probably paid to have the correction done, but sadly this didn't happen. At this point I am on edge, and the manager came on the phone. I was not greeted with any kind of attempt to help or listen, but instead was told as he spoke over me that, "we see people like you all the time who go home and decide they are unhappy". That enough should be a warning sign to all to steer clear of this salon. When I tried to further explain that I did ask for this type of highlight but I do not think it was properly blended and not to my liking I was met with, "Did you go to beauty school?" Unbelievable and appalling. I don't need to have gone to culinary school to know what I'm tasting is something I don't like, and the same goes for this. A customer should be allowed to express dissatisfaction in a polite way and be heard and responded to in kind. Maybe being a newer stylist, being humble and learning from your customers would go a long way (even if you personally think things were done to perfection, if the customer is respectful in expressing their concerns you should try and do right by them.) I would also consider hiring a manager who knows how to diffuse instead of escalate situations. This is really a shame that a local business would rather lose a current local customer and business referrals than just make the situation right. Attached is the picture no one...

If I could give this place 0 stars, I would. Worst customer service I’ve ever experienced. Went for a cut and clarify and ended up leaving with a waxy mess.

I followed Lauren to this salon after the salon I was going to closed suddenly, and I don’t really get my hair done too often. I have been friends with Lauren for years and have been getting my hair cut by her employer and her previously. I went for my routine cut and clarifying treatment, as I have dirty-blond hair. Everything seemed fine after the service until that same night. I went home, showered per usual, and when I was doing my hair, the left side of my head had become a big clumped mess. It feels like someone poured wax in my hair, and it’s just stuck to the strands. I don’t use any products, style my hair, or apply any treatments to the top of my head, so this literally made no sense to me. I texted Lauren (again, a close friend for many years) videos and photos, trying to figure out what exactly is going on. Lauren proceeded to tell me that essentially, ‘I’m not washing the shampoo out of my hair correctly’ ????. I’ve had long hair for 15+ years; that’s not even a possibility. I wash my hair every day for the next week, per usual, the clump is still, every day, on the same section of hair, no matter how well I ‘washed my hair’. I reached out to Lauren again, hoping for answers. She proceeds to tell me that my only option was to either come in and pay AGAIN for the treatment I just got done, or wash my hair better. I’m sure anyone reading this would think the same thing I’m thinking. Why would I pay for something I was supposed to get done the first time? When I’m not happy with either option, she proceeds to tell me that since I’m ’questioning her skill set’ that she would not like me to be her client anymore (again, supposed friend for many years). Am I supposed to sit here and agree with everything she’s saying with a clump on the side of my head? Mind you, Lauren and Hair Liberation have taken countless photos and videos of my hair and have used them on their social media sites to promote their work. As soon as I have the smallest problem, no one can seem to help me. It really shows where their priorities lie. I’m going insane at this point, so I get a second opinion from another salon, and they are baffled at the way this was handled, as Lauren refused to answer questions I have about the treatment she did to my hair. They detox my hair and blow dry, and proceed to tell me that whatever is in my hair is stuck and that no amount of ‘washing my hair’ would even get this out. It took about 2 weeks to get a hold of the owner of the salon, who proceeded to call me on a no-caller ID number. This raises red flags for me. If she has nothing to hide or be responsible for, why go through these lengths? She proceeds to tell me that I’ve been so stressed that it created a clump in my hair. What type of expert opinion is this from a certified cosmetologist? When I told her I was, in fact, not stressed, she started gaslighting me, saying I need to go to the DERMATOLOGIST to get my scalp checked. The clump isn’t even near my scalp, and last time I checked, the dermatologist is for skin issues, which I do not have. I appreciate that she apologized and offered a refund, as I’m not happy with the service provided. As of now, it’s been 2 months, and I still have the clump on the side of my head, having to go to a different salon to slowly remove it without damaging my hair. Thank god I have the means to fix this, but please let this be a warning to anyone wanting to go here.

Below I’ve posted them using me for content and the state my hair has been in for 2+ months, I miss my...

I can’t say enough amazing things about Lauren Bassani! I’ve been going to her for years and even followed her from her previous salon to Hair Liberation — because when you find someone like her, you never let them go! She truly knows her craft and always takes the time to listen to exactly what you want. Whether I’m asking for a totally new look (like going darker right after she’s had me perfectly blonde for years 😂), going even more blonde, or just a little refresh, she’s always down — and somehow nails it every. single. time.

And can we talk about how effortlessly my hair grows out? No harsh lines, no awkward stages — just seamless, beautiful color every time, no matter how blonde I go.

Before Lauren, my hair was always fried and never seemed to grow. She completely turned that around! My hair has never been healthier, shinier, or stronger, and I’ve never felt more confident leaving a salon chair. She genuinely cares about her clients, makes you feel heard, and pours her heart into everything she does.

On top of all that, Lauren is just an amazing person. She’s not just my hairstylist — she’s become a true friend who makes every appointment feel like a fun catch-up session. If you’re looking for someone who will make your hair dreams come true and make you feel beautiful inside and out, Lauren is definitely your girl!

I’ve attached a couple pictures of her...