1 /5 kamya kandhari: I’m writing to share my deeply disappointing experience at Modern Muse Salon on Thursday, November 7th. I’ve been getting my hair done for about 10-12 years, but I’ve never had such a terrible experience before in my life (specifically because of the attitude and mistreatment I received from the salon owner and stylist). I decided to try this new place since my go-to stylist unfortunately moved out of town, but I highly regret my decision.
I originally booked a balayage service, but due to delay at work and unexpected traffic, I arrived late. I communicated my delay in advance and agreed with the stylist to proceed with a mini color service to address my grey hairs, as suggested by the stylist.
I opted for the grey coverage service because I had an important event the next day, and I explicitly communicated this before my appointment. I scheduled my visit after office hours specifically to have my hair ready for the event. However, after spending a significant amount of time explaining why balayage wasn’t an option that day, I was still hopeful that the color service would address my primary concern of grey coverage. Despite spending 30-40 minutes explaining why balayage wouldn’t be suitable, which I understood and accepted, not even a fraction of that time was dedicated to explaining how grey coverage would work. I specifically requested a solution for my grey coverage, but that request was not addressed. The pictures I’ve attached were taken the very next day, showing the noticeable greys that were left uncovered.
The most frustrating part of my experience was interacting with the salon owner and stylist during my follow-up appointment. Instead of addressing my concerns, they became defensive and dismissive of my feedback, making the situation more tense. Despite an email exchange where the owner agreed to apply a partial credit toward my next service to rectify the situation, when I arrived for the follow-up appointment, the owner and stylist argued that the initial service had been done correctly. There was no acceptance of the fact that my grey coverage was insufficient, and instead of offering a resolution, my service was outright refused. Sharing honest feedback shouldn’t be met with hostility, yet that’s exactly what I experienced.
At that point, I had already been expecting the balayage to address my concerns, but the poor treatment and refusal of service left me incredibly frustrated. The experience seemed more focused on upselling services than on genuinely addressing customer needs.
I always refrain from posting anything negative online because I believe in resolving matters amicably, which I definitely tried via email. However, it seems it was hard for them to take that feedback and work toward a solution. I am now seeking a full refund for the service I paid for, which was not delivered to a satisfactory standard.
This experience has left me thoroughly disappointed, and I hope this feedback encourages the salon to prioritize customer service and professionalism moving forward.
