SmartStyle

On 8/22/2022 Amber Knight sent a text message advising that Aretha Larry will be handling our complaint. I sent a email to Aretha Larry on 8/23/2022 and cc Amber Knight and still have not heard from anyone. Amber knight also advised that she forwarded the photos, receipt to Aretha Larry. The letter is listed below. We are frustrated and want a response.

Aretha Larry,

Amber Knight informed that she forwarded our information/photos to you to help us with our complaint. My ex-husband and I took our kids, an 11-year-old boy and an 8-year-old girl in to Smart Style to get haircuts on August 9, 2022, around 6pm. Denice, the manager, was very unpleasant, had a bad attitude throughout our time there.

I wanted my son’s hair cut the same way that a previous Smart Style hairstylist did in June. The lady that completed the hair cut for my son recommend that I take a photo for the next person, so I did. When I showed the photo to Denice and tried to explain how I wanted his hair, she snapped saying “she knows how to do a line”.

Denice saw that our daughter’s hair had some tangles and said that there would be an extra charge for this. We are fine with an extra charge but were not told how much this charge was. She, also, seemed annoyed by the tangles. Honestly, she seemed annoyed to be there and have to deal with more customers when she just wanted the day to be over. That’s the feeling we go throughout this experience.

She was short with other customers as well who came in and asked for haircuts. She did tell us when we came in that there was one appointment scheduled, so when he came in, she did cut his hair. When one of these other customers came in, Denice, while working on my son, rudely and loudly said they did not know how long it was going to be because they had to get out tangles. Several more customers came in and each time she seemed more annoyed and behaved rudely towards these potential customers. When the last one came in, she gave her rude response and then walked over and shoved the security door, so there was only a small opening left. Even this action was with more force than necessary and seemed to be yet another indication of her displeasure.

At the end of my son’s haircut and in front of me, my son reached to remove the small towel around his neck when Denice smacked his hands away telling him he needed to be more patient. She gave me a side glance to see if I noticed what she did. When she saw me watching, she quickly looked back toward my son and started wiping off the extra hair from his neck like it was not a big deal.

When the kid’s dad (Tim) paid the bill, he asked Kallie for a breakdown of the extra charges before he paid. Denice, from her chair, rudely interjected and said we could see it on the receipt. We were not told that the cost to get tangles out was almost twice the cost for haircuts (Removal & Detangle). Denice also had Kallie charge for long hair which again we were not told what the cost of this extra charge.

Our daughter is 8. While she has long hair, she has a small head when compared to an adult. The kids haircuts after $2 off were roughly $15 each. To us, charging an extra THREE haircuts for our daughter’s long and somewhat tangled hair is ludicrous and, at that point, it felt punitive like she was charging us based on her annoyance with us. If we would have known the amounts, we would have come another day after taking care of the tangles. Also, Kallie is the hairstylist that worked on our daughter’s hair, but the larger tip shows it went to Denice.

When discussing with Amber Knight she advised the cost is for a certain time and included a shampoo. Amber wanted to confirm our check in among other things, but we have not heard back yet. Neither our daughter nor our son got a shampoo. Based on our recollection, we were there for an hour.

My daughter got her haircut most recently in June and many times previously. She’s never been charged all these extra fees. In fact, we used to travel all over the country, and we have looked to and used SmartStyle frequently for haircuts.

Denice was extremely rude, unprofessional, and should never put her hands on anyone in an aggressive manner, especially a child. Our son is 11 years old and asked afterwards why the lady hit him. The haircut Denice provided was horrible and unfinished. We took photos and sent to Amber Knight. I also, sent photos to Amber Knight what the Smartstyle rep did in June on how his hair should have looked.

Denice called my ex-husband on 8/22 and said she had come across our complaint about our son’s hair. She apologized for his hair and offered to correct it. Nothing was said about anything else, so we’re not sure how she was notified of this or why two weeks later she decided there was something to correct. He told Denice we had taken him elsewhere to get it fixed and ended the call.

We would like a screen shot, photo of when we checked in on 8/9/2022 and we would like to request a copy of the camera recording while we were at Smartstyle. We would like a refund for our son’s hair and a partial refund for length add on and tangler, including the tip on those charges. Unfortunately, this incident will stay with us and you have lost us as customers.

Thank You,

Renee Hernandez

Tim Gallatin

[protected]@gmail.com

tg.[protected]@hotmail.com

photo image 0, 3365, 3366 is how my sons hair should have looked and what the last smartstyle rep did in June and told me to show the next stylist.

After multiple text messages from the manager of the Owasso Smartstyle Amber Knight on 8/2/2022 she advised due to unforeseen events she has to take a leave and said that she forwarded our information to director Aretha Larry who will be assisting going forward and provided email [protected]@gmail.com. *****WE HAVE NOT HEARD FROM ARETHA or anyone else. This is such horrible customer service!