Complaint Review: Salon Safar - New York New York

Seeing other comments on this establishment prompted me to write my own report on SALON SAFAR. I have had fantastic haircuts there. Susana Collet is a phenomenal stylist, and from what I witnessed (from eavesdropping, mainly!), she is not anywhere near as pushy as several of the other stylists there.

I knew I would be "encouraged" to buy additional services with this promotion, and I expected her to try to upsell. I got a color rinse, after discussing my budget with her, and I found her fair, reasonable, attentive, and very able. My second visit with her proved her merit - she remembered my first visit, months earlier.

A few months after that second appointment, I was approached (in the concourse at Rockefeller Center) to buy this promotion again. I told the woman selling the promotion that I'd love to, but I was already a client at Salon Safar, and I know that this promotion is only available for new clients.

"Oh, no!" she said. "Anyone can use it!"

I looked at her skeptically, anD asked to see the conditions. I pointed out to her where it said "Valid to new clients only. No exceptions." She smiled and told me that didn't apply, and I could of course buy another promotion. Her supervisor came over and also told me the same thing, and I stupidly believed them.

I bought the promotion again, and called the Salon a few weeks later. I told them that I was a returning customer and I had a promotional package to use. They did not tell me this would be a problem. I made an appointment with Ms. Collet.

My haircut was, once again, lovely, but when I presented my promotional coupon to reception, they squawked. I was informed that since I was a returning customer, according to the printed conditions, I could not use this promotion. I told them, patiently, that I had pointed that out to the promotional company, and was informed that would not be a problem. Their response? "We are not affiliated with the promotional company."

When I asked them why I wasn't informed of this potential problem when I made the appointment for the haircut, they feigned ignorance.

Ms. Collet did give me a discount on the haircut, which was very fair of her, considering that none of this was her fault. And after a mini-argument, the receptionist did give me the number of the company selling the coupons, NYC Promotions (212-452-3076 - since disconnected).

I called this number repeatedly, leaving numerous messages. I had little hope of a refund, as the conditions also say "no refunds," but I wanted to lodge a complaint and voice my displeasure.

The fourth time I called, the phone was answered "Salon Safar." I was puzzled, as I had not called the salon's number, but rather NYC Promotions, which, according to the Salon, was not affiliated with Salon Safar. I told them I was trying to reach NYC Promotions, and after an awkward exchange, was told the promotional company would be at the Salon's offices the next day from 10 to 10:30.

I called during that time, twice - once got no answer, once was told I would be called back. Of course, I wasn't. The next time I called that number, it was out of service.

The fact that I am partly to blame for this event does little to mitigate my annoyance. It seems to me that the "promotional company" can make any sorts of claims they want, as a) the Salon can easily refute them and say that they are not affiliated with the promotional company (although they must be, since they are selling the promotion together), and b) it is impossible to reach the promotional company to discuss this matter.

What makes me most sad is that Ms. Collet will undoubtedly lose business from these practices. She is very talented, and very sweet, and I wish I wasn't so disgusted by the salon that I could continue to give her my business.

I am debating whether or not to complain formally to the state attorney general. I am very interested in hearing if something similar has happened to others.

Susan

New York, New York

U.S.A.