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Hello! I need some help - possibly experiencing a botched Kerasilk treatment.
I live in an extremely humid climate and to make it through the summer of 2016, I invested in a Kerasilk treatment. It was amazing. My hair was smooth and frizz-free for months. It took about 3 hours in the salon and I saw the characteristics flakes coming off my tresses - bits of old product removed by the process. It also removed leftover brown dye from my hair, leaving it quite coppery, but I didn't mind.
When it was first done, it completely changed the look and texture of my hair, making it super straight and incredibly smooth, almost like I was wearing a super fancy wig. It also locked it into a certain style that remained for sometime; even after washing and drying, it would just 'snap back'. Even my husband, who doesn't always notice hair stuff, could tell I had had something done from seeing me during a Skype chat. The difference was obvious.
Four days ago, I had another Kerasilk treatment to get me through this summer, at the same salon.
However, something seemed off from the get-go. It only took about 90 minutes. And I saw no flakes, nor a change in color. When they were done, it was smooth, but there was nothing like the total transformation that took place last year. It just looked like a nice blowout. It felt silky, but again, not in the same way I experienced previously. When I woke up one morning, part of it had flipped out while I slept, while last year, my hair was basically immobile.
Now, it's been a few days and one wash (with sulfate and sodium chloride free shampoo) and you can barely tell anything was done. It's flipping out a bit. Parts of it are getting puffy and frizzy from the humidity. It doesn't have that silken texture. It's like most of the result has been washed away.
This cost me $200 and it's only the beginning of the summer here. I'm really upset. Has anyone experienced this? Do you know what might have gone wrong?
I am going to drop by the salon, but I'm afraid they'll say 'tough luck.' :(
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My understanding is that this treatment is called different things at different salons and different salons will do different things if asked for this, with different timeframes and prices. It is very confusing. You would think this wouldn't be an issue since you went to the same salon, but it was a year ago so maybe they changed something or the person you went to this time thought you were asking for something else or they do the process differently now or they were trying something different for some reason.
Go back to the salon. Explain that you're not happy with the treatment, you had it done before at the same salon and it was a completely different process with drastically different results. Let them know that the treatment you just got basically had the shelf life of a blow out and you're not satisfied with that. I would try not to seem upset at them personally---it's totally possible they were trying something they had been told would work the same but be faster... and then it wasn't. If that's the case, you're just telling them that the new process doesn't work the same and that's something they should want to know. If they're not willing to redo it either for free or at minor cost to you (assuming the $200 you paid this time is comparable to what you paid last time---if $200 is a lot less than what you paid last time, I'd still expect some kind of courtesy discount for getting the wrong service but not for it to be totally free), speak to the manager or owner. If the manager can't/won't help you get the treatment you actually paid for, try a different salon. Yes, going somewhere else and paying all over again sucks but if this salon won't fix it, the most you can do is take your business elsewhere.
Next time make sure to ask what the treatment is, how long it takes, what to expect, etc, before starting (this isn't your fault, you had no way of knowing this could happen or that the treatment might be different at the same salon, but now that you do know make sure you ask).
Good luck. :)
