Trademark Salon | Hair Extension Salon

Very disappointing experience with Sal. I had booked a balayage, gray coverage, keratin treatment, and haircut well in advance to allow sufficient time for all services. At first, I was going to accept the result, but upon further inspection, and after realizing no mirror was provided to view the back or sides of my hair, as is standard in other salons, I found that the outcome markedly differs from the agreed service and reflects poor application. Approximately 95% of my service was performed by the assistant, Charity—this is not an exaggeration. I paid a premium to book with a specific stylist, yet he barely worked on my hair. Several other reviews mention a “revolving door” atmosphere, where the focus seems to be on moving through as many clients as possible rather than providing attentive service. Unfortunately, that was my experience as well, as much of the service was not even performed by the stylist I booked. For starters, the gray coverage color was applied by assistant Charity and left visible dye on my hairline and forehead. I specifically asked for a cool-toned, very subtle balayage and provided reference photos. Sal only briefly stepped in to perform the balayage, which was done messily using foils. The result was not subtle and left me with noticeable orange streaks that do not resemble what I requested. I was vocal that my wedding is in 2 weeks, and now I’m left looking botched. The keratin treatment was also poorly executed. It was mostly applied by Charity, and proper technique was not followed—there was no careful sectioning or brushwork, and excess product was not removed. The blow-dry was done without a brush, using only hands, and my hair was still damp in the back before flat ironing began. Charity also completed all of the straightening, with uneven and inconsistent passes, especially at the roots where my hair is naturally the frizziest. When it came to the haircut, Sal returned for less than a minute, barely trimmed my hair, and did not follow the reference photos I provided. Overall, the service felt rushed, poorly executed, and not aligned with what I booked or paid for. It was a waste of my time and money. I attempted to resolve this by calling the salon shortly after leaving when the end result became more apparent upon inspection and was told the stylist would call me back within a few minutes. After waiting with no response, I called again and was rudely hung up on by a staff member without being allowed to speak. He just talked over me, in a raised voice offering sarcastic apologies, and hung up on me. When I was eventually contacted, I was told by the owner Carlos that no partial refund would be offered unless I returned for a correction. I do not live in the area and, given this experience, do not feel comfortable returning. When I expressed that to the owner, he still refused to offer a refund. Instead, he patronizingly said to me to “talk this out like adults.” Sal, on the other hand, did not even have the decency to call me back like he said he would. Plus, the correction, which is to tone the hair, is just a "band-aid" for a bad foundation that was done. While it shifts the tone, it cannot fix the "bad lift," such as the patchy sections and uneven bands. Additionally, a correction is not a reasonable solution in this situation. Keratin treatments require a waiting period before applying additional chemical services, making an immediate correction impractical. Did you think of that, Carlos? I leave for my wedding in 9 days, which does not allow sufficient time to safely correct the issues caused by this service. I have posted photos of the reference image I showed versus the result I received. The orange streaking is even more noticeable in person and in natural light. I was treated disrespectfully and spoken down to by several staff members. There is a clear need for improvement in overall technique, service recovery and basic courtesy.

I was really looking forward to my appointment because I was excited about making a big change from blonde to dark brown. Unfortunately, my experience was disappointing. I initially paid for a hair consultation, with the understanding that the consultation fee would be credited toward my service, but I did not receive that credit. During the appointment, I noticed that the color had not been fully applied, and my natural hair color was still very noticeable in the front. The result looked uneven and, honestly, quite strange. I understand that time was limited and that my stylist had other appointments, but I don’t think that should be a reason for a client to leave the salon with an unfinished-looking result. What disappointed me most was that the stylist seemed to know the job was not quite right, yet no solution was offered. I would have appreciated at least being offered a toner or another appointment to correct the color. As a professional, I believe it’s important to make sure a client is comfortable and happy with the result before they leave. I called many times to speak with the stylist or manager, but no one answered the phone. I really wanted to love the experience and the new color, but unfortunately, I left feeling disappointed. I hope the salon can take this feedback seriously and improve communication and follow-up when a service cannot be completed properly within the scheduled time.

***Revised***I originally left a review because I felt this situation was handled poorly. After reading the owner’s public response, I feel even more strongly about sharing my experience. The owner focused heavily on whether my appointment was booked the day before or the same day. If my recollection of the exact timeline was off by a day, I acknowledge that. At the time, I was traveling for work and coordinating appointments through my sister, who was calling multiple salons on my behalf while I was in transit. However, that was never the point. My concern was the lack of flexibility and customer care shown throughout the situation. Businesses have every right to enforce their policies. Customers also have every right to decide whether they feel valued when something goes wrong. Frankly, I found the owner’s response far more concerning than the original dispute itself. The decision to publicly disclose extensive details about my appointment history, billing dispute, consultation, and private interactions felt unnecessarily personal, deeply unprofessional, and completely inappropriate for a public business review. Readers can draw their own conclusions. Personally, the owner’s response spoke far louder than my review ever could, and I will not be returning or recommending this business. Original Review: I understand salons have cancellation and no-show policies, and I accepted responsibility for missing a same-day appointment due to an unexpected work obligation. However, after not visiting the salon for over 52 weeks, I had completely forgotten they still had my card on file. I was surprised to learn I had been charged $117 for a same-day appointment, especially since there was no opportunity to provide 48 hours’ notice on a same-day booking. As a returning customer after more than a year, I believe it would have been reasonable for the reservationist to clearly communicate that a same-day no-show would result in an immediate charge of over $100. A simple reminder at the time of booking could have avoided this entire situation. What I find most unacceptable is being told the charge would remain as a credit that could be applied toward future services, only to later be told I could no longer be serviced by the salon. If a business decides it no longer wishes to have someone as a client, that is its right. However, keeping a customer’s money as a service credit while simultaneously refusing to provide services raises serious concerns about fairness and communication. Very poor business practice by Tim, the owner. The communication was inconsistent, the handling of this situation was disappointing, and it is not how I would expect a returning customer to be treated.

Alex really took his time in our consult understanding my vision and communicating his action plan and what was required to create the outcome I wanted. I loved the explanation of the products he used, and simple instructions on how to best recreate my style on my own. Alex is my new hairstylist, and I’m already looking forward to my next visit.

Honestly Alex was absolutely amazing. I’ve never had such an experience where I was educated so much about my hair and how to style it the way I want. He truly does do magic and brought me back to life with the haircut we went with and I felt so alive. His professionalism, likable personality, and education truly makes him a gem. Thank you sm Alex!!