Saturday, August 10, 2013

A Disappointment: Studio Fix Salon by Alex Carbonell

This is a copy of my complaint letter addressed to Studio Fix Salon. ​

On Aug 5 and 6, ​I emailed this letter to both studiofix@fixsalon.com and bench@benchtm.com (my mail to the former - which is the official email of the salon on the company card - bounced back twice, and I received no reply from the latter) and messaged the facebook pages of Bench Fix Community, Studio Fix Salon by Alex Carbonell, and copied L'Oreal Professionel Philippines about this issue​. No one has gotten back to me yet. I have not called the phone line (+632 5013062 / +632 501 3064 / mobile +639275767698) since I am in Australia and cannot afford to pay the charges I may incur for filing a complaint. 

I've decided to post my letter here, in the hope that I can get a response about my complaint, and also to inform the readers about the disappointing experience. ​While I understand that it's possible that the Studio Fix team has probably not read my letter yet, I think it's plain annoying that I can't get in touch with anyone about it even if there are so many channels for communication available online. 

Bottom line?​ My hair sucks right now and I'm mightily pissed about it.  

(Oh, I'm Tracy --- Dawn's, uh, real sister).

- - -

Unedited, under sunlight. Horrible, huh?


Studio Fix Salon by Alex Carbonell 
G​reenbelt 5 

Hello, 

My name is Tracy, and I am writing to you about my experience in your salon, and hopefully you can do something about my concern. 

On July 28 2013 (Sunday), I went to your salon at 12nn for steambond, full color, and haircut. I left the place at around 7 pm. The persons who serviced me are Hermes, Lovely, and Eman. I paid PhP 11, 850 for everything. 

History: I had my steambond last February before I left for Australia as part of the L'oreal launch. I blogged about the experience in my sister's site and gave a splendid review. Hermes told me that my blog entry led to more people to try his service at Studio Fix and promoted your salon. 


Since I went on vacation last month, I decided to get my hair done again. However, the result's a disaster. Even the previously uncolored and unrebonded parts are now horrible. The ends are very dry - to think I've had more than 3 inches cut off when I went to Studio Fix! And even if the color is darker now, my hair still looks very damaged. I have been using the Schwarzkopf Ultimate Elixir Line to repair the damage this entire week, but to no avail.


Please see the pictures of my hair, all taken in sunlight --- straw-like, very dry, scratchy, and rough. This is after shampooing, conditioning, and using the mask and the elixir. 




My hair is very thick and frankly not in a very good condition when I started. But I think it is in an even worse state now --- too overprocessed. It's quite upsetting. I find it very difficult to style. 

While I think the service is great (Hermes, Lovely, and Eman are really caring and nice), I'm really disappointed with the result. I am now back in Australia, and will return to the Philippines December 23. 

I hope you can offer a response to this, especially since I have paid a lot of money and trusted your team that the results will be good. I also want to keep our blog readers' trust by being honest about the service. 

Looking forward to your reply. 

Thank you, 
Tracy

UPDATE! -- The issue has been resolved! Read all about it here:
http://peachypinksisters.blogspot.com/2014/01/a-fair-and-generous-fix.html

5 comments:

  1. I can imagine how difficult it is to live with that texture... the last time I had my hair like that was before the advent of rebonding when I used to undergo what I now refer to as sosa-straightening since lye was the primary ingredient used. Rebonding done wrong can also yield similar results though. I hope they can make it up to you somehow.

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  2. OMG!!! You paid for almost 12K then that's what happen to your hair, that was horrible :(

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  3. Thanks, I do hope they do something about it. The reason I went for Steam Bond (despite the hefty price tag) was because the result last February was very good, as in gorgeous hair. But I guess just one glitch, everything can go wrong nga... I don't know if they left the formula too long, or if the straightening technique's messed up, or something --- basta, nakakainis. Hay. It makes me sad giving such a negative review based on the result, when the people who did the service were really nice pa naman to talk to and deal with. Sigh.

    - Tracy

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  4. just curious, has it been resolved? btw, how's your hair's texture for the moment?i was going to suggest treating it with olive oil/ almond oil and then using olive oil shampoo (like palmers) and argan creme conditioners (my hair went through a super dry phase) . you can also rinse it with an organic rinse before using t he olive oil things...

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  5. Hi Shella, my sis, Trace is currently in Australia and isn't active in blogging but the issue with this salon wasn't resolved. Her hair is doing much better now though. i forgot what products she used but I believe she does use palmers. :)

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