Roots Salon

BOTCHED!! Unless you want a "layer cleanup" to turn into having half your hair chopped off, maybe rethink Roots. I want to share my experience in hopes of saving someone else from dealing with what I have recently. The pictures speak for themselves, but in order to protect Roots from claiming that “they did all they could” I will provide the full story. A few weeks ago, I went in for a highlight and haircut appointment. After my highlights were done, I was placed with a new stylist since mine was busy with another client. When I was handed off to the stylist who would be doing my haircut, I was not informed of her lack of experience. I simply asked for layer cleanup and trim. I am getting married in 5 months, so it was important for me to keep the length I had been growing out for well over a year. Since I had been a client here for a year, they were well aware of my upcoming wedding. What happened next still blows my mind and I don’t know how it went so wrong. They placed me with the inexperienced stylist and she started in the back. I couldn’t see what was happening. No one was checking on us throughout this until it was too late. She did not stop cutting to ask for help even though there were 5 other stylists in the salon at that time. Next thing I knew, I was surrounded by two different stylists (the one who did the damaging cutting just disappeared) telling me that a mistake had been made. They showed me the mirror and I broke into tears immediately because my hair was ruined. The one thing I requested was to keep length due to my upcoming wedding, and they couldn’t even do that right. The other stylists showed me what happened and told me that the only solution would be to get extensions. I have never had extensions but I agreed and they offered to help. They set me up for a consultation the next day at their Brookfield location. They set up the consult and tried to charge me for the color service I received! I was in tears at the front desk because they cut off half of my hair and tried to make me pay for the color. I refused. Next day I went to Brookfield and the extensions they offered were keratin fusion. I wasn’t sure what this would mean for my natural hair, so after a little research, I quickly learned that this kind of extension binds to your natural hair and when it is removed, it will cause serious damage to the integrity of the natural hair. I was already nervous to allow them to try to fix this issue but wanted to give them a chance to make it right. The kind they offered me would have expensive maintenance and would damage my natural hair - I opted out of having them provide the extensions. These would not have lasted until my wedding since there is no way to move them up, so clearly they had zero forethought with this offered “solution.” I thanked the stylist at Brookfield for offering and said I wasn’t comfortable with this product being put in my hair. She gave me the contact details for the owner and manager and I said I would be reaching out to them as I expected to be reimbursed for the extensions I would need to get elsewhere. The manager of the OC location emailed me to apologize for what happened, but said if I refused to have it fixed by a Roots employee, they would not help with the cost. After I had extensions put in a few days ago by a stylist elsewhere who specializes in invisible bead extensions (no damage to natural hair and less expensive maintenance), I sent them the receipt and asked if they could help. Their reply to this blew me away. They apologized again for what had happened, but then said they would not pay and called me out for not paying for the color services the first night after they ruined my hair. I am thoroughly disappointed and frustrated by this experience. They could not manage a simple haircut and their only solution was to offer me something that would damage my natural hair and not even last until my wedding. They also tried to charge me while I was in tears after they had botched this haircut so badly. Stay far, far away from any Roots Salon.