It took me several visits in the past to get my hair lightened to my liking and in one visit it was all gone covered in this ugly dark grey/black color. Needless to say I was mortified. Thanks to Alexis and understanding what I wanted she began the process again unfortunately it will take a few visits to get back to what it was but she got it to where I could at least wear my hair down. She definitely took the time to understand and explain what would happen.