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| - I waited a long time to write this review because I wanted to give Texture a chance to make this right. They didn't. I am so upset at the lack of respect Texture showed for my time and for what I wanted. I spent hours talking, calling, going in multiple times, and in the end my problem was not resolved. If they had just consented to a refund like I had originally asked for, most of this could have been avoided and this review would have been different. Instead, Texture took it to a whole other level of inadequacy by wasting my time and my money. I am so disappointed. Thank you Texture for not only making me feel like a fool but making me look like one too.
Here's the story: My regular salon was all booked up, so I made an appointment on a recommendation from a friend to get a perm at Texture. Before going in, my hair was extremely healthy - not chemically treated, barely ever blow dryed, and trimmed regularly.
It took Katrina about three hours to perm my hair. She told me not to wash it for 24 hours, which having had a perm before, I knew was wrong, so I waited nearly 3 days to wash it. The day after the perm, I could tell that the curls in the back of my head were falling out. There were sections of my hair that were completely straight, and my hair was straight for 2 inches leading into my roots. It looked like a damn mess and not like I had just gotten it done the day before. Still I waited a few days before washing, hoping that it would get better. It didn't. Even though I used all the same products as I had with my previous perm, no amount of scrunching was getting the curl in the back to come back.
I called Texture a few days after my perm, told them what happened and asked for a refund. I was told by the receptionist that a manager would give me a call. Instead, Katrina called me and to take a look at my hair, maybe put a few more curlers in. We set a time for me to come in but I had no intention of letting Katrina touch my hair again.
In the meantime, I went to my regular stylist for a trim, who confirmed that the curl was uneven and strongly advised me to not let them perm it again. She said that there was a chance that my hair would break if they permed it again.
I went in to see Katrina but we didn't get past the sitting area as I told her that I wasn't comfortable having her touch my hair again. I again asked for a refund. I was again told that a manager would be giving me a call. A manager called me a few hours later and said that it was against their policy to give me a refund (a policy that I have not been able to find stated anywhere in their salon or on their website) and said that they would prefer to reperm my hair. I again asked for a refund and again said that I wasn't comfortable having anyone at the salon touch my hair. By this time my hair was a frizzy, damaged mess. Not only was it not curly but my beautiful, previously untouched hair was damaged beyond recognition. I was told that the owner would be giving me a call.
The owner did call me at about 8:30 that night, which is pretty late. She again said that it was against their policy to give me a refund and told me that they would have their "perm expert" Brina wash my hair for an evaluation. It was the only option I was given so I finally consented.
I went in to see Brina, who to her credit had unfaltering enthusiasm and some of the best customer service skills I have ever encountered. She washed my hair and confirmed that the curl was uneven and asked for the chance to make it right. During this whole time, not one person had told me, "We messed up," and she was the first person to actually say that. Citing her years of experience doing perms, Brina said that she thought my hair was healthy enough to undergo another perm to try and fix the first one. So against the advice of my regular stylist but encouraged by Brina's experience and enthusiasm, I agreed to another perm.
I went in again for another perm attempt. Three hours later, my hair was curly, soft and just the way I wanted it. Brina said she would call me in a week to check on how I was doing but I never heard from her.
Unfortunately, that's all the time it took for the perm to fall out again. I followed Brina's instructions, waiting even longer to wash my hair post-perm. While my hair is wavy, and the wave is fairly even, it's not the curl that I wanted. I can achieve that curl by using A TON of product, which should be the case months after a perm, not only a few weeks. My first perm was done at a rinky dink salon in the Dells and stayed for over two years; I hardly had to do anything except wet it and scrunch it. This time my hair is frizzy and damaged and will take years to repair. I blow dry it straight now and aside from the considerable damage, there is no trace of the two perms I had done a couple months ago. What a waste of time and money. I hope at least those reading this review can benefit from my experience and stay far away from Texture.
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