TAKE your money, WASTE your time
Update 1/19/2025: I have changed the rating to three stars. The salon director, Magdalena, reached out directly to me and we were able to resolve the issue.
1/8/2025 My 16-year-old daughter went to TSPA on Dec. 20 to have her hair highlighted. She provided a reference picture, and the student stylist assured her that the desired result could be achieved through highlighting and toning. At no time was my daughter told how long the service would be expected to take. The student was not only slow but displayed a lack of competence, nearly blowdrying my daughter’s hair with bleach still in it. After the service had been completed, my daughter’s hair looked nothing like the picture she had shown the student. The highlights were streaky, unevenly placed and looked like zebra stripes. The service up to this point had taken 6 ½ hours at which point my daughter left, declining to stay longer to get it blow dried. In her words, at that point she was “overwhelmed and overstimulated”. She was charged $185 for highlight and toner, including extra charges for toner and 2 bowls of bleach.
Per the discussion my daughter and the student had at the beginning of the appointment, this facility entered into an agreement to provide certain goods and services, and those were not provided. But this is not simply a case of a client not being happy with how their hair turned out. It became clear to me after her experience that my daughter was the victim of deceptive marketing, lack of customer service standards and “bait and switch” tactics with TSPA’s waiver. TSPA’s website page on what to expect makes a number of false claims and misrepresentations. It states that it “might take a little longer” which is a gross understatement and that “student stylists will provide you with the same level of care and detail as someone who has years of experience under their belt”. It is only upon arrival for their appointment that the client is presented with a waiver outlining that services can take 3-5 hours (still not accurate) and that they have a no-refund policy. They are using their website to lure you in, and the waiver to try and protect themselves when they provide substandard service.
On the day after the service (12/21) I called TSPA and asked for a manager to call me back regarding my concerns. Not hearing back by the end of day, I then emailed the owner, Magdalena Wozniakowski. To date, no one from TSPA has contacted me regarding this issue. On 12/27, I filed complaints with the District Attorney’s Office of Santa Clara County, the California Attorney General’s office and the Better Business Bureau. Today I reached out to the TSPA corporate office to raise this issue.