Aurelio Salon & Spa

Crossposted review.
I was in Tuesday for a hair color job and even after almost 5 hours, three stylists, and over $ 200, I’m not happy with what happened or with my hair at all, and I’ve been refused a refund.
Last week was my first visit to the salon, brought in by a Groupon for a haircut. Nicolette was great for my cut, so afterwards, I requested another appointment for a red to blonde ombré. Said she was looking forward to doing it. When I returned, before we started she informed me of the price — $ 209, because of all of the work required — while expensive and a bit more than I had anticipated, I accepted. She then consulted with at least four other stylists, but I never once suspected how badly my hair would turn out. I brought in a specific photo of what I wanted, and after 3 hours, what I got wasn’t even remotely close. I have photos from the entire process.
When I finally saw my hair in the mirror, it sent me into a panic attack. I had a strangely toned greenish brown blonde ¾ of the way up my head, and the red was only on my four inch grown out roots. When Nicolette asked me if I liked it, I said «this is completely wrong,» and she replied «well it’s not dry yet.» After she realized she messed up, she brought over two senior stylists. They said they would pull the red down, and reglaze the ends. Not one of the three stylists apologized for the unsatisfactory color.
In the end, it was 5 hours later, and while I was grateful they stayed 2 hours past closing to attempt to fix it, I still did not have what I came in for. When asked again if I liked it, I could only respond «at least it’s better than before.» The female senior stylist told me I could call if I didn’t like how it looked in the daylight. I was brought up to the front desk to pay, where all three stylists, and two others stood waiting for me. I was still charged the full $ 209, despite the fact that after two attempts I was still unhappy. Still, no one said sorry. I felt intimidated, so I signed and left.
After taking the stylists advice the next day and still unhappy I called the salon, hoping to speak to a manager and ask for a refund. The receptionist, when I informed her of the nature of my call, was the first person to apologize to me for what happened. She also said it wouldn’t be a problem. When I received a callback from a manager, she also apologized and said Aurelio prides itself on customer satisfaction. When I told her everything, she informed me that what I had asked for «was complex, and should have been done by a second element stylist from the start, not a first like Nicolette.» If this is true, why did no one tell me that when I made the appointment, or before she started?
Continually this manager told me it was «not the salon’s way» to issue refunds, but rather asked that I «give them a second chance to redeem themselves» eventually even offering to fix my hair herself. I had already given them a second chance! She also said that when she reviewed my forms I had come in for a red to blonde ombré, and «isn’t that what I left with?» If customer satisfaction is your priority, then the fact that I left with some type of red and blonde in my hair is irrelevant. What I left with does not look like an expensive salon job, and for as much as I paid, I should LOVE my hair. I left with zero trust in Aurelio, and after everything I went through I want nothing more than a refund to be able to go to a salon that can give me what I ask for, not what they deem is good enough.
I’ve been made to feel like I was in the wrong, that I chose the wrong stylist (how was I to know?), that I should be happy with what I got (don’t I get to decide that?). I’ve barely even wanted to look at myself in a mirror. I’ve never been disappointed with an experience at a salon in my life, and I can’t believe after this I’m being expected, essentially forced, to return another time, or just accept that I threw away over $ 200. I couldn’t even imagine walking into Aurelio ever again.