Consumer complaint received 2022-08-20
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
As for the first thing that went wrong, I was at the wrong location per the stylist website. Though a confirmation was sent via text. Due to the fact, I was traveling a distance to reach the stylist and most communication was either email or text. On a positive note, the stylist did offer to pick up XXXX as she would not be there until the appointment time as I was early. 
To be one hundred percent transparent, my appointment itself cost {$1000.00}, the hair cost {$750.00} approximately and the travel costs and tollways. Yes, I realize XXXX XXXX XXXX is a celebrity stylist and the fact. With all that is mentioned, my expectations are going to be higher ( as I am paying {$1000.00} for a service ) i.e., the equipment used, location of facility and lastly the presentation of the facility. In this day and time, I am sure you agree that cleanliness is above godliness. As for equipment used, the steamer used did not make any difference, but I believe that contribution to this was the noise as if the machine was choking from not having enough water. ( As if it was gasping for air ) Again this is business and if you are charging {$1000.00} for locs of course I would expect amenities to accommodate this type of expense. In comparison, the same would be if you go to a XXXX XXXX and pay {$200.00} as opposed to XXXX and pay {$75.00}. 
To be perfectly honest, I have no idea what I did wrong in this scenario to end up with this outcome. ( Being my hair looking like trash and it is only four days old. ) So, XXXX was diligent with her work and genuinely nice. That was not the problem. The way my hair looked was the issue. I ( again ) what more explanation do I need if I want the XXXX XXXX and go the person who did the look for a referral. I show a picture once I am there and explained that I want the poetic justice size locs. I did not know exact size but once I made this clear. I was so happy to finally get my hair like XXXX XXXX XXXX XXXX. I had been looking forward to getting my hair like this for FOUR YEARS since 2018. I asked XXXX " Why is it flat? '' It does not look full. Then, the finished look was hard looking and was more like XXXX XXXX look. It did not look feminine at all. Again, it did not look like the picture. I wanted a soft loc like a ring curl smooth look. I noticed XXXX was making the loc look rugged I just assumed this was the layer before and she finished it at the end as a top layer. Keeping in mind, I had no idea what the process looks like for locs. I TRUSTED THAT XXXX WAS aware of my desired outcome. Unfortunately, I was sadly mistaken. Quite honestly, this puzzles me as I wanted the same thing in which I consulted with her and bought a picture. 
Once I brought it to her attention that this was not the look, and I will have to have this taken out as I can not be on XXXX  calls as a professional looking like this. As an afterthought, she added the hair which was curly. But it was not enough to be seen it looked more like an afterthought and it was not COHESIVE. It looked like it was added, and it was not part of the style. However, it did not mesh as one style. The hair looks different the locs than the picture and my desired outcome. ( Looked rough, gritty and although the hair was by His and Her Wet and Wavy. It did not curl instead ; it was frizzy and stringy. ) As you can see below ( pictures ) it looks BAD. It is messy looking such as stray hairs, frizzy. Looks like it is four months old and needs to be washed. I asked what I need to do for maintenance. I was told to brush and or comb the hair because it is human hair. Nonetheless, it does not look like human hair at ALL. Though I tied it up and bought a steamer for it to be loose and the hair ( as my hair is stiff and not flexible ) which should wave up when wet ) It is now, even more stringy and sticking together. Though I was told that this would be expected, and it would take a week or so for it to loosen up. The fact of the matter it is SIMPLY NOT WHAT I ASKED FOR. 
Before writing this letter, Monday day after appointment. I left a voicemail message and a text message requesting any suggestions as to the fact, it looked dry, stringy and just BAD. Also, I suggested a XXXX call so she could see but I received no response to either voicemail or text. In other words, both attempts of communication are unanswered as of today XXXX. 


I would like to know if there is a review XXXX XXXX XXXXXXXX XXXX  XXXX XXXX. If so I definitely want to leave a review of the service delivered by XXXX. 

At this moment, I assume my monies for the hair ( {$750.00} ) is a lost. At the least, I am going to travel to a different state and get my hair done while, I have wasted my time. In order, for me to move forward, I will need to buy the hair again and get the outcome of which I wish/desire. Moreover, I need to ensure my hair is done for work. As of now, I am really trying to get someone to do my hair before my start date of XXXX. I may be reaching for the stars but as you can view the pictures, I am a professional and my hair does not look proper for the workplace. In closing, please tell me what went wrong in THIS INSTANCE and how I can correct it with another locs stylist. 


I am looking to take of care of this right away, I look forward to a referral whom will rectify and correct my hair which seems to be a disaster. Also, my hair needs to be done by the end of this month at the latest. 

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Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation