Trenz Hair Studio & Day Spa

On Saturday, June 8th, 2024, I visited Adrian at Trenz to get my hair done.

I showed pictures of what I wanted (a dark base colour with fashion colours of purple, pink, and orange that I knew would require bleaching), and I was very clear that there was black box dye in my hair, and if what I wanted wasn’t achievable, that I was happy to do something else, I was very agreeable to change course and do what would work for my hair. He told me we would try to do what I wanted, bleach my hair, and evaluate when the bleaching was done.

I trusted him because he is a professional and has done my hair beautifully in the past, but the results this time were unsuccessful, and I am very disappointed in the outcome.

The colour is not what I wanted, and that’s okay, colour that is different than what I wanted is something I can live with. The application of the colour was patchy and inconsistent, I asked for purple, pink, and orange. The majority is a red orange, there is a little bit of pink and purple, but it’s underneath and you can’t see it when my hair is down, the colours were not blended well (there is a harsh line where my dark roots end and the fashion colours begin) which he agreed with and offered to fix, but I am uncomfortable going back to him at this point.

What is not okay, is that my hair was overprocessed with bleach, and it has broken off in chunks and continues to fall out. This is a professional, who has done hair for years, that I trusted with my hair. He didn’t do a strand test, but I assumed because he’d done my hair before, and he knew there was box dye on it, he would pay close attention to the bleaching process to make sure it didn’t damage my hair. This was not done.

With any bleaching of hair, I expect some damage, I expect it to be dry, and need deep conditioning. What I did not expect is for clumps of my hair to break off, fall out, and continue to break and fall out. The possibility of my hair breaking off in chunks was never discussed at any point during my appointment, and if I had been told that my hair could break off in clumps, I would never have gone forward with the plan.

On Monday June 10th, 2024, I spoke with Adrian, who is also co-owner, to ask for a refund, but was told that it is their policy not to give refunds ever for any reason (this “policy” was never disclosed to me and isn’t posted anywhere on their website).

I’m very disappointed. This is a professional I trusted with my hair, and now I have extensive damage that will take a long time to repair and grow. I understand refunds are tricky for services, but when the damage is this severe, so severe that it cannot be corrected, a refund should be considered.

It is very sad that Trenz is unwilling to admit that they made a mistake and correct it so that I am not out hundreds of dollars to repair the damage they caused.