Clarity

I have read [redacted] complaint and I appreciate the opportunity to tell my side of the story [redacted] and her college age daughter, [redacted] , came into my salon on August 5, to get their nails doneDuring that time, [redacted] and [redacted] were asking questions about our hair servicesSince I was busy with clients, Jenna, my hair stylist came to work early to consult with [redacted] and [redacted] After [redacted] explained what she wanted, Jenna described what would be involvedJenna explained that fashion shades (which was what [redacted] wanted) can fade out fairly quicklyShe further explained that, since [redacted] had never colored her hair before, Jenna could not predict how her hair would take to colorThe color may last a couple of weeks or a monthHowever, there was no guarantee on any length of time these colors would stay in [redacted] 's hairJenna made that clearCeleste, the nail stylist, was witness to thisHowever, because Jenna would first have to bleach out [redacted] 's hair before applying the fashion shades, Jenna did note, that once the colors did fade, [redacted] should be left with natural looking highlightsWhen [redacted] was finished with the consult and [redacted] 's nails were still being worked on, [redacted] went to the reception area to payShe inquired about hair color/service pricesMy salon coordinator/receptionist, Ellyn, gave [redacted] the starting prices based on what [redacted] described her daughter may wantEllyn emphasized to [redacted] that these prices were "starting prices"This is something Ellyn habitually does because she knows from experience that prices can vary once the client gets in the chairSometimes, clients change their minds about what they wantAt the time of inquiry, [redacted] was not completely sure of what her daughter wanted done to her hairEllyn wrote prices down for [redacted] based on [redacted] 's description of what her daughter, [redacted] , might wantThis price was $ [redacted] came back to the salon on August 23, which was a few days before she was off to collegeWhen Jenna and [redacted] consulted again before Jenna actually started the service, [redacted] had made some changes in what she originally wantedThis change required added color and more highlightsThis fact caused the price to rise by $60, hence the final $ [redacted] was chargedAfter Jenna worked on [redacted] 's hair, about hours, [redacted] seemed very pleasedJenna took pictures so that we could post them on Clarity's social media and indeed we didApproximately, and a half weeks later (September 8), [redacted] called and spoke to my salon coordinatorShe informed her that [redacted] 's hair color was completely gone in daysShe further complained that there were no highlights where Jenna said there would be and [redacted] 's hair was "frizzy", so therefore, the haircut was not done properlyEllyn had clients to take care of at the front desk so she professionally told [redacted] that she would pass this information onto me (the owner) and to Jenna and would call her backWhen Ellyn relayed the message to Jenna and me, we were stunnedJenna reiterated to me everything that I have written aboveJenna offered to call [redacted] immediately because Jenna was confused and wanted to hear [redacted] 's account of [redacted] 's hair directlyHowever, Ellyn insisted she call her back since she promised she would and then she would put Jenna on the phone as long as [redacted] wished to speak with herJenna and I discussed [redacted] 's service, color and results in great detailJenna described everything she said to [redacted] and [redacted] during the consultation days prior to [redacted] 's appointmentAfter listening to everything Jenna did, including such a thorough consultation, and seeing [redacted] 's final hair results myself before she left the salon on August 23rd, I was sure that Jenna did absolutely everything possible to please her clientHence, her client was thrilled with her new hair color and style when she left the salonNow, getting back to when Ellyn called [redacted] back, [redacted] made the demand for a full refund of the $Ellyn, who spoke to Jenna before the call knew that refunding money was not for her to discuss, but she informed [redacted] , in a professional way, that Jenna performed a hour service and then had a satisfied client before she left the salon [redacted] actually agreed and exclaimed that [redacted] 's hair looked great when she left the salon but then her hair totally faded all color, even the highlights (that was actually bleached hair) did not exist and her hair did not even look like it had been cut [redacted] said that [redacted] 's hair, after days, looked exacty like it did prior to her appointment [redacted] further said that Jenna should have "thinned" her daughter's hair and that "any stylist" would know they should do this even though this service was never requested [redacted] became quite loud and angry and exclaimed that she wanted to talk to the owner or JennaEllyn then passed the phone to JennaJenna was now on the phone and about feet away from Ellyn who stayed in the room as a witnessJenna remained calm, professional and courteousShe did not speak that much but rather listenedAfter listening intently, Jenna did inform [redacted] that she could not refund her money because [redacted] 's hair was how she wanted it when she left the salonJenna stated she could not account for anything that may have happened after she leftEllyn could now hear [redacted] 's voice as she became upset and loudTheir conversation ended with [redacted] demanding that the owner call her backI later learned that [redacted] had criticized and insulted Jenna and told her that Jenna basically did not know how to style and cut hairJenna was clearly confused and thought about everything she did which has already been described in this letterShe, of course, did not want her client or her client's mother to be upset but it was such a strange thing that [redacted] 's hair could look so great on the day of service and then become horrible days laterJenna has been a stylist for over years and this complaint was the first of its kindBy the time my day was complete, it was past 8pm and I thought it best not to call [redacted] I had alot to think about regarding this case and I wanted to take the time to be considerate and thoughtful about all parties involvedAs my team and I were leaving for the evening, my year old assistant, Fran, learned about the situation which just took placeShe happened to see pictures of [redacted] 's new hair color and style on social media and was shocked by [redacted] 's negative responseFran told me that she had recently seen pictures on [redacted] and instagram of [redacted] 's new hair and it looked goodI wanted to see the pictures that Fran described before going any further with [redacted] When my staff and I returned to work days later, Ellyn informed me that there was a message from [redacted] The message said she still had not heard back from the owner and she would be stopping by that dayI did not think that would be a good idea in case [redacted] got disruptiveAt that point, Fran showed me the pictures that [redacted] had postedOn at least one picture, the date posted was September 8th [redacted] 's hair still had color and looked goodThat was weeks and days after she had her appointmentI knew I better call [redacted] back so as not to risk her showing up and perhaps being disruptiveI basically explained that since [redacted] 's hair looked great when she left the salon and Jenna did everything that she had requested and spent at least hours working on [redacted] 's hair, there would be no refundI did say, however, that she could bring [redacted] in and I would evaluate her hairI knew this was unfortunately not possibleI thought it curious that [redacted] never offered to bring in a picture of how [redacted] 's hair lookedCertainly with modern technology it would have not been terribly difficult to doI did not think of this until someone else had brought it to my attention [redacted] was continuing to argue that she bought a shampoo that was supposed to be color safe and came highly recommended by another stylist from another salonWe do not even carry this specific product and I told her that we would not have recommended that shampooThis fact did not seem to even register with [redacted] She just kept on complainingSoon, Ellyn politely interrupted our conversation because there was an urgent callI apologized and told [redacted] I would call her backBy the time I got off the phone, my clients were here and my work day had begunI gave Ellyn full permission to speak on my behalf and call [redacted] back to finalize any last loose endsI told Ellyn there would be no refund and, if need be , let [redacted] know that I had seen recent pictures of [redacted] on social media with color still in her hair and her hair looking good, not frizzy to my eyesAlthough I never want a client or a client's relative to be dissatisfied, I really could not spend any more time on this matter and had to move forward with my other clientsEllyn called [redacted] back and did the best she could to reiterate what I had already explained to [redacted] She did let [redacted] know that there were pictures of [redacted] 's hair on social media which [redacted] had posted and her hair looked fine [redacted] just kept going on asking Ellyn for dates that these pictures were posted until Ellyn finally said have a nice day and hung up [redacted] did manage to tell Ellyn that she would tell her friends who reside in Brielle not to come to my salonThe next day, my staff informed me that [redacted] had posted negative comments on my salon's facebook pageI took the time to rebuttal in a professional way, even posted a picture of [redacted] 's hair on the day she left our salon, which [redacted] had previously given us permission to doHowever, [redacted] just kept writing negative things and I decided the best thing I could do was not to respondThen, this past Monday, September 19th, I received your letter from Revdex.com and [redacted] 's complaint to youIn over years, I am grateful and proud to say I have never experienced a complaint of this kindThis is the entire, truthful story as I understand itPlease let me know if there is anything else you may need from meI would like to end this battle with [redacted] and move forwardI apologize for the length of this letter but it was the only way to tell my side of the storyThank you for being patient and reading itYours truly, Tracey LM [redacted] Business Owner

I have read [redacted] complaint and I appreciate the opportunity to tell my side of the story. [redacted] and her college age daughter, [redacted], came into my salon on August 5, 2016 to get their nails done. During that time, [redacted] and [redacted] were asking questions about our hair services. Since...

I was busy with clients, Jenna, my hair stylist came to work early to consult with [redacted] and [redacted]. After [redacted] explained what she wanted, Jenna described what would be involved. Jenna explained that fashion shades (which was what [redacted] wanted) can fade out fairly quickly. She further explained that, since [redacted] had never colored her hair before, Jenna could not predict how her hair would take to color. The color may last a couple of weeks or a month. However, there was no guarantee on any length of time these colors would stay in [redacted]'s hair. Jenna made that clear. Celeste, the nail stylist, was witness to this. However, because Jenna would first have to bleach out [redacted]'s hair before applying the fashion shades, Jenna did note, that once the colors did fade, [redacted] should be left with natural looking highlights. When [redacted] was finished with the consult and [redacted]'s nails were still being worked on, [redacted] went to the reception area to pay. She inquired about hair color/service prices. My salon coordinator/receptionist, Ellyn, gave [redacted] the starting prices based on what [redacted] described her daughter may want. Ellyn emphasized to [redacted] that these prices were "starting prices". This is something Ellyn habitually does because she knows from experience that prices can vary once the client gets in the chair. Sometimes, clients change their minds about what they want. At the time of inquiry, [redacted] was not completely sure of what her daughter wanted done to her hair. Ellyn wrote prices down for [redacted] based on [redacted]'s description of what her daughter, [redacted], might want. This price was $190.00. [redacted] came back to the salon on August 23, 2016 which was a few days before she was off to college. When Jenna and [redacted] consulted again before Jenna actually started the service, [redacted] had made some changes in what she originally wanted. This change required added color and more highlights. This fact caused the price to rise by $60, hence the final $250 [redacted] was charged. After Jenna worked on [redacted]'s hair, about 3 hours, [redacted] seemed very pleased. Jenna took pictures so that we could post them on Clarity's social media and indeed we did. Approximately, 2 and a half weeks later (September 8), [redacted] called and spoke to my salon coordinator. She informed her that [redacted]'s hair color was completely gone in 3 days. She further complained that there were no highlights where Jenna said there would be and [redacted]'s hair was "frizzy", so therefore, the haircut was not done properly. Ellyn had clients to take care of at the front desk so she professionally told [redacted] that she would pass this information onto me (the owner) and to Jenna and would call her back. When Ellyn relayed the message to Jenna and me, we were stunned. Jenna reiterated to me everything that I have written above. Jenna offered to call [redacted] immediately because Jenna was confused and wanted to hear [redacted]'s account of [redacted]'s hair directly. However, Ellyn insisted she call her back since she promised she would and then she would put Jenna on the phone as long as [redacted] wished to speak with her. Jenna and I discussed [redacted]'s service, color and results in great detail. Jenna described everything she said to [redacted] and [redacted] during the consultation days prior to [redacted]'s appointment. After listening to everything Jenna did, including such a thorough consultation, and seeing [redacted]'s final hair results myself before she left the salon on August 23rd, I was sure that Jenna did absolutely everything possible to please her client. Hence, her client was thrilled with her new hair color and style when she left the salon. Now, getting back to when Ellyn called [redacted] back, [redacted] made the demand for a full refund of the $250. Ellyn, who spoke to Jenna before the call knew that refunding money was not for her to discuss, but she informed [redacted], in a professional way, that Jenna performed a 3 hour service and then had a satisfied client before she left the salon. [redacted] actually agreed and exclaimed that [redacted]'s hair looked great when she left the salon but then her hair totally faded all color, even the highlights (that was actually bleached hair) did not exist and her hair did not even look like it had been cut. [redacted] said that [redacted]'s hair, after 3 days, looked exacty like it did prior to her appointment. [redacted] further said that Jenna should have "thinned" her daughter's hair and that "any stylist" would know they should do this even though this service was never requested. [redacted] became quite loud and angry and exclaimed that she wanted to talk to the owner or Jenna. Ellyn then passed the phone to Jenna. Jenna was now on the phone and about 6 feet away from Ellyn who stayed in the room as a witness. Jenna remained calm, professional and courteous. She did not speak that much but rather listened. After listening intently, Jenna did inform [redacted] that she could not refund her money because [redacted]'s hair was how she wanted it when she left the salon. Jenna stated she could not account for anything that may have happened after she left. Ellyn could now hear [redacted]'s voice as she became upset and loud. Their conversation ended with [redacted] demanding that the owner call her back. I later learned that [redacted] had criticized and insulted Jenna and told her that Jenna basically did not know how to style and cut hair. Jenna was clearly confused and thought about everything she did which has already been described in this letter. She, of course, did not want her client or her client's mother to be upset but it was such a strange thing that [redacted]'s hair could look so great on the day of service and then become horrible 3 days later. Jenna has been a stylist for over 15 years and this complaint was the first of its kind. By the time my day was complete, it was past 8pm and I thought it best not to call [redacted]. I had alot to think about regarding this case and I wanted to take the time to be considerate and thoughtful about all parties involved. As my team and I were leaving for the evening, my 19 year old assistant, Fran, learned about the situation which just took place. She happened to see pictures of [redacted]'s new hair color and style on social media and was shocked by [redacted]'s negative response. Fran told me that she had recently seen pictures on [redacted] and instagram of [redacted]'s new hair and it looked good. I wanted to see the pictures that Fran described before going any further with [redacted]. When my staff and I returned to work 2 days later, Ellyn informed me that there was a message from [redacted]. The message said she still had not heard back from the owner and she would be stopping by that day. I did not think that would be a good idea in case [redacted] got disruptive. At that point, Fran showed me the pictures that [redacted] had posted. On at least one picture, the date posted was September 8th. [redacted]'s hair still had color and looked good. That was 2 weeks and 2 days after she had her appointment. I knew I better call [redacted] back so as not to risk her showing up and perhaps being disruptive. I basically explained that since [redacted]'s hair looked great when she left the salon and Jenna did everything that she had requested and spent at least 3 hours working on [redacted]'s hair, there would be no refund. I did say, however, that she could bring [redacted] in and I would evaluate her hair. I knew this was unfortunately not possible. I thought it curious that [redacted] never offered to bring in a picture of how [redacted]'s hair looked. Certainly with modern technology it would have not been terribly difficult to do. I did not think of this until someone else had brought it to my attention. [redacted] was continuing to argue that she bought a shampoo that was supposed to be color safe and came highly recommended by another stylist from another salon. We do not even carry this specific product and I told her that we would not have recommended that shampoo. This fact did not seem to even register with [redacted]. She just kept on complaining. Soon, Ellyn politely interrupted our conversation because there was an urgent call. I apologized and told [redacted] I would call her back. By the time I got off the phone, my clients were here and my work day had begun. I gave Ellyn full permission to speak on my behalf and call [redacted] back to finalize any last loose ends. I told Ellyn there would be no refund and, if need be , let [redacted] know that I had seen recent pictures of [redacted] on social media with color still in her hair and her hair looking good, not frizzy to my eyes. Although I never want a client or a client's relative to be dissatisfied, I really could not spend any more time on this matter and had to move forward with my other clients. Ellyn called [redacted] back and did the best she could to reiterate what I had already explained to [redacted]. She did let [redacted] know that there were pictures of [redacted]'s hair on social media which [redacted] had posted and her hair looked fine. [redacted] just kept going on asking Ellyn for dates that these pictures were posted until Ellyn finally said have a nice day and hung up. [redacted] did manage to tell Ellyn that she would tell her friends who reside in Brielle not to come to my salon. The next day, my staff informed me that [redacted] had posted negative comments on my salon's facebook page. I took the time to rebuttal in a professional way, even posted a picture of [redacted]'s hair on the day she left our salon, which [redacted] had previously given us permission to do. However, [redacted] just kept writing negative things and I decided the best thing I could do was not to respond. Then, this past Monday, September 19th, I received your letter from Revdex.com and [redacted]'s complaint to you. In over 25 years, I am grateful and proud to say I have never experienced a complaint of this kind. This is the entire, truthful story as I understand it. Please let me know if there is anything else you may need from me. I would like to end this battle with [redacted] and move forward. I apologize for the length of this letter but it was the only way to tell my side of the story. Thank you for being patient and reading it. Yours truly, Tracey L. M[redacted] Business Owner