Dragonfly Hair Salon & Spa

Indeed this is an frequent customer, but also someone who has a history of wanting either a refund or discount due to subjective complaints about not being satisfied with our servicesThis time unfortunately, was not any differentUpon consultation, she had requested two shades lighter than her
initial color (she even pointed to a color swatch)That is indeed what we had provided her withAfter the services were rendered, she complained that she did not like the color and quickly proceeded to escalate becoming extremely agitated and demanding her moneyI offered to redo the color despite the fact that I did not feel there was any discrepancy between the color swatch she requested and the color on her hairNonetheless, she could not be soothedI even offered for her to return within a week to have it redone, but again, she seemed adamant only about getting a refundAs in any service industry, we can only strive to do our best in ensuri ng that our clients leave satisfiedA refund would not be possible since services were already renderedParticularly in this case, since this is someone with a history of changing her mind and demanding money backIn response to the statement regarding hair falling off if reprocessed within less than two weeks, this is absolutely untrueWe take into consideration the client's hair texture along with other factors such as the desired color during reprocessingThe rule about "not reprocessing within two weeks" is merely a general guideline for non-licensed individuals who may not have the skills needed to make accurate judgements regarding hair quality and texture, and is by no means a rigid policy that all salons operate underAs for the staff whom this client claimed to have been rude for not engaging in the discussion afterwards, please we aware that my staff are trained specifically to disengage (allowing me to take charge of the situation) when client s become extremely agitatedThis particular client could not be soothed and continued to escalate, shouting and crying uncontrollablyIn such situations, our general experience has been that involving more people often leads to clients feeling "ganged up upon" and further agitationAs for the client's request for a refund, again that will not be possibleWe are sorry she did not feel satisfied with her hair, but we genuinely feel that we have made every possible attempt to resolve the situation

Review: I was a customer at this hair salon for over 2 years, since the first days that they opened up in [redacted]. I never had an issue with the main [redacted],[redacted]. After a while, there was a woman who seemed to be another another [redacted], maybe his wife. Her customer service skills are disgraceful. She is rude, snobby and has no interest in the customers. I recently went to get my hair colored. This woman asked me what color I wanted; I specifically told her " I do not want the same color that I've had in the past, I want to go about 2 shades lighter" She payed no attnetion but said "okay no problem". She proceeded to mix the hair dye. After it was rinsed out, the color was not what I asked for, it was EXACTLY the color that I had previously. I went to [redacted] very upset and even crying telling him that this was not what I asked for. He had a very bad attitude and his "[redacted]" gave me bad looks. I asked [redacted] for a refun of my money, even a portion of it, he said "no way, I won't do that" he also said "you lied, this is the color you asked for". I was so shocked at how he handled the situation and how the woman who incorrectly mixed the color had no remorse or concern, she sat behind the counter and was playing on her i-pad and her phone, she occasionally looked up to given me dirty looks. I told [redacted] that I was not going to bring my cousins, sisters, or friends there anymore...[redacted] said with an attiude, sit down I will re-dye your hair. I refused to allow this, it is not healthy to put hair -dye on your hair twice, you must wait at least 1 week to re-process, any knowledgeable hair stylist and colorist would know this, if you re-process too quickly, your hair can fall out, but [redacted] did not care. I was shocked that he would treat me this way after all the money I've spent and how loyal I've been for years, he was willing to lose 5 customers (myself and all of the females I've brought to his salong), over 70 dollars. I was humiliated and disrespeccted in front of other customers in the salonDesired Settlement: I want the salon to refund my money ( $73.00 ). I also want an aknowledgement and apology letter from business to consumer for the humilitanion, disrepect and diregard of my dissatisfaction. I have to leave to my vacation and take photos with a hair color that I am not happy with.

Business

Response:

Indeed this is an frequent customer, but also someone who has a history of wanting either a refund or discount due to subjective complaints about not being satisfied with our services. This time unfortunately, was not any different. Upon consultation, she had requested two shades lighter than her initial color (she even pointed to a color swatch). That is indeed what we had provided her with. After the services were rendered, she complained that she did not like the color and quickly proceeded to escalate becoming extremely agitated and demanding her money. I offered to redo the color despite the fact that I did not feel there was any discrepancy between the color swatch she requested and the color on her hair. Nonetheless, she could not be soothed. I even offered for her to return within a week to have it redone, but again, she seemed adamant only about getting a refund. As in any service industry, we can only strive to do our best in ensuri ng that our clients leave satisfied. A refund would not be possible since services were already rendered. Particularly in this case, since this is someone with a history of changing her mind and demanding money back. In response to the statement regarding hair falling off if reprocessed within less than two weeks, this is absolutely untrue. We take into consideration the client's hair texture along with other factors such as the desired color during reprocessing. The rule about "not reprocessing within two weeks" is merely a general guideline for non-licensed individuals who may not have the skills needed to make accurate judgements regarding hair quality and texture, and is by no means a rigid policy that all salons operate under. As for the staff whom this client claimed to have been rude for not engaging in the discussion afterwards, please we aware that my staff are trained specifically to disengage (allowing me to take charge of the situation) when client s become extremely agitated. This particular client could not be soothed and continued to escalate, shouting and crying uncontrollably. In such situations, our general experience has been that involving more people often leads to clients feeling "ganged up upon" and further agitation. As for the client's request for a refund, again that will not be possible. We are sorry she did not feel satisfied with her hair, but we genuinely feel that we have made every possible attempt to resolve the situation.