Jane Salon

Let me start by saying I am very sorry that this customer did not like her experience. Regardless of how things happen I am sad to hear that. This customer had an appointment with a stylist that rents a station at my salon. (Yes I do not have a receptionsist, I do not have any employees to try and...

keep costs low, all of my stylists are self employeed and Carry their own business license) 
This client had previously put black permanent color on her hair and had purchased a coupon for a partial hilite. It was explained to her that it requires more than 1 application/appointment to get that dark color out. This customer left satisfied and even tipped [redacted] (which she later asked for a refund on her tip by text message) I have saved text messages between her and the stylist to confirm everything that I am responding is 100% truthful. If there is an email I can send the text messages too or a way to upload photos in this response?)
This customer decided that she did want the color worked on more to get closer to her desired result and [redacted] offered to do it at no charge (all luckily this is documented in text) she did call the salon crying the day after her appt and I attempted several times to return her call (documented on salon phone) I spoke to her brother and left her a voicemail. I assumed that she was satisfied with the offer from [redacted] to finish her color with no additional charge. Shortly before her 2nd appt the client got very hostile by text message saying that there was a different problem that her length was too short and demanded that [redacted] give her extensions for free instead of the color because "now the length problem is worse than the color" all of this again done by text message. The cost for hair is $600 approx and the client said if she didn't agree to give her extensions she has a father that is a lawyer and is going to sue her. This customers very inappropriate demands and harassment of my stylist who was trying to make her happy is documented. 
In my personal opinion once a customer starts making demands of a $600 product (again that is just the cost of hair not the service cost) and threatening law suit... I just don't see how that stylist is going to be able to work on her without being shaken and afraid. This customer called me on Tuesday and yelled at me her demands. I listened to her and asked why the problem of the color (that was her original complaint) was not addressed and she said she wanted extensions more. I again am so sorry that this customer was not happy but at this point I understand why [redacted] choose to refund her original service and end communication. Yes this customer has been offered a refund on her service but her demands are now extensions. She yelled at me and was very scary over the phone. She has put on our yelp page that the stylist [redacted] is a stripper! Yes this customer put on our business yelp page that [redacted] is a stripper (that is still there) and I have it saved if she chooses to delete it. Even after she said give me extensions or I will sue you and after she publicly humiliated her by calling her a stripper on her career yelp page she wants to come in and have [redacted] do her hair? I don't see how that is possible? I know this customer threatened to attack her at all angels but honestly, like I told this customer I would not be able to work on you after that. Yes this customer is refunded and I believe that is all [redacted] can do. 
Thank you for your time 
[redacted]

Review: This was the worst experience I've ever had. After leaving 5 msgs I finally got a call back. I was told the salon does not have a receptionist.I told the stylist I had curly hair and needed a dry cut, she recommended a stylist and said she would have her contact me. when the stylist ([redacted]) contacted explained exactly what I wanted and she made me an apt. I went in for highlights and a trim. I told her I wanted on 1/2 inch cut (dry cut for curly hair), and to keep my layers. I showed her a picture and asked if she could do it. She confidently said yes. I also asked that it look natural and that there be no orange or brassy color. She said, "no problem". The conversation consisted of her telling me about her pole dancing classes and her friend traveling across the country to strip. She burnt my ear while curling my hair, after I asked for it to be straightened.I left with orange, yellow, brown, and blond. She cut over 4 inches off of my hair, I got no layers but instead a straight cut. I went home and began crying, I've never had such a bad experience. I contacted her and explained how devastated I was, her response was to color it a solid color. When I asked her why she cut 4inches off, she said she cut off what she felt was needed. The following day I went out and purchased extensions and asked that she help me put them in, She than asked me to no longer contact her. I am so disappointed and shock by the level of unprofessionalism she displayed. I will make sure to let everyone I know how terrible of a service [redacted] provided.Desired Settlement: I would like my hair color corrected and the service of applying extensions to be done of no charge due to the loss of hair.

Business

Response:

Let me start by saying I am very sorry that this customer did not like her experience. Regardless of how things happen I am sad to hear that. This customer had an appointment with a stylist that rents a station at my salon. (Yes I do not have a receptionsist, I do not have any employees to try and keep costs low, all of my stylists are self employeed and Carry their own business license)

This client had previously put black permanent color on her hair and had purchased a coupon for a partial hilite. It was explained to her that it requires more than 1 application/appointment to get that dark color out. This customer left satisfied and even tipped [redacted] (which she later asked for a refund on her tip by text message) I have saved text messages between her and the stylist to confirm everything that I am responding is 100% truthful. If there is an email I can send the text messages too or a way to upload photos in this response?)