Thatched Cottage Caterers at the Bay

Initial Business Response /* (1000, 6, 2016/05/20) */
To Whom It May Concern:
As requested, I am writing in response to the complaint issued against my company Revive Hair Studio and Spa on May 11th by ***
On Friday May 6th, *** purchased two gift cards valued at ***
eachOn Tuesday, May 10th *** returned to the shop with said gift cards in a plastic bagThe contents of this bag was shredded (photos included) and *** indicated her dog had destroyed the gift cards she purchased*** requested the gift cards she had purchased be replacedI explained to *** that without the unique digit code on the back of the gift card, I was unable to deactivate the cards she originally purchased in order to reactivate a replacementOur gift card policy is clearly labeled on the back of the card which states "Treat this card like cash; Present this gift card as payment toward your purchases and the business will deduct the purchase amount from the available value on this gift card; You may continue to use this gift card until the value reaches zero; This gift card has no expiry date; This gift card is non-refundable and has no cash value; This gift card will not be replaced if lost, stolen, or destroyed; The current balance of this gift card can be viewed on your receipt or obtained in store; Use of this gift card constitutes acceptance of these terms and conditions"This policy is maintained to protect both clients as well as our business from fraud
When I returned to work on Thursday, May 12th and spoke with our receptionist, she recalled the time of purchase as well as the method of payment and we were able to locate the activation information from the debit machine, which contained the digit code for ***'s gift cardsThis was a unique circumstance, as the purchase had been made only a few days earlier
I contacted *** on May 12th and explained that since we were able to locate this information from her purchase, we were able to deactivate her destroyed gift cards and reactivate new ones for her*** indicated she would pick up the new gift cards at the shop the following dayAt this point in time, I had no knowledge that a complaint had been issued against Revive and was not aware until the letter had been received from the Revdex.com on May 17th
I believe that, in this circumstance, we went above and beyond our stated policy to serve our clients and have demonstrated commitment to client satisfaction
Please contact me for any further information

Initial Business Response /* (1000, 5, 2016/01/29)
*/
***
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*** When *** began accessing services within the salon I observed a pattern; one to two days following her hair services a complaint was issued from *** and services were provided by my staff free of charge (please refer to Page One of the Client History Listing as documentation that *** received complimentary services)When a client is unhappy with the outcome of their service and continue to access our services, I advise my staff to spend additional time during the consultation component of their service as well as outline all costs
The service complaint *** has raised to the Revdex.com is in relation to a color service on *** with *** was taken in for her 3:00pm appointment at approximately 3:05pmShe provided *** with a color formula and requested *** follow it exactly as it was written by another stylist outside of our salonThe formula included a regrowth formula as well as a separate formula for the ends of her hairAs *** was aware of ***'s previous history and concerns with her hair, *** spent considerable time sharing her professional opinion and indicated that she did not feel the ends of her hair required color*** insisted that *** color both her ends and her regrowthWhen the color had processed and been rinsed off, *** indicated that the regrowth seemed lighter than the ends but she would wait until her next appointment to make any changesAt that time *** discussed options for her next color as the formula *** provided had been followed exactly as it was written and also invited *** to contact the salon if she wanted to make adjustments before her next scheduled appointment*** appeared happy with the outcome, pre-booked her next appointment for *** and provided gratuity to ***The total cost of her hair service was $(please refer to receipt ***In my experience, when a client is not satisfied with the outcome of their service, they do not make another appointment, provide gratuity to their service provider, or leave the salon until the issue is addressed
*** contacted the salon on *** and requested that *** "fix" her hairThe receptionist provided *** with an appointment that afternoon but *** said she was out of province and indicated she would not be able to come to the salon until ***, *** received a call to confirm her appointment for *** During this conversation, *** requested to move her appointment to *** ***; the receptionist informed *** that there were no appointments available on *** *** and she was not able to call the clients who were scheduled for that day and cancel them, as *** requestedAt this time, *** questioned if there would be a charge for services*** was not receptive to the message being relayed from the receptionist so *** followed up with her
*** confirmed with *** that since the color formula which *** provided had been followed and *** did not heed ***'s advice about waiting to color the ends of her hair, additional color services would not be provided free of chargeDuring conversations with *** on *** *** both the receptionist and *** shared they had essentially felt bullied by *** ***
I am very concerned that *** was unhappy with the outcome of the color formula she provided to ***; customer satisfaction is what I have built my business onHowever, I must also carefully consider when I provide services free of chargeIf an error has been made on our part, I thank clients for giving us the opportunity to correct our mistakesWhen a client does not consider the advice or direction that is being provided by my staff, I feel that this is not our error to correctIn an email which I received from ***, she expressed concern related to the level of training of my staff in *** products ***The certificates my staff have acquired past their initial training is extensive as I require all staff to continually participate in classes and upgrade their skillIn addition, a company must meet high standards related to skill and environmentally conscious practices in order to even apply to carry *** productsSeveral of the staff at Revive are also Educators for *** *** *** ***'s training is what allowed her to recognize the potential issues with the color formula *** provided and why she shared her concerns
Within her complaint to the Revdex.com, *** *** ***
***
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for processing this complaint
***
When I sent in my complaint to the Revdex.com I did not include my previous experience at Revive *** If it was relevant, I would haveMoreover, I do not deny that I went to Revive many years agoIn fact, it was when the salon had recently opened)At that time, the owner of Revive had a look at my hair and couldn't deny that the stylist missed a large section of my hair when dying itIt was fixed, but by no means was the terrible experience planned so that I could go back and have it redone for free
I returned to revive this ***, which is at least 3-years (maybe longer) since my last experience*** Because of that I decided to give it another try -thinking that the new graduate stylists from previous years would have built some experience
subscript - I have a regular hair stylist at an *** *** in *** *** over the holidays and I needed to have my hair done because I had regrowth and have greys in my hairIt didn't make sense to travel to the city (hours away) for an appointment so I made the appointment at Revive
My first call to Revive was made before Christmas (2015) for the***, but when I called on the *** to confirm the time the receptionist told me that whoever took the call must have forgotten to put my name in (it was during the holidays - Christmas/Understandable)Instead my name was placed on a cancelation listWhen I didn't get a call for the cancellation list I called again and made another appointment for early ***
When I arrived, I arrived with my ***I am assuming that information wasn't shared with ***, the ownerYes, ***, I was not alone - and so this "story" you sent can be refuted if need beHopefully, there will be no need to go to that extremeWhats worse is that my *** had to wait longer than I did, but we didn't bully anyone or make a big deal about itI went first and she waited more minutes, even though our appointments were booked for the same time
When I sat in the chair I explained to *** that I had a formula that I had used at least times beforeShe informed me that she was not a trained *** stylist but graduated years ago and was hired after her placementShe also stated that although she is not an *** expert she is familiar with the product and ensured me that my hair would turn out the same; And again, although *** explains that there are some *** educators in his salon, *** is not one of them
When I provided the formula *** copied it from my phone, went to the back of the salon to mix it and began applying the colour when she returnedAt no time during the appointment did *** advise me against doing my hair in any colour or way whatsoever
With respect to the ends of my hair, I often have my hair touched up at the ends because my hair is RED and it fades over timeIt is not abto have faded red hair retouchedIt is a usual practice that is done to revive the colour - no pun intended
The fact of the matter here is that my hair colour was not coloured to expectation, even though I was assured - Again! Honestly, I don't make a habit of putting my hair through stress and to be disappointed for a "free" colour***
I gave *** a tip because she was kindShe recognized that my hair had gone really dark at the ends, and too light on the top*** as a stylist himself should know that if the formula was put on properly, and not mixed up where the top colour was put on the bottom and the bottom colour put on top, that would never have happenedIt was a mistake, and not mineIt could have easily have been fixedI recognized the mistake right away, and so did ***I also understood clearly when *** offered to fix my hairI felt that she was sincerely apologetic for the outcome and so I did give her a tipHer colour skills might not be perfect, but she was kind, funny, gentle and took her timeI also made another appointment for weeks later, because I did like her
I was not rude to her or bully her! I was upset when I was told I had to pay for the mistakes that I was not responsible for, but I was not unpleasant - I was simply shocked and besetI can't even believe that that was saidThat is not true! *** It is a fact that the wonder wasn't at the Salon when I was at the appointment or on the phone when I calledActually, I asked for his contact information and was told he was unavailable by phone and email***
Honestly, I couldn't book sooner because I would be traveling in betweenI didn't decline an appointment because I was travelingThat isn't true!
*** I was not taken to the chair minutes after my appointment - it was much longer than thatIn fact I had so much time I made an appointment for aesthetic services as well, which I had gone to hours later at pm the same evening in the same building
***
*** In my initial letter, I stated that it was agreed between myself and *** that my hair would be fixed in a "few days"When the time came I had to payThat was the issue not that I wanted free hair colour two weeks after the factThat is so untrue and very unfair to assumeRegardless of the outcome here, I will not return to Revive if they offered me free services for the rest of eternity*** I get it that no one is perfect, but to go to a salon times in years and have the same outcome must mean somethingMy analyses would say that it is most likely your hair will not turn out the way you expected it to
***
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Review: I had scheduled a wedding at the Thatched Cottage for April **, 2015 in which I would like to cancel. My contract states that if I cancel 8 months prior to the event I will receive $4250 of my $5000 deposit back. Over the past month, I have sent a certified letter, a regular letter, an email, and called and left messages three times trying to contact a manager at the Thatched Cottage to cancel my event. In the letters and emails I have included the signed letter the contract requests to cancel the event. I believe the Thatched Cottage is dodging my attempts to cancel because once I am within 8 months of the scheduled event they get to keep the whole deposit. Furthermore, when I called the [redacted] told me that due to their Chapter 11 I cannot receive any funds back at this time regardless.Desired Settlement: I would like written confirmation that my event has been cancelled and to receive the $4250 of my deposit that my contract states I am entitled to since I cancelled more than 8 months in advance.

Review: My husband and I got married at the Thatched Cottage on September [redacted], 2013 and had our ceremony at the venue. We had a completely unprofessional maitre'd. When we got to the hall they were not ready for our arrival, they marched me and my husband through crowds of people without hiding us allowing everyone to see me before I walked down the aisle. They did not have enough seating for all of my guests for the ceremony which caused my ceremony to start late. The [redacted] did not know what order our family members should proceed down the aisle. He also did not do a rehearsal for my bridal party before they walked down the aisle. My wedding guests complained that their drinks were watered down. When I walked into my reception hall, I found an undecorated cake that was clearly in the contract of what it should look like. The [redacted] then proceeded to tell me he would take apart one of my arrangements to decorate the cake. It ended up coming out decorated but looked like nothing I asked for and had no cake topper on it for the cutting ceremony. I had given the thatched cottage at my final meeting a list of things and specified what should have been done and where certain things were to go and nothing was followed. I had gifts for the three children at the wedding and asked that they be put at there tables for when they got there. I had to ask numerous people where they were and that they be put at the tables for the children. There was no high chair put at the table for my niece when it was clearly labeled on my seating chart. We discussed that I was having a photo booth and a table be readily available by and outlet so the photographer would be able to set up, and nothing was set up for him. We discussed our candy cart to be available for the guests as they exit at the end of the wedding and they put it out at the beginning of the night. They were going to set up our Viennese table in the middle of the dance floor and once again it was clearly labeled on the seating plan. The servers took the guests drink orders but never gave out any drinks, the bar lines were on the dance floor because the servers were not doing their job and as the guests exited we were told they would be given a chocolate dipped fruit on exit and they received nothing. We ended up being under our minimum amount of people, which was 175, so we ended up paying full price for all of our 7 vendors which we understood but when it came time for our vendors to eat, their orders were taken but out of the seven men only four were given meals and they were not what they ordered. They would not serve my DJs their meals up in the main hall as he asked as he could not leave in the middle of his photo montage, so they did not feed them. My husband and I were extremely disgusted in the service and the care that was put into out wedding and although we know it is not possible to redo our wedding day we feel that there should be a comparable gesture made from the facility.Desired Settlement: I believe the Thatched Cottage did not deliver the kind of service promised to us in our contract and in our meetings and feel we are entitled to money back from our wedding. $5000 would not take away the utter disappointment of our wedding day, but would serve as a minor refund for our heartache and complete debauchery of our wedding day.