Smooth Lines Salon

The client came to our salon for the first time May 12th. When she sat in our stylist’s chair, she had begun to complain about her former hairstylist and the haircut she had received. She had also mentioned that her former hairstylist had stopped responding to her. The client then went on ahead and...

told our stylist that she wanted her new hair color to be lighter. The client had stated that she had dark box color already in her hair that she had done herself. Our stylist explained to her that in order to go lighter with the box color in her hair, bleach would have to be used. In addition, our stylist explained to the client that her hair texture is already dry and coarse so it may feel a little more dry. After a thorough consultation, the client stated that she wanted to proceed with the service. After the service was completed, the client stated to the hairstylist and the front desk how much she loved her hair and how great it felt. The client was so impressed that she wanted to purchase the styling product that was used on her as well, so she purchased it that day. The total service came out to $250.00 and the product came out to $31 plus tax. In addition to that cost, the client tipped our hairstylist $50. The total came out to $333.56. The next day, the client called our salon to let us know how great the stylist was and how happy she was. She then went on to let us know that she wrote a raving review about her experience on Yelp (which is now deleted). The client called back about a week later to let us know that her hair had gotten too light. This was no problem to us. We brought her back in to the salon to tone down the color at no charge to the client. When the service was complete, the client again stated how much she loved her hair to the stylist and front desk and that she would be back in a couple of weeks for a touch up service. The client then called about a week and a half later and said her hair was dry and damaged. Again, this was no problem to us. We brought her back in for a complimentary deep treatment to help with the dryness that is often caused by bleach. Before the deep treatment was done, the client told our hairstylist that she had gone to Sally’s Beauty Supply and purchased treatments for her hair there. Once again when the service was completed, the client stated how much she loved her hair and how great it felt. Less than a week later, she called and complained again about her hair being damaged and that she had gone to another salon to fix. She demanded a refund. Our salon guarantees the work that is done and we do not offer service refunds. We will do everything that we can to fix the issue. We attempted to get the client back in the salon with the stylist and she refused. We then offered the client a credit that could be used towards any service here. She refused that as well.