AC Factory Store

From: [redacted] Date: Tue, May 19, at 1:PMSubject: Re: Beauty Bar ComplaintTo: [redacted] POINT BLANK--As I stated below and also per my last e-mail and phone message, I "do not want any further contact with them" I have not read their response nor do I want to hear anymore of their "lies or fabrications" no matter what it is!! I will not say anything more and I have plenty to say I need to move on! I do not have any more time to waste! Do not respond to them or their lies! Let it go! Thank you for your help, I appreciate it Please do not forward this e-mail to them [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowAgain this is lies and fabrication and I am choosing to "moving on" and put my time and energy toward good things I just had my hair permed and cut and finished at another salon on Friday The stylist who did my hair indeed stated my right side of my hair was a lot longer than the left sided and was not pulled and blended correctly This stylist has been doing hair longer than 17-years I am happy with my current service I have nothing more to say other then Beauty Bar Salon is a salon that I would not recommend to anyone The stylist [redacted] is not a good stylist and I would not recommend him to anyone My time and $was wasted The customer service there is terrible I would like my $back but I know that will never happen Good Day.Regards, [redacted]

From: [redacted] Date: Mon, May 11, at 12:PMSubject: Re: [redacted] To: [redacted] ***, Enclosed is our response to the complaint by [redacted] , case ID [redacted] Thank you, [redacted] Salon Coordinator Beauty Bar David Scott Ph: [redacted] www.BeautyBarAvon.com Revdex.com, This letter is in reference to case ID [redacted] We have reviewed the last letter, and would like to respond accordingly The client states that our response is incorrect and fabricatedWe would like to contest this statementOur stylist did in fact consult with her on color, and he did go past S minutes, just like the next stylist that consulted with her on the perm didThat consultation also included a folder of photographs and lasted minutes as wellOn the day of her haircut service, our stylist did go past his scheduled time with the client by minutes, extending her minute appointment to minutes due to her consultation timeOut of the minutes, the stylist stepped away for 2-minutes, leaving at the very least 60-minutes with the clientThe times are automatically recorded by our computer system upon checking outIf the client was unhappy with the service, she did not mention it that day or on any of the occasions that we spoke with herShe also never mentioned being unhappy with the price, as she had visited our stylist at our last location the previous fall, paying the same $chargeIf the client's complaint would have been about the haircut, and it having been "longer on one side", we would certainly have fit her in with the stylist for a re-cutHowever, she never once mentioned being dissatisfied with the actual haircutUpon her conversation with the owner, she did quite the opposite, telling him that she was very happy with the stylist and her hair service, and her only complaint was the customer service experienceThe owner, as well as our salon coordinator, did inform the client that her customer service experience has been addressed with our Guest Services reception staff, which she stated was all that she wanted done Our staff, including our front desk staff, offer our clients refreshments when time permitsThe client did receive a glass of water during her visit, and was not denied water or any other beverageThe coat rack is within view of the station where the client received her cut, it is actually facing itThe receptionists hang coats up as time permits, when they are not helping other clients check out or as long as they are not on the phoneOur receptionists did try their best to pass any and all messages along, and Melissa was only trying to let the client know that the owner was out of the country and to inform her when the earliest day she should expect to hear from him would beShe is not a "very rude girl" or “rough mannered", she was trying to inform the client so that the client would not think that her messages and calls are being ignoredAs per her mentions of the owner not returning her call, he did speak with her initially, after which time he had the salon coordinator call her since he does get booked all day back to back with servicesHe is also a working stylist in the salon, and takes appointments all dayHe did leave her a message the last time because she stated that she will be at work all night and to have him just leave her a message Our products do not contain sulfates, and we did inform the client of this when the products were offered to herSince we offer Keratin Smoothing services, our shampoos and conditioners are sulfate free, as per the requirement for keratin treated hairTherefore the client and her scalp would not have been affected, as they haven't been affected on the previous visit eitherAgain, the client was offered a free bottle of shampoo and conditioner, which we told her would be sulfate free, but she refused the products We feel that the hair service provided to the client that day was not only adequate, but outstandingShe did not mention her unhappiness with the actual cut until this latest letter to the Revdex.comThe stylist that the client saw is one of our senior stylists, with over years of experience, as well as experience as an educator for product lines and experience as a platform artist at hair showsHe is highly praised by all of our clients, and as a professional, he would have been glad to address any unhappiness with the service on the client's partWe feel that the client is grasping at straws and now trying to change her story, as any previous communication did not mention her unhappiness with the actual cutAgain, we feel that the client received the paid service that she asked forOur water and coat service is a courtesy that is extended to clients as time allows, and we do not feel that the client has a valid complaintOur salon did what the client asked for, from addressing her customer service complaints with the staff, to offering her free productsIf she would have informed the salon of her dissatisfaction with the haircut, that would have been addressed with her as wellUnfortunately, she chose not to speak up if she did indeed feel like the service was not up to par Sincerely, Beauty Bar David Scott Salon

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Again this is lies and fabrication and I am choosing to "moving on" and put my time and energy toward good things I just had my hair permed and cut and finished at another salon on Friday The stylist who did my hair indeed stated my right side of my hair was a lot longer than the left sided and was not pulled and blended correctly This stylist has been doing hair longer than 17-years I am happy with my current service I have nothing more to say other then Beauty Bar Salon is a salon that I would not recommend to anyone The stylist [redacted] is not a good stylist and I would not recommend him to anyone My time and $was wasted The customer service there is terrible I would like my $back but I know that will never happen Good Day Regards, [redacted]

From: *** *** ***Date: Tue, May 19, at 11:AMSubject: Re: *** *** * ***To: *** *** ***
***,
I spoke with ***, and after much consideration, he just wants the case closed with *** ***. He feels that she has harassed the salon, and would just like to have the issue settled. He does ask that the client not return to our salon in the future. Since she does not want any contact with us, I am not sure how to go about giving her money back. I would like to go on record that we do stand by every statement we made, we just feel like *** *** has a lot of time on her hands and would continue harassing us and the salon, therefore we would just like to make this case go away. Please let me know how I should proceed with returning her $
Thank you,
*** ***
Salon Coordinator
Beauty Bar David *** Salon

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The information in their response is incorrect and fabricated. I did come into the salon with pictures discussing how I wanted my hair cut. I believe that is quite normalI did not discuss any color services with *** and it was only about 5-minutes. I most definitely left the salon with my hair partially wet and it was cold outside. I was not happy with my service, I just did not say anything at the time. And again I was running late for my next stop because he had to finish up another clients color. This service was not worth the over priced $50. I even told the person who referred me to him that I did not plan to go back to him and that he left my hair longer on the right side. Again I decided to bite the bullet on this oneAgain the receptionist was very rude and did not say hello, offer any coffee or water and did not show me where to put my coat. I had to ask him where to put it. He did mention twice "don't forget to tip ***". Which was tacky and rude of him. I have been to other salons and "never" had this been mentioned this way and in the tone he used. This was my first time at this location. Is this how they treat new clients??
The reason I e-mailed more than once was because "***-one of the receptionist" kept responding to my e-mails and I wanted to make sure the owner got my e-mail. She even told the other receptionist "*** ***" who I relayed my original complaints to that she (***) was handling it. *** is a very rude girl and rough mannered and outspoken on the phone. Even the owner said she can come off rough on the phone when I talked to himWhen I finally talked to owner he said I should not have been scheduled between a color. He listened to my concerns and apologized. He then had his other receptionist call me back (instead of him calling me back like he promised) offering me free products. "I cannot use shampoos with sulfates in them, my scalp breaks out". Other salons I know and have been to do not use shampoos with sulfate in them because of that reason. So I did not think to ask if their product had sulfate in them. When scheduling my next appointment with another stylist (since the owner did not return my additional e-mails and voice mail after we talked) I asked the other receptionist if I could have a discount instead. He could have just said "no" instead he leaves me a voice mail while I was at work telling me to go to another salon. I told the receptionist twice that I was at work that eveningThis was a very shocking and disappointing experience for me and I would never recommend this salon to anyone. I am very surprised that the owner does not own up to the truth. I should have asked for my money back for my service that day but I decided to bite the bullet
Regards,
*** ***

MESSAGE FROM BUSINESS April 26, 2015Complaint ID ***
To whom it may concern,
We are writing in response to the customer complaint from an appointment dated 02/15/The customer stated her unhappiness with the service she received in the salon as well
as the owner himselfWe would like to take this opportunity to address said complaints. The client arrived to our salon for her scheduled minutes hair cut appointment. She had a folder with photographs that she wanted to show the stylist, spending 15 minutes going over the photos, discussing future color services, as well as the service she was to receive that dayThe stylist then proceeded with the haircut. After minutes, the stylists politely asked the client if she would excuse him for a couple of minutes while he quickly attended to another client whose color was processing during this timeThe haircut client said no problemThe stylist promptly returned to the client after a couple of minutes and proceeded to apply styling products, as well as diffusing her hair with a blowdryer, styling it as agreed upon during the consultation timeThe stylist walked the client up to the desk at the end of the serviceThe receptionist rang the client up for the haircut, and asked the client ifshe would like to include gratuity on the cardWe ask all of our clients if they would like to add gratuity onto their card, as our receipts do not print a tip line, and the tip can only be entered at the point ofsale and cannot be adjusted afterwardsUpon leaving the salon, the client was happy with her serviceShe did not leave the salon with wet hairDiffusing the hair with the blowdryer might have left her hair with a minuscule amount of moisture left in the hair, but again, the client and the stylist had agreed upon the method of styling prior to the service. We strive to offer the best service to each and every client that comes through our doorsWe do not, however, specialize in serving refreshments to our customers. Water, coffee, tea, as well as coke and diet coke are available to our customers complimentaryOur reception area is staffed by one employee at a time, and said employee is responsible for answering the phones, checking clients in, checking clients out, as well as scheduling appointmentsThe receptionist does offer to hang up coats or provide clients with refreshments as long as time allows, but we do have a beverage area that is accessible to all clients as well as a coat rack so that clients may help themselves when the receptionist is tied up with other clientsOffering beverages is not within our salon policy. The client did send our salon an email asking to speak directly to the ownerUpon receipt of the email, the client was informed by one of our salon coordinators that the owner was out of the country on vacation, and would be returning the following weekThe client proceeded to send us more emails during the week that the owner was on vacation, as well as calling our salon, but would not accept any offer to voice her complaint to someone else during the time that the owner was away. Upon return from vacation, the owner did contact the clientHe spoke with her on the phone, after which conversation the client was called back and offered to be sent out complimentary productsShe refused said products, stating that she is allergic to a lot of hair care productsHowever, the products offered to her are the same products that we use in the salon during services, and the client did not mention being allergic to any of the products that had been used on her during her service, nor did she come in with her own products that she finds allergy-safeThe client scheduled a consultation for a separate service with another stylistAfter said consultation, she contacted our salon again to let us know she definitely does not want the complimentary products offered, but would like a discount off her following serviceThe service would be with a different stylist than the one she had for her haircut, and it would be a service in no way related to said haircutAfter her second phone call asking for the discount, we felt that she would be best serviced atanother salonAs an independent salon, we do reserve the right to refuse service if we feel that the client would not be satisfied with the service, or if we feel that another salon would be better at providing a certain service to the client. ln conclusion, we provided the client with a haircut that she stated to be very satisfed with following her serviceWe are in the business of providing hair services, and offering refreshments is merely a complimentary gesture that we extend to our clientsOur stylists and receptionists are trained to provide outstanding service, and our receptionist was only following protocol when asking the client politely if she would like him to place a gratuity onto her card as well.Sincerely,Beauty Bar David Scott Salon

From: *** *** ***Date: Tue, May 19, at 1:PMSubject: Re: Beauty Bar ComplaintTo: *** *** *** POINT BLANK--As I stated below and also per my last e-mail and phone message, I "do not want any further contact with them". I have not read their response nor do I want to hear anymore of their "lies or fabrications" no matter what it is!! I will not say anything more and I have plenty to say. I need to move on! I do not have any more time to waste! Do not respond to them or their lies! Let it go! Thank you for your help, I appreciate it. Please do not forward this e-mail to them. *** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like it to state that I do indeed want me $back. Again the stylist who just did my perm, cut and finished did indeed find the error on my right side of my hair that I lived with for 8-weeks. She just performed a big service and did a wonderful job and she was recommended by someone else I know. (Because I did have another stylist with 25+ years of experience confirm this and all the lies and fabrications from this salon, I decided that I am rightfully due my $back.) Even the stylist, *** at Beauty Bar who I met with for a consultation agreed with me when I showed her the right side of my hairstated that she could see there was something wrong with it. I also told her *** did not cut my bangs far enough back as I requestedBut since the salon has proven how unprofessional they are by these responses and how they keep avoiding the truth, I know I will never receive "my $dollars back". All this salon cares about is getting there money and not standing behind there service or customer service. This in itself goes to prove what type of business they are. I would not want to accept any hair products from them. I would be afraid of what ingredients were in the bottle(s)
Regards,
*** ***

From: *** *** ***Date: Tue, May 12, at 8:AMSubject: Re: *** *** * ***To: *** *** ***
***,
Here is our response to the consumer in case ID ***
Revdex.com,
We also wish to move on regarding this incident. We wish the client all the best regarding her new salon. Unfortunately, since the client did not state how she felt about the service until now, we feel that we have done everything we could according to our policy. The client stated that she was unhappy with the customer service, which was addressed with our staff. We offered her free products which she declined. We did not feel that her complaint justified discounting her perm appointment, since her complaint was not regarding the actual service. She most certainly NEVER stated her dissatisfaction with the stylist and her haircut, and we do not appreciate the client continuously stating that we are fabricating lies. We have record of asking her during the email communication if she was unsatisfied with any aspect of her service, and during her call with Scott she never stated a problem with her haircut. We wish her all the best, and hope that the salon and stylist she chose can live up to her expectations
Sincerely,
Beauty Bar David Scott Salon

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like it to state that I do indeed want me $50 back.  Again the stylist who just did my perm, cut and finished did indeed find the error on my right side of my hair that I lived with for 8-weeks.  She just performed a big service and did a wonderful job and she was recommended by someone else I know.  (Because I did have another stylist with 25+ years of experience confirm this  and all the lies and fabrications from this salon, I decided that I am rightfully due my $50 back.)  Even the stylist, [redacted] at Beauty Bar who I met with for a consultation agreed with me when I showed her the right side of my hair. stated that she could see there was something wrong with it.  I also told her [redacted] did not cut my bangs far enough back as I requested.But since the salon has proven how unprofessional they are by these responses and how they keep avoiding the truth, I know I will never receive "my $50 dollars back".  All this salon cares about is getting there money and not standing behind there service or customer service.  This in itself goes to prove what type of business they are.  I would not want to accept any hair products from them.  I would be afraid of what ingredients were in the bottle(s).
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Again this is lies and fabrication and I am choosing to "moving on" and put my time and energy toward good things.  I just had my hair permed and cut and finished at another salon on Friday.  The stylist who did my hair indeed stated my right side of my hair was a lot longer than the left sided and was not pulled and blended correctly.  This stylist has been doing hair longer than 17-years.  I am happy with my current service.  I have nothing more to say other then Beauty Bar Salon is a salon that I would not recommend to anyone.  The stylist [redacted] is not a good stylist and I would not recommend him to anyone.  My time and $50 was wasted.   The customer service there is terrible.  I would like my $50 back but I know that will never happen.  Good Day.
Regards,
[redacted]

From: [redacted]Date: Tue, May 12, 2015 at 8:35 AMSubject: Re: [redacted]To: [redacted]
[redacted]
,
Here is our response to the consumer in case ID [redacted].

Revdex.com,
We also wish to move on regarding this incident.  We wish the client all the best regarding her new salon.  Unfortunately, since the client did not state how she felt about the service until now, we feel that we have done everything we could according to our policy.  The client stated that she was unhappy with the customer service, which was addressed with our staff.  We offered her free products which she declined.  We did not feel that her complaint justified discounting her perm appointment, since her complaint was not regarding the actual service.  She most certainly NEVER stated her dissatisfaction with the stylist and her haircut, and we do not appreciate the client continuously stating that we are fabricating lies.  We have record of asking her during the email communication if she was unsatisfied with any aspect of her service, and during her call with Scott she never stated a problem with her haircut.  We wish her all the best, and hope that the salon and stylist she chose can live up to her expectations.
Sincerely,
Beauty Bar David Scott Salon

From: [redacted]Date: Mon, May 11, 2015 at 12:49 PMSubject: Re: [redacted] [redacted]To: [redacted],
 
Enclosed is our response to the complaint by [redacted], case ID [redacted].
 
Thank you,
 
[redacted]
Salon Coordinator
Beauty Bar David Scott
Ph: 888[redacted]
www.BeautyBarAvon.com   
Revdex.com,
This letter is in reference to case ID [redacted] We have reviewed the last letter, and would like to respond accordingly.
The client states that our response is incorrect and fabricated. We would like to contest this statement. Our stylist did in fact consult with her on color, and he did go past S minutes, just like the next stylist that consulted with her on the perm did. That consultation also included a folder of photographs and lasted 15 minutes as well. On the day of her haircut service, our stylist did go past his scheduled time with the client by 23 minutes, extending her 45 minute appointment to 68 minutes due to her consultation time. Out of the 68 minutes, the stylist stepped away for 2-3 minutes, leaving at the very least 60-65 minutes with the client. The times are automatically recorded by our computer system upon checking out. If the client was unhappy with the service, she did not mention it that day or on any of the occasions that we spoke with her. She also never mentioned being unhappy with the price, as she had visited our stylist at our last location the previous fall, paying the same $50 charge. If the client's complaint would have been about the haircut, and it having been "longer on one side", we would certainly have fit her in with the stylist for a re-cut. However, she never once mentioned being dissatisfied with the actual haircut. Upon her conversation with the owner, she did quite the opposite, telling him that she was very happy with the stylist and her hair service, and her only complaint was the customer service experience. The owner, as well as our salon coordinator, did inform the client that her customer service experience has been addressed with our Guest Services reception staff, which she stated was all that she wanted done.
Our staff, including our front desk staff, offer our clients refreshments when time permits. The client did receive a glass of water during her visit, and was not denied water or any other beverage. The coat rack is within view of the station where the client received her cut, it is actually facing it. The receptionists hang coats up as time permits, when they are not helping other clients check out or as long as they are not on the phone. Our receptionists did try their best to pass any and all messages along, and Melissa was only trying to let the client know that the owner was out of the country and to inform her when the earliest day she should expect to hear from him would be. She is not a "very rude girl" or “rough mannered", she was trying to inform the client so that the client would not think that her messages and calls are being ignored. As per her mentions of the owner not returning her call, he did speak with her initially, after which time he had the salon coordinator call her since he does get booked all day back to back with services. He is also a working stylist in the salon, and takes appointments all day. He did leave her a message the last time because she stated that she will be at work all night and to have him just leave her a message.
Our products do not contain sulfates, and we did inform the client of this when the products were offered to her. Since we offer Keratin Smoothing services, our shampoos and conditioners are sulfate free, as per the requirement for keratin treated hair. Therefore the client and her scalp would not have been affected, as they haven't been affected on the previous visit either. Again, the client was offered a free bottle of shampoo and conditioner, which we told her would be sulfate free, but she refused the products.
We feel that the hair service provided to the client that day was not only adequate, but outstanding. She did not mention her unhappiness with the actual cut until this latest letter to the Revdex.com. The stylist that the client saw is one of our senior stylists, with over 17 years of experience, as well as experience as an educator for product lines and experience as a platform artist at hair shows. He is highly praised by all of our clients, and as a professional, he would have been glad to address any unhappiness with the service on the client's part. We feel that the client is grasping at straws and now trying to change her story, as any previous communication did not mention her unhappiness with the actual cut. Again, we feel that the client received the paid service that she asked for. Our water and coat service is a courtesy that is extended to clients as time allows, and we do not feel that the client has a valid complaint. Our salon did what the client asked for, from addressing her customer service complaints with the staff, to offering her free products. If she would have informed the salon of her dissatisfaction with the haircut, that would have been addressed with her as well. Unfortunately, she chose not to speak up if she did indeed feel like the service was not up to par.
Sincerely,
Beauty Bar David Scott Salon

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The information in their response is incorrect and fabricated.  I did come into the salon with pictures discussing how I wanted my hair cut.  I believe that is quite normal. I did not discuss any color services with [redacted] and it was only about 5-minutes.  I most definitely left the salon with my hair partially wet and it was cold outside.  I was not happy with my service, I just did not say anything at the time.  And again I was running late for my next stop because he had to finish up another clients color.  This service was not worth the over priced $50.  I even told the person who referred me to him that I did not plan to go back to him and that he left my hair longer on the right side.  Again I decided to bite the bullet on this one.Again the receptionist was very rude and did not say hello, offer any coffee or water and did not show me where to put my coat.  I had to ask him where to put it.  He did mention  twice "don't forget to tip [redacted]".  Which was tacky and rude of him.  I have been to other salons and "never" had this been mentioned this way and in the tone he used.  This was my first time at this location.  Is this how they treat new clients??The reason I e-mailed more than once was because "[redacted]-one of the receptionist" kept responding to my e-mails and I wanted to make sure the owner got my e-mail.  She even told the other  receptionist "[redacted]" who I relayed my original complaints to that she ([redacted]) was handling it.  [redacted] is a very rude girl and rough mannered and outspoken on the phone.  Even the owner said she can come off rough on the phone when I talked to him.When I finally talked to owner he said I should not have been scheduled between a color.  He listened to my concerns and apologized.  He then had his other receptionist call me back (instead of him calling me back like he promised) offering me free products.  "I cannot use shampoos with sulfates in them, my scalp breaks out".  Other salons I know and have been to do not use shampoos with sulfate in them because of that reason.  So I did not think to ask if their product had sulfate in them.  When scheduling my next appointment with another stylist (since the owner did not return my additional e-mails and voice mail after we talked) I asked the other receptionist if I could have a discount instead.  He could have just said "no" instead he leaves me a voice mail while I was at work telling me to go to another salon.  I told the receptionist twice that I was at work that evening.This was a very shocking and disappointing experience for me and I would never recommend this salon to anyone.  I am very surprised that the owner does not own up to the truth.  I should have asked for my money back for my service that day but I decided to bite the bullet.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Again this is lies and fabrication and I am choosing to "moving on" and put my time and energy toward good things.  I just had my hair permed and cut and finished at another salon on Friday.  The stylist who did my hair indeed stated my right side of my hair was a lot longer than the left sided and was not pulled and blended correctly.  This stylist has been doing hair longer than 17-years.  I am happy with my current service.  I have nothing more to say other then Beauty Bar Salon is a salon that I would not recommend to anyone.  The stylist [redacted] is not a good stylist and I would not recommend him to anyone.  My time and $50 was wasted.   The customer service there is terrible.  I would like my $50 back but I know that will never happen.  Good Day.Regards,
[redacted]

From: [redacted]Date: Tue, May 19, 2015 at 1:11 PMSubject: Re: Beauty Bar ComplaintTo: [redacted]
[redacted]
 
POINT BLANK--As I stated below and also per my last e-mail and phone message, I "do not want any further contact with them".  I have not read their response nor do I want to hear anymore of their "lies or fabrications" no matter what it is!!  I will not say anything more and I have plenty to say.  I need to move on!  I do not have any more time to waste!  Do not respond to them or their lies!  Let it go!  Thank you for your help, I appreciate it.  Please do not forward this e-mail to them.
 
[redacted]

From: [redacted]Date: Mon, May 11, 2015 at 12:49 PMSubject: Re: [redacted]To: [redacted]
[redacted],
 
Enclosed is our response to the complaint by [redacted], case ID [redacted].
 
Thank you,
 
[redacted]
Salon Coordinator
Beauty Bar David Scott
Ph: 888[redacted]
www.BeautyBarAvon.com
   
Revdex.com,
This letter is in reference to case ID [redacted] We have reviewed the last letter, and would like to respond accordingly.
The client states that our response is incorrect and fabricated. We would like to contest this statement. Our stylist did in fact consult with her on color, and he did go past S minutes, just like the next stylist that consulted with her on the perm did. That consultation also included a folder of photographs and lasted 15 minutes as well. On the day of her haircut service, our stylist did go past his scheduled time with the client by 23 minutes, extending her 45 minute appointment to 68 minutes due to her consultation time. Out of the 68 minutes, the stylist stepped away for 2-3 minutes, leaving at the very least 60-65 minutes with the client. The times are automatically recorded by our computer system upon checking out. If the client was unhappy with the service, she did not mention it that day or on any of the occasions that we spoke with her. She also never mentioned being unhappy with the price, as she had visited our stylist at our last location the previous fall, paying the same $50 charge. If the client's complaint would have been about the haircut, and it having been "longer on one side", we would certainly have fit her in with the stylist for a re-cut. However, she never once mentioned being dissatisfied with the actual haircut. Upon her conversation with the owner, she did quite the opposite, telling him that she was very happy with the stylist and her hair service, and her only complaint was the customer service experience. The owner, as well as our salon coordinator, did inform the client that her customer service experience has been addressed with our Guest Services reception staff, which she stated was all that she wanted done.
Our staff, including our front desk staff, offer our clients refreshments when time permits. The client did receive a glass of water during her visit, and was not denied water or any other beverage. The coat rack is within view of the station where the client received her cut, it is actually facing it. The receptionists hang coats up as time permits, when they are not helping other clients check out or as long as they are not on the phone. Our receptionists did try their best to pass any and all messages along, and Melissa was only trying to let the client know that the owner was out of the country and to inform her when the earliest day she should expect to hear from him would be. She is not a "very rude girl" or “rough mannered", she was trying to inform the client so that the client would not think that her messages and calls are being ignored. As per her mentions of the owner not returning her call, he did speak with her initially, after which time he had the salon coordinator call her since he does get booked all day back to back with services. He is also a working stylist in the salon, and takes appointments all day. He did leave her a message the last time because she stated that she will be at work all night and to have him just leave her a message.
Our products do not contain sulfates, and we did inform the client of this when the products were offered to her. Since we offer Keratin Smoothing services, our shampoos and conditioners are sulfate free, as per the requirement for keratin treated hair. Therefore the client and her scalp would not have been affected, as they haven't been affected on the previous visit either. Again, the client was offered a free bottle of shampoo and conditioner, which we told her would be sulfate free, but she refused the products.
We feel that the hair service provided to the client that day was not only adequate, but outstanding. She did not mention her unhappiness with the actual cut until this latest letter to the Revdex.com. The stylist that the client saw is one of our senior stylists, with over 17 years of experience, as well as experience as an educator for product lines and experience as a platform artist at hair shows. He is highly praised by all of our clients, and as a professional, he would have been glad to address any unhappiness with the service on the client's part. We feel that the client is grasping at straws and now trying to change her story, as any previous communication did not mention her unhappiness with the actual cut. Again, we feel that the client received the paid service that she asked for. Our water and coat service is a courtesy that is extended to clients as time allows, and we do not feel that the client has a valid complaint. Our salon did what the client asked for, from addressing her customer service complaints with the staff, to offering her free products. If she would have informed the salon of her dissatisfaction with the haircut, that would have been addressed with her as well. Unfortunately, she chose not to speak up if she did indeed feel like the service was not up to par.
Sincerely,
Beauty Bar David Scott Salon

MESSAGE FROM BUSINESS April 26, 2015Complaint ID [redacted]To whom it may concern,We are writing in response to the customer complaint from an appointment dated 02/15/2015. The customer stated her unhappiness with the service she received in the salon as well as the owner himself. We would...

like to take this opportunity to address said complaints. The client arrived to our salon for her scheduled 45 minutes hair cut appointment. She had a folder with photographs that she wanted to show the stylist, spending 15 minutes going over the photos, discussing future color services, as well as the  service she was to receive that day. The stylist then proceeded with the haircut. After 45 minutes, the stylists politely asked the client if she would excuse him for a couple of minutes while he quickly attended to another client whose color was processing during this time. The haircut client said no problem. The stylist promptly returned to the client after a couple of minutes and proceeded to apply styling products, as well as diffusing her hair with a blowdryer, styling it as agreed upon during the consultation time. The stylist walked the client up to the desk at the end of the service. The receptionist rang the client up for the haircut, and asked the client ifshe would like to include gratuity on the card. We ask all of our clients if they would like to add gratuity onto their card, as our receipts do not print a tip line, and the tip can only be entered at the point ofsale and cannot be adjusted afterwards. Upon leaving the salon, the client was happy with her service. She did not leave the salon with wet hair. Diffusing the hair with the blowdryer might have left her hair with a minuscule amount of moisture left in the hair, but again, the client and the stylist had agreed upon the method of styling prior to the service. We strive to offer the best service to each and every client that comes through our doors. We do not, however, specialize in serving refreshments to our customers. Water, coffee, tea, as well as coke and diet coke are available to our customers complimentary. Our reception area is staffed by one employee at a time, and said employee is responsible for answering the phones, checking clients in, checking clients out, as well as scheduling appointments. The receptionist does offer to hang up coats or provide clients with refreshments as long as time allows, but we do have a beverage area that is accessible to all clients as well as a coat rack so that clients may help themselves when the receptionist is tied up with other clients. Offering beverages is not within our salon policy. The client did send our salon an email asking to speak directly to the owner. Upon receipt of the email, the client was informed by one of our salon coordinators that the owner was out of the country on vacation, and would be returning the following week. The client proceeded to send us 4 more emails during the week that the owner was on vacation, as well as calling our salon, but would not accept any offer to voice her complaint to someone else during the time that the owner was away. Upon return from vacation, the owner did contact the client. He spoke with her on the phone, after which conversation the client was called back and offered to be sent out complimentary products. She refused said products, stating that she is allergic to a lot of hair care products. However, the products offered to her are the same products that we use in the salon during services, and the client did not mention being allergic to any of the products that had been used on her during her service,  nor did she come in with her own products that she finds allergy-safe. The client scheduled a consultation for a separate service with another stylist. After said consultation, she contacted our salon again to let us know she definitely does not want the complimentary products offered, but would like a discount off her following service. The service would be with a different stylist than the one she had for her haircut, and it would be a service in no way related to said haircut. After her second phone call asking for the discount, we felt that  she would be best serviced atanother salon. As an independent salon, we do reserve the right to refuse service if we feel that the client would not be satisfied with the service, or if we feel that another salon would be better at providing a certain service to the client. ln conclusion, we provided the client with a haircut that she stated to be very satisfed with following her service. We are in the business of providing hair services, and offering refreshments is merely a complimentary gesture that we extend to our clients. Our stylists and receptionists are trained to provide outstanding service, and our receptionist was only following protocol when asking the client politely if she would like him to place a gratuity onto her card as well.Sincerely,Beauty Bar David Scott Salon