Revdex.com:
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.Here is what really occurred. I reached out to Roots Salon asking for a refund. At first, Roots refused to even acknowledge my request for a refund, brushed off what I told them about how I had been threatened with police (she just said she was sorry that I felt that way and she was sure it wasn't meant that way), and offered me corrective color and cut services. The lady I emailed with was friendly, but she kept saying that with more treatments, my hair would become healthy again. I don't understand how someone whose business is hair doesn't know that once hair is damaged, it's damaged forever. I originally specifically asked for something that would not damage my hair, and now my hair is like gooey straw. It's not getting "better" - it's dead. I could cut it off, but I've been growing it out for years and I'm crushed. When it became clear she would not give me a refund, I went in to get my greenish yellowish grey color fixed, and was set up with a great stylist at a different Roots location who got rid of the green tint. However, my hair is still so damaged and porous now that the color faded within three washes. They did give me free products which I didn't ask for, but I didn't use them and will be happy to give them back. When I again told Roots that my hair was not "fixed" - it's in terrible shape and it will be until it grows out in three years - they suggested I come in for one more color service. The only reason I agreed was because she promised me that there would be a "trainer" there who would assess the damage, and if it was really irreparable, they would refund me. Well, I went in, and there never was any trainer. Not one person said a word to me about assessing my damage or giving me my refund. I'm not trying to get anything free from this company. I wanted a refund and then to be done with them forever. I thought the guy who did my corrective color was great; however, this company is terrible and cheats people and doesn't guarantee their product. If I sold a skin cream that was defective and it burned someone's skin off leaving it scarred, but then tried to offer "services" like massages or soothing lotion...that's not fixing the problem. The skin is still scarred and ruined. Honestly, I don't even blame the original stylist anymore. I think the company needs to admit they screwed up and didn't train their stylist properly and ruined my hair, and they need to give me my refund. And give me a real apology for the disgusting way I was treated at the Brookfield location. However, I realize that will never happen. I don't understand why, since monetarily it's nothing to them. I understand they think maybe they will keep clients by "correcting" the problem, rather than admitting fault by refunding, but there are some problems that can't be corrected. I am not pleased; I am still depressed about this and very, very upset. I do appreciate that the client satisfaction lady who worked with me was friendly and was trying to be helpful in a way, and normally I'm extremely understanding when something happens that is out of one's control. But this was not right, and I know that Roots will not take real responsibility, so I will never go here again, and I want every potential client out there to know there is NO guarantee of safety or result at this place.
Regards,
[redacted]
This complaint was resolved, we gave the client some free services to correct the problem and also some free products. She left our business pleased.
arial,helvetica,sans-serif;">[redacted]
Roots Salon
I spoke with [redacted] after she spoke with my manager a couple of times, she actually had her husband call and I spoke with him also. [redacted] called about 10 days after the wedding to let us know...
that she was dissatisfied, only then did she let us know about the color and trial that she was also not happy with. My staff tried to reschedule her for a complimentary redo of her trial but I believe she did not have time.
I spoke with her husband first and then she took the phone and started to tell me how I would give her a refund and I better do it now. She was swearing at me and threatening to come into my business and cause a scene. We do not refund money on services, we will always offer to redo the services complimentary if the client wants. This is a special circumstance, being a wedding. I offered her a gift card to spend in the salon on whatever services or products she wanted on the full amount that she spent. This did not work for her, she continued to yell at me and let me know that she would tell everyone she knew and that she works with 90% of brides in America. I simply told her we could not refund the money but offer her something in exchange.
She just continued to be unpleasant and kept threatening me with a lawyer and coming into my business, at this point I asked her to please stop and that the conversation was unproductive and if she continued to threaten me about coming into the salon I would have to call the police and that I needed to hang up. She continued to yell and I simply hung up. She called back again and started yelling at me. She kept saying no sale is final and we don't make anyone sign a contract. When you sign a credit card receipt you are accepting the charges for services that were rendered. We did the services and she agreed to pay for them. I hung up the phone again and proceeded to call the police. I simply let them know I had a client that was unhappy and threatening to come into my business.
She has not contacted us again and the offer still stands that she could get reimbursed the money she spent in products or other services. Not sure what else could be done to satisfy her.
Please let me know if you need anything else.
Revdex.com:
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
I am dissatisfied with the business response because never once was I told that a second hair and makeup trial would be complimentary and the fact that they say they always do redos complimentary doesn't mean that the customer knows that this is the case. Secondly I was never told and/or was given anything in writing that all sales were final and I did not have the service and then pay for the service showing my satisfaction like they state. They made me pay for it before my appt even started, now I know why! So that statement they made was also untrue and to say they were only aware of the fact 10 days after the wedding!! Is a lie! I sent an email to thier wedding coordinator (that's how they said the best/quickest to contact her ([redacted]) that very next day and have record of the email stating how upset I was and I wanted to cancel services for the wedding day, and all they said was sorry to here about your experience ok. That's it and never once tried to reconcile the situation or make it better. So to say they were not aware of the issue before the wedding is another blatant lie. I can produce the dated email if needed. Never once in the 3 times that I spoke to Naomi the owner which is the only person I talked to, besides that girl who answered the phone and put me on hold to get the owner, said that this conversation is unproductive and I'm going to hang up. She just simply stated we don't do refunds and your not getting your money back and I told her she has no receipt or contract that says final sale to be able to legally hold my money without even getting the full service I paid for and she responded the only thing I can do is give you in store credit for the salon and I told her that I would never come back there because both times I was there were bad and I have photos of the bad dye job also from my 1st visit which I told my stylist about when I went in for touch ups on my roots to refix the blotches in the highlights. She stated well you can use it on product, I told her that the product in the salon is low quality because my hair felt dry and course when I would leave the salon and the makeup was greasy and by the time I walked from the salon to the car was already creasing which my makeup has never done before and I took photos of that as well. She said well you can sell it to someone then and would just hang up. Hence having to talked to her 3 times or would've been once! Never ever threatened her I told her if she keeps hanging up on me I'll have to come in to the salon to talk to her and I'm sure she doesn't want a scene in store so I'd appreciate if she'd stop hanging up on me. And shed say we'll I have nothing to say to you your not getting your money back and if you call here again im calling the cops. click. So my husband said just file a claim with the Revdex.com and that's what I did immediately after getting off the phone with her. Oh and as for the swearing and "cursing" at her all I said was this is f'ing ridiculous is this how you run your business? But the full word just abbreviatin for the sake of the email. So she is way over exaggerating to make her self not look bad. Any further questions I'd be glad to answer and if you need any pictures or emails I will send them also. I just want my money back I never want to deal with them again now that this has happened there are so many people coming forward with there bad experiences from this salon I wish I would've know beforehand I couldnt pay someone to take that credit and even former employee who's a hairstylist says the salon is awful that's why she left.
Regards,
[redacted]
In my last response I stated that if the guest wanted a refund she simply should call our Guest Experience Manager back. The guests response back is fabricated and she embellishes a lot of her story. She did actually write a note to the stylist..."I love my hair, thank you!"
Regardless, we followed up with this guest-by phone, back before she wrote a letter after we fixed her hair the last time and she never responded.
I am not going to chase her down and then continue to let her make up stories. This could have been resolved a month ago. We called her end of September, she didn't call back. I stated in my last reply she needed to call us to get her refund. There is nothing else that I can do at this point.
As far as the 100% satisfaction guarantee, we do guarantee our services and products. MOST guests that have an issue with a service simply come back in to get fixed and are happy. There are a few that are unhappy and we refund their money. We do the same with products we try to help you get the best product for your hair and if you are unhappy we exchange for you or refund your money. However you have to understand that services are subjective and a guest could claim they are unhappy--when really we gave them exactly what they want. But now they want their money back. We already spent the time rendering the service. Make sense?
Please let me know how to proceed from here.
Thanks
[redacted]
Roots Salon
myrootssalon.com
262-422-7835-Cell
Revdex.com:
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 last message that the business sent me was full of blatant lies and insults, and I feel I must address them. I have made a firm point to be professional, truthful, and open to resolution. I have purposefully not spread my story yet on social media, as I felt the business should have a chance to resolve the issue with me first.
Here is what I would reply to the business:
"Dear Ms. [redacted],
I do not appreciate being called a liar. Everything I have stated is exactly true, and I am unclear why you are unwilling to take any responsibility. You keep claiming all I had to do to get a refund was ask. I already explained exactly how many times I asked for a refund, and how I was ignored and lied to. Please go back and re-read.
My response is absolutely not "fabricated" or "embellished" in any way. I even included pictures. If you are in the habit of claiming that guests are liars, rather than just taking responsibility for your business, I would not be surprised if you continue to lose customers. I absolutely did NOT write a note to the stylist that said "I love my hair, thank you!" That is a 100% lie. I challenge you to post a photo of this note, as it does NOT exist. I left a note for the stylist who was assigned to repair the color. I felt he was the only person who treated me kindly the entire time. My note said, word for word: "Thank you for trying to help with my hair disaster." I remember it very clearly, because I was trying to phrase it kindly to him, although I was still quite unhappy.
You say you are not going to chase me down? I do not recall you making any effort to chase me down or make things right. In fact, you have done nothing but insult me and call me a liar. I have never been so upset at any treatment in my entire life.
I am thoroughly disgusted at this appalling business. I have made a point not to spread this story through social media or among friend and family, as I wanted to give you a chance to make things right. However, I will now be making it my mission to tell my story to everyone who has access to the internet. They deserve to know. I have all the emails that were sent to me, as well as all your responses here on Revdex.com. Those speak for themselves. If I, as a potential customer, saw that a business had spoken the way you have to someone, I would never patronize their establishment.
Clearly, you don't want my patronage. I certainly do not want your services. I just think this all could have been resolved so differently."
Regards,
[redacted]
Revdex.com:
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.Here is what really occurred. I reached out to Roots Salon asking for a refund. At first, Roots refused to even acknowledge my request for a refund, brushed off what I told them about how I had been threatened with police (she just said she was sorry that I felt that way and she was sure it wasn't meant that way), and offered me corrective color and cut services. The lady I emailed with was friendly, but she kept saying that with more treatments, my hair would become healthy again. I don't understand how someone whose business is hair doesn't know that once hair is damaged, it's damaged forever. I originally specifically asked for something that would not damage my hair, and now my hair is like gooey straw. It's not getting "better" - it's dead. I could cut it off, but I've been growing it out for years and I'm crushed. When it became clear she would not give me a refund, I went in to get my greenish yellowish grey color fixed, and was set up with a great stylist at a different Roots location who got rid of the green tint. However, my hair is still so damaged and porous now that the color faded within three washes. They did give me free products which I didn't ask for, but I didn't use them and will be happy to give them back. When I again told Roots that my hair was not "fixed" - it's in terrible shape and it will be until it grows out in three years - they suggested I come in for one more color service. The only reason I agreed was because she promised me that there would be a "trainer" there who would assess the damage, and if it was really irreparable, they would refund me. Well, I went in, and there never was any trainer. Not one person said a word to me about assessing my damage or giving me my refund. I'm not trying to get anything free from this company. I wanted a refund and then to be done with them forever. I thought the guy who did my corrective color was great; however, this company is terrible and cheats people and doesn't guarantee their product. If I sold a skin cream that was defective and it burned someone's skin off leaving it scarred, but then tried to offer "services" like massages or soothing lotion...that's not fixing the problem. The skin is still scarred and ruined. Honestly, I don't even blame the original stylist anymore. I think the company needs to admit they screwed up and didn't train their stylist properly and ruined my hair, and they need to give me my refund. And give me a real apology for the disgusting way I was treated at the Brookfield location. However, I realize that will never happen. I don't understand why, since monetarily it's nothing to them. I understand they think maybe they will keep clients by "correcting" the problem, rather than admitting fault by refunding, but there are some problems that can't be corrected. I am not pleased; I am still depressed about this and very, very upset. I do appreciate that the client satisfaction lady who worked with me was friendly and was trying to be helpful in a way, and normally I'm extremely understanding when something happens that is out of one's control. But this was not right, and I know that Roots will not take real responsibility, so I will never go here again, and I want every potential client out there to know there is NO guarantee of safety or result at this place.
Regards,
[redacted]
This complaint was resolved, we gave the client some free services to correct the problem and also some free products. She left our business pleased.
arial,helvetica,sans-serif;">[redacted]
Roots Salon
I spoke with [redacted] after she spoke with my manager a couple of times, she actually had her husband call and I spoke with him also. [redacted] called about 10 days after the wedding to let us know...
that she was dissatisfied, only then did she let us know about the color and trial that she was also not happy with. My staff tried to reschedule her for a complimentary redo of her trial but I believe she did not have time.
I spoke with her husband first and then she took the phone and started to tell me how I would give her a refund and I better do it now. She was swearing at me and threatening to come into my business and cause a scene. We do not refund money on services, we will always offer to redo the services complimentary if the client wants. This is a special circumstance, being a wedding. I offered her a gift card to spend in the salon on whatever services or products she wanted on the full amount that she spent. This did not work for her, she continued to yell at me and let me know that she would tell everyone she knew and that she works with 90% of brides in America. I simply told her we could not refund the money but offer her something in exchange.
She just continued to be unpleasant and kept threatening me with a lawyer and coming into my business, at this point I asked her to please stop and that the conversation was unproductive and if she continued to threaten me about coming into the salon I would have to call the police and that I needed to hang up. She continued to yell and I simply hung up. She called back again and started yelling at me. She kept saying no sale is final and we don't make anyone sign a contract. When you sign a credit card receipt you are accepting the charges for services that were rendered. We did the services and she agreed to pay for them. I hung up the phone again and proceeded to call the police. I simply let them know I had a client that was unhappy and threatening to come into my business.
She has not contacted us again and the offer still stands that she could get reimbursed the money she spent in products or other services. Not sure what else could be done to satisfy her.
Please let me know if you need anything else.
Thanks,
Roots Salon
[redacted]
Revdex.com:
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
I am dissatisfied with the business response because never once was I told that a second hair and makeup trial would be complimentary and the fact that they say they always do redos complimentary doesn't mean that the customer knows that this is the case. Secondly I was never told and/or was given anything in writing that all sales were final and I did not have the service and then pay for the service showing my satisfaction like they state. They made me pay for it before my appt even started, now I know why! So that statement they made was also untrue and to say they were only aware of the fact 10 days after the wedding!! Is a lie! I sent an email to thier wedding coordinator (that's how they said the best/quickest to contact her ([redacted]) that very next day and have record of the email stating how upset I was and I wanted to cancel services for the wedding day, and all they said was sorry to here about your experience ok. That's it and never once tried to reconcile the situation or make it better. So to say they were not aware of the issue before the wedding is another blatant lie. I can produce the dated email if needed. Never once in the 3 times that I spoke to Naomi the owner which is the only person I talked to, besides that girl who answered the phone and put me on hold to get the owner, said that this conversation is unproductive and I'm going to hang up. She just simply stated we don't do refunds and your not getting your money back and I told her she has no receipt or contract that says final sale to be able to legally hold my money without even getting the full service I paid for and she responded the only thing I can do is give you in store credit for the salon and I told her that I would never come back there because both times I was there were bad and I have photos of the bad dye job also from my 1st visit which I told my stylist about when I went in for touch ups on my roots to refix the blotches in the highlights. She stated well you can use it on product, I told her that the product in the salon is low quality because my hair felt dry and course when I would leave the salon and the makeup was greasy and by the time I walked from the salon to the car was already creasing which my makeup has never done before and I took photos of that as well. She said well you can sell it to someone then and would just hang up. Hence having to talked to her 3 times or would've been once! Never ever threatened her I told her if she keeps hanging up on me I'll have to come in to the salon to talk to her and I'm sure she doesn't want a scene in store so I'd appreciate if she'd stop hanging up on me. And shed say we'll I have nothing to say to you your not getting your money back and if you call here again im calling the cops. click. So my husband said just file a claim with the Revdex.com and that's what I did immediately after getting off the phone with her. Oh and as for the swearing and "cursing" at her all I said was this is f'ing ridiculous is this how you run your business? But the full word just abbreviatin for the sake of the email. So she is way over exaggerating to make her self not look bad. Any further questions I'd be glad to answer and if you need any pictures or emails I will send them also. I just want my money back I never want to deal with them again now that this has happened there are so many people coming forward with there bad experiences from this salon I wish I would've know beforehand I couldnt pay someone to take that credit and even former employee who's a hairstylist says the salon is awful that's why she left.
Regards,
[redacted]
In my last response I stated that if the guest wanted a refund she simply should call our Guest Experience Manager back. The guests response back is fabricated and she embellishes a lot of her story. She did actually write a note to the stylist..."I love my hair, thank you!"
Regardless, we followed up with this guest-by phone, back before she wrote a letter after we fixed her hair the last time and she never responded.
I am not going to chase her down and then continue to let her make up stories. This could have been resolved a month ago. We called her end of September, she didn't call back. I stated in my last reply she needed to call us to get her refund. There is nothing else that I can do at this point.
As far as the 100% satisfaction guarantee, we do guarantee our services and products. MOST guests that have an issue with a service simply come back in to get fixed and are happy. There are a few that are unhappy and we refund their money. We do the same with products we try to help you get the best product for your hair and if you are unhappy we exchange for you or refund your money. However you have to understand that services are subjective and a guest could claim they are unhappy--when really we gave them exactly what they want. But now they want their money back. We already spent the time rendering the service. Make sense?
Please let me know how to proceed from here.
Thanks
[redacted]
Roots Salon
myrootssalon.com
262-422-7835-Cell
Revdex.com:
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 last message that the business sent me was full of blatant lies and insults, and I feel I must address them. I have made a firm point to be professional, truthful, and open to resolution. I have purposefully not spread my story yet on social media, as I felt the business should have a chance to resolve the issue with me first.
Here is what I would reply to the business:
"Dear Ms. [redacted],
I do not appreciate being called a liar. Everything I have stated is exactly true, and I am unclear why you are unwilling to take any responsibility. You keep claiming all I had to do to get a refund was ask. I already explained exactly how many times I asked for a refund, and how I was ignored and lied to. Please go back and re-read.
My response is absolutely not "fabricated" or "embellished" in any way. I even included pictures. If you are in the habit of claiming that guests are liars, rather than just taking responsibility for your business, I would not be surprised if you continue to lose customers. I absolutely did NOT write a note to the stylist that said "I love my hair, thank you!" That is a 100% lie. I challenge you to post a photo of this note, as it does NOT exist. I left a note for the stylist who was assigned to repair the color. I felt he was the only person who treated me kindly the entire time. My note said, word for word: "Thank you for trying to help with my hair disaster." I remember it very clearly, because I was trying to phrase it kindly to him, although I was still quite unhappy.
You say you are not going to chase me down? I do not recall you making any effort to chase me down or make things right. In fact, you have done nothing but insult me and call me a liar. I have never been so upset at any treatment in my entire life.
I am thoroughly disgusted at this appalling business. I have made a point not to spread this story through social media or among friend and family, as I wanted to give you a chance to make things right. However, I will now be making it my mission to tell my story to everyone who has access to the internet. They deserve to know. I have all the emails that were sent to me, as well as all your responses here on Revdex.com. Those speak for themselves. If I, as a potential customer, saw that a business had spoken the way you have to someone, I would never patronize their establishment.
Clearly, you don't want my patronage. I certainly do not want your services. I just think this all could have been resolved so differently."
Regards,
[redacted]