Balance Yoga Studio LLC

Complaint: ***I am rejecting this response because:
1) The stylist made "her best effort to" lightened my hair so she darkened it instead? How can that be called "best effort"2) I did not say my hair was damaged but I did have to then have it worked on and colored again which is damaging to my hair and I had to do this because of the mistake their stylist made so yes, they did cause damage to my hair It was not easy to get my hair lightened once it was made darker I had been working to slowly lighten my hair for over a year now, and the stylist made it darker than it had ever been!3) The stylist decided the color was "pretty"?!?!? Really? So if you go to a restaurant and order a hamburger, it is ok for waiter to bring you macaroni and cheese because she decided it tastes good?! That is an absurd answer It doesn't matter one bit whether they thought it was pretty I am the customer.4) And why on earth would anyone pay to fix an error I am owed the time wasted and having to drive there again (and a 3rd time if I had decided to pay them to fix their error) If a person hires a painter to paint their wall and they trusted the painter to finish the painting as promised so that it would be ready for an event they were having and instead, the painter did not get room painted as he was supposed to and broke their window, that person should now pay the painter to fix the window? No one would would think that was ok What happened here is just as unacceptable!5) "continue to work on my hair for free" - what do they mean by "continue"? Again that is absurdWhen a business makes a mistake, they need to correct that mistake This is customer service Any they can't "force" the staff to perform unpaid services? Again, the management can cover the costs for a mistake someone in their employment made They can't cover it but I had to cover the cost of fixing it?! Any business with the slightest attention to customer service would have addressed this situation and remedied the mistake their employer made
Sincerely,*** ***

We did see this client on the date indicated.  The client did request to lighten her hair and the stylist did make her best effort to achieve the clients desired results.  At the end of the service, the client did make it clear to the stylist that she was unhappy and so the stylist did not...

make her pay for her color (she did receive a cut as well which she hasn't complained about and we have not refunded that).  The client contacted management and insisted on an opportunity to have her hair fixed but did not want to see her original stylist.  The manager advised that the client could come in with another stylist for a consultation and that stylist could make a recommendation about what steps would be required to achieve whatever look she was going for.  The manager indicated that the consultation would be complementary, but that any additional color services would incur a charge as it was with a new stylist (stylists are paid on commission and rarely agree to work for free on clients - especially when they didn't see the client in the first place).  The client came in for the consultation and the stylist observed that the clients hair was not damaged and the color was pretty, but acknowledged it was not as light as the client wanted.  She gave her the plan and told her what the charge would be to get her hair where she wanted it.  The client refused to pay to do it - insisting it should be done for free.  Unfortunately the stylist declined to offer a free color.  After this, management asked all of the salon stylists if anyone was willing to spend the time to fix the clients hair for free and everyone declined.  Unfortunately, since management had no stylists will to continue working on the clients hair for free we had to advise the client that maybe she wasn't a good fit for our salon and would have to go elsewhere.  We appreciate the clients frustration, but we can't force the staff to perform unpaid services and we never charged the client for her initial color, so there is, unfortunately, no refund available to her.