Black Orchid Salon & Spa LLC

Initial Business Response /* (1000, 5, 2015/07/07) */
The Black Orchid's response is very simpleThis young lady called our shop to make an appointment speaking with my front desk manager, *** who remember's the call vividlyThe young lady explained that her hair was PURPLE, from Splat Box
color from a drugstoreShe remembers putting the young lady on hold and discussing the situation with our stylists and then explaining to her that we can't say exactly what the price would be until we see her hair and the condition it is inShe decided to make the appointment knowing that the cost was undetermined at this pointWhen she arrived, Ms *** got the assistance of other experienced stylists in the shop to assist in the consultationThey witnessed Ms *** explain that it would take at lease processes, maybe more, to get her hair back to blondeI do not know if it was explained that the charges were a "per hour" charge, but the stylist estimated the amount of time each process would take and told her the MINIMUM cost would be $and could possibly be more, depending on the reaction of her hair in these processesShe also, told her a haircut would be $and the Olaplex treatment for her very damaged hair would be $She actually used the Olaplex times but only charged her $(Reg price $75)In addition to these stylists, another stylist working near by overheard the entire consultation and confirmed that the charges were clearly made to the young ladyThe client was texting the whole time during the consultation and her answer to our staff was her mom said it was okayAnd at that point, our staff began to restore her hair from very damaged, purple brittle hair to blonde, healthy and shiny hairI appreciate the fact that the client nor her mother have NEVER questioned the quality of our workI assure you, that not many salons/stylists could have restored this young lady's hair
As the owner, I was contacted that the father was making a horrible scene at the shop, which actually frightened my staffFollowing that I was asked to call the girl's motherAfter gathering facts, I did call her and she did not want to hear any of what I had to say and hung up on meAbout hours later, she requested that I call her back, and I chose not to as it was 8:p.mAfter morning appointments the following day, I returned her call only to receive Voice MailIn all my conversations with the mother and daughter, I NEVER called the young lady a liarI was very empathetic to them but suggested that she wanted her hair back to so desperately, that she did not hear the consultation correctlyUsing Cheap box color is a very expensive mistake if you want to reverse the colorI even went as far as calling other salons/stylists explaining the circumstances of this situation offering before and after photos and all the product and time used to correct the hair and found out that our competition would have charged from $to $per hour versus our $per hour
This claimant says her daughter "walked" to our shop the next day to discuss with meShe was driven by a woman in a pitruck....but none the less, she did come in to discuss with me the situationI was very kind to the young lady whom was very upset and cryingBut I very nicely explained all it took to get her hair back to blonde and again, suggested that she just didn't hear us when we told her $250+Never would I call her a liarThis is the ONLY time in our history that we have ever been accused of deceptive practices and that's because that is NOT how the Black Orchid operates
The only mistake we made at the Black Orchid was not confirming with a parent by speaking with them personally the charges for the corrective serviceThe stylist took the word of a year old that she had parental approval
I'm proud of the talent and integrity my staff demonstratedI'm proud of the reputation my business has in this communityIt is unfortunate that there was miscommunication, but to restore this client's hair was expensive and time consumingWe did nothing wrong in providing the service and giving outstanding results