February 12th, marked the 3rd time a team member felt it necessary to document notes about this client in their file, which is a rarityEach incident appeared to involve the client challenging the exchange policies/warrantiesThe store exchange policy has remained unchanged for years
(since opening)It is on every receipt, clearly indicated at the front counter, on the stores website, and explained when an appliance is purchasedAppliances may be exchanged for something else within days of purchase when brought back working, in like-new condition, and with all the original packagingWhen the holidays approach and gifts are being purchased, clients are told they can make exchanges up to days after Christmas, instead of the date of purchase
On February 12th, 2018, the client called the store to ask if she could exchange an appliance she purchased on Boxing day because it was the wrong one and her daughter didn't want it anymoreThe policy was explained, but as sometimes small exceptions can be made (we want our clients to be happy with their appliances) the client was asked if they had a receipt, to which they said noAttempts were made to find the appliance sale in the systemAfter looking through different accounts from different phone numbers given by the client, no boxing day purchase could be foundThe team member found a purchase from April 2017, to which the client then admitted was the actual appliance purchase made, and not on boxing dayA note from June was also found
In June 2017, the client came in to exchange a flat iron that she had purchased in April (well past the day exchange period)The appliance had many marks and nicks on it, indicating it was either used or neglectedOn that day the team member explained we could not exchange it as it was far past the day exchange and the appliance was clearly not in new conditionThe client made a scene during a very busier time in the store, while telling a story of her getting her daughter the wrong one and only wanting to get the one her daughter really wanted so she could give it to her for ChristmasThe team member agreed that he would exchange it this one time but wanted there to be a clear understanding that it would be noted in her file and that she would not be allowed to exchange anything past the day exchange policy again
On Feb 12th, 2018, when questioned, the client was now saying yes the appliance was purchased in April (months prior) but they came and talked to someone on Boxing Day and were told she could exchange the appliance at any time no matter what the purchase date wasClient kept saying we needed to check who was working that day, and give our store some training because we don't know what we're telling people, and that maybe we don't know how to run the shopConfident our team explained the policy properly but curious, time was taken after the phone call to see if anyone remembered the clientIt turned out a manager of years remembered this client after seeing her fileThe manager remembered that after Christmas the client came in and said they bought a flat iron in June but that it was a Christmas gift and asked what the exchange policy would beIt was explained what is always explained during the holidays, that all Christmas gifts were subject to an extension going to days past Christmas - meaning that the extended Christmas exchange policy would expire on January 8th,
So, during the Feb 12th phone call, the team member proceeded to explain that unfortunately the exchange policy was expiredIt was explained that while we would take steps to continue to ensure clients get the right information, it would not change anything in this particular matter as there was documentation that already proved this client was well aware of the policy. At this point, client got loud and began yelling that when she spoke to the person on Boxing day that she "asked and was told five times" that she could exchange it indefinitely and that although she remembered what she was told in June it didn't matter because of what she claims she was told on Boxing Day
The client proceeded to insult the staff and started screaming that she would be filing a complaint with the Revdex.com if we wouldn't exchange her applianceThe client was told that that was within her rights, and wished a good dayOnly when the client hung up the phone did the team member hang up afterThe team member was not disrespectfulAfter being yelled at he remained polite, but firmThe client was unhappy that they could not bring back an appliance for something else months after purchasing itBusinesses do have the right to set their own exchange policies, and even though not required by law, our policies are always clearly displayed and explainedThose policies are rarely bent, and in this case, this client had already exchanged an appliance not only past the exchange date (in June), but with clear damage to itDue to the documented text that the company would not repeat this pattern of behaviour with the client in the future, the client was declined
Attached are screen shots of the clients purchases and documented comments regarding this clients visits
Sent from Mail for Windows
I am rejecting this response because:if you read my message its well explain that I had that issue in april when we bought a previous itemMy daughter reveive a straighener for xmas we went together to exchange it on boxing day, her staff tild my daughter to try it and if she doesnt like it, she can return iti told the store I had the same issue in the store in the pastwhen we call back in february, the store manager insult us and said that we were liars and his staff would never said anything like that and also when he said that insulted his staff, I was talking to him directly and didnt spoke to any of his staffI just want a notify Revdex.com about this store and maybe help other customer in the futureYou do not treat your customers this way
Initial Business Response /* (1000, 5, [redacted]/02/04) */
As a business, we keep detailed records of our clients' experiences - especially when there are concerns.
Client was in on November 2015 for a colour service. It was determined the desired service was out of client's current budget. An...
alternate service and price was agreed upon.[redacted] When we spoke to the client, the original scenario was re-explained. However, because our hair is our resume, and we do desire client satisfaction, the Salon resolved to absorb the high cost of the originally desired service and offered it to the client at no additional cost. The client accepted.
Recently the client returned for additional services; semi-permanent hair extensions. As a policy, we explain to all clients before, during and after this service that of the hundreds of extensions (200-500+) individually applied, the silicone takes time to properly adhere to the hair, and some may fall out in the beginning. As a courtesy, we offer one month of complimentary maintenance after service is performed. All clients go home with printed after-care instructions with tips on how to maintain their investment. ([redacted])
On [redacted], the client's mother called on behalf of client to complain. It was again explained that we needed to speak to the client. When the client was spoken to, it was said that eight(8) strands of hair extensions fell out. We reminded the client of their complimentary maintenance and an appointment was booked. Client received complimentary maintenance on [redacted], [redacted]. Upon departure, client was reminded of after care instructions and was re-offered the aftercare printout to ensure longevity of their extensions. It was declined.
According to our business records, client purchased two litres of shampoo and conditioner on Jan. 18th, [redacted], 3 days before her initial hair extension service. There is no record of any product purchases made after service.
[redacted] called for a 3rd time Tues Feb 2nd to complain on behalf of client, now accusing our team of cutting clients hair short. [redacted] Client called later and management was not available. Minutes later an email was received from the Revdex.com. Client was called back and a message was left on the client's machine.
After a brief conversation with stylist, it was confirmed no cutting of the clients hair occurred. The goal of this service is to create length, volume and body. Not a single strand of client's hair was cut. Scissors were used to blend extensions themselves into client's actual hair as is procedure. We charge money to cut clients hair, client was not charged for a hair cut, and there is no reason any of client's actual hair would have been cut.
At the time of this response, the business has left messages with members of the clients house on three occasions and has had no response.
We do agree that this client should seek other Salons for future servicing needs. It will be added to clients file that they will be politely advised to seek other Salons in the future if attempting to book for any of our many Salon services. [redacted]
Initial Consumer Rebuttal /* (3000, 8, [redacted]/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have never once told me that I got free maintence until after 8 fell out .. Furthermore when my mother had called they were very rude and told her that it was me they should take to so as told I called and someone picked up and told me that the manager would call me back in 2 minutes and an hour went by and there was no phone call [redacted] . When the hair dresser was blending the extensions she twisted the hair and cut it therefore my actual length of hair was cut because the extensions are connected to me actual hair so there is no way she wouldn't have . She told me she was going to blend them but I was never told that my actual hair would be cut in the process [redacted]
February 12th, marked the 3rd time a team member felt it necessary to document notes about this client in their file, which is a rarityEach incident appeared to involve the client challenging the exchange policies/warrantiesThe store exchange policy has remained unchanged for years
(since opening)It is on every receipt, clearly indicated at the front counter, on the stores website, and explained when an appliance is purchasedAppliances may be exchanged for something else within days of purchase when brought back working, in like-new condition, and with all the original packagingWhen the holidays approach and gifts are being purchased, clients are told they can make exchanges up to days after Christmas, instead of the date of purchase
On February 12th, 2018, the client called the store to ask if she could exchange an appliance she purchased on Boxing day because it was the wrong one and her daughter didn't want it anymoreThe policy was explained, but as sometimes small exceptions can be made (we want our clients to be happy with their appliances) the client was asked if they had a receipt, to which they said noAttempts were made to find the appliance sale in the systemAfter looking through different accounts from different phone numbers given by the client, no boxing day purchase could be foundThe team member found a purchase from April 2017, to which the client then admitted was the actual appliance purchase made, and not on boxing dayA note from June was also found
In June 2017, the client came in to exchange a flat iron that she had purchased in April (well past the day exchange period)The appliance had many marks and nicks on it, indicating it was either used or neglectedOn that day the team member explained we could not exchange it as it was far past the day exchange and the appliance was clearly not in new conditionThe client made a scene during a very busier time in the store, while telling a story of her getting her daughter the wrong one and only wanting to get the one her daughter really wanted so she could give it to her for ChristmasThe team member agreed that he would exchange it this one time but wanted there to be a clear understanding that it would be noted in her file and that she would not be allowed to exchange anything past the day exchange policy again
On Feb 12th, 2018, when questioned, the client was now saying yes the appliance was purchased in April (months prior) but they came and talked to someone on Boxing Day and were told she could exchange the appliance at any time no matter what the purchase date wasClient kept saying we needed to check who was working that day, and give our store some training because we don't know what we're telling people, and that maybe we don't know how to run the shopConfident our team explained the policy properly but curious, time was taken after the phone call to see if anyone remembered the clientIt turned out a manager of years remembered this client after seeing her fileThe manager remembered that after Christmas the client came in and said they bought a flat iron in June but that it was a Christmas gift and asked what the exchange policy would beIt was explained what is always explained during the holidays, that all Christmas gifts were subject to an extension going to days past Christmas - meaning that the extended Christmas exchange policy would expire on January 8th,
So, during the Feb 12th phone call, the team member proceeded to explain that unfortunately the exchange policy was expiredIt was explained that while we would take steps to continue to ensure clients get the right information, it would not change anything in this particular matter as there was documentation that already proved this client was well aware of the policy. At this point, client got loud and began yelling that when she spoke to the person on Boxing day that she "asked and was told five times" that she could exchange it indefinitely and that although she remembered what she was told in June it didn't matter because of what she claims she was told on Boxing Day
The client proceeded to insult the staff and started screaming that she would be filing a complaint with the Revdex.com if we wouldn't exchange her applianceThe client was told that that was within her rights, and wished a good dayOnly when the client hung up the phone did the team member hang up afterThe team member was not disrespectfulAfter being yelled at he remained polite, but firmThe client was unhappy that they could not bring back an appliance for something else months after purchasing itBusinesses do have the right to set their own exchange policies, and even though not required by law, our policies are always clearly displayed and explainedThose policies are rarely bent, and in this case, this client had already exchanged an appliance not only past the exchange date (in June), but with clear damage to itDue to the documented text that the company would not repeat this pattern of behaviour with the client in the future, the client was declined
Attached are screen shots of the clients purchases and documented comments regarding this clients visits
Sent from Mail for Windows
I am rejecting this response because:if you read my message its well explain that I had that issue in april when we bought a previous itemMy daughter reveive a straighener for xmas we went together to exchange it on boxing day, her staff tild my daughter to try it and if she doesnt like it, she can return iti told the store I had the same issue in the store in the pastwhen we call back in february, the store manager insult us and said that we were liars and his staff would never said anything like that and also when he said that insulted his staff, I was talking to him directly and didnt spoke to any of his staffI just want a notify Revdex.com about this store and maybe help other customer in the futureYou do not treat your customers this way
Initial Business Response /* (1000, 5, [redacted]/02/04) */
As a business, we keep detailed records of our clients' experiences - especially when there are concerns.
Client was in on November 2015 for a colour service. It was determined the desired service was out of client's current budget. An...
alternate service and price was agreed upon.[redacted] When we spoke to the client, the original scenario was re-explained. However, because our hair is our resume, and we do desire client satisfaction, the Salon resolved to absorb the high cost of the originally desired service and offered it to the client at no additional cost. The client accepted.
Recently the client returned for additional services; semi-permanent hair extensions. As a policy, we explain to all clients before, during and after this service that of the hundreds of extensions (200-500+) individually applied, the silicone takes time to properly adhere to the hair, and some may fall out in the beginning. As a courtesy, we offer one month of complimentary maintenance after service is performed. All clients go home with printed after-care instructions with tips on how to maintain their investment. ([redacted])
On [redacted], the client's mother called on behalf of client to complain. It was again explained that we needed to speak to the client. When the client was spoken to, it was said that eight(8) strands of hair extensions fell out. We reminded the client of their complimentary maintenance and an appointment was booked. Client received complimentary maintenance on [redacted], [redacted]. Upon departure, client was reminded of after care instructions and was re-offered the aftercare printout to ensure longevity of their extensions. It was declined.
According to our business records, client purchased two litres of shampoo and conditioner on Jan. 18th, [redacted], 3 days before her initial hair extension service. There is no record of any product purchases made after service.
[redacted] called for a 3rd time Tues Feb 2nd to complain on behalf of client, now accusing our team of cutting clients hair short. [redacted] Client called later and management was not available. Minutes later an email was received from the Revdex.com. Client was called back and a message was left on the client's machine.
After a brief conversation with stylist, it was confirmed no cutting of the clients hair occurred. The goal of this service is to create length, volume and body. Not a single strand of client's hair was cut. Scissors were used to blend extensions themselves into client's actual hair as is procedure. We charge money to cut clients hair, client was not charged for a hair cut, and there is no reason any of client's actual hair would have been cut.
At the time of this response, the business has left messages with members of the clients house on three occasions and has had no response.
We do agree that this client should seek other Salons for future servicing needs. It will be added to clients file that they will be politely advised to seek other Salons in the future if attempting to book for any of our many Salon services. [redacted]
Initial Consumer Rebuttal /* (3000, 8, [redacted]/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have never once told me that I got free maintence until after 8 fell out .. Furthermore when my mother had called they were very rude and told her that it was me they should take to so as told I called and someone picked up and told me that the manager would call me back in 2 minutes and an hour went by and there was no phone call [redacted] . When the hair dresser was blending the extensions she twisted the hair and cut it therefore my actual length of hair was cut because the extensions are connected to me actual hair so there is no way she wouldn't have . She told me she was going to blend them but I was never told that my actual hair would be cut in the process [redacted]