Celeslies Hair Salon

Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ Contact Name and Title: [redacted] Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @gmail.com [redacted] came in for a cut and color on Monday 2/08/The stylist she was referred to has years of Aveda education & professional experience [redacted] brought a photo to show the stylistShe said she wanted to go back to her natural color & didn't want to see anymore blonde, which was currently prominent in her hairAfter reviewing the photo, the Stylist pointed out how much hair would be cut off to appear like the picture, [redacted] stated she wanted it shorter then the pictureThe stylist performed the haircut before she applied the colorIn choosing the color to apply, the stylist matched it to [redacted] 's natural color, as [redacted] stated she wanted to get back to her natural colorThey also discussed possibly putting in a few highlights at a later timeDuring the service [redacted] was very cheerful & interactive with the stylist & receptionistUpon check out, she paid for the color, cut, product, and left the stylist a tipThe stylist suggested [redacted] reserve her next appointment time in about weeks [redacted] declined, saying she would be moving out of state [redacted] checked out at 8:16pm, the salon is open until 9:00pmEverything appeared to be satisfactory [redacted] gave no indication that she was unhappy with her hair The salon is closed on Tuesday [redacted] called early Wednesday and spoke to our Front Desk manager [redacted] said her hair was too dark and 3" too shortShe immediately requested a full refund The front desk manger told [redacted] she would need to discuss the situation with the stylist manager & owner & someone would get back with her as soon as possibleAn exact time &/or date was not givenThey needed time to speak with the stylist to understand where any miscommunication may have occurred and to also determine the best course of action to remedy the situationThe stylist manager called [redacted] Thursday morning, 2/11/ The stylist manager then spoke with [redacted] to determine in more detail what she was unhappy withThere were inconsistencies between what [redacted] told the Front Desk manager & what she then told the stylist managerHer hair went from being 3' too short, to 4' too shortThe stylist manager asked [redacted] to come in at her convenience so we could see her hair and make the necessary adjustmentsShe refused to come in & let us see her hair [redacted] was offered a complementary highlight since she felt her hair was too darkShe declined While [redacted] was not happy with the end result, she was given the cut & color she requested of the stylist and she would not allow us to remedy the situation, therefore a full refund was deniedWe regret that [redacted] was not happy with her hair & did not allow us the opportunity to see if there was a problem & what resolution we would takeCeleslie's has been in business for yearsWe have an excellent reputation in the community for being progressive and providing excellent customer serviceWe strive to make each & every one of our guests happy

Initial Business Response /* (1000, 5, 2016/02/29) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gmail.com
[redacted] came in for a cut and color on Monday 2/08/16. The stylist she was referred to has 15 years of Aveda education &...

professional experience. [redacted] brought a photo to show the stylist. She said she wanted to go back to her natural color & didn't want to see anymore blonde, which was currently prominent in her hair. After reviewing the photo, the Stylist pointed out how much hair would be cut off to appear like the picture, [redacted] stated she wanted it shorter then the picture. The stylist performed the haircut before she applied the color. In choosing the color to apply, the stylist matched it to [redacted]'s natural color, as [redacted] stated she wanted to get back to her natural color. They also discussed possibly putting in a few highlights at a later time. During the service [redacted] was very cheerful & interactive with the stylist & receptionist. Upon check out, she paid for the color, cut, product, and left the stylist a tip. The stylist suggested [redacted] reserve her next appointment time in about 6 weeks. [redacted] declined, saying she would be moving out of state. [redacted] checked out at 8:16pm, the salon is open until 9:00pm. Everything appeared to be satisfactory. [redacted] gave no indication that she was unhappy with her hair.
The salon is closed on Tuesday. [redacted] called early Wednesday and spoke to our Front Desk manager. [redacted] said her hair was too dark and 3" too short. She immediately requested a full refund.
The front desk manger told [redacted] she would need to discuss the situation with the stylist manager & owner & someone would get back with her as soon as possible. An exact time &/or date was not given. They needed time to speak with the stylist to understand where any miscommunication may have occurred and to also determine the best course of action to remedy the situation. The stylist manager called [redacted] Thursday morning, 2/11/16.
The stylist manager then spoke with [redacted] to determine in more detail what she was unhappy with. There were inconsistencies between what [redacted] told the Front Desk manager & what she then told the stylist manager. Her hair went from being 3' too short, to 4' too short. The stylist manager asked [redacted] to come in at her convenience so we could see her hair and make the necessary adjustments. She refused to come in & let us see her hair. [redacted] was offered a complementary highlight since she felt her hair was too dark. She declined.
While [redacted] was not happy with the end result, she was given the cut & color she requested of the stylist and she would not allow us to remedy the situation, therefore a full refund was denied. We regret that [redacted] was not happy with her hair & did not allow us the opportunity to see if there was a problem & what resolution we would take. Celeslie's has been in business for 33 years. We have an excellent reputation in the community for being progressive and providing excellent customer service. We strive to make each & every one of our guests happy.