Cody & Co

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.
I showed [redacted] the facts by bringing proof of the call log, I don't have time to "bully" a business, and would never stoop to that level. All I asked for was to be refunded for a service that I didn't receive, and [redacted] stated her own staff told her it wasn't an ombre. So I am unsure what "facts" she is talking about, like I stated this is a money issue, we are talking about a women who was taken to court just to pay her taxes. I've heard enough slander from her, and I will not accept it she will hear from my attorney, and Aveda will receive copies of these complaints so that they know what kind of business in being done under their name. And I am so glad these complaints are public, so that others can be warned before deciding to go to this salon. I thank the Revdex.com for your time, however I am done with this childish nonsense, and will do this the easy way and dispute it with my credit card company. 
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.
First of all, I don't enjoy being called a liar, not good business ethics either "At no time did [redacted] call me or our Salon Coordinator letting us know that she was not satisfied with her service." Second of all I have attached a portion of my call log from my cell phone provider, please pay attention to line numbers 334, and 358 as you will see this is the phone number to Cody and Company Salon, I am sure I would have normally called within the required time but it was my son's birthday, as well as mine that weekend I would be more than happy to provide birth records if I need to prove that as well, and I would of been in the salon much sooner if I wasn't given the run around by being told they would call me back. I did ask to speak with [redacted] but was told she wasn't available, then when I asked for a manager [redacted] stated she was a manager and would help fix the situation. [redacted] then wanted me to speak with [redacted], as she has done many ombre’s and is “great at them” and she is. Some people who have ombre's will change their root color, in which I did not. I chose to go with an ombre because it is low maintenance, my roots are my original color and do not need any touching up, therefore the only time I feel I need a touch up is when I decide to get rid of the ombre, or I change my hair length so when [redacted] saw my hair and said that it was not an ombre, it was exactly how [redacted] had left it excluding some fading, my hair maybe grew a half inch during that time. I had my hair redone correctly about a month ago, and it still looks great, you can defiantly tell it's an ombre, and I have had no fading. And how are customers especially new ones like myself know the cost of the service if they are a new customer? I didn't question a cost, because [redacted] stated she would take care of it.As far as the email promotion, I did mention it, and was told it couldn't be accepted on the services I had done, sorry I didn’t record the conversation so I don’t have proof. Guess it’s the customer’s word against the employee, and I’ve already been called a liar once. Lastly I didn’t ask for [redacted]’s job to be reimbursed, I asked for [redacted]’s as she is the one who incorrectly did my hair. Most business’s want to keep their customers happy, Cody and Company seems to only care about greed. Because [redacted] no longer works there, [redacted] will claim she has no way of collecting the money [redacted] was given, but that’s not my problem. My problem is I paid for a service, and didn’t receive that service, not sure what I was given but it wasn’t an ombre.
Regards,
[redacted]

I received the follow-up letter with regards to Ms. [redacted]'s complaint.  I apologize but I'm standing firm with regards to my position.  It is certainly not a matter of money, it's a matter of principle.  Having been in business 25 years we understandably have had dissatisfied clients along the way but they easily found resolution to their complaint in a timely manner.  But being involved in business networks all these years, I also recognize that there are people with a 'culture' of bullying businesses through social media and the Revdex.com to simply not have to pay for their services etc.  With the nature of this situation I feel strongly that this is the case.In response to her last communication, I never called Ms. [redacted] a liar.  I just stated the facts.  We are not a large corporation.  We are a small business and in being so the first person to contact when resolution is needed would be the owner of a small business.  I was never contacted by Ms. [redacted] even though my email address is clearly visible on our web site (under 'contact us') and  my personal cell phone number is routinely given out by our front desk when requested (and can also be found through google).  We also have procedures that are followed at the salon if there is ever a dissatisfied client I would have know about it.  Again, until I was contacted by the Revdex.com I had no idea there was even a problem and Ms. [redacted] admits that she never reached out to me. Obviously my biggest concern is the lack of follow-through.  If she was truly dissatisfied with her service she wouldn't have waited 7 weeks to make an attempt.  An unhappy person would have rigorously pursued the situation rather than make yet another appointment and spend even more money.  It just doesn't make sense. We have been a solid and reputable member of our community for many years by conducting ourselves both professionally and fairly.  Thank you,[redacted]

Review: I visited Cody and Company on September 29, 2015 to have an ombre done on my hair, I paid $106 before leaving. Received negative feedback from friends and family, after a few days you could barley see the ombre anymore. Called the hairstylist [redacted] on October 7, 2015 to discuss the ombre, she had stated that she put in a toner, and the colors would lighten up and be more noticeable. She also stated she would follow up with me within a few weeks. In which she never did, then I received an email from the salon saying [redacted] no longer worked there, and in the email was a offer for a free haircut, and all over color through the end of November. I called and spoke with [redacted]berly, who had me talk with [redacted] another level two hair stylist. [redacted] and I decided that I would come in so that she could take a look at my hair, as she went through it you could see the disgusted look on her face, I asked her if she would consider that an ombre, and stated "not really". So after talking with [redacted] we made an appointment for me to come back so that she could correctly do the ombre, so I came back November 18, 2015 for my appointment, everything went well and [redacted] did a great job, no price was ever mentioned until the appointment, and was given a price of $136, same thing being done, same level stylist. I paid the price because I am not a person who like to argue. But I don't feel like I should have to pay for the same thing twice, when it wasn't even done correctly the first time. Not to mention my "free haircut" and "free all over color" was not accepted.Desired Settlement: I want a refund of the $106 that I was charged by [redacted] for not doing an ombre, not sure what she did, but wasn't that.

Business

Response:

I’m responding to a Revdex.com complaint (#[redacted]) that was filed by [redacted] with regards to service she received at Cody and Company Salon. Let me begin by saying that I am the owner of Cody and Company and this is the first time I am hearing about this situation through the letter from the Revdex.com. At no time did [redacted] call me or our Salon Coordinator letting us know that she was not satisfied with her service. Had she done so, this would have been immediately resolved. I have attached a copy of our Salon Policies. It clearly states that if someone is dissatisfied with their service they arerequired to let us know within 3 days of their service so that we can schedule a complimentary redo. It also states that the redomust be done within 14 days of the service. Obviously due to the nature of our business these redo’s must be done within a timely manner because hair grows and most color services require another complete color application within 4 to 6 weeks. Furthermore, Ms. [redacted] is provided with the Salon Policies when her confirmation email is sent out. I have provided a copy of her information taken directly from our computer showing that she does in fact get email confirmations with the Salon Policies clearly identified. (Our policies can also be found easily on our website at www.codyandcompanysalon.com. I have attached a copy for your benefit). Because we were never contacted and because [redacted] is no longer with us, I have no way of knowing what (if any) communication went on between Ms. [redacted] and [redacted]. However, as stated by Ms. [redacted] she did not contact [redacted] until October 7th a full 8 days after her service was provided (where she would have known within hours if her hair was not satisfactory) and she decided not to take further action. We did not hear from Ms. [redacted] again until November 11th when we sent out the email offering ‘$10 off a cut OR a complimentary cut with a full color service’ for all of [redacted]’s clients. That is when Ms. [redacted] decided to call the salon and have another service done…..7 weeks after her original service, which of course would be past the normal time to have her color redone. (For clarification I’ve attached a copy of the email that we sent with the offer. At no time did we offer free haircuts with free hair color to [redacted]’s clients).When she did call 7 weeks later she was referred to [redacted] who got her in for a consultation on November 12th. At the consultation Ms. [redacted] scheduled an appointment for November 18th. I personally spoke to [redacted] today about this situation. First, it never occurred to her that it was going to be a redo service after almost 2 months. She did state that Ms. [redacted] did ask if it ‘looked like an Ombre’, where she replied that no it no longer did ……as it had been 7 weeks since her hair was colored so it was understandably in need of a touch up. [redacted] admitted that the discussion of payment never came up from either herself or Ms. [redacted] but typically it doesn't because clients already know what it's going to cost before they even book. (I’ve attached copies of all 3 service tickets for your review). And finally, I’m not certain why Ms. [redacted] did not mention the '[redacted] Leaving' offer nor did she bring in a copy of the email when checking out (which is customary for our promotions) so the front desk did not give her a complimentary cut with her color. I have no problem reimbursing her $26 for that service. However, I don’t feel we should have to reimburse Ms. [redacted] for the color portion of her service. Asking for it to be free seven weeks later on a service that is close to three hours long, is asking for [redacted] to work for nothing and I won’t do that to any of my stylists. Furthermore, Ms. [redacted] admitted that [redacted] did a great job!Even if [redacted] was still working there, she was still required to call within 3 days and have it corrected within 14 days. That's an industry standard. Had she contacted us right away (as stated in our Salon Policies) or had she at least contacted me before taking the drastic step of contacting you, it would have produced a much different outcome. For the record, I do not find this complaint credible.I appreciate your contacting me. Please let me know if you need any further information and I look forward to hearing back from you.Sincerely,[redacted]

[redacted] Email Sent to [redacted]’s Clients on 11/10/15I am writing to make you aware that [redacted] is no longer with Cody and Company. [redacted] is a wonderful girl and we wish her well!To show our appreciation of your business we'd like to offer you $10 off your next cut OR a complimentary cut with a full color service with the stylist of your choice (offer good through November 2015).We thank you for your business and look forward to seeing you soon!Sincerely,[redacted]

Welcome to Cody and Company!Appointments 4 simple ways Call us @ 414-258-4744Email us @ [email protected] our website @ codyandcompanysalon.com Or by downloading our Cody and Company phone app to your cellular phone. Please arrive at least 10 minutes prior to your appointment to ensure that you receive your full service. If you arrive late, we will make every effort to accommodate your full service. If that is not possible, your service may be shortened and you will remain responsible for the full service price. If you are excessively late, we may need to reschedule your appointment. Rescheduling due to lateness may result in a $20 cancellation fee.We also highly recommend that you book your next service prior to leaving the salon so that we can be sure to accommodate your schedule, especially during holidays and busy times of the year.Cancellations/Missed AppointmentsPlease understand that when you forget or cancel your appointment without giving a 24 hour notice, we miss the opportunity to fill that appointment time resulting in lost revenue for our stylists and missed opportunities for clients on our waiting list. · Cancellations must be made at least 24 hours prior to the appointment. · Cancelling, changing or rescheduling an appointment less than 24 hours may result in a $20.00 change/cancellation fee. · All missed/no-show reservations will be charged as follows:First offense: We forgive you Second offense: 50% of the original service feeThird offense: 100% of the original service fee and pre-payment will be required for all future services through a credit card on fileCody and Company does not provide reminder phone calls. However, we provide text and email reminders 48 hours in advance. By providing a cell phone number and/or an email address our system will automatically send you a text, an email or both (we recommend both). Please see our support staff at the front desk or your service provider get set up for this convenient reminder service.PaymentWe accept Visa, Mastercard, Discover, cash and personal checks (due to circumstances we only accept personal checks from established clients with 3 or more visits. Out of state checks will not be accepted). Returned check fee of $40 (our current bank charge) will be charged for all checks that are returned.Gift CardsGift cards/certificates cannot be exchanged for cash, are non-refundable, must be presented at the time of service and cash cannot be given in exchange for unused balances. Cody and Company is not responsible for any lost or stolen gift cards/certificates. Product Returns/ExchangesAll unopened/unused products may be returned for a full refund within 14 days or within 30 days for in-store product credit. Any slightly used products may be returned for in-store product credit within 30 days. All sales are final on makeup, makeup brushes, and hair brushes.Guest SatisfactionAt Cody and Company we are committed to complete guest satisfaction and we dedicate ourselves to the highest level of customer service. If you are not completely satisfied with your service, please contact our front desk within 3 days of your service to schedule a complimentary redo. The redo appointment will be scheduled with the same stylist/designer who performed the original service. The redo service must be scheduled within 14 days of the original service. If for whatever reason you are not comfortable with the original service provider, another team member can be made available to you. Due to the artistic nature of what we do, we cannot offer refunds on services performed. However, we will work diligently to ensure your satisfaction. GratuitiesTipping is up to the discretion of each client and our team greatly appreciates your generosity. Although at this time we do accept gratuities on credit cards, we prefer that you leave cash or a check (made out directly to your provider) if you desire to tip.This and ThatWe regret that we cannot be responsible for loss or damage to personal articles, including clothing and accessories. All hair color formulas are the property of Cody and Company Salon and are available for usage for $150.00. Should you find yourself locating to another area, or have a friend and/or family member who lives out of town and are unable to visit Cody and Company, we are happy to provide this option. However, we do recommend you seek out a professional Aveda stylist from a reputable salon to assist with any chemical service for your hair. Great Stuff to Keep You InformedIf you choose to download our salon App to your smart phone you will receive first notification of specials, last minute openings, and discounts that will only be offered to our app users. Also, Cody and Company selects one person each month to receive a complimentary service with our monthly App drawing. (Don’t forget to set up notifications). Cody and Company provides a daily e-blast through email letting our clients know what last minute openings we have for the next day. The e-blast also contains the monthly specials and the occasional important announcement. Although this has been a huge success (as so many of our guests utilize it and have provided tons of positive feed-back) we recognize that some of you may find that it’s a nuisance. If you feel it wouldn’t provide you with opportunity, feel free to stop the service by scrolling down to the bottom of any e-blast and hitting the ‘safeunsubscribe’ button. (Or maybe just keep it around and hit delete each day until the day you need it). But just know that once you unsubscribe you cannot be added back in with the same email address.As a new client you will automatically receive a ‘New Client Survey’ through email within 14 days. We would truly appreciate your feed-back. And finally, if you love us please let the world know by posting a positive review on the many local review sites. If you don’t please give us the opportunity to make it right as your approval remains our #1 goal!Please feel free to contact us at any time:[redacted]

Consumer

Response:

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.

First of all, I don't enjoy being called a liar, not good business ethics either "At no time did [redacted] call me or our Salon Coordinator letting us know that she was not satisfied with her service." Second of all I have attached a portion of my call log from my cell phone provider, please pay attention to line numbers 334, and 358 as you will see this is the phone number to Cody and Company Salon, I am sure I would have normally called within the required time but it was my son's birthday, as well as mine that weekend I would be more than happy to provide birth records if I need to prove that as well, and I would of been in the salon much sooner if I wasn't given the run around by being told they would call me back. I did ask to speak with [redacted] but was told she wasn't available, then when I asked for a manager [redacted] stated she was a manager and would help fix the situation. [redacted] then wanted me to speak with [redacted], as she has done many ombre’s and is “great at them” and she is. Some people who have ombre's will change their root color, in which I did not. I chose to go with an ombre because it is low maintenance, my roots are my original color and do not need any touching up, therefore the only time I feel I need a touch up is when I decide to get rid of the ombre, or I change my hair length so when [redacted] saw my hair and said that it was not an ombre, it was exactly how [redacted] had left it excluding some fading, my hair maybe grew a half inch during that time. I had my hair redone correctly about a month ago, and it still looks great, you can defiantly tell it's an ombre, and I have had no fading. And how are customers especially new ones like myself know the cost of the service if they are a new customer? I didn't question a cost, because [redacted] stated she would take care of it.As far as the email promotion, I did mention it, and was told it couldn't be accepted on the services I had done, sorry I didn’t record the conversation so I don’t have proof. Guess it’s the customer’s word against the employee, and I’ve already been called a liar once. Lastly I didn’t ask for [redacted]’s job to be reimbursed, I asked for [redacted]’s as she is the one who incorrectly did my hair. Most business’s want to keep their customers happy, Cody and Company seems to only care about greed. Because [redacted] no longer works there, [redacted] will claim she has no way of collecting the money [redacted] was given, but that’s not my problem. My problem is I paid for a service, and didn’t receive that service, not sure what I was given but it wasn’t an ombre.

Regards,

Business

Response:

I received the follow-up letter with regards to Ms. [redacted]'s complaint. I apologize but I'm standing firm with regards to my position. It is certainly not a matter of money, it's a matter of principle. Having been in business 25 years we understandably have had dissatisfied clients along the way but they easily found resolution to their complaint in a timely manner. But being involved in business networks all these years, I also recognize that there are people with a 'culture' of bullying businesses through social media and the Revdex.com to simply not have to pay for their services etc. With the nature of this situation I feel strongly that this is the case.