Dean of Shadyside, Inc

Review: I had gone on in August 10, 2013 at 9:30 am for a color and cut with [redacted]. I was a platinum blonde and due to bleach damage I was trying to get back to my natural color and not using any bleach on my hair so I could restart to repair the damage. The last appointment he had put darker highlights in which faded out quickly so this time I said I would just like to do an all over color, something close to my natural. We picked a shade and I made it very clear I wanted no bleach touching my head and I wanted something that was going to be healthy for my hair. Once he had gotten started and the color had sat on for awhile they took me to the sink to rinse. He asked his assistant her opinion and she said "[redacted], it's very red." The color I had chosen had no red whatsoever, it was a light brown. I was livid but they had said nothing to me and hadn't shown me the result to ask me my opinion, they just continued on. They put another product on, rinsed, then put a conditioning treatment on and put me under the dryer. Once I was back at the sink an employee asked what they had done and she explained and said "it turned red so we put a bleach cap on." I knew then my hair was ruined, I said absolutely no bleach. I got to the chair and my hair was a pinkish mauve color. I was mortified but paid the 220 some dollars and left hoping once I got home I would like it. It was awful, I had an interview that Monday in New Jersey so I had to go to ANOTHER salon and dye my hair much darker than I had wanted, spend an extra 100 dollars just to cover up the horrendous color job he had done. On August 10, 2013 I had spent at least 350-400 total on my hair. My hair is completely ruined. It was dry, brittle, and breaking off. There are parts of my hair where large sections are missing inches of hair and instead have short little pieces. I called immediately that night and left a message. I have been dealing with this for over a month now and had to spend another $100 in products that will hopefully help repair it.Desired Settlement: Their website states: "100% satisfaction guarantee. We only want our guest to be completely satisfied with their service and products. We will not charge any guest for any service or product that they are not satisfied with." For that statement alone I believe I should get all of my money back but they refuse. They offered a free service and now the offer on the table is free shampoo. I have spent a lot of money there and I want it all back. It's absurd they will not abide by what is in writing.

Business

Response:

[redacted] of Shadyside does offer a 100% satisfaction guarantee.

8-10-2013 [redacted] visited our salon on August 10, 2013 she received hair services which included hair color. [redacted]’s hair color service was extensive and timely. When [redacted] concluded her service with our stylist she expressed satisfaction she told her stylist she loved the hair color and expressed her gratitude and thanks for the work done. ([redacted]’s stylist is a hair color specialist and salon manager). [redacted] did not make any claim of dissatisfaction towards her hair color, condition and or regarding her services when she exited our salon. [redacted] paid for her services as well as gave a handsome gratuity to the stylist for the services rendered. At this point we only understand [redacted] to be completely satisfied with the services rendered.

8-12-2013 [redacted] contacts our salon and speaks to one of the salon Managers regarding her hair. [redacted] explains her hair was not the tone she was looking for and she went to another salon and had her hair colored darker. At this point [redacted] requested a full refund for the services rendered 8-10-2013. The salon manager explained to [redacted] before we can return any monies or offer any further services we must first have her in the salon so we can see the problem at hand. At that point we can assess the situation and support [redacted] either financially or with other services. [redacted] did not come into the salon for us to observe her situation.

A few days later [redacted] and a salon manager spoke, again we asked [redacted] to come into the salon so we could assess the situation and support her. [redacted] did not come into the salon.

We explained to [redacted] that without the opportunity for us to see her hair in the salon, we could not return her money. But we did offer her professional hair care products (Shampoo and Conditioner) the products had a value of $90 in total. We offered them to [redacted] at no charge, as guest relations courtesy. [redacted] did not except this offer.

We care very much about [redacted] and her situation. [redacted] of Shadyside is willing to go the extra mile for [redacted] and or any of our guests. I explained to [redacted] that our policy is to offer a 100% satisfaction guarantee. But we cannot give quest money over the phone without first seeing the problem or the product. Just as returning any product or product of service, companies needs to see the damage or firsthand see the dissatisfaction, before refunding any monies. After explaining this to [redacted] she understood our position. I cannot disagree that [redacted] has dissatisfaction with the services she received from us. But I cannot agree to refund [redacted] monies for services that I cannot prove are a result of the services rendered at our salon on 8-10-2013.

To [redacted] I thank you and only wish you the best and our doors are open to you for any future service.

Consumer

Response:

[redacted] is a liar. I spoke with him on the phone on 9/13/2013 . Unfortunately, my records in my phone aren't showing phone calls on 9/13 so I can attach pictures proving we spoke but I have attached a screenshot of the voicemail he had left me that morning. [redacted] gave me his word over the phone that if I dropped my claim with Revdex.com and he received notice that it was dropped he would proceed and send me a check for the full amount I spent on 8/10/2013. I called the Revdex.com right after our phone call on 9/13/2013 and spoke with a man and explained what [redacted] and I had talked about and that [redacted] agreed to pay me back if I dropped my complaint so I agreed to move forward to drop my complaint, as he said "holding up my end of the bargain" so I could finally get my money back. The gentlemen on the phone told me [redacted] is aware how to move forward so I called [redacted] back at the salon that day to let him know he had to contact the Revdex.com next to get everything completed. I have not heard from him since and I have left multiple messages at the salon. I am FURIOUS he is going back on what we spoke about over the phone and lying in his submission. I want my money back like he said he would do.

Regards,

Business

Response:

I am responding to the concerns and response made regarding the reopening of assigned ID [redacted]