Revdex.com, Upstate SC
Supercuts is driven by customer service, and that is one of the reasons why Supercuts is a stand-out in the hair care industry. We are committed
to on-going training and customer service education. Therefore, we appreciate hearing from our customers about their experiences and strive to make each and every customer fully satisfied.
Towards that goal, we have printed on the back of each receipt the following policy:
All color services are guaranteed when
using name brand professional hair care
productsIf adjustments are needed,
guest must return within days
Products purchased at the salon may be
exchanged within days with sales
receiptOur haircuts are guaranteed, so
you may return within days and we will
take care of you, no charge!
By way of history, this customer came to the salon on a couple of occasions prior to her service on June 26th to ask about pricing. While she seemed to think that each stylist charged separately, that is not the case and she was told that pricing is set for the salon and each stylist charges the same. She was advised that $is the cost for the lifting of color and that there is a cost to apply the color she purchased separately. Even though she purchased her own color (which was to accommodate her request and desire to minimize the cost), there is a cost of $for the service to apply the color. Since the color was not from the salon, we cannot guarantee the outcome of that product
The customer only paid $and not the additional $20. Since the customer expressed concern, we tried to appease her and did not charge for the service to apply her color
When the customer and the complainant returned to the salon the next day, I spoke with the Manager and told her to advise them that the Supercuts color trainer was in town at the Supercuts on the East side of ***, and that the customer could go there and we would her hair. However, she would need to pay for the $service cost that she did not pay for originally. We are happy to redo a service that is paid for, but the $color application service charge was never paid
The customer refused our offer. Since we offered to accommodate and work to the customer’s satisfaction and she did not accept this offer, I do not feel it is appropriate to further refund the cost for the color lifting service of $50.
We are very sorry that the customer’s expectations were not met, but we tried to rectify and it was refused
Sincerely,
*** ***, Owner
Supercuts
Dear ***:
I have just read the new message from the Complainant. Of course everything I have stated is accurate and true. There is no reason for me to do otherwise.
I myself told the Manager to tell the customer she could go to the other Supercuts in *** to see our Color Specialist who was in town. Since I wasn’t present during the discussion, I cannot attest as to the interaction
In any event, I acknowledge she is not satisfied. Supercuts stylists have the best training in the industry and we care about our customers. Our stylists are passionate. It is unfortunate that we were not able to work together to resolve the situation as that we what we offer our customers. However, at this time due to other time requirements, I am happy to offer the customer the refund of her $
Please provide name of recipient, address and phone number where the check should be sent
Sincerely,
*** ***, Owner
Supercuts
Revdex.com, Upstate SC
Supercuts is driven by customer service, and that is one of the reasons why Supercuts is a stand-out in the hair care industry. We are committed
to on-going training and customer service education. Therefore, we appreciate hearing from our customers about their experiences and strive to make each and every customer fully satisfied.
Towards that goal, we have printed on the back of each receipt the following policy:
All color services are guaranteed when
using name brand professional hair care
productsIf adjustments are needed,
guest must return within days
Products purchased at the salon may be
exchanged within days with sales
receiptOur haircuts are guaranteed, so
you may return within days and we will
take care of you, no charge!
By way of history, this customer came to the salon on a couple of occasions prior to her service on June 26th to ask about pricing. While she seemed to think that each stylist charged separately, that is not the case and she was told that pricing is set for the salon and each stylist charges the same. She was advised that $is the cost for the lifting of color and that there is a cost to apply the color she purchased separately. Even though she purchased her own color (which was to accommodate her request and desire to minimize the cost), there is a cost of $for the service to apply the color. Since the color was not from the salon, we cannot guarantee the outcome of that product
The customer only paid $and not the additional $20. Since the customer expressed concern, we tried to appease her and did not charge for the service to apply her color
When the customer and the complainant returned to the salon the next day, I spoke with the Manager and told her to advise them that the Supercuts color trainer was in town at the Supercuts on the East side of ***, and that the customer could go there and we would her hair. However, she would need to pay for the $service cost that she did not pay for originally. We are happy to redo a service that is paid for, but the $color application service charge was never paid
The customer refused our offer. Since we offered to accommodate and work to the customer’s satisfaction and she did not accept this offer, I do not feel it is appropriate to further refund the cost for the color lifting service of $50.
We are very sorry that the customer’s expectations were not met, but we tried to rectify and it was refused
Sincerely,
*** ***, Owner
Supercuts
Dear ***:
I have just read the new message from the Complainant. Of course everything I have stated is accurate and true. There is no reason for me to do otherwise.
I myself told the Manager to tell the customer she could go to the other Supercuts in *** to see our Color Specialist who was in town. Since I wasn’t present during the discussion, I cannot attest as to the interaction
In any event, I acknowledge she is not satisfied. Supercuts stylists have the best training in the industry and we care about our customers. Our stylists are passionate. It is unfortunate that we were not able to work together to resolve the situation as that we what we offer our customers. However, at this time due to other time requirements, I am happy to offer the customer the refund of her $
Please provide name of recipient, address and phone number where the check should be sent
Sincerely,
*** ***, Owner
Supercuts