Elle Day Spa and Salon

ID# [redacted] -0.4pt;">The client in question received a color service that did not live up to our own high expectationsWe have immediately placed the stylist in question on restriction from providing this particular color service, and have gone on to immediately provide her with advanced education in this color techniqueShe will not be providing this color service again until she passes a stringent technical on this serviceWe regret that this happened, and used all of our best faith efforts to make this right The color was not acceptable, but our response to the experience is not as is being describedWhen the client called, the front desk associate immediately booked her with Our master colorist for a color correction, absolutely free of chargeThe client accepted the appointment and then failed to show up, or to call and cancelOur master colorist drove to work from Killeen and sat there and waited for her but she did not show upWhen she notified us a second time, we had to tell her that unfortunately our master colorist was fully booked for that particular day but she agreed to see her original service provider to see if a toner could Correct itDepending upon the circumstances, without going into too much detail, often times a toner can correct this particular problemUnfortunately it did not, and once I was made aware of the problem I called the client directly to address the concernsThis had happened on a Sunday afternoon, and I was not made aware of this until that eveningI came to work immediately the next morning and called the client given the phone number providedShe did not answer, but I spoke to her husbandI apologized for the quality of the service she had received and stayed open until very late that next evening to accommodate the clients' work schedule, and our master colorist fixed her hair and the client left happyShe then returned to our salon later that week and received a special occasion style, and was also happy with that serviceAt no time was the client denied free color correctionThe client's husband (not the client) called the salon on Sunday afternoon and berated our front desk associate, swore at her using vulgar profanity, and became irate with her because she told him that she was unable to assist him with this particular matter, but the owner would call him directly the following day (Monday), which I absolutely didI work over hours a week and it is not unreasonable for me to be at home on late Sunday afternoon with my two childrenHer desired settlement is to have her hair corrected, which we already didShe was also provided with a free chemistry treatment to strengthen and fortify her hair

ID# [redacted] The client in question received a color service that did not live up to our own high expectations. We have immediately placed the stylist in question on restriction from providing this particular color service, and have gone on to immediately provide her with advanced education in this...

color technique. She will not be providing this color service again until she passes a stringent technical on this service. We regret that this happened, and used all of our best faith efforts to make this right The color was not acceptable, but our response to the experience is not as is being described. When the client called, the front desk associate immediately booked her with Our master colorist for a color correction, absolutely free of charge. The client accepted the appointment and then failed to show up, or to call and cancel. Our master colorist drove to work from Killeen and sat there and waited for her but she did not show up. When she notified us a second time, we had to tell her that unfortunately our master colorist was fully booked for that particular day but she agreed to see her original service provider to see if a toner could Correct it. Depending upon the circumstances, without going into too much detail, often times a toner can correct this particular problem. Unfortunately it did not, and once I was made aware of the problem I called the client directly to address the concerns. This had happened on a Sunday afternoon, and I was not made aware of this until that evening. I came to work immediately the next morning and called the client given the phone number provided. She did not answer, but I spoke to her husband. I apologized for the quality of the service she had received and stayed open until very late that next evening to accommodate the clients' work schedule, and our master colorist fixed her hair and the client left happy. She then returned to our salon later that week and received a special occasion style, and was also happy with that service. At no time was the client denied free color correction. The client's husband (not the client) called the salon on Sunday afternoon and berated our front desk associate, swore at her using vulgar profanity, and became irate with her because she told him that she was unable to assist him with this particular matter, but the owner would call him directly the following day (Monday), which I absolutely did. I work over 50 hours a week and it is not unreasonable for me to be at home on late Sunday afternoon with my two children. Her desired settlement is to have her hair corrected, which we already did. She was also provided with a free chemistry treatment to strengthen and fortify her hair.

Complaint: [redacted]
I am rejecting this response because: Her response regarding my husband calling is not accurate. Her desk clerk as well as the stylist claimed there was nothing they could do. After I spoke with the owner, she told me that they were never authorized to do my hair as a redo while she was gone but did anyway without her knowledge. The desk clerk, at the time my husband called, became very rude and first informed him that there was nothing they would do until he threatened to contact the Revdex.com as well as place negative reviews on the internet. It was her clerk that started the negative exchange.They did fix my hair, however it had to be cut because of damage and the color I originally wanted was never able to be completed due to the amount of damage done by the original girl.I was somewhat satisfied with the result until I saw this response and their dishonesty about how the exchange happened. She was at a wedding and left people that were not experienced and trained to their "high standard". In fact the girl in question did not do hair for two years prior to being hired at this location and was originally employed at a WalMart salon. This was the reason I was given for her inability to properly do my hair and color.
Regards,
[redacted]

ID# [redacted]
-0.4pt;">The client in question received a color service that did not live up to our own high expectations. We have immediately placed the stylist in question on restriction from providing this particular color service, and have gone on to immediately provide her with advanced education in this color technique. She will not be providing this color service again until she passes a stringent technical on this service. We regret that this happened, and used all of our best faith efforts to make this right The color was not acceptable, but our response to the experience is not as is being described. When the client called, the front desk associate immediately booked her with Our master colorist for a color correction, absolutely free of charge. The client accepted the appointment and then failed to show up, or to call and cancel. Our master colorist drove to work from Killeen and sat there and waited for her but she did not show up. When she notified us a second time, we had to tell her that unfortunately our master colorist was fully booked for that particular day but she agreed to see her original service provider to see if a toner could Correct it. Depending upon the circumstances, without going into too much detail, often times a toner can correct this particular problem. Unfortunately it did not, and once I was made aware of the problem I called the client directly to address the concerns. This had happened on a Sunday afternoon, and I was not made aware of this until that evening. I came to work immediately the next morning and called the client given the phone number provided. She did not answer, but I spoke to her husband. I apologized for the quality of the service she had received and stayed open until very late that next evening to accommodate the clients' work schedule, and our master colorist fixed her hair and the client left happy. She then returned to our salon later that week and received a special occasion style, and was also happy with that service. At no time was the client denied free color correction. The client's husband (not the client) called the salon on Sunday afternoon and berated our front desk associate, swore at her using vulgar profanity, and became irate with her because she told him that she was unable to assist him with this particular matter, but the owner would call him directly the following day (Monday), which I absolutely did. I work over 50 hours a week and it is not unreasonable for me to be at home on late Sunday afternoon with my two children. Her desired settlement is to have her hair corrected, which we already did. She was also provided with a free chemistry treatment to strengthen and fortify her hair.