As I previously stated, when I spoke with *** ***, I told her I would check into what had happenedI wanted to speak with KailynI also pulled out her receipt and saw she left a tip for Kailyn in the amount of $ Why would someone who was so unhappy leave a gratutity which is purely her choice and seen universally as an expression of gratitude for a job well done*** *** also submitted a photo of her hair before the service was completeThat is very misleadingKailyn is a qualified stylist licesned by the *** State Board of CosemtologyIt is perfectly legal and common for a stlyist to be the only person in the salonThere are salon lofts and booth rentals all over the USA that operate this way dailyWe are a very small salon, as stated on our web page*** *** seems to be seeking reimbursement on the grounds that our salon did not meet her expectationsShe is upset that I left for personal businessI am entitled to a break and as the salon owner I can make my own schedule, none of that has any bearing on *** ***'s serviceIn this reply she states she has back problemsNone of that was mentioned before and again has nothing to do with the service providedI also stated previously that *** *** rejected my suggestion for a free consultationI tried to book her for the cinsultation first because it was clear she was already unhappy with her previous stylist and I was leery of someone who started off the relationship with us on the grounds of being so disappointed with their previous salonKailyn did the work for the service *** *** requested, she said *** *** told her she was happy with her hair before she left the salon and like I said she paid and tipped her stylistI have no control over her expectations of this being a bigger salon with multiple stylistsWe offer many different services here which are all listed on our websiteIf she didn't feel this was the right choice based on that I don't know what else I can sayShe is not going to be happy either wayI feel at this point we are wasting our time with all this back and fourthI do not feel Kailyn should be penalized after completing the workI never promised a refundI said I would look into it and do what was rightI offered to make it right and as I said before she refused even allow me to see her hairEven if she did not feel comfortable having her hair fixed here she could have let me see wht the problem was to determine the validity of a refund and also to work with Kailyn if she indeed had an issue that needed correctingShe left me no opportunity to correct this issue
When I got the phone call from [redacted] to inquire about an appointment with us, she started out by telling me how she had been left sitting under the dryer at the previous salon she had gone to. She went on to say the lady who did her hair before was too slow and always kept her there for...
hours. I could tell she was aprehensive about going to a new place so I offered [redacted] a free consultation prior to scheduling the hair color service. I suggested this to her three times explaining this would be a good way to meet the stylist and make her expectations clear so she could make sure she felt comfortable having her hair done here, she declined. Kailyn gave me the details of the service. She said [redacted] wasn't pleased with the initial color so Kailyn applied another color on her roots to tone them for her. When she shampooed the color out and dried [redacted]'s hair, [redacted] said it was much better and she was happy with it. When I received her phone call saying she was unhappy with her color I asked her to come back in so I could see her hair and I told her I would be happy to fix it for her. She refused to come in even to let me see her hair. I cannot rectify a situation like this if the client refuses to come in and even let me see them. I did not tell [redacted] I would refund her money, I did tell her I would look into it and talk with Kailyn. When I tried to get back to her there was no answer. I received her message the following morning and intended to call her when I had a break between clients. She called again and when I answered she asked for a refund and I told her that I had talked with Kailyn and went over what had transpired. I told her I had pulled her receipt and I was even more confused because I couldn't understand why she would leave a gratuity of $19.50 for a service she was unhappy with. She got ugly with me on the phone threatening to tell everyone how bad our salon is. I told her I was sorry she was unhappy but if she wouldn't come in so I could at least see her hair I was not refunding her money. In all fairness I did try to resolve this but [redacted] completely refused to be reasonable. Kailyn said she was happy when she left the salon. We have clients in and out of here all the time, no one has ever had this issue before. I feel I do not owe her a refund. Kailyn did the work and she should be paid for her time. I am not sure why she was upset that I left the salon I used my lunch break to go home for an appointment there. I wasn't doing her hair, Kailyn was. I think [redacted] expected a very different enviroment. We are a small salon and she seemed to think that was a bad thing. I am sorry she wasn't pleased and I hope she finds a salon she is happy with. Brenda M.
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.
Regards,
[redacted] Ms. M. is incorrect about why I was looking for a new salon. I never said that I was left for hours under a dryer. I said that my stylist took on multiple clients at a time. Even with this, I was still in and out of that salon in a 2 hour period. When I called her salon initially, she asked if I could come in that day at 12:00 for a consultation. I already had plans and could not come in at that time. She said that I would have a consultation at the time of my appointment, which I believe is customary. I do not believe that I "got ugly" with Ms. M.. I simply stated that I could not believe that she offered to "make things right and give me a refund" and then turned around the next day and said that she didn't. I told her that I couldn't believe a business owner would act that way. She even said, "well the more I think about it". She offered a refund, plain and simple. I had to get my hair fixed. It cost me another $120.00. Kailyn seemed very inexperienced and nervous. I have no problems with the size of the salon. It is a matter of professionalism.
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.
Regards,
[redacted] In response to the tip, I always tip 15%, no matter what the service. It was very awkward that Kailyn was the one ringing me out. If it had been a receptionist, I probably would not have tipped as much since I was not happy with the service. Anyone doing hair has to be licensed by the board of cosmetology. This does not reflect their skill level. And yes, it may be perfectly legal to have one person working alone in a salon. But that does not mean that it is a good idea. I have been to a Salon Lofts with my daughter. I have seen the set up. There are many individual stylists in their own areas. But there is not just one person in an entire building. Yes, Ms. Morrow is entitled to a break and can make her own schedule. However, I find it strange that she mentions that she was leery of me as a customer. Yet she decided to schedule her break for the entire time I was there as a brand new customer. She left the minute I arrived and never came back. I would think that if you had a new customer who seemed nervous about a new salon, you might want to ensure their satisfaction and make sure that they were comfortable. It just seems like a very poor business decision. Had she been there, maybe we wouldn't be in this situation today. Again, yes, Ms. M. did promise a refund. I am not going to waiver on this. My husband was there for this conversation and will verify what he heard. Ms. M. asked if I wanted to let her tone my hair. I told her that I was not comfortable coming back into her salon after my poor experience that day with Kailyn. Again, she said, "How can I make things right?" I told her that I would like a refund. She agreed to the refund, asked how I paid, told me she would look up my information and call me back. We have been over all of this. This is really becoming a waste of time. Ms. M. needs to refund me. What I experienced that day way beyond awful. Almost 4 hours in a chair for a hair process that should have taken 1 1/2 hours. Maximum 2. Especially since I was the only person there. Again, Kailyn's hands were shaking the entire time...I did not know if she was nervous, or having some kind of caffeine withdraw. I have tried to explain as simply as possible. It was not that difficult of a process. I cannot believe that Ms. M. would expect me to want to come back into her salon after having such a horrible experience. I expect a full refund. Ms. M. needs to fulfill this, or I will take her to small claims court to resolve this issue. Thank you,[redacted]
I feel that I made a sincere attempt to make things right with [redacted]. She flatly refused to come back in so I could even see her hair. How am I to "fix" something when the client refuses to even allow me to see it. Anyone could leave the salon and call back asking for a refund just to get out of paying for their service. I should be allowed to see the work if the client requests a refund. I also find it misleading that [redacted] included a picture of her hair before the second color application was applied. What was shown in the picture was not the finished product. [redacted] is not going to be a happy client any way I go with this situation. It is completely unfair for Kailyn to have done the work and then not be paid. I have never had any complaints about our service. There are many different kinds of salons out there. Each person has to find the one that feels right to them. Our salon is not that place for [redacted], however that doesn't substantiate a refund for services rendered. I hope [redacted] Mailnoff finds her "salon home" and is happy with her hair. I think this is a learning experience that both [redacted] and us as hair stylists can learn from. The consultation is very important, especially when you are giving or receiving a chemical service. Each party should take the time for the consultation. I feel if [redacted] had come in for the free consutation as I had suggested all of this would have been avoided. I do not feel a refund should be issued.
I would just like to know why I was told by Brenda that she would refund me to "make things right". This was the conversation that we had on the evening of 4/5/17 when I told her how unhappy I was with my experience at her salon. I am not sure why she changed her mind overnight. The next day she said, "The more I think about it, I am not going to refund you." I am not going to argue back and forth. If this is how she wants to do business that is up to her. I would think that it would be much more productive to have a happy customer than an unhappy customer. I am more likely to tell people of how poorly I was treated by a business than if I was treated well. This conversation was heard by my husband as I was on speaker phone. So when he heard of her change of mind the next day, he was also very surprised.
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.
Regards,
[redacted] What Brenda is not addressing is that SHE offered me a refund on 4/5 when we spoke. Why would I want to come back into her salon after I told her what a terrible experience I had just had? I was left alone with a seemingly inexperienced stylist, for almost 4 hours. I was stuck in a chair for three times longer that what it should have taken for this process. I have back problems. I was in so much pain from sitting for such a long period of time. Perhaps if Ms. M. had been at her salon instead of being out taking care of personal business, she could have seen what was happening and interjected. I told her that I was absolutely not comfortable with her "fixing" my hair. From what Kailyn told me they are mainly a male hair replacement salon. Maybe they do some women's hair. But I do not get the impression that this is their specialty. I have NEVER asked for a refund from any business. However, I do expect a business to provide the service that is advertised. I find the Above the Fringe website very misleading. I just want to know why Brenda offered a refund on 4/5 and then lied the next day and said she didn't. This is such poor customer service. If a customer is that unsatisfied with a service, and you offer them a refund, you need to stand by your word.
As I previously stated, when I spoke with *** ***, I told her I would check into what had happenedI wanted to speak with KailynI also pulled out her receipt and saw she left a tip for Kailyn in the amount of $ Why would someone who was so unhappy leave a gratutity which is purely her choice and seen universally as an expression of gratitude for a job well done*** *** also submitted a photo of her hair before the service was completeThat is very misleadingKailyn is a qualified stylist licesned by the *** State Board of CosemtologyIt is perfectly legal and common for a stlyist to be the only person in the salonThere are salon lofts and booth rentals all over the USA that operate this way dailyWe are a very small salon, as stated on our web page*** *** seems to be seeking reimbursement on the grounds that our salon did not meet her expectationsShe is upset that I left for personal businessI am entitled to a break and as the salon owner I can make my own schedule, none of that has any bearing on *** ***'s serviceIn this reply she states she has back problemsNone of that was mentioned before and again has nothing to do with the service providedI also stated previously that *** *** rejected my suggestion for a free consultationI tried to book her for the cinsultation first because it was clear she was already unhappy with her previous stylist and I was leery of someone who started off the relationship with us on the grounds of being so disappointed with their previous salonKailyn did the work for the service *** *** requested, she said *** *** told her she was happy with her hair before she left the salon and like I said she paid and tipped her stylistI have no control over her expectations of this being a bigger salon with multiple stylistsWe offer many different services here which are all listed on our websiteIf she didn't feel this was the right choice based on that I don't know what else I can sayShe is not going to be happy either wayI feel at this point we are wasting our time with all this back and fourthI do not feel Kailyn should be penalized after completing the workI never promised a refundI said I would look into it and do what was rightI offered to make it right and as I said before she refused even allow me to see her hairEven if she did not feel comfortable having her hair fixed here she could have let me see wht the problem was to determine the validity of a refund and also to work with Kailyn if she indeed had an issue that needed correctingShe left me no opportunity to correct this issue
When I got the phone call from [redacted] to inquire about an appointment with us, she started out by telling me how she had been left sitting under the dryer at the previous salon she had gone to. She went on to say the lady who did her hair before was too slow and always kept her there for...
hours. I could tell she was aprehensive about going to a new place so I offered [redacted] a free consultation prior to scheduling the hair color service. I suggested this to her three times explaining this would be a good way to meet the stylist and make her expectations clear so she could make sure she felt comfortable having her hair done here, she declined. Kailyn gave me the details of the service. She said [redacted] wasn't pleased with the initial color so Kailyn applied another color on her roots to tone them for her. When she shampooed the color out and dried [redacted]'s hair, [redacted] said it was much better and she was happy with it. When I received her phone call saying she was unhappy with her color I asked her to come back in so I could see her hair and I told her I would be happy to fix it for her. She refused to come in even to let me see her hair. I cannot rectify a situation like this if the client refuses to come in and even let me see them. I did not tell [redacted] I would refund her money, I did tell her I would look into it and talk with Kailyn. When I tried to get back to her there was no answer. I received her message the following morning and intended to call her when I had a break between clients. She called again and when I answered she asked for a refund and I told her that I had talked with Kailyn and went over what had transpired. I told her I had pulled her receipt and I was even more confused because I couldn't understand why she would leave a gratuity of $19.50 for a service she was unhappy with. She got ugly with me on the phone threatening to tell everyone how bad our salon is. I told her I was sorry she was unhappy but if she wouldn't come in so I could at least see her hair I was not refunding her money. In all fairness I did try to resolve this but [redacted] completely refused to be reasonable. Kailyn said she was happy when she left the salon. We have clients in and out of here all the time, no one has ever had this issue before. I feel I do not owe her a refund. Kailyn did the work and she should be paid for her time. I am not sure why she was upset that I left the salon I used my lunch break to go home for an appointment there. I wasn't doing her hair, Kailyn was. I think [redacted] expected a very different enviroment. We are a small salon and she seemed to think that was a bad thing. I am sorry she wasn't pleased and I hope she finds a salon she is happy with. Brenda M.
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.
Regards,
[redacted] Ms. M. is incorrect about why I was looking for a new salon. I never said that I was left for hours under a dryer. I said that my stylist took on multiple clients at a time. Even with this, I was still in and out of that salon in a 2 hour period. When I called her salon initially, she asked if I could come in that day at 12:00 for a consultation. I already had plans and could not come in at that time. She said that I would have a consultation at the time of my appointment, which I believe is customary. I do not believe that I "got ugly" with Ms. M.. I simply stated that I could not believe that she offered to "make things right and give me a refund" and then turned around the next day and said that she didn't. I told her that I couldn't believe a business owner would act that way. She even said, "well the more I think about it". She offered a refund, plain and simple. I had to get my hair fixed. It cost me another $120.00. Kailyn seemed very inexperienced and nervous. I have no problems with the size of the salon. It is a matter of professionalism.
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.
Regards,
[redacted] In response to the tip, I always tip 15%, no matter what the service. It was very awkward that Kailyn was the one ringing me out. If it had been a receptionist, I probably would not have tipped as much since I was not happy with the service. Anyone doing hair has to be licensed by the board of cosmetology. This does not reflect their skill level. And yes, it may be perfectly legal to have one person working alone in a salon. But that does not mean that it is a good idea. I have been to a Salon Lofts with my daughter. I have seen the set up. There are many individual stylists in their own areas. But there is not just one person in an entire building. Yes, Ms. Morrow is entitled to a break and can make her own schedule. However, I find it strange that she mentions that she was leery of me as a customer. Yet she decided to schedule her break for the entire time I was there as a brand new customer. She left the minute I arrived and never came back. I would think that if you had a new customer who seemed nervous about a new salon, you might want to ensure their satisfaction and make sure that they were comfortable. It just seems like a very poor business decision. Had she been there, maybe we wouldn't be in this situation today. Again, yes, Ms. M. did promise a refund. I am not going to waiver on this. My husband was there for this conversation and will verify what he heard. Ms. M. asked if I wanted to let her tone my hair. I told her that I was not comfortable coming back into her salon after my poor experience that day with Kailyn. Again, she said, "How can I make things right?" I told her that I would like a refund. She agreed to the refund, asked how I paid, told me she would look up my information and call me back. We have been over all of this. This is really becoming a waste of time. Ms. M. needs to refund me. What I experienced that day way beyond awful. Almost 4 hours in a chair for a hair process that should have taken 1 1/2 hours. Maximum 2. Especially since I was the only person there. Again, Kailyn's hands were shaking the entire time...I did not know if she was nervous, or having some kind of caffeine withdraw. I have tried to explain as simply as possible. It was not that difficult of a process. I cannot believe that Ms. M. would expect me to want to come back into her salon after having such a horrible experience. I expect a full refund. Ms. M. needs to fulfill this, or I will take her to small claims court to resolve this issue. Thank you,[redacted]
I feel that I made a sincere attempt to make things right with [redacted]. She flatly refused to come back in so I could even see her hair. How am I to "fix" something when the client refuses to even allow me to see it. Anyone could leave the salon and call back asking for a refund just to get out of paying for their service. I should be allowed to see the work if the client requests a refund. I also find it misleading that [redacted] included a picture of her hair before the second color application was applied. What was shown in the picture was not the finished product. [redacted] is not going to be a happy client any way I go with this situation. It is completely unfair for Kailyn to have done the work and then not be paid. I have never had any complaints about our service. There are many different kinds of salons out there. Each person has to find the one that feels right to them. Our salon is not that place for [redacted], however that doesn't substantiate a refund for services rendered. I hope [redacted] Mailnoff finds her "salon home" and is happy with her hair. I think this is a learning experience that both [redacted] and us as hair stylists can learn from. The consultation is very important, especially when you are giving or receiving a chemical service. Each party should take the time for the consultation. I feel if [redacted] had come in for the free consutation as I had suggested all of this would have been avoided. I do not feel a refund should be issued.
I would just like to know why I was told by Brenda that she would refund me to "make things right". This was the conversation that we had on the evening of 4/5/17 when I told her how unhappy I was with my experience at her salon. I am not sure why she changed her mind overnight. The next day she said, "The more I think about it, I am not going to refund you." I am not going to argue back and forth. If this is how she wants to do business that is up to her. I would think that it would be much more productive to have a happy customer than an unhappy customer. I am more likely to tell people of how poorly I was treated by a business than if I was treated well. This conversation was heard by my husband as I was on speaker phone. So when he heard of her change of mind the next day, he was also very surprised.
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.
Regards,
[redacted] What Brenda is not addressing is that SHE offered me a refund on 4/5 when we spoke. Why would I want to come back into her salon after I told her what a terrible experience I had just had? I was left alone with a seemingly inexperienced stylist, for almost 4 hours. I was stuck in a chair for three times longer that what it should have taken for this process. I have back problems. I was in so much pain from sitting for such a long period of time. Perhaps if Ms. M. had been at her salon instead of being out taking care of personal business, she could have seen what was happening and interjected. I told her that I was absolutely not comfortable with her "fixing" my hair. From what Kailyn told me they are mainly a male hair replacement salon. Maybe they do some women's hair. But I do not get the impression that this is their specialty. I have NEVER asked for a refund from any business. However, I do expect a business to provide the service that is advertised. I find the Above the Fringe website very misleading. I just want to know why Brenda offered a refund on 4/5 and then lied the next day and said she didn't. This is such poor customer service. If a customer is that unsatisfied with a service, and you offer them a refund, you need to stand by your word.