Flow Blow Dry Bar

Review: I went to have a blow out of my hair prior to an elegant occasion on August 31stI received a terrible service and a dirty and empty salonMy hair looked awful and employees at the salon agreed prior to my departureTwo days later, I called and asked for a refund for my blow dry and also scalp massageI was refused and referred to a NO REFUND policy that I signed when I entered the salonI was not told about this at allI assumed since I received suboptimal service, I would simply get my money back(as is proper customer service,).Instead, I was told that I needed to voice my concerns THAT DAY and that I could only come back to have another person repeat the same blow dryWell, Of course I do not want to return there.I attempted (as well as my bank) to reach the ownerShe was not availableI also wrote a review online so other potential customers could bewareShe wrote back a story full of lies and salacious commentsThis week, I saw my doctor and she said my scalp was irritated from the high temperatures and products used on my hairI did not tell the business this as I just want my money back and that is all.Desired Settlement: I want my money back for a poor service renderedI do not want to return there, I just want a refund
Business
Response:
RE: Revdex.com Complaint [redacted] 9/12/
To Whom It May Concern,
We are writing to respond to [redacted]’s complaint about her visit to FLOW on August 31st, Reading her account of what happened is surprising, if not shocking, as there are many things that she has stated that are falseFirst, she has never tried to contact the owner directly, nor did her bankHer form of communication was by calling the salon and speaking, as well as e-mailing, to our manager
When she came into FLOW on August 31st, it was pm, after our morning and afternoon rush appointments were winding down (we have proof of the time because it is in our books), and there were other guests who were finishing up their appointmentsSo the salon was not empty and the staff was not acting unprofessionalAlso, our salon is not dirtyEmployees perform detailed cleaning nightly which includes sweeping, dusting, wiping down mirrors, etcCleanliness and guest services are TOP priority at FLOW, which is why we have a 50% repeat guest percentage and a star rating on [redacted]: ('[redacted] When she was finished with her blowout, the stylist asked her how she liked her hair and she that she liked itShe did not tell the stylist that she was unhappy or that her scalp felt irritated from the high temperatures and productsWe use Kevin Murphy products which are sulphate and paraben freeSince we have opened FLOW, we have performed thousands of services on guests yet we have not received one complaint of scalp irritation from a blowout or productsDuring her manicure after the blowout, she did not voice any concerns about her experience eitherWhen she left FLOW, we have at least eyewitnesses who remember that she did not express any unhappiness about her experienceContrary to her statement that “employees at the salon agreed prior to her departure”, not one employee told her that, and we can get testimony from the employees about this
Then when she called FLOW, she asked our manager if she could receive a full refund on the blowout and scalp massageShe mentioned to the manager that her husband did not like her hairWe told her that we can not issue a refund because she did not voice any concerns before she left the salon about anything, (including her scalp being irritated which she never brought up until she filed the Revdex.com complaint)Our happiness policy at FLOW is that if a guest is unhappy with a service prior to leaving the salon we will be happy to fix it until they are 100% happyHowever, we do not issue refunds after a guest leaves having received the service, especially when the guest didn’t make mention of ever being unhappyWe did offer for her to come back for a complimentary blowout and scalp massage with another stylist and she refusedShe sent an e-mail, telling the manager to tell “the owner” (in quotations) that she would take further actionThereafter, she wrote the following nasty review on [redacted]:
I had a horrible experienceIn fact after the blowout, the woman who did my nails asked me if I had my hair done yetThe scalp massage was a jokeOn a Sat afternoon, there was noone there and the manager and staff were acting so unprofessional, it was embarrassingWhen asked for a refund due to the terrible job they did on my hair, I was referred to a 'happiness policy.’ again, a jokeDo not go here unless you are willing to leave looking worse than you cameI went to my event looking like I rolled out of bedHorrible place and I have been to many other blow dry bars in other cities—this one is a shame to the name
Note that the above comment was her original review, and later she added a sentence about her needing to see if her hair was damaged from her blowout, which is a claim she never addressed in her first complaints, nor did she ever tell us about going to her doctor regarding scalp irritationHere was FLOW’s response which is contrary to her Revdex.com complaint claim that our response was “ a story full of lies and salicious”It wasn’t a story, it is factsThere is no reason that we would lie about this situationAgain, we have several witnesses who can dispute her claims:
[redacted], I'm sorry you weren't happy with your experience at FLOWA review like this is hurtful to hearI wasn't in when you came in, but [redacted] did let me know that you came in later in the day (5:pm) last Saturday when our morning and afternoon rush appointments were winding downHe and the staff didn't realize you were unhappy with the blow-out at check-outYour appointment was with [redacted] who is one of our top requested stylists at FLOW, and who has performed hundreds of blowouts since we openedIf you felt like your hair was worse than when you came in after she was done, she would have been more than happy to fix it for you until you left loving your hairI spoke to the manicurist about what happened and she said that she was chatting with you in an attempt to make friendly conversation, and that you didn't express to her that you were unhappy with your blowout or scalp massage (you both chatted about kids and work and that it was your first time at FLOW, and you were testing out our services before you tried the competition)The next day, [redacted] received a phone call from you asking for a full refund on the blowout and scalp massageOur happiness policy states that if you are not satisfied with your style or service before you leave FLOW please let us know and we will do whatever we can to fix it until you are 100% satisfiedThis policy, and the friendliness and professionalism of our staff, is why our referral and repeat client rate is over 50% at FLOW and why were voted "Best Blowout in Northern VA" by Northern VA Magazine and "Best of [redacted]" by Washingtonian MagazineOf course, we won't be perfect, we are human, but we do respect, value, appreciate and care about each and every guest who walks in and out of the doorWe offered for you to come back for a complimentary blowout and scalp massage with another stylist, but you refused and threatened to take action with the Revdex.com, and now have written this reviewAgain, I'm sorry to hear that you had a negative experience but we did try to make it up youThank you
She then messaged us privately on [redacted] accusing our salon of being corruptAt this point, we are requesting that Revdex.com dismiss this claim because her complaints on [redacted] and to the Revdex.com is filled with allegations that are simply not trueWe do value guest services, and regret that she wasn’t happy, but we did offer her to come back for complimentary services when we were made aware of it, yet she refused and now is trying to damage our reputationWe feel that we responded to her in a professional, courteous manner and in no way, shape or form was any of our staff rude or unprofessional to her
Lastly, she is demanding that we refund her $when the amount of what she claims she is unhappy about is $The remaining $is the manicure which she told the manager she was “happy about”Because we feel we did what we could to offer her good customer service, yet we were met with a negative reaction our offer to have her come back for free services, not to mention her nasty [redacted] reviews with threats and now Revdex.com claim that includes accusations, we decline her request for a refund of $
Sincerely
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because: