Initial Business Response /* (1000, 5, 2017/02/21) */
Contact Name and Title: [redacted], President
Contact Phone: [redacted]
Contact Email: [redacted]
This client had been enjoying a very good relationship with our salon and her stylist for the past 8 months. Over...
that time, she and her stylist, along with another stylist in the salon, added a fair amount purple color highlighted throughout the top of her hairstyle. Prior to her hair appointment on January 18th her stylist had discussed with her a completely different hairstyle with a matching light pastel purple color to match the picture she brought in.
On January 18th, they discussed the process of removing the existing color to match the photo she had provided. At this point her stylist informed her that bleaching was the best way to remove the existing purple from the top. The stylist then only applied the bleach to the existing colored pieces by foiling them out, avoiding bleaching anything that didn't need it. To say that there wasn't informed consent would mean there wasn't a mutual consultation which couldn't be further from the truth.
To further clarify; the client showed a picture of the color she desired, AS WELL AS A MUCH MORE TEXTURED STYLE, which was a significant departure from here usual smooth look. The color and cut was executed beautifully and pictures were taken to put on Instagram because it was that good. When she left, she was very happy, smiles all around.
As for the condition of her hair post service, her stylist had informed her that her hair would feel different, and there would be deep texturizing cut into her hair creating the texture to look like the picture. He had also sold her a texture product to aid in being able to style her hair. As is usual with every client, she was informed that if she needed help with styling it or had any questions to let him know. Her hair condition was never an issue because her hair was not "fried and falling out" when the service was done. Hair condition is subjective and we understand that if you have never had your hair bleached that it will feel drier and coarser which was explained. Under no circumstances was her hair near a state of being un-combable and falling out at that time.
From January 18th until on or about January 24h we had no contact with the client and assumed that she was happy. On or about January 24th she contacted her stylist who attempted to get her to commit to coming in and letting him see her hair in order to verify her complaint.
She returned to Paradise on the 27th to return products she had purchased prior to her appointment for her non-chemically treated hair. She refused to communicate with the stylist at that time. Furthermore, we had to mail her a check because she was unable to wait the 10 minutes it would have taken to issue her a refund check right then. Then when it didn't arrive in the mail on Monday she sent a Facebook message on January 31st saying she was well known, implying that if she didn't get her check soon she would malign our business. She never at any time requested a refund on her services, nor asked to speak to management, or wanted to talk with her stylist. She never left any indication that she was interested in any further communication from us. Her refund arrived the next day yet, she proceeded to take her complaints online, apparently not interested in finding a solution from us.
We feel that there was no fault or negligence on our part (except to not recommend a different product to use after her lightening service on that day) because the client's hair did not look unusually distressed when she left happy. She did not allow us to examine her hair later to determine the validity of her claim. Plus, she returned all her professional products, so we have no idea what products she uses on her hair now and how that may be contributing to how her hair has looked and felt since then.
We have over 700 five star reviews around the web, including two written by her, and provide outstanding service to our clients. We work very hard to give the customer the look they want, and will work with clients when we miss the mark within a reasonable time. If after trying to resolve an issue we fail to meet their expectations, we've always offered ways to make it right. Since this could have been easily remedied with a quick discussion the next day and the client in no way attempted to work with us on a solution, despite having had an excellent relationship with us, we will let her continue to publicly complain and elect not to issue her another refund.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to [redacted]s letter to you in his behalf, I wish to respond as follows.In his mention of my past relationship with the salon, I feel this has no bearing on the current situation.
The stylist he referred to in the letter who also colored my hair was himself and that is also a non relatable issue.
He stated that that prior to my appointment on the 18th of January that the process that was going to be used on my hair was discussed. It was definitely not. That is an untruth. There was absolutely no informed consent to bleaching my hair as when the stylist was in a back room I heard him mention bleach and replied that I had NEVER had bleach put in my hair before and nothing else was said. He began his styling process, and not being a stylist myself, was unaware of what was being applied to my hair. I trusted my stylist as I had in the past.
I provided a photo of a style and color I admired, but was never given an explanation as to what would be needed to achieve the look. [redacted] then refers to something about a textured style and departure from my usual style, again I was not aware of any of this salon lingo. Photos were taken by the stylist, not by myself. He is known for being edgy with his style. Not a bad thing necessarily.
I, of course appeared happy as I left as I had a new style that appeared cute , but I had no way of knowing the damage to my hair until I washed it to discover it was strawlike, unworkable or combable and was falling out.
[redacted] said I was informed my hair would feel different and was texturized. This is , again, untrue. The product that was sold to me at my request was for styling purposes. No products were recommended for future care, nor were there any post care instructions. I did contact the stylist by face book and described my hair. He replied that my description "scared him". Naturally my hair did not appear fried at the time as product was used that I was not aware of and it promptly washed out.
He stated it was explained to me regarding the way my hair would feel and, again, this is untrue. There was daily facebook contact that was unresponded to. When I returned to refund my now unusable products I was , as stated in my original complaint, very distressed and crying the entire time.I told my stylist that "I loved him, but could not speak". I opted to have my refund sent as I was very upset.The gentleman in charge of the salon store, [redacted], followed me out to my car to try to console me and gave me a few recommendations for products to use to help my obviously damaged hair. He even tried to run his fingers through it unsuccessfully.
I privately messaged the owners wife regarding my refund and was very polite.
[redacted] from the salon had been in almost daily contact with me to give me professional advice as to the care of my unworkable hair.
My hair, as I mentioned, was examined by [redacted] of the salon, so [redacted]s claim of my not allowing the salon to examine my hair is, again, untrue. His reference to his online accolades is a mute point. To date there has been no contact from the management, which seems a very easy resolution.All of my posts regarding this salon pleaded for response.
As stated in my original complaint I feel I should be at least compensated.
Thank you for your time.
Sincerely,
[redacted]
Final Consumer Response /* (3000, 17, 2017/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have seen the after pics taken by [redacted], which really do not appear the same as photo provided, but nevertheless, are not the point of this complaint. My hair at the time of visit had just been professionally done and salon product had been used. As I had stated previously, I was fine at the time of appointment. It was not until I had showered at home and washed my hair for the first time after my appointment that I discovered it was ruined, dry, straw-like, and fried. No one, even the very worst of hairdressers would have allowed me to look the way I did when their product and styling were not available at my home after I showered. I was devastated. Again, I submit, I cried everyday for three weeks. I had hair falling out and could not get a comb through it. I have explained all this before.
I fail to see what [redacted]s submission of photos proves, as these were salon styles. They were not the aftermath. I have spent hundreds on product that has been recommended by their then salon product manager, [redacted].To date, everyday is a battle to look halfway presentable. I have considered shaving my head to restore my what once beautiful hair.
Thanks again for your time and consideration.
[redacted]
Final Business Response /* (1000, 15, 2017/02/28) */
[redacted]Document Attached[redacted]
Here is a link to the after picture:
[redacted]
The other image here is the picture she showed us of her desired look.
Initial Business Response /* (1000, 5, 2017/02/21) */
Contact Name and Title: [redacted], President
Contact Phone: [redacted]
Contact Email: [redacted]
This client had been enjoying a very good relationship with our salon and her stylist for the past 8 months. Over...
that time, she and her stylist, along with another stylist in the salon, added a fair amount purple color highlighted throughout the top of her hairstyle. Prior to her hair appointment on January 18th her stylist had discussed with her a completely different hairstyle with a matching light pastel purple color to match the picture she brought in.
On January 18th, they discussed the process of removing the existing color to match the photo she had provided. At this point her stylist informed her that bleaching was the best way to remove the existing purple from the top. The stylist then only applied the bleach to the existing colored pieces by foiling them out, avoiding bleaching anything that didn't need it. To say that there wasn't informed consent would mean there wasn't a mutual consultation which couldn't be further from the truth.
To further clarify; the client showed a picture of the color she desired, AS WELL AS A MUCH MORE TEXTURED STYLE, which was a significant departure from here usual smooth look. The color and cut was executed beautifully and pictures were taken to put on Instagram because it was that good. When she left, she was very happy, smiles all around.
As for the condition of her hair post service, her stylist had informed her that her hair would feel different, and there would be deep texturizing cut into her hair creating the texture to look like the picture. He had also sold her a texture product to aid in being able to style her hair. As is usual with every client, she was informed that if she needed help with styling it or had any questions to let him know. Her hair condition was never an issue because her hair was not "fried and falling out" when the service was done. Hair condition is subjective and we understand that if you have never had your hair bleached that it will feel drier and coarser which was explained. Under no circumstances was her hair near a state of being un-combable and falling out at that time.
From January 18th until on or about January 24h we had no contact with the client and assumed that she was happy. On or about January 24th she contacted her stylist who attempted to get her to commit to coming in and letting him see her hair in order to verify her complaint.
She returned to Paradise on the 27th to return products she had purchased prior to her appointment for her non-chemically treated hair. She refused to communicate with the stylist at that time. Furthermore, we had to mail her a check because she was unable to wait the 10 minutes it would have taken to issue her a refund check right then. Then when it didn't arrive in the mail on Monday she sent a Facebook message on January 31st saying she was well known, implying that if she didn't get her check soon she would malign our business. She never at any time requested a refund on her services, nor asked to speak to management, or wanted to talk with her stylist. She never left any indication that she was interested in any further communication from us. Her refund arrived the next day yet, she proceeded to take her complaints online, apparently not interested in finding a solution from us.
We feel that there was no fault or negligence on our part (except to not recommend a different product to use after her lightening service on that day) because the client's hair did not look unusually distressed when she left happy. She did not allow us to examine her hair later to determine the validity of her claim. Plus, she returned all her professional products, so we have no idea what products she uses on her hair now and how that may be contributing to how her hair has looked and felt since then.
We have over 700 five star reviews around the web, including two written by her, and provide outstanding service to our clients. We work very hard to give the customer the look they want, and will work with clients when we miss the mark within a reasonable time. If after trying to resolve an issue we fail to meet their expectations, we've always offered ways to make it right. Since this could have been easily remedied with a quick discussion the next day and the client in no way attempted to work with us on a solution, despite having had an excellent relationship with us, we will let her continue to publicly complain and elect not to issue her another refund.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to [redacted]s letter to you in his behalf, I wish to respond as follows.In his mention of my past relationship with the salon, I feel this has no bearing on the current situation.
The stylist he referred to in the letter who also colored my hair was himself and that is also a non relatable issue.
He stated that that prior to my appointment on the 18th of January that the process that was going to be used on my hair was discussed. It was definitely not. That is an untruth. There was absolutely no informed consent to bleaching my hair as when the stylist was in a back room I heard him mention bleach and replied that I had NEVER had bleach put in my hair before and nothing else was said. He began his styling process, and not being a stylist myself, was unaware of what was being applied to my hair. I trusted my stylist as I had in the past.
I provided a photo of a style and color I admired, but was never given an explanation as to what would be needed to achieve the look. [redacted] then refers to something about a textured style and departure from my usual style, again I was not aware of any of this salon lingo. Photos were taken by the stylist, not by myself. He is known for being edgy with his style. Not a bad thing necessarily.
I, of course appeared happy as I left as I had a new style that appeared cute , but I had no way of knowing the damage to my hair until I washed it to discover it was strawlike, unworkable or combable and was falling out.
[redacted] said I was informed my hair would feel different and was texturized. This is , again, untrue. The product that was sold to me at my request was for styling purposes. No products were recommended for future care, nor were there any post care instructions. I did contact the stylist by face book and described my hair. He replied that my description "scared him". Naturally my hair did not appear fried at the time as product was used that I was not aware of and it promptly washed out.
He stated it was explained to me regarding the way my hair would feel and, again, this is untrue. There was daily facebook contact that was unresponded to. When I returned to refund my now unusable products I was , as stated in my original complaint, very distressed and crying the entire time.I told my stylist that "I loved him, but could not speak". I opted to have my refund sent as I was very upset.The gentleman in charge of the salon store, [redacted], followed me out to my car to try to console me and gave me a few recommendations for products to use to help my obviously damaged hair. He even tried to run his fingers through it unsuccessfully.
I privately messaged the owners wife regarding my refund and was very polite.
[redacted] from the salon had been in almost daily contact with me to give me professional advice as to the care of my unworkable hair.
My hair, as I mentioned, was examined by [redacted] of the salon, so [redacted]s claim of my not allowing the salon to examine my hair is, again, untrue. His reference to his online accolades is a mute point. To date there has been no contact from the management, which seems a very easy resolution.All of my posts regarding this salon pleaded for response.
As stated in my original complaint I feel I should be at least compensated.
Thank you for your time.
Sincerely,
[redacted]
Final Consumer Response /* (3000, 17, 2017/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have seen the after pics taken by [redacted], which really do not appear the same as photo provided, but nevertheless, are not the point of this complaint. My hair at the time of visit had just been professionally done and salon product had been used. As I had stated previously, I was fine at the time of appointment. It was not until I had showered at home and washed my hair for the first time after my appointment that I discovered it was ruined, dry, straw-like, and fried. No one, even the very worst of hairdressers would have allowed me to look the way I did when their product and styling were not available at my home after I showered. I was devastated. Again, I submit, I cried everyday for three weeks. I had hair falling out and could not get a comb through it. I have explained all this before.
I fail to see what [redacted]s submission of photos proves, as these were salon styles. They were not the aftermath. I have spent hundreds on product that has been recommended by their then salon product manager, [redacted].To date, everyday is a battle to look halfway presentable. I have considered shaving my head to restore my what once beautiful hair.
Thanks again for your time and consideration.
[redacted]
Final Business Response /* (1000, 15, 2017/02/28) */
[redacted]Document Attached[redacted]
Here is a link to the after picture:
[redacted]
The other image here is the picture she showed us of her desired look.