Hair Phases International

We have not called Ms [redacted] a "liar"We have given a full description on how all things really happened and paid employees would never lie about such a delicate matter that could harm the businessOn the other hand we do not know where all her witnesses that our policy was displayed after the fact could be, and maybe she should pay more attention to whom she would get involved in this caseMs [redacted] was asked only to leave the premises at that moment because like she admitted, she was causing a "huge scene"As far as the defamation nobody has accused her either, however we find hard to believe that clients would randomly complain about their hair services while ordering a meal and a manager "to be" would have suggested to go talk to the owner to fix the problem, as we are neighbors businesses and should support each other, instead of taking it as an excuse to ask for a refundIf it is Ms [redacted] intention to bring her family to our business and take advantage of the Gift Certificate she will be more than welcome Respectfully [redacted]

I am rejecting this response because:
I do not wish to give my business to this "salon"I have been very patient and I do not think it is an unreasonable request to ask for my money back
I do not feel comfortable in any way going into this place and I do not wish to spend my hard earned money that I can be spending on my two children
in a store that is owned by people who are so disrespectful to a customerI think that it is insane to try and ask a customer to come back in to a place of business
after being treated in such a manner by not only the associates but the OWNERS!!!!!! There is no reason to take this to court and spend thousands of dollars on legal fees
I would simply like my money backIt is very simple and very clear, I would think that if the owners were as concerned as they claim to be about wanting to keep a civil
relationship between businesses and its associates they would not have let it escalate to this level in the first placeIt is very obvious that these peple do not care about the customer
and that is not he type of place I want to spend my moneyI am not saying anything negative online (such as ***) , nor have I said anything about it to
customersI have held my tongue in hopes that this could be solved in a professional manner and that is what I am hoping will happenI imagine that giving an unhappy
customer her $dollars back will not make or break a business that has been running as long as they claim

06.02.2015
Dear Sirs,After this one last response we confirm that we stand by our point however with no further explanations we have decided to make an exception compromising to give back Ms *** the 50% of what she claims ($75.00) out of courtesy, as we have never found ourselves in such case of refunding our possible customers, in the hope that this case will be coming to an end with no hard feelings.Looking forward to finding her in agreement with us, as soon as she will provide us with her physical address we will mail her a company check.Respectfully*** *** ***Hair Phases International Inc.Owner/CEO

Dear Sirs, With all respect I do have to start saying that most of this complaint doesn’t correspond to the truthMr *** relative
has purchased a gift certificate made out of our own creativity and never criticized by any other customer although we have always been receptive to constructive comments to better our business, almost a month ago (April 10th 2015)When Ms*** stopped at the salon to ask for a refund she was explained that our policy states no cash nor credit for refunds but store credit and days after the purchaseAfter not being satisfied with the response she was given my phone number and when after a few days she left me a voicemail I called her back in a timely mannerI tried to explain again our policy and only when she said that “that was not the gift that she wanted” I responded that it sounded like a personal issue with her fiance’ and a business shouldn’t be paying for that matterAt that point she said that the real reason why she will never come to get a service in our salon is because many of the clients from *** Bread (her workplace and our “neighbor” where we spend on daily basis) have said that were not happy with usThat’s when I asked if our business should be paying out of its pockets for something we haven’t failed with her but for what apparently other people have said, but if the trust on us was the problem she could have used the credit towards products in storeHaving Ms *** refused all my proposals I said that at that point there’s was nothing I could do and I suggested to meet with the main owner on Monday May 11th at pmUnfortunately we both were kept in a meeting with no possibilities to take phone calls and that’s why my assistant told her soMeantime Ms *** left me voicemailsThe owner of HPI can finally call her back and since we find very unprofessional that she knows so well how many of our clients have disclosed their negative feedback about us, he mentioned to her that it would have been necessary to talk to her manager, only for business purposesThe phone call had to stop as Ms*** won’t let him speakThen she called again at this time yelling at me that if it "was not my day off I should have been at work" and claiming again her money stating that I was stealing from herAt that point I told her that she was trying to get money from us as it has been for a while in the business bank accountMeantime I was not aware that I was put on a speaker phone at the reception area of my business site and since she didn’t give me any opportunity to talk, in order to stop her I suggested to go ahead and complain to Revdex.com as she previously threatened in one of the voicemails that she has leftWhen I was able to go to the salon I have listened to the description of the full episode occurred while clients were getting services, the general embarrassment that has been created by Ms ***, at this is the only reason why one of our operators found himself in the position to tell her that he would have called the authorities, as all our employees are told to do in any case of personal safety or damage to the businessNone of the HPI employees (three witnesses) has used bad words and definitively it didn’t happened in such a very difficult situation already where somebody has been instead screaming and cursing the whole time, using in fact the "F" word during business hoursOn a personal note I would like to mention that Hair Phases International has been in business for almost years in Natomas and it is well known for customer service and great operators (see attachment pct 3) and never we had to refund a gift certificate, however if Ms ***’s fiance’ was concerned about the possibility of a refund he could have asked and we would have shown him the sign posted on our reception area (see attachment pct1-pct2)In any case rarely such an amount would be refunded after almost a monthAs far as the professionalism part we have material and witnesses enough to establish where it standsRespectfully *** *** *** Hair Phases International IncOwner/CEO *** ***

I am rejecting this response because: The owner calls me a liar but proceeds to simply rephrase what I had already stated. The owners were unprofessional, hung up on me. I said previously that she would not give me a refund because the owner said it was already in her bank account, and she just said the EXACT SAME THING in different wording. I am not even welcomed in the establishment at this point. I have never said anything to a customer in [redacted] bread that was negative about hair phases international. There has been no defamation of the company on my part and I do not appreciate the accusation. I WILL NOT go into an establishment where I feel uncomfortable or unappreciated and I am sure anyone can relate to that. The "NO REFUND" policy was not posted nor was it anywhere on the GIFT CERTIFICATE where it NEEDS TO BE under CALIFORNIA LAW. I am tired of the back and forth with all of this nonsense and I do not appreciate being called a liar. I have no problem admitting that I was extremely upset and still am. I would like a refund because if you are owning a business in CALIFORNIA you should be following CALIFORNIA LAW! It is very simple, I believe that this no refunds policy was posted after the incident and I don't feel that I should continue to suffer because of the company's mistake. I would think that an owner of a Business would rather refund a measly $150 than cause a huge scene and lose customers. I have to say that had this experience gone differently, myself and my 8 brothers and sisters MAY have gone here for services however the unprofessionalism and disrespect has made it impossible for me to even enter the premises. I have many witnesses as well who are not my paid employees who can attest tothe "no refund" policy not being there or visible, nor was that communicated to my fiancé by the management.

We have not called Ms. [redacted] a "liar". We have given a full description on how all things really happened and paid employees would never lie about such a delicate matter that could harm the business. On the other hand we do not know where all her witnesses that our policy was displayed after the fact could be, and maybe she should pay more attention to whom she would get involved in this case. Ms. [redacted] was asked only to leave the premises at that moment because like she admitted, she was causing a "huge scene". As far as the defamation nobody has accused her either, however we find hard to believe that clients  would randomly complain about their hair services while ordering a meal and  a manager "to be" would have suggested to go talk to the owner to fix the problem, as we are neighbors businesses and should support each other, instead of taking it as an excuse to ask for a refund. If it is Ms. [redacted] intention to bring her family to our business and take advantage of the Gift Certificate she will be more than welcome.   Respectfully.   [redacted]

Review: I work next door to this salon and received a gift certificate as an anniversary present. There is nowhere on this piece of paper they gave my Fianc who had purchased it for me and there is nowhere in their store that says no refunds. The employees told me that they could not give me cash back so I asked if they could just put it back on his debit card, they said NO, and that I would need to speak with the owner of Hair Phases "[redacted]" I called her and left a voicemail, she called me back and told me that it was not her issue if I had heard bad reviews and that she should not have to give me my money back just because I had changed my mind. I told her I did not want services from this salon and she said she would meet me on Monday May 11th at 1pm at her place of business(Hair Phases)I arrived there early and waited nearly 20 minutes, her associates informed me she was not anywhere close and she was not answering calls. I left her a voicemail telling her it was extremely unprofessional and I was going to call the batter business bureau or file a lawsuit. Her co-owner called back and told me he was going to go to my work and talk to my boss and tell my boss that I was gossiping about his business. I told him that was untrue and he told me not to threaten [redacted] with lawsuits and hung up when I started talking. I went back to the salon only to find that they were still not thereat 2:35pmI called [redacted] back and after a long conversation she told me to go ahead and sue her because it was her money now in her bank account and her employee proceeded to tell me to get the [redacted] out or he would call the cops on me. There are no postings about NO REFUND policies, nothing on the piece of paper about no refunds and I have never seen such unprofessionalism in a workplace, especially from the owners!!!Desired Settlement: I would like them to refund the $150 dollar gift certificate that was purchased for me. I never used a penny of it and it is literally a piece of paper with the dollar amount and the company's website and address. It is a cheap piece of paper printed off of a computer and has no NO REFUND policies written anywhere on it.

Business

Response:

Dear Sirs, With all respect I do have to start saying that most of this complaint doesn’t correspond to the truth. Mr [redacted] relative has purchased a gift certificate made out of our own creativity and never criticized by any other customer although we have always been receptive to constructive comments to better our business, almost a month ago (April 10th 2015). When Ms. [redacted] stopped at the salon to ask for a refund she was explained that our policy states no cash nor credit for refunds but store credit and 10 days after the purchase. After not being satisfied with the response she was given my phone number and when after a few days she left me a voicemail I called her back in a timely manner. I tried to explain again our policy and only when she said that “that was not the gift that she wanted” I responded that it sounded like a personal issue with her fiance’ and a business shouldn’t be paying for that matter. At that point she said that the real reason why she will never come to get a service in our salon is because many of the clients from [redacted] Bread (her workplace and our “neighbor” where we spend on daily basis) have said that were not happy with us. That’s when I asked if our business should be paying out of its pockets for something we haven’t failed with her but for what apparently other people have said, but if the trust on us was the problem she could have used the credit towards products in store. Having Ms [redacted] refused all my proposals I said that at that point there’s was nothing I could do and I suggested to meet with the main owner on Monday May 11th at 1.00 pm.. Unfortunately we both were kept in a meeting with no possibilities to take phone calls and that’s why my assistant told her so. Meantime Ms [redacted] left me 2 voicemails. The owner of HPI can finally call her back and since we find very unprofessional that she knows so well how many of our clients have disclosed their negative feedback about us, he mentioned to her that it would have been necessary to talk to her manager, only for business purposes. The phone call had to stop as Ms. [redacted] won’t let him speak. Then she called again at this time yelling at me that if it "was not my day off I should have been at work" and claiming again her money stating that I was stealing from her. At that point I told her that she was trying to get money from us as it has been for a while in the business bank account. Meantime I was not aware that I was put on a speaker phone at the reception area of my business site and since she didn’t give me any opportunity to talk, in order to stop her I suggested to go ahead and complain to Revdex.com as she previously threatened in one of the voicemails that she has left. When I was able to go to the salon I have listened to the description of the full episode occurred while clients were getting services, the general embarrassment that has been created by Ms [redacted], at this is the only reason why one of our 3 operators found himself in the position to tell her that he would have called the authorities, as all our employees are told to do in any case of personal safety or damage to the business. None of the HPI employees (three witnesses) has used bad words and definitively it didn’t happened in such a very difficult situation already where somebody has been instead screaming and cursing the whole time, using in fact the "F" word during business hours. On a personal note I would like to mention that Hair Phases International has been in business for almost 10 years in Natomas and it is well known for customer service and great operators (see attachment pct 3) and never we had to refund a gift certificate, however if Ms [redacted]’s fiance’ was concerned about the possibility of a refund he could have asked and we would have shown him the sign posted on our reception area (see attachment pct1-pct2). In any case rarely such an amount would be refunded after almost a month. As far as the professionalism part we have material and witnesses enough to establish where it stands. Respectfully. [redacted] Hair Phases International Inc. Owner/CEO [redacted]

Consumer

Response:

I am rejecting this response because: The owner calls me a liar but proceeds to simply rephrase what I had already stated. The owners were unprofessional, hung up on me. I said previously that she would not give me a refund because the owner said it was already in her bank account, and she just said the EXACT SAME THING in different wording. I am not even welcomed in the establishment at this point. I have never said anything to a customer in [redacted] bread that was negative about hair phases international. There has been no defamation of the company on my part and I do not appreciate the accusation. I WILL NOT go into an establishment where I feel uncomfortable or unappreciated and I am sure anyone can relate to that. The "NO REFUND" policy was not posted nor was it anywhere on the GIFT CERTIFICATE where it NEEDS TO BE under CALIFORNIA LAW. I am tired of the back and forth with all of this nonsense and I do not appreciate being called a liar. I have no problem admitting that I was extremely upset and still am. I would like a refund because if you are owning a business in CALIFORNIA you should be following CALIFORNIA LAW! It is very simple, I believe that this no refunds policy was posted after the incident and I don't feel that I should continue to suffer because of the company's mistake. I would think that an owner of a Business would rather refund a measly $150 than cause a huge scene and lose customers. I have to say that had this experience gone differently, myself and my 8 brothers and sisters MAY have gone here for services however the unprofessionalism and disrespect has made it impossible for me to even enter the premises. I have many witnesses as well who are not my paid employees who can attest tothe "no refund" policy not being there or visible, nor was that communicated to my fiancé by the management.

Business

Response:

We have not called Ms. [redacted] a "liar". We have given a full description on how all things really happened and paid employees would never lie about such a delicate matter that could harm the business. On the other hand we do not know where all her witnesses that our policy was displayed after the fact could be, and maybe she should pay more attention to whom she would get involved in this case. Ms. [redacted] was asked only to leave the premises at that moment because like she admitted, she was causing a "huge scene". As far as the defamation nobody has accused her either, however we find hard to believe that clients would randomly complain about their hair services while ordering a meal and a manager "to be" would have suggested to go talk to the owner to fix the problem, as we are neighbors businesses and should support each other, instead of taking it as an excuse to ask for a refund. If it is Ms. [redacted] intention to bring her family to our business and take advantage of the Gift Certificate she will be more than welcome. Respectfully. [redacted]

Consumer

Response:

I am rejecting this response because:I do not wish to give my business to this "salon". I have been very patient and I do not think it is an unreasonable request to ask for my money back. I do not feel comfortable in any way going into this place and I do not wish to spend my hard earned money that I can be spending on my two childrenin a store that is owned by people who are so disrespectful to a customer. I think that it is insane to try and ask a customer to come back in to a place of businessafter being treated in such a manner by not only the associates but the OWNERS!!!!!! There is no reason to take this to court and spend thousands of dollars on legal feesI would simply like my money back. It is very simple and very clear, I would think that if the owners were as concerned as they claim to be about wanting to keep a civilrelationship between businesses and its associates they would not have let it escalate to this level in the first place. It is very obvious that these peple do not care about the customerand that is not he type of place I want to spend my money. I am not saying anything negative online (such as [redacted]) , nor have I said anything about it tocustomers. I have held my tongue in hopes that this could be solved in a professional manner and that is what I am hoping will happen. I imagine that giving an unhappy customer her $150 dollars back will not make or break a business that has been running as long as they claim.

Business

Response:

06.02.2015 Dear Sirs,After this one last response we confirm that we stand by our point however with no further explanations we have decided to make an exception compromising to give back Ms [redacted] the 50% of what she claims ($75.00) out of courtesy, as we have never found ourselves in such case of refunding our possible customers, in the hope that this case will be coming to an end with no hard feelings.Looking forward to finding her in agreement with us, as soon as she will provide us with her physical address we will mail her a company check.Respectfully.[redacted]Hair Phases International Inc.Owner/CEO