Haka African Hair Braiding

July 28, 2015Dear *** ***,Haka African Braiding received the above-referenced customer complaint *** and appreciates the opportunity to respondSpecifically, ** *** complains that during her last stop at our shop she did not received the service that she felt entitled to and as a
result lost some braids in an effort to come up with a solution beneficial for both parties, have made the following offer tothe customer:- Exceptionally extended our Days return policy to accommodate the customer and allow her to return to our store to fix the issue that occurred during the customer previous visit.- Offered a $discount on any hair braiding service of her choosing, in our store, and at a time of convenience for her; the customer having stated initially in an email that she will contemplate a partial refund.We ask that you keep in mind that the customer complaint felt out of our store policy that gives five (5) days to customer in the event that issues arise following an hair braiding service to come back and have it redone free of charge; the same policy excludes any full refund whatsoever.Please see in attachment all my email attempts in resolving this matter; I have also added a copy of some of her social media personal attacks against my business.Haka African Braiding sincerely regrets any inconvenience this issue may have causedPlease feel free to contact me directly at *** if you have any additional questions or concerns in this matter.Haka, Owner, Haka African Braiding

June 16th After hearing the braider's version, *** *** came to our shop precisely Sunday, September to have her daughter's hair braidedA price of $was agreed within her and the braider for a specific size of braidsBut during the procedure she requested for smaller size
reason why a fear price of $was giving to herWe were not able to find trace of a phone's call or message from *** *** requesting for us to call her backInstead, an email was received on October 4th demanding us to contact her at ###-###-#### which I personally did that same day at around 4pm or 5pmA voice message was left since nobody answered, requesting her to call me at ###-###-#### about her issue but that message was never returned to this day.I'm deeply sorry and apologize for any frustration *** *** may have enduredI am confident the misunderstanding started when the braider went by what was demanded by the customer.Our shop policy direct us not to make refund once a service has been providedHowever, customers can come back within days if any issue ariseIn this specific case, *** *** contacted us six days after the service and never returned our phone call as we were attempting to find a comprehensive solution.To summarize, the refund will not apply based on our policy, however I am offering her exceptionally to do a free toufor her daughter (specifically trimming or redo the back that is bigger has she stated)This will be our way to correct the initial misunderstanding between her and the braider.I can be contacted at ###-###-#### or [email protected] (The Owner of Haka African Braiding)

July 28, Dear *** ***,
Haka African Braiding received the above-referenced customer complaint *** and appreciates the opportunity to respondSpecifically, ** *** complains that during her last stop at our shop she did not received the service that she felt
entitled to and as a result lost some braids in an effort to come up with a solution beneficial for both parties, have made the following offer tothe customer:- Exceptionally extended our Days return policy to accommodate the customer and allow her to return to our store to fix the issue that occurred during the customer previous visit- Offered a $discount on any hair braiding service of her choosing, in our store, and at a time of convenience for her; the customer having stated initially in an email that she will contemplate a partial refundWe ask that you keep in mind that the customer complaint felt out of our store policy that gives five (5) days to customer in the event that issues arise following an hair braiding service to come back and have it redone free of charge; the same policy excludes any full refund whatsoeverPlease see in attachment all my email attempts in resolving this matter; I have also added a copy of some of her social media personal attacks against my businessHaka African Braiding sincerely regrets any inconvenience this issue may have causedPlease feel free to contact me directly at *** if you have any additional questions or concerns in this matterHaka,
Owner, Haka African Braiding

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Over the phone it is a different conversation. I talked and emailed her with pictures. They do not even follow their own policies. I have saved those emails too and will file papers with Prince William District Court! I have gone back to the salon for what the call a "fix" Why should I kept returning! It did not fall outside of the policy time if you look at the times and dates of the emails. It should have been done right the first time.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Over the phone it is a different conversation. I talked and emailed her with pictures. They do not even follow their own policies. I have saved those emails too and will file papers with Prince William District Court! I have gone back to the salon for what the call a "fix" Why should I kept returning! It did not fall outside of the policy time if you look at the times and dates of the emails. It should have been done right the first time.
Regards,
[redacted]

Review: I received hair braiding services however the hair utilized is poor quality and will not curl and style. When I contacted the owner Haka to speak with her on 9/23/2013 of my concerns and disappointment, she stated that she will not be able to refund me my money or even provide partial refund as stated in their policy because they are braiders and do not curl hair. The hair was a product of their service and I am unable to maintain this style. She is unwilling to work with me,I want a refund. The company's response was:She is unwilling to give me a refund because they are braiders and do not curl the hair. She stated that I must try to curl it on my own or get assistance from someone such as a professional. The response is unacceptable as they provided this poor quality product.Desired Settlement: I would like a refund or partial refund. I was unable to keep the style for the prescribed amount of time.The vendor was unwilling to work with me.

Business

Response:

See attachment or check attachment tab.

Review: On Sunday, September 28th I requested to have a return call from a manager regarding this matter; however, I have yet to be contacted by anyone.

Last Saturday, September 27th I took my 7 year old daughter in for her appointment for single braids. When she was seated in the chair I explained exactly what I wanted and was told my price would be $120.00 (with an attitude). I remained polite, agreed and the braider began. Approximately 30 minutes later I informed the braider that I would be stepping out to pick up my son and would return soon. She said that was fine, I kissed my daughter and left. I returned approximately 40 minutes later. To my surprise she had finished braiding over half of my daughter's hair with much larger braids than I'd asked for. The braider did not began with these size braids, so I was very shocked and upset that she would do such a terrible job because I was not there watching.

I ask her about the different sizes of braids she'd done and told her I didn't like them. She then says that if I want them smaller it would be more expensive because it will take her longer. She says I'm going to charge you $140.00. I reply not for a child and not for the sloppy job she'd done. (It was very clear from the beginning that she did not want to braid my child's head.) She begins to talk to another braider in another language and then repeats that if I want her braids smaller it will be $20.00 more. I then tell her that I would only pay her $140.00 if she did a $140.00 job, which would mean that she needs to start over. She said well I will make the top small (with a nasty attitude) and she did.

After that she didn't say one word to me nor my daughter for the remainder of the 2 hours it took her to finish. NOT ONE!!! And she began to braid my daughter's hair so tight that she began crying (and my daughter does not have a sensitive scalp, she is used to having her hair braided). I had to console my daughter myself, she never apologized nor asked if she was ok. And no she never attempted to correct any of the problems. I was so disgusted by my treatment and quality of braiding I paid and took my daughter out of there as soon as she finished. And no she still did not say one word to my daughter and I. After I took a good look at my daughter's braids the next day I decided to call and ask to speak to the owner. I am still waiting for a return call. My daughter has loops of her real hair that were left sticking out, natural hair that is "poofing" out of the braid because the braider did not use grease or gel to smooth down/blend in my daughter's hair, one side of her is frizzy and barely crinkled on the ends, and braids of all different sizes and neatness. I would expect this type of work from someone braiding out of their home, charging half of what you do; but not from an establishment claiming to provide the best braiding in Northern Virginia.Desired Settlement: I would like a full refund for the terrible braids received, inconvenience, maltreatment, and ultimate dissatisfaction. I would also like for this company to remove their false advertising. Their website and social media pages claim that this establishment provides the best African braiding in Northern Virginia and that they have a commitment to quality and excellent customer service. They also claim to correct any service issue within 5 days of service; which I have not found to be true.

Business

Response:

June 16th 2014After hearing the braider's version, [redacted] came to our shop precisely Sunday, September 28 to have her daughter's hair braided. A price of $120 was agreed within her and the braider for a specific size of braids. But during the procedure she requested for smaller size reason why a fear price of $140 was giving to her... We were not able to find trace of a phone's call or message from [redacted] requesting for us to call her back. Instead, an email was received on October 4th demanding us to contact her at ###-###-#### which I personally did that same day at around 4pm or 5pm. A voice message was left since nobody answered, requesting her to call me at ###-###-#### about her issue but that message was never returned to this day.I'm deeply sorry and apologize for any frustration [redacted] may have endured. I am confident the misunderstanding started when the braider went by what was demanded by the customer.Our shop policy direct us not to make refund once a service has been provided. However, customers can come back within 5 days if any issue arise. In this specific case, [redacted] contacted us six days after the service and never returned our phone call as we were attempting to find a comprehensive solution.To summarize, the refund will not apply based on our policy, however I am offering her exceptionally to do a free touch-up for her daughter (specifically trimming or redo the back that is bigger has she stated). This will be our way to correct the initial misunderstanding between her and the braider.I can be contacted at ###-###-#### or [email protected] (The Owner of Haka African Braiding)