Halo Designs

Hi there,
This is the salon coordinator here at Halo Designs Salon. I am writing in regards to the complaint that was filed on February 8th, 2016. Attached to this email is a copy of the email conversations that we had with the client after communicating with her on our business phone line the day...

before. 
The client was seen Thursday February 4th, 2016 for a haircut appointment at one o’clock with one of the stylists in our salon. As most normal appointments go, the client and the stylist discussed what type of hairstyle was going to be performed for the client prior to getting started. The client proceeded to show the stylist a picture of a girl modeling a very cute and sharply angled long bob. Confidently, the stylist performed the hair style for the client. When the client came to check out after her appointment, I complimented her saying “Your haircut looks so cute! How do you like it?” The client shook her head in agreement and continued to say that she “loved it.” Politely, she paid her amount that was owed and left. Following this point, I received a call on Friday February 5th, just after 9am. The person over the phone identified herself as a client that was just seen the day before by the said stylist. She went on to say that the more she looked at her hair and compared it to the picture, the more she hated it. I apologized and said that I would look at the books and see when it was possible for that same stylist to make the adjustment. Before I could finish, I was told by the client that she didn’t want the last stylist to touch her hair. I replied in complete understanding of her concern and told her that the next available time for a different stylist to see her and make the adjustment would be 6 days from that day, falling on Thursday February 11th. She refused to come in on that day replied with “I don’t want to walk around with this [redacted] haircut for a week.” Completely surprised at how quickly the conversation had escalated, I replied with an “okay..” and the client hung up the phone before anything else could be said. I immediately took this concern to both the stylist and the salon owner. After talking with both the stylist and the business owner, I was prompted to give her a call back and further explain our salon policy for the same stylist to be given the chance to make the adjustment or any adjustment that the client is not comfortable with. She continued to explain that she really didn’t trust the stylist after the finished product. I responded saying that the owner and the stylist agreed to stay later than normal business hours to complete the adjustment the following day which would be Saturday February 13th at 5pm and could answer any questions that she may have at this point. She said that she would call around to see if she could be seen by a different salon that same day and would give us a call back if she couldn’t find any open appointments. About an hour later, she called us back and said that she was going to be seen by a different business and was wondering if she could get her money back since she was going elsewhere. I asked if she wouldn’t mind being put on hold so that I could ask the owner and she agreed. I was told that we would not be able to give her cash back, but that we would honor it with a gift certificate back towards the salon for the full amount that she was charged for a haircut and that the certificate could be used towards any hair service with any stylist or product of her choice. She accepted the offer and explained that she wouldn’t be able to come pick up the certificate and asked if we would hold it for her. I explained that the gift certificate was and still is valid for a year from the date it was added to her account for $38. Following this conversation are the provided email conversations that the owner took the time to reply back to for this client. 
As a support to the salon owner, I did everything within my job description to help this client that was in need of some tending to. Any offers that I gave her over the phone were given to me by the salon owner herself. The owner has been in the hair industry for what is now 24 years this past January. She has taught many classes and worked for many accredited salons prior to owning her own. Halo Designs has never experienced an issue like this without coming to a solution and has been in business for 13 years this April. As you will see in the email correspondence amongst other things, the owner suggested that the style could be worn using some product and a specific styling technique that was trumped by the client. She also provided both the picture of the style she was interested in and the style that she received. As we wrote to her, it was hard to make out what exactly she wasn’t happy with through a picture that was taken at a difficult angle and didn’t provide the rest of the clients head to further evaluate. All in all, after several of her refusals of coming in to see the same stylists or a different stylist to make an adjustment or at least take a look at it in person, we still offered the certificate to cover a bill worth $38 towards anything she would be interested in putting it towards relevant to our salon. 
Please feel free to contact me through email if there are any further questions. 
 
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