Hey Good Look'n Salon

I paid for bad service and attempted to get a refund from the manager. She said she couldn't do anything about it and wouldn't address my concerns.I had high hopes for my wedding makeup consultation and trial at Hey Good Look'n, and it turned out disastrous. The artist I worked with didn't have a clue how to do makeup. She gets an A for effort, but she truly had no clue how to get it right. It was almost like she lacked training. She tried to convince me that it looked good, and that the reason I was upset because I wasn't used to wearing so much makeup. She tried to rationalize her error away. Furthermore, the makeup gave me a bad rash after I wore it for the rest of the day. The whole experience was nowhere close to what I would want for makeup for my wedding day.I contacted the manager and she told me there was nothing she could do and would not give me a refund. The manager, who was in the salon at the time of my appointment, replied to me via email that she thought the makeup looked good. I am entitled to my opinion; it was so awful I got in my car and cried before I drove home. The manager tried to rationalize it and make me feel bad about what she allegedly felt was a good service from the salon. She blamed me for not bringing up any of what I was feeling during my appointment. I was entirely overwhelmed during the appointment. It looked so wrong and so awful, I couldn't organize my thoughts enough to explain how bad it was without completely offending the makeup artist.I requested a refund that was denied by the manager. I should not have had to pay for a service that was so upsetting and dissatisfying. Furthermore, the manager was rude and not understanding at all of my concerns.Desired SettlementI am seeking a refund and hoping the Revdex.com can help me. I already requested a refund that was denied by the manager. I do not feel I should have to pay for a service that was so upsetting and dissatisfying. Furthermore, the manager was rude and not understanding at all of my concerns.Business Response To: [redacted]From: [redacted], Hey Good Look'n SalonCase# XXXXXX8/24/15Ms. [redacted] booked Hey Good Look'n Salon and Spa for her wedding in 2016. June 26, 2105 she came in for a makeup trial. My stylist has been doing hair and makeup for approximately 7 years and is very knowledgeable. Ms. [redacted] had called ahead of her appointment to make sure we had experience in monolid eye makeup. The stylist had assured her that we did. She came in for appointment and her demeanor was already apprehensive. She claimed she knew nothing about makeup and showed a picture of her friend and said she wanted her makeup to look like that. As the stylist was putting makeup on her she was told several times, "if you are uncomfortable with something or you don't like something please say so, my feelings don't get hurt" by the stylist. When someone does not wear makeup we start out with very little makeup and work with more as they want. Ms. [redacted] was unhappy with the look but when asked how she felt or what she would like to do she could only make comments of "I don't know" or "I'm not sure" . The stylist knew the colors from her friend who had white skin would not look good on her because of her yellow skin but did as she asked. The stylist made a few more attempts at using different colors for her and always asking what she thought but Ms. [redacted] did offer any help of what else she wanted. Ms. [redacted] paid her bill, tipped the stylist and left.That afternoon she sent an email requesting a refund or she would put a bad review on YELP regarding her disappointing appointment. In her email, she stated "she knew I was not happy with it throughout the entire session, and she was not able to fix it." In the next paragraph she stated, "I am so upset with the entire service. She used all these cool tones that didn't work with my coloring. I have warmish coloring. (Yellow, really. I have Chinese skin). These colors were so wrong. I was also confused why she did my eye makeup without putting down any kind of base/foundation. She also put a cool lip color on that didn't work, and I asked her to put on a warmer color and it was too shimmery and quite honestly trashy looking. The next paragraph was, "There was nothing good about it, and nothing close to what I wanted for my wedding day. Except now I know what bad makeup is. And I'm annoyed I had to pay for something I hated. It was a big waste of time and money. I would like to request a refund for the service I received today". Her last statement was "I'm expecting to hear back from you or someone who can address my concerns, or I will post a negative review on Yelp". I find her very obnoxious with this paragraph. She did ask for the exact look of her friend and she was given that. When it did not give her the look she thought it would give her she wants to accuse the stylist of not knowing what she is doing and for someone who stated she has no knowledge of makeup she is very harsh demeaning.In the following emails between Ms. [redacted] and my manager Ms. [redacted] now seems to know a lot about makeup and accused the stylist of not being trained and doing nothing right. The stylist asked her if she wanted her brows filled in and now Ms. [redacted] is saying "Why would she even ask to fill in my brows? Brows frame the face! Of course you fill in the brows." There is so much more of her offensive accusations from her. My manager tried to explain to her how we work, especially with someone who does wear makeup and is unfamiliar with makeup as she portrayed herself when she came in for her consultation. She claims she did not want to offend the stylist by telling her how bad of job she was doing. The manager asked her to come back for another consultation on the house with another stylist and she declined stating "I won't be returning for another free trial. You can rationalize it all you want and make me feel bad about what you allegedly fee was a good service from your salon. You can expect a report from me to the Revdex.com."My manager sent an email stating;Dear [redacted], Let me first say professionals do not ever put foundation on eyelids we use control cream. Which I watched [redacted] apply. Second I'm not surprised you are disappointed, often people who think they can receive services for free will make these threats but I will be frank with you, It doesn't work. The facts are you received the service. You were asked to participate in the decisions regarding colors used and what you were comfortable with. You had no opinion claiming you don't wear makeup normally and you were not sure why you didn't like it but now you write back to me critiquing our techniques. [redacted] did everything required by any stylist to help you but at some point you needed to speak up. I'm sorry if you don't like my answers and are disappointed you didn't get a free service. If you need to file complains and yelp about it I welcome you to do that. Again I stand firmly behind my stylist. She has never had any complaints before today and is well trained and educated in her craft. Sincerely, [redacted] Ms. [redacted] responded with our salon did bad makeup. Period. "Go invest in some professional development for your stylists. Don't bother me again to rationalize your salon's errors unless you plan to give me a refund.She proceeded to give a terrible review on Yelp. Please look at the yelp review.I stand by my manager in not giving her a refund because she did receive a proper service by a stylist who has been doing makeup for years. She knows what she is doing. I do understand that Ms. [redacted] may not have liked what the stylist did but there was nothing wrong with the process. I have trouble believing that the makeup gave her a rash, something she didn't bother to mention until she made her complaints to you. I am very curious how she claims to know nothing about makeup and does not wear it but in her emails and the yelp review she says a lot of things that makes her sound like she knows how to apply makeup. My lawyer is investigating her for a slander charge. I looked up her other yelp reviews and she gave her hairdresser of several years a bad review because she was late and had to pay for the full service even though she didn't get a full service because she was very late. She sounds to me like she has no idea what the service industry is like. The fact that she thought threatening me would get her money back is unbelievable. She was offered another trial and chose not to take us up on our offer. According to the cosmetology board that is all we need to do for a disgruntled customer. If she broke out in a rash she should have sent a picture to me.I can send you copies of all the emails if you would like. I hope this gives an idea of what went on and why I will not give her a refund. Please contact me with any questions or concerns that you may have.I apologize for taking so long but there was quite a lot to put together.Sincerely,[redacted]XXX-XXX-XXXXConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I am not satisfied with the manager's response in dealing with my complaint for the service I received for my wedding makeup trial. It doesn't matter that her makeup artist has "years" of training, she did an awful job with my makeup, I was very unhappy, and furthermore it gave me a rash! Both [redacted] and [redacted] continue to rationalize that their stylist provided the service and say it looked fine, but I disagree. I left completely unhappy and the makeup gave me a rash. For these reasons, in addition to the fact that the salon is located almost 2 hours from my house (it is near my wedding venue, which is why I wanted to do a trail with them), I did not want to return for another free service that was offered to me; I would rather have my refund. Hey Good Look'n continues to twist my words of what I said when I was in the salon when they recount the experience I had at their salon. I showed the makeup artist a picture of my friend, saying I wanted a similar look in terms of a "fresh, natural, glowing look," and the correspondences through email and via Revdex.com continue to say that I wanted to "look like my friend," which is just not true. The makeup artist did not understand what I was looking for, and she was not able to provide the look because of her lack of training. Like I said in my original complaint, she took the picture so literally and applied on me the exact coloring that my friend had, instead of using a coloring that complimented my own look. She never mentioned anything about how my friend's coloring wouldn't work with my coloring. She just did a plain and simple "match the photo" of my friend's makeup application, and it didn't work for me, not to mention after multiple attempts to fix it, she couldn't. Like I said in my original complaint, if she is a professional stylist, she should be able to fix it and do it right - of course I was unhappy...she wasn't able to make it look right, so she kept layering it and layering it on.Hey Good Look'n Salon also continues to misconstrue what I said in the salon in terms of accusing me of not knowing anything about makeup when I was in the salon, which is not true. I never made any such statement. I told the stylist that "I do not wear a lot of makeup," but I never stated that I know nothing about makeup. I shared that I don't wear a lot of makeup (only foundation in some trouble spots, a bit of eyeliner, a nude shadow, and mascara), but I do wear makeup every day. (She wouldn't know my natural look anyway, since I was told to come in with a 'fresh face.' Furthermore, I was a ballerina for 10 years- I also know how to apply stage makeup. For me, there is no connection between knowing about makeup and the amount I wear. I find it very irritating that the stylists continue to accuse me of not knowing anything about makeup when recounting my experience at the salon. I only said that I don't wear too much of it. HGL Salon continues to question my knowledge about makeup during the consultation and trial versus after I left and filed my complaint. As I said in my correspondences with [redacted], I was entirely overwhelmed during the trial. The makeup was so wrong, I couldn't organize my thoughts enough to explain how bad it was without completely offending the stylist during the trial. She is supposed to be a professional. She is supposed to know how to apply all the parts of makeup - I didn't want to offend her by questioning what she was doing, even though I had a feeling she was doing something wrong the whole time. I consulted with two friends who work in the industry since the makeup trial occurred, and they both said that this stylist didn't have the training to do my makeup, which was my feeling when I was there. The way [redacted] copied and pasted pieces of my email and [redacted]'s emails to her Revdex.com response are misleading. She failed to copy and paste the pieces where I don't sound rude and accusatory and tried to explain what happened and why I was seeking a refund, and the parts where she continued to explain why it was my fault I had a bad experience and there was nothing wrong with the way the stylist did the makeup application. As I said previously, I was extremely overwhelmed, and I got clarity through emailing the salon after I drove home. HGL Salon claims that I know 'nothing about the service industry.' I have worked at a hair salon in the past, and I know that the customer is always right in the service industry. I know there are bad people out there who will try to get a free service from the service industry. This is not it here. The makeup was bad, I was very unhappy to the point of tears, and it gave me a rash. Those are the facts. The stylist didn't have training on how to do my makeup in terms of skin tone and my monolid eyelids. Professionals who work in the service industry should be understanding of my concerns with my experience. HGL Salon continues to insist that nothing about my experience was their fault, since their stylist has "years of training." They continue to blame my bad experience on my knowledge about makeup, the picture I showed them, and they continue to twist my words about what they said and what I said. These accusations are insulting, not to mention the fact that [redacted] is questioning whether I really got a rash from the makeup. I wouldn't make that up.I am seeking a refund for my poor experience, and the waste of time and money I spent at that salon. Slander should not be part of this conversation. Customers are welcome to post their reviews on Yelp. Futhermore, my other Yelp reviews have nothing to do with this experience.