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In The Master's Hands

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Dear [redacted]:Attached please find my response to the complaint on, In The Master's Hands that I received in the mail. I called and got your email address, I hope this is okay. I am out of town and wanted to respond as soon as possible.[redacted] was called back promptly , her mother initially...

called for her stating that [redacted] is timid and she is having shedding and bald patches coming out of her hair, so I asked her mother for the phone number and immediately called to speak directly with [redacted] . I was very shocked to hear the complaint because [redacted] was always pleased with her hair.  Whenever I asked how she was maintaining her hair at home, she'd say it was doing fine. When I called, after speaking with her mother, she said the treatment that I was using on her hair was making her hair dry and taking her hair out, she even went on to say that she went online and read reviews of other people having the same problem with the product, but she never referenced where she was getting her information. (Our salon is well known for hair care and restoration. This is why [redacted] came to us, because her hair was over processed and in a damaged and weakened state after performing years of chemical services on herself). Even though our products are professional line and hypoallergenic, I didn't negate the fact that everyone is different.  I went on to ask her some questions to try and pinpoint the issue and asked her to come into the salon so I can take a closer look and do an analysis of her hair. I even offered to use a different product if she liked.  ( I've never done any chemical services on her,  because of her hairs weakened state).  I went on to explain to her that she just moved back to New Orleans from Memphis and climate and water conditions can cause changes in hair and scalp. On [redacted]'s previous visit, I asked if she put a relaxer or color in her hair because her scalp was very inflamed and my hands were stained red from hair color that she denied putting in her hair (I'm guessing over the counter "Jazzy", which leaves a very peculiar nasty residue). Coincidentally, the prior week, she cancelled her appointment with me; so, I'm assuming that's when the other relaxer and/or color that she denies self administering was done. On her last visit, July 9, her hair was shedding excessively. (We had gotten her shedding under control and stabilized in her the first few visits). Ignoring her obvious fallacies, I proceeded to advise her that we needed to schedule a protein treatment on her next visit to strengthen her hair. I asked again, if she put any chemicals in her hair the week she didn't come in, and she said no. (I've been in this business for more than 30 years. I know when the hair is newly processed with fresh chemicals/colors. But I won't call a client an outright liar).[redacted] came in a total of 5 visits that's the only truth to the statement she made. The first visit she received a shampoo , haircut , and a deep moisturizing mask because her hair was extremely dry . During her consultation I told her I would do a series of treatments to start building and healing her hair and scalp. I told her that her hair was over processed due to over relaxing or improper relaxing. I then went into explaining the importance of getting chemicals professionally done . I am very confused as to why [redacted] would seem so pleased during  her prior visits and and is now very dissatisfied. I was also astonished that she stated I was very rude and showed no remorse. This is very untrue. I asked her several times during the conversation if she can please come into the salon so I can take a look at her hair and have an opportunity to resolve her issues. Each time she was very blunt stating, "no she don't wanna come in and she kept repeating that the shampoo took her hair out and she don't believe nothing I'm telling her and it was nothing that I can do to rectify the situation, she just wanted to let me know that she won't be returning because the treatment I'm using on her hair is taking it out". After she made that statement, I was speechless because I really didn't know what else to say. I then asked how would she suggest I handle this to please her, after offering an apology again . She said it was nothin I can do and she won't be coming back. I then told her I was sorry she felt that way and even more sorry that I wasn't given an opportunity to resolve her issue. I told [redacted] that I've been using professional products for years and that shampoo and conditioner alone does not take the hair out. But, I know that in every case there's an exception and she may have possibly had an allergy to an ingredient. But the issue wouldn't have shown up 5 weeks later... 5 weeks. I've been in business over 30 years and I don't have a problem backing up my services or even giving refunds or free services to unsatisfied clients when it's my error. Although [redacted] has lied to my face and exercised poor judgement in applying her own chemicals, I was still willing to back up her untruths to appease her.We have NEVER gotten one complaint to the Revdex.com. We pride ourselves on our knowledge and customer service. We are so sorry that [redacted] feels the way that she does. But many of her problems are self inflicted.Truly,[redacted]###-###-####

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