Initial Business Response /* (1000, 5, 2015/07/14) */
Contact Name and Title: [redacted] Owner
Contact Phone: [redacted]
Contact Email: [redacted].[redacted]
The client was booked in for hair and make up on [redacted]. Her appointment was booked with a Sr Stylist and Spa Therapist. Her mother...
did bring her to the location and had requested to be booked in after her daughter for flat ironing as well. The mother left to do errands. I ( the owner) was working on the desk that morning and check in and out the guest. I heard the entire consultation and was present for the undo. One of our Jr. Stylists was also assisting our Sr Stylist that day. Having an undo done takes a lot of communicate and we are very aware during [redacted] that these young consumers need reassurance and direction with hair and make up styles. We also ask over and over if they are happy because hair is such a personal style we want to make sure they are recieving what they have in mind. The stylist and the client were communicating the entire time about what could and couldn't be done with her hair type.The client recieved her undo and was seated in wait room for her make up appointment. We did have a Jr Spa Therapist doing make up that day under direction of our Spa Coach. Our Spa Coach was following up with all make up applications before they left to make sure the make up was beautiful. The Spa Coach did take the client back to the make up station to enhance the desired look " smokey eye" that the guest requested. The Spa Coach was told by the client that she was happy with her hair and Make up. We are a location with different levels of Hair and Spa Therapists but we always have Sr employees on site to assist especially during [redacted] events. I personally checked the guest out at reception and again asked if she was happy, I was told yes. The Mother even had here hair done after she came back and seen her daughter.
When we received the complaint the next day the Manager called me directly because she knew I had been working during that specific appointment.
Under no circumstance do we ever want unhappy guests and we always come to a resolution to make people happy. We were never told during the services or at the check out that there was a problem with hair or make up. The manager called the clients mother back to explain our refund/exchange protocol and offered the GC but the client hung up on her. If the client would have called us or come back in right after her appointment we would have happily done anything to make it right. If the mother realized that her daughter was unhappy as they left the store we wish she would have come right back in. We had no idea that the guest was unhappy as she told the hair stylist, the spa coach and myself that she liked it.
I would be happy to have a conversation with the mother or the client regarding resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My daughter was booked at 11:00 for her updo, and 12:30 for her make-up and both were done in an hour or less. It was obvious my daughter wasn't happy as she was dabbing away tears from the time she got out of the make up chair, to the point that she had to go outside. The stylist that was flat ironing my hair at the time saw this, as I am sure anyone else around did, but not one person asked what was wrong. Did I pay and then leave, YES... because I knew we only had an hour and a half, and I was very stressed about having to try and fix the mess in a short time frame. Would I have made someone re-do her hair if I thought there was time, yes ([redacted]), I just didn't have the time. I did not hang up on the manager when I spoke to her on the phone. I told her that the offer of a $** GC was unacceptable and that I would figure something out. Maybe my daughter should have said that she didn't like it, maybe the stylist flat ironing my hair should have spoke out, but my daughter is too shy to say anything. I should have refused to pay, but as I stated above, it added a lot of stress to our day and my mind was frazzled at the time. [redacted]. As for calling or coming back in so that they could make it right....there was no time, and I didn't call until the next day because once we got home, re-did the entire up-do, and re-did her make-up we only had enough time to get to pictures..etc. I understand the position the salon has taken, and hence they will never get a recommendation from me. I asked for my daughters $[redacted] be reimbursed ([redacted]), I was offered a $** GC which in my mind is unacceptable. My one regret is that I did not take pictures of the up-do falling out and what the make up looked like so that people could decide for themselves how bad a job it was.
Initial Business Response /* (1000, 5, 2015/07/14) */
Contact Name and Title: [redacted] Owner
Contact Phone: [redacted]
Contact Email: [redacted].[redacted]
The client was booked in for hair and make up on [redacted]. Her appointment was booked with a Sr Stylist and Spa Therapist. Her mother...
did bring her to the location and had requested to be booked in after her daughter for flat ironing as well. The mother left to do errands. I ( the owner) was working on the desk that morning and check in and out the guest. I heard the entire consultation and was present for the undo. One of our Jr. Stylists was also assisting our Sr Stylist that day. Having an undo done takes a lot of communicate and we are very aware during [redacted] that these young consumers need reassurance and direction with hair and make up styles. We also ask over and over if they are happy because hair is such a personal style we want to make sure they are recieving what they have in mind. The stylist and the client were communicating the entire time about what could and couldn't be done with her hair type.The client recieved her undo and was seated in wait room for her make up appointment. We did have a Jr Spa Therapist doing make up that day under direction of our Spa Coach. Our Spa Coach was following up with all make up applications before they left to make sure the make up was beautiful. The Spa Coach did take the client back to the make up station to enhance the desired look " smokey eye" that the guest requested. The Spa Coach was told by the client that she was happy with her hair and Make up. We are a location with different levels of Hair and Spa Therapists but we always have Sr employees on site to assist especially during [redacted] events. I personally checked the guest out at reception and again asked if she was happy, I was told yes. The Mother even had here hair done after she came back and seen her daughter.
When we received the complaint the next day the Manager called me directly because she knew I had been working during that specific appointment.
Under no circumstance do we ever want unhappy guests and we always come to a resolution to make people happy. We were never told during the services or at the check out that there was a problem with hair or make up. The manager called the clients mother back to explain our refund/exchange protocol and offered the GC but the client hung up on her. If the client would have called us or come back in right after her appointment we would have happily done anything to make it right. If the mother realized that her daughter was unhappy as they left the store we wish she would have come right back in. We had no idea that the guest was unhappy as she told the hair stylist, the spa coach and myself that she liked it.
I would be happy to have a conversation with the mother or the client regarding resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My daughter was booked at 11:00 for her updo, and 12:30 for her make-up and both were done in an hour or less. It was obvious my daughter wasn't happy as she was dabbing away tears from the time she got out of the make up chair, to the point that she had to go outside. The stylist that was flat ironing my hair at the time saw this, as I am sure anyone else around did, but not one person asked what was wrong. Did I pay and then leave, YES... because I knew we only had an hour and a half, and I was very stressed about having to try and fix the mess in a short time frame. Would I have made someone re-do her hair if I thought there was time, yes ([redacted]), I just didn't have the time. I did not hang up on the manager when I spoke to her on the phone. I told her that the offer of a $** GC was unacceptable and that I would figure something out. Maybe my daughter should have said that she didn't like it, maybe the stylist flat ironing my hair should have spoke out, but my daughter is too shy to say anything. I should have refused to pay, but as I stated above, it added a lot of stress to our day and my mind was frazzled at the time. [redacted]. As for calling or coming back in so that they could make it right....there was no time, and I didn't call until the next day because once we got home, re-did the entire up-do, and re-did her make-up we only had enough time to get to pictures..etc. I understand the position the salon has taken, and hence they will never get a recommendation from me. I asked for my daughters $[redacted] be reimbursed ([redacted]), I was offered a $** GC which in my mind is unacceptable. My one regret is that I did not take pictures of the up-do falling out and what the make up looked like so that people could decide for themselves how bad a job it was.