KC Pro Services LLC

I am rejecting this response because: Kayla [redacted] has exaggerated my happiness with the hair, and has lied about her being professional through out the whole processI see in her response how I wrote a review on her Facebook, but she did not include that she had several of her friends comment and harassing my friends and I reviewShe was completely unprofessional and I would like a refund for the overcharged hair that was completely different from what we consulted on

My name is Kayla [redacted] and I am the salon & business owner of Hair & Makeup by Kayla [redacted]. It is accurate that I had seen a brand new client named [redacted] for a color appointment on 03/07/17, not 03/09/17. Previously, we had a basic consultation over email stating what she wanted...

before she arrived to the appointment. She had expressed to me over email that she currently had blonde hair color with tones of orange that she was trying to get rid of, and also had a root that was growing out and was looking to have a shadow root done so that when her hair grows out, it grows out more natural. When she came in we had another small consult before we started or performed any service, I went over with her that I would match her natural color (which is very dark brown) and bring it down lower so that it blended more, instead of looking grown out like it was when she came in. She agreed to it after I explained thoroughly what I was about to perform on her hair. When we finished the service she was excited and told me she loved it so at that point I was under the impression of satisfaction. After she left I posted a photo to my instagram of her hair, and she also commented on it thanking me positively. A few hours later I had gotten an email from [redacted], it stated that she loved her hair very much, but came home and realized she wanted the blonde up higher because she was not used to seeing dark in her hair. Based on her new opinion on her hair that had changed later that night from when I saw her at my salon, I had told her that I was booked until the next month and that was the next time I was available to change her hair to something new that differed from our consultation was in a month, as a busy stylist I could not offer anything sooner because the new clients that were already booked and have been patiently waiting should not have to be disrupted by this situation. After my response she had asked if I had anything sooner or if I could refund her completely. I responded and I provided her the option of coming in on my day off to fix her hair to her liking but I could not perform the service for free, but only have her pay for more lightening cost because we would be performing a new service that we did not originally agree on or differed in our consultation. She replied and demanded that I fix it at no cost or refund her. Customer service and happiness is one of the most important part of my business, before [redacted] had saw me and reviewed my page, I had a 4.9 star rating in customer satisfaction. I replied to [redacted] repeating to her under my business guidelines of what I could offer her, which was for me to come in on my day off to fix it with a lightening price. She replied angrily with my offer. After our emails that were handled professionally, she had several people on 03/08/17 who had never seen me in my salon one star review my Facebook business page, which is a form of defamation and is completely unacceptable. On 03/09/17, [redacted] herself left me a business review, which is something I 100% allow and encourage from all clients of mine who have gotten services performed from me. [redacted] had stated in her complaint that I had deleted her review but her review is still on my page as I am not able to remove any reviews from my page whatsoever. If proof is needed from our emails or screenshots of the Facebook content I am able to provide all of that over email immediately. I strive for customer satisfaction and felt that I did achieve that when she left my salon. I am still open to coming in on a day off to fix her hair at a lightening cost only, which would not be $170 all over again, and to not disrupt the current appointments I have. I am willing to come to some sort of happy solution between both this client and myself. Thank you.

I am rejecting this response because:
Kayla [redacted] has exaggerated my happiness with the hair, and has lied about her being professional through out the whole process. I see in her response how I wrote a review on her Facebook, but she did not include that she had several of her friends comment and harassing my friends and I review. She was completely unprofessional and I would like a refund for the overcharged hair that was completely different from what we consulted on.