January 18, 2018 Revdex.com3075 Beacon BlvdWest Sacramento, CA 95691 Re: Consumer Complaint To The Person Addressed: Thank you for your letter alerting me to the complaint filed against my business, Keela Hair Studio. We pride...
ourselves on responding to clients' concerns very quickly, so to hear that [redacted] filed a complaint with the Revdex.com came as quite a shock. We are a full service salon with two locations. We have a multitude of clients, as well as potential clients, that communicate with us through text messaging. Once a client decides to move forward with our services, payment is remitted through an app called [redacted]. On November 17, 2017, we received an alert from [redacted], stating that she paid for services. At this point, we were unaware of [redacted]’s identity, as other clients share the same name as [redacted], being that it is common name. The description read 'for my hair appointment'. When [redacted] sent over the payment, she did not write a detailed description regarding the type of wig desired. Our wigs are a dark brown color, which is standard, unless stated otherwise. The majority of our clientele reference the services they are paying for at the time of payment. That was not the case with this payment; therefore, on November 22, 2017 when [redacted] arrived, the wig that she expected was not on hand. I certainly understood her frustration at receiving the wrong order. I explained to her that the unit on hand was not the desired color she requested due to the miscommunication, and presented her with two options to remedy the situation: 1. Come back at a later date and wait for [redacted]’s platinum blonde unit to come in2. Color the dark brown unit in the salon to [redacted]’s desired look and waive the installation fee of $150 [redacted] decided on option 2, to color the wig she purchased in attempt to achieve the desired look she originally wanted and I waived the $150 installation fee. I was under the impression that [redacted] was happy with the services rendered, being that she said she “loved the wig”. Again, it is shocking to me that she has filed a complaint after we accommodated her request to color the dark brown wig blonde and waive the $150. Later, [redacted] contacted the salon on December 21, 2017 regarding the services provided. This time, she stated that she wanted what she originally ordered. [redacted] showed up at the salon on December 21, 2017, expecting the wig that she originally ordered, which was not indicated in her request for services. I personally apologized. [redacted] did not have the wig that was installed on November 22, 2017 and was demanding to have a platinum blonde wig installed, which was unreasonable. Once again, I offered my sincere apologies. I appreciate my clients, their loyalty to my business and I do everything I can to serve their needs. I was quickly willing to compromise because as a small business owner, when a client is unhappy, it is inexcusable. I offered to provide a full refund for the return of the worn wig she received on November 22, 2017, even though she gladly purchased it, requested the custom color, accepted the waived installation fee, and kept the wig for nearly 2 months now; consequently, I am sorry, but I cannot provide [redacted] with a $450 wig, $80 in custom hair coloring, plus $150 for installation AND both allow her to keep the dark brown wig (valued at $450) and supply her with a new platinum blonde wig (valued at $450). I would also like to add that my staff and I have tried to make every effort to contact [redacted] to remedy the issue, to no avail. At this point, I feel that I have exhausted every attempt to satisfy the customer. Enclosed is statement from [redacted], our Salon Receptionist concerning the events leading up to [redacted]’s complaint. Very truly yours, Keela, OwnerKeela Hair Co. January 18, 2018 Revdex.com3075 Beacon BlvdWest Sacramento, CA 95691 Re: Declaration of [redacted] To The Person Addressed: I declare the following is true: My name is [redacted], and I work with Keela as an assistant of the salon at Keela Hair Studio since November 6,2017[redacted] sent a payment of $450 to the [redacted] with description 'for my hair appointment'. [redacted] did not state what color or type of wig she desired.On November 22,2017, I witnessed [redacted] and Keela discussing that [redacted]'s wig unit did not arrive on time because [redacted] ordered on November 17th, 2017 and [redacted]'s appointment was November 22,2017. [redacted] assumed that her unit was at at the salon and was already dyed blonde like she wanted but it was not clear in the [redacted] what she desired. [redacted] did not take in to account that [redacted] states it takes 5-7 business days for wigs to come in to the salon after order has been placed. [redacted] paid on the [redacted] 11/17/17 and showed up to an appointment on 11/22/17. That is only 2-3 business days and was not enough time for Keela to have the wig ready. So being that [redacted] did not order the wig in a timely fashion and she also did not state what she wanted done via [redacted], the service requested could not be provided through no fault of Keela or the salon. I declare under penalty of perjury under the laws of the State of California that the foregoing is true and correct, and that this Declaration was executed on JANUARY 18, 2017 at Sacramento, California. [redacted]Salon Assistant Keela Hair Studio
I am rejecting this response because:Keela Hair Studio has misrepresented the truth and the facts, as a new customer I would not have known how to send money and where to send money without speaking to them in detail upon speaking with them and notifying of my wig color and choice (exhibit attached) we corresponded before ever sending any type of money for services. For them to represent that they did not know who the money was for when I am the only [redacted] and my correspondence with them attached hereto will show that they were deceitful in their response.Attached are the following:1. Email Correspondence2. Incoming and outgoing calls dated, from [redacted]s statement3 Text message communication screenshot4 Text message communication sreenshot5. Email correspondenceAll of my attachments submitted that I have been honest not only in my complaint but also in my follow up communications in trying to remedy this matter. Keela Hair studio has been dishonest not only with the false affidavit provided and their statement of facts. My exhibits will show otherwise, and I will be proceeding civilly if this is not remedied.
January 18, 2018 Revdex.com3075 Beacon BlvdWest Sacramento, CA 95691 Re: Consumer Complaint To The Person Addressed: Thank you for your letter alerting me to the complaint filed against my business, Keela Hair Studio. We pride...
ourselves on responding to clients' concerns very quickly, so to hear that [redacted] filed a complaint with the Revdex.com came as quite a shock. We are a full service salon with two locations. We have a multitude of clients, as well as potential clients, that communicate with us through text messaging. Once a client decides to move forward with our services, payment is remitted through an app called [redacted]. On November 17, 2017, we received an alert from [redacted], stating that she paid for services. At this point, we were unaware of [redacted]’s identity, as other clients share the same name as [redacted], being that it is common name. The description read 'for my hair appointment'. When [redacted] sent over the payment, she did not write a detailed description regarding the type of wig desired. Our wigs are a dark brown color, which is standard, unless stated otherwise. The majority of our clientele reference the services they are paying for at the time of payment. That was not the case with this payment; therefore, on November 22, 2017 when [redacted] arrived, the wig that she expected was not on hand. I certainly understood her frustration at receiving the wrong order. I explained to her that the unit on hand was not the desired color she requested due to the miscommunication, and presented her with two options to remedy the situation: 1. Come back at a later date and wait for [redacted]’s platinum blonde unit to come in2. Color the dark brown unit in the salon to [redacted]’s desired look and waive the installation fee of $150 [redacted] decided on option 2, to color the wig she purchased in attempt to achieve the desired look she originally wanted and I waived the $150 installation fee. I was under the impression that [redacted] was happy with the services rendered, being that she said she “loved the wig”. Again, it is shocking to me that she has filed a complaint after we accommodated her request to color the dark brown wig blonde and waive the $150. Later, [redacted] contacted the salon on December 21, 2017 regarding the services provided. This time, she stated that she wanted what she originally ordered. [redacted] showed up at the salon on December 21, 2017, expecting the wig that she originally ordered, which was not indicated in her request for services. I personally apologized. [redacted] did not have the wig that was installed on November 22, 2017 and was demanding to have a platinum blonde wig installed, which was unreasonable. Once again, I offered my sincere apologies. I appreciate my clients, their loyalty to my business and I do everything I can to serve their needs. I was quickly willing to compromise because as a small business owner, when a client is unhappy, it is inexcusable. I offered to provide a full refund for the return of the worn wig she received on November 22, 2017, even though she gladly purchased it, requested the custom color, accepted the waived installation fee, and kept the wig for nearly 2 months now; consequently, I am sorry, but I cannot provide [redacted] with a $450 wig, $80 in custom hair coloring, plus $150 for installation AND both allow her to keep the dark brown wig (valued at $450) and supply her with a new platinum blonde wig (valued at $450). I would also like to add that my staff and I have tried to make every effort to contact [redacted] to remedy the issue, to no avail. At this point, I feel that I have exhausted every attempt to satisfy the customer. Enclosed is statement from [redacted], our Salon Receptionist concerning the events leading up to [redacted]’s complaint. Very truly yours, Keela, OwnerKeela Hair Co. January 18, 2018 Revdex.com3075 Beacon BlvdWest Sacramento, CA 95691 Re: Declaration of [redacted] To The Person Addressed: I declare the following is true: My name is [redacted], and I work with Keela as an assistant of the salon at Keela Hair Studio since November 6,2017[redacted] sent a payment of $450 to the [redacted] with description 'for my hair appointment'. [redacted] did not state what color or type of wig she desired.On November 22,2017, I witnessed [redacted] and Keela discussing that [redacted]'s wig unit did not arrive on time because [redacted] ordered on November 17th, 2017 and [redacted]'s appointment was November 22,2017. [redacted] assumed that her unit was at at the salon and was already dyed blonde like she wanted but it was not clear in the [redacted] what she desired. [redacted] did not take in to account that [redacted] states it takes 5-7 business days for wigs to come in to the salon after order has been placed. [redacted] paid on the [redacted] 11/17/17 and showed up to an appointment on 11/22/17. That is only 2-3 business days and was not enough time for Keela to have the wig ready. So being that [redacted] did not order the wig in a timely fashion and she also did not state what she wanted done via [redacted], the service requested could not be provided through no fault of Keela or the salon. I declare under penalty of perjury under the laws of the State of California that the foregoing is true and correct, and that this Declaration was executed on JANUARY 18, 2017 at Sacramento, California. [redacted]Salon Assistant Keela Hair Studio
I am rejecting this response because:Keela Hair Studio has misrepresented the truth and the facts, as a new customer I would not have known how to send money and where to send money without speaking to them in detail upon speaking with them and notifying of my wig color and choice (exhibit attached) we corresponded before ever sending any type of money for services. For them to represent that they did not know who the money was for when I am the only [redacted] and my correspondence with them attached hereto will show that they were deceitful in their response.Attached are the following:1. Email Correspondence2. Incoming and outgoing calls dated, from [redacted]s statement3 Text message communication screenshot4 Text message communication sreenshot5. Email correspondenceAll of my attachments submitted that I have been honest not only in my complaint but also in my follow up communications in trying to remedy this matter. Keela Hair studio has been dishonest not only with the false affidavit provided and their statement of facts. My exhibits will show otherwise, and I will be proceeding civilly if this is not remedied.