Les Cheveux Salon and Day Spa

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did not agree to or inches being cut off with the stylist, I agreed to or inchesI also do not believe the customer should be inconvienced to come up with a resolution or have to return to the establishment if he or she does not wish toThe way this issue is being handled is not professional at allAt this point it has been dragged out for weeks and my complaint isn't with the stylistIt's with the way the owners are handling this unpleasent customer service experience.
Regards,
*** ***

Our client was seen on Wednesday July 5th. I tried to return her call promptly on Wednesday, but was unable to leave a message on the client's cell phone due to a message that said the phone wasn't able to receive calls or messages (I tried several times).  I was in a training seminar all day...

the next day (Thursday) and was able to reach the client on Friday. Based on the conversation I had with the client (and confirming with the stylist performing the service and another stylist who works next to her) the client had originally requested 5 or 6 inches to be cut from her hair and the stylist suggested a little less. The client and stylist also discussed adding some tapering in the front which the client agreed to. There was under 5 to 6 inches cut from the hair according to the stylist.  I suggested the client come in and speak with me so that I could see her hair but she refused to allow me to look at it.  I requested pictures to see if I could distinguish how the cut looked.  I was unable to determine the length of the hair that was cut by the pictures (there were none of the back of the hair) so I again requested for her to come in and let us take a look and come to a resolution.  The client again refused to allow us the opportunity to see her and try to come to an agreeable resolution.  The client did say that the cut was a nice cut but it was the length she had an issue with. Our business stands by the work of our stylists and we are always willing to resolve any issue a client may have.  It is a normal process for us to see the client in person to allow us the opportunity to determine what needs to be done regarding a service that was provided.  We would again request the opportunity to be able to look at the client's hair to determine a reasonable resolution.  We value our clients and their satisfaction is our top priority.  We hope to come to a reasonable resolution with our client and would welcome the opportunity to be able to see her hair and resolve this issue for her.Best Regards,[redacted]

Review: I went to this business on 3/2/13. I asked for a red hair dye. Rather than explain that they could do a bleach process or progressive process on my hair to obtain the desired color, they simply refused to do it and told me they would put a "red rinse" on my hair to give it a reddish tint. When my hair was complete it was given a mild burgundy tint. I left, clearly upset. When I called back to express that I was unhappy with the service, the manager tried to pressure me into returning to the same stylist that messed up the coloring and get highlights put in. When I told her I was not interested in highlights nor was I comfortable with using their services anymore, she continued to try to pressure me into taking the highlights rather than refund the coloring price (I didn't ask for a refund for any of the other services I obtained). I agreed to the highlights but stated I would like to talk to the owner before anything else was done to my hair. When I returned to the salon the next day, I went in to talk to the owner. Before I could even explain what happened, he yelled at me to "Calm down!" in front of the staff and other customers and told me he'd "heard all about my complaining" from the stylist and manager. He then told me, "You can just have your money back and get lost!" My money was basically tossed to me and I was told to get out and not return. Due to this improper dye job, I now have had to strip my hair of color and re-color it on my own and at my own expense. I am also very upset that when I tried to explain that my stylist behaved improperly (leaving to smoke in the middle of a dye job, not checking on the coloring, telling me she didn't like the school district I lived in because of all the "black kids" there), I was pretty much told to get over it and go away.Desired Settlement: I would like this business to know that they cannot treat customers in this manner. While I've gotten my money back, the stress, time, and additional money I've had to spend to try to fix my hair is unacceptable to me.

Business

Response:

This letter is to answer the complaint # [redacted]. On Friday August 2, 2013 I had an employee names [redacted] work with a client named [redacted]. I am attaching our computers progress notes stating what the employee and client spoke about and what the employee did to accomplish the desired look. The client said she was happy when she left and checked out with our desk. She spoke to the front desk manager, [redacted], and again the client spoke of how happy she was when she checked out at 3:13pm. The client then called back at 4:31 pm and spoke to [redacted], the front desk manager again. She said that she was very unhappy with the color, and that she would like to have someone else work on her hair. At that time [redacted] decided to have the client come in and have our salon manager, [redacted], look at the client's hair. [redacted] has over 25 years of experience, and would have worked with the client at no charge to the client. The client was happy with that decision at the time. The appointment time was set at 1:30 pm Saturday August 3, 2013. The client then showed up at our business at 12:20 pm on Saturday August 3, 2013. I was at the front desk when the client showed up early. As soon as I greeted the client and said good afternoon, the client started raising her voice and flailing around a picture. The client said that this was a picture of her with red hair. I personally never could even get a real look of the picture to say if it was her or not. I explained to her if she did not want any other services, then we would gladly refund her $85.00 that she had paid for the color service. At that time the client said that is what she wanted, and at 12:24 pm I refunded her money and cancelled a 2 hour appointment with [redacted] was more than willing to spend 2 hours with the client to help resolve any issues that she had. I would have gladly worked with the client with all of her needs or issues. I believe that this proves that we did ever thing we could to help resolve the clients issues. Unfortunately I feel the client just wanted her money back, and now she wants more than she paid. So this is not fair to a business that is always striving to be 100% customer focused and 100% customer satisfaction. Thank you, Sherman Argenbright President

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First off, the statement that says I was happy when I left the salon is utterly false. I didn't openly state my displeasure with the coloring because I was afraid that I would make a scene in the salon. I also waited to call due to the fact I had to compose myself due to being upset about the coloring job. When I called back, I NEVER said I wanted anyone else to work on my hair. I was OFFERED the chance to come back to the same stylist several times, then OFFERED the chance to come back and work with another stylist. I accepted that offer with the stipulation that I wanted to speak to an owner to make sure this incident was taken care of.As for the allegations that I "raised my voice" and "failing around a picture", that is an outright lie. My husband, [redacted], was with me at the time and is a witness that I was NOT speaking loud, simply in a firm manner, nor was I failing around. As for not being able to see the photo, this is also a lie, as I sat the photo directly on the desk and pointed to myself in the picture. The owner did not even bother to look at the picture before snapping at me to "Calm down!" I was also never told, "If you don't want the services, I'll gladly refund your money." I was told that the stylist and manager had their say and that the owner would just "give me my money back so we can be done with this." Once again, my husband is a witness to this and will gladly state that these allegations from the owner are false.I am also highly insulted that I am being accused of trying to obtain more than my money back. It states in my original complaint that I am seeking no further compensation, I simply wanted the business and the Revdex.com to know that I was unhappy with the unprofessional and callous manner in which I was treated, by the stylist, manager, and owner. A simply apology for the incident and consideration were all I wanted when the dye job went wrong and I went in to speak to the owner about it.Once again, the owner is proving that both himself and his salon do not appreciate how stressful and upsetting this incident as been by simply refusing to take responsibility for their behavior, and I wish to make the Revdex.com, the salon, and the public at large aware of how I was treated simply because I do not want anyone else to go through an incident like this.Regards,[redacted]