Thank you for alerting me to the complaint filed by [redacted] and allowing me to respond.** [redacted] visited our salon Friday, August 7, for a haircutShe was scheduled with one of our experienced stylists for her serviceOnce she arrived she was became concerned about time since she needed to be to workShe insisted on leaving the salon with wet hair and told the stylist that everything looked fineShe left her debit card at our salon and so we contacted her to let her know it was with usWhen she called back, she told me that her haircut was uneven and she did not want anyone to touch it to even it outI then explained that I would not make a determination over the phone and that I would need to look at itWe agreed that she would come in the next day, Saturday, August 8, 2015, at 10:am [redacted] showed up to the salon at 11:am; obviously an hour and a half late; but I still took the time away from my client to address her concernsWhen I examined her hair, I saw that she had extreme damage to her hair from a prior chemical color treatment (not performed at our salon), which caused breakage to the ends of her hair, (this would have contributed to very uneven lengths before our stylist even touched it)I could tell where she would not allow the stylist to cut the front of her hairI could also tell where she allowed the stylist to cut itThe part she was able to cut, was, in fact, evenI explained to her that had she allowed us to give her a proper haircut, (wash, cut, dry and finishing) the results would have been betterI tried to explain to her that her hair needed at least more inches cut off to get rid of the prior damage and even it outShe also told me she didn't think the stylist knew what she meant when she said she wanted the front texturedI wasn't given the opportunity to explain to her that by using texturizing shears, her hair would have only looked more uneven because they are meant to be used for removing bulk or heaviness in hair and not finishing In stead, she told me "I'm not going to argue with you"So, I handed her debit card to her and she left.A few minutes later, she came back into the salon and approached me while I was working with a client and quite loudly asked if I refunded her money, to which I replied that I had notShe asked why and I told her because we did exactly as she askedTo which her response was "even though I am not satisfied with my service?" My reply was to reiterate that we did exactly as she askedOnce she left for the final time, I deactivated her account.I have included a statement from my stylist explaining her experience with ** [redacted] as well as a copy of the consent form she signed before we provided services.I do not think her complaint is a valid one as we did try to resolve the situation with herShe was uninterested in letting us make some very simple adjustments that would not have effected her overall length and style, and because of the manner in which she has behaved, I feel that she is attempting to bully her way to a free service.We work very hard to ensure a positive experience with each guest who visits our salon, and it is always discouraging when anyone is less than truly pleased with her experience But, we view every experience as an opportunity to learn and improveIn this case, I will be able to coach the stylist with her communication skills so that she may educate her clients in regards to realistic expectationsSincerely, [redacted] Owner & Stylist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I really appreciate Lotus Hair Spa taking the time to address this issue.I just want to make it clear, that this situation does not have a monetary value to meI have never been so disappointed in a service and customer service response on behalf of a "professional" salonI sincerely thought that the least they could do was refund the service cost. In my 20+ years of cutting my hair, I will leave with my hair not styledThis should never affect the outcome of the overall cut and I have found outside professional input agreeing with this statementI can attach names and license numbers if needed I also, had simply asked for a hair trim and I never pressured the stylist about timeShe was made aware that she had almost hours to preform the hair trim before my schedule work hours and she agreedThe stylist was very sweet and polite, but the comment about me being concerned for work was somewhat irrelevant. I may have agreed to the work done by the stylist as I was leaving, but that was because I was pretty far from a mirror and it wasn't brought to my attention until multiple people pointed it out the unevennessAt this point, I think it was only psychologically natural to not want someone continue to cut and "try to fix" the problem. When I returned to the location to ask if I had been reimbursed the conversation went like this:Me: "Excuse, me miss? Was I reimbursed to this card? (holding up my card) ***: "No." (continues working on her client)Me:"May I ask why?"***: "I already told youBecause we did what you asked."Me: "Even though I am unhappy with my service?" ***: "Yes."Me: "Okay.." I would never "bully" myself to a free serviceI actually take offense to this statement, because it's not about the moneyI would pay 100x this amount if it was done correctlyIf their priority is keeping the $versus establishing a good rapport with its clients, then I have no further comments
Regards,
*** ***
Thank you for alerting me to the complaint filed by [redacted] and allowing me to respond.**. [redacted] visited our salon Friday, August 7, 2015 for a haircut. She was scheduled with one of our experienced stylists for her service. Once she arrived she was became concerned about time since...
she needed to be to work. She insisted on leaving the salon with wet hair and told the stylist that everything looked fine. She left her debit card at our salon and so we contacted her to let her know it was with us. When she called back, she told me that her haircut was uneven and she did not want anyone to touch it to even it out. I then explained that I would not make a determination over the phone and that I would need to look at it. We agreed that she would come in the next day, Saturday, August 8, 2015, at 10:00 am. [redacted] showed up to the salon at 11:30 am; obviously an hour and a half late; but I still took the time away from my client to address her concerns. When I examined her hair, I saw that she had extreme damage to her hair from a prior chemical color treatment (not performed at our salon), which caused breakage to the ends of her hair, (this would have contributed to very uneven lengths before our stylist even touched it). I could tell where she would not allow the stylist to cut the front of her hair. I could also tell where she allowed the stylist to cut it. The part she was able to cut, was, in fact, even. I explained to her that had she allowed us to give her a proper haircut, (wash, cut, dry and finishing) the results would have been better. I tried to explain to her that her hair needed at least 3 more inches cut off to get rid of the prior damage and even it out. She also told me she didn't think the stylist knew what she meant when she said she wanted the front textured. I wasn't given the opportunity to explain to her that by using texturizing shears, her hair would have only looked more uneven because they are meant to be used for removing bulk or heaviness in hair and not finishing. In stead, she told me "I'm not going to argue with you". So, I handed her debit card to her and she left.A few minutes later, she came back into the salon and approached me while I was working with a client and quite loudly asked if I refunded her money, to which I replied that I had not. She asked why and I told her because we did exactly as she asked. To which her response was "even though I am not satisfied with my service?" My reply was to reiterate that we did exactly as she asked. Once she left for the final time, I deactivated her account.I have included a statement from my stylist explaining her experience with **. [redacted] as well as a copy of the consent form she signed before we provided services.I do not think her complaint is a valid one as we did try to resolve the situation with her. She was uninterested in letting us make some very simple adjustments that would not have effected her overall length and style, and because of the manner in which she has behaved, I feel that she is attempting to bully her way to a free service.We work very hard to ensure a positive experience with each guest who visits our salon, and it is always discouraging when anyone is less than truly pleased with her experience. But, we view every experience as an opportunity to learn and improve. In this case, I will be able to coach the stylist with her communication skills so that she may educate her clients in regards to realistic expectations. Sincerely,[redacted]Owner & Stylist
Thank you for alerting me to the complaint filed by [redacted] and allowing me to respond.** [redacted] visited our salon Friday, August 7, for a haircutShe was scheduled with one of our experienced stylists for her serviceOnce she arrived she was became concerned about time since she needed to be to workShe insisted on leaving the salon with wet hair and told the stylist that everything looked fineShe left her debit card at our salon and so we contacted her to let her know it was with usWhen she called back, she told me that her haircut was uneven and she did not want anyone to touch it to even it outI then explained that I would not make a determination over the phone and that I would need to look at itWe agreed that she would come in the next day, Saturday, August 8, 2015, at 10:am [redacted] showed up to the salon at 11:am; obviously an hour and a half late; but I still took the time away from my client to address her concernsWhen I examined her hair, I saw that she had extreme damage to her hair from a prior chemical color treatment (not performed at our salon), which caused breakage to the ends of her hair, (this would have contributed to very uneven lengths before our stylist even touched it)I could tell where she would not allow the stylist to cut the front of her hairI could also tell where she allowed the stylist to cut itThe part she was able to cut, was, in fact, evenI explained to her that had she allowed us to give her a proper haircut, (wash, cut, dry and finishing) the results would have been betterI tried to explain to her that her hair needed at least more inches cut off to get rid of the prior damage and even it outShe also told me she didn't think the stylist knew what she meant when she said she wanted the front texturedI wasn't given the opportunity to explain to her that by using texturizing shears, her hair would have only looked more uneven because they are meant to be used for removing bulk or heaviness in hair and not finishing In stead, she told me "I'm not going to argue with you"So, I handed her debit card to her and she left.A few minutes later, she came back into the salon and approached me while I was working with a client and quite loudly asked if I refunded her money, to which I replied that I had notShe asked why and I told her because we did exactly as she askedTo which her response was "even though I am not satisfied with my service?" My reply was to reiterate that we did exactly as she askedOnce she left for the final time, I deactivated her account.I have included a statement from my stylist explaining her experience with ** [redacted] as well as a copy of the consent form she signed before we provided services.I do not think her complaint is a valid one as we did try to resolve the situation with herShe was uninterested in letting us make some very simple adjustments that would not have effected her overall length and style, and because of the manner in which she has behaved, I feel that she is attempting to bully her way to a free service.We work very hard to ensure a positive experience with each guest who visits our salon, and it is always discouraging when anyone is less than truly pleased with her experience But, we view every experience as an opportunity to learn and improveIn this case, I will be able to coach the stylist with her communication skills so that she may educate her clients in regards to realistic expectationsSincerely, [redacted] Owner & Stylist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I really appreciate Lotus Hair Spa taking the time to address this issue.I just want to make it clear, that this situation does not have a monetary value to meI have never been so disappointed in a service and customer service response on behalf of a "professional" salonI sincerely thought that the least they could do was refund the service cost. In my 20+ years of cutting my hair, I will leave with my hair not styledThis should never affect the outcome of the overall cut and I have found outside professional input agreeing with this statementI can attach names and license numbers if needed I also, had simply asked for a hair trim and I never pressured the stylist about timeShe was made aware that she had almost hours to preform the hair trim before my schedule work hours and she agreedThe stylist was very sweet and polite, but the comment about me being concerned for work was somewhat irrelevant. I may have agreed to the work done by the stylist as I was leaving, but that was because I was pretty far from a mirror and it wasn't brought to my attention until multiple people pointed it out the unevennessAt this point, I think it was only psychologically natural to not want someone continue to cut and "try to fix" the problem. When I returned to the location to ask if I had been reimbursed the conversation went like this:Me: "Excuse, me miss? Was I reimbursed to this card? (holding up my card) ***: "No." (continues working on her client)Me:"May I ask why?"***: "I already told youBecause we did what you asked."Me: "Even though I am unhappy with my service?" ***: "Yes."Me: "Okay.." I would never "bully" myself to a free serviceI actually take offense to this statement, because it's not about the moneyI would pay 100x this amount if it was done correctlyIf their priority is keeping the $versus establishing a good rapport with its clients, then I have no further comments
Regards,
*** ***
Thank you for alerting me to the complaint filed by [redacted] and allowing me to respond.**. [redacted] visited our salon Friday, August 7, 2015 for a haircut. She was scheduled with one of our experienced stylists for her service. Once she arrived she was became concerned about time since...
she needed to be to work. She insisted on leaving the salon with wet hair and told the stylist that everything looked fine. She left her debit card at our salon and so we contacted her to let her know it was with us. When she called back, she told me that her haircut was uneven and she did not want anyone to touch it to even it out. I then explained that I would not make a determination over the phone and that I would need to look at it. We agreed that she would come in the next day, Saturday, August 8, 2015, at 10:00 am. [redacted] showed up to the salon at 11:30 am; obviously an hour and a half late; but I still took the time away from my client to address her concerns. When I examined her hair, I saw that she had extreme damage to her hair from a prior chemical color treatment (not performed at our salon), which caused breakage to the ends of her hair, (this would have contributed to very uneven lengths before our stylist even touched it). I could tell where she would not allow the stylist to cut the front of her hair. I could also tell where she allowed the stylist to cut it. The part she was able to cut, was, in fact, even. I explained to her that had she allowed us to give her a proper haircut, (wash, cut, dry and finishing) the results would have been better. I tried to explain to her that her hair needed at least 3 more inches cut off to get rid of the prior damage and even it out. She also told me she didn't think the stylist knew what she meant when she said she wanted the front textured. I wasn't given the opportunity to explain to her that by using texturizing shears, her hair would have only looked more uneven because they are meant to be used for removing bulk or heaviness in hair and not finishing. In stead, she told me "I'm not going to argue with you". So, I handed her debit card to her and she left.A few minutes later, she came back into the salon and approached me while I was working with a client and quite loudly asked if I refunded her money, to which I replied that I had not. She asked why and I told her because we did exactly as she asked. To which her response was "even though I am not satisfied with my service?" My reply was to reiterate that we did exactly as she asked. Once she left for the final time, I deactivated her account.I have included a statement from my stylist explaining her experience with **. [redacted] as well as a copy of the consent form she signed before we provided services.I do not think her complaint is a valid one as we did try to resolve the situation with her. She was uninterested in letting us make some very simple adjustments that would not have effected her overall length and style, and because of the manner in which she has behaved, I feel that she is attempting to bully her way to a free service.We work very hard to ensure a positive experience with each guest who visits our salon, and it is always discouraging when anyone is less than truly pleased with her experience. But, we view every experience as an opportunity to learn and improve. In this case, I will be able to coach the stylist with her communication skills so that she may educate her clients in regards to realistic expectations. Sincerely,[redacted]Owner & Stylist