Mosaic Salon

My observance as a manager is that [redacted] was very patient with [redacted]. He spent 45 minutes in consultation with her (which usually only takes 15-20 minutes) once the foils were on her hair she decided she wanted something completely different. When [redacted] explained it wasn't possible because they...

were too far into the procedure she seemed to be fine with what was going on; although she continued talking about different colors that she liked. After [redacted] had completed the color [redacted] asked to have her hair styled straight. Upon completion of service she changed her mind again and then wanted it curled. [redacted] told her it would be an extra charge because he had already styled it once. If this is what [redacted] is referring to as bad service... I say it's a stylist not allowing themselves to be taken advantage of. [redacted] showed no indication of being unsatisfied. [redacted] is an intelligent girl and knows how to communicate had she been unhappy she wouldn't have tipped [redacted] as she did.In regards to her complaint: [redacted] called the salon just a little prior to December 24, 2014. I had a brief conversation with her and explained I would need to get back with her because I was with a client... I didn't want another day to pass before returning her phone call so I had [redacted] return her call but he was hung up on. I then tried calling her back 3 times but [redacted] was having problems with her phone and static so I suggested texting so we could better communicate. After that point we conversed via text where I offered to help [redacted] but she was set on getting a refund as she stated 5 times in our text conversation. I feel [redacted] has one motive only and it is to receive a refund. It seems that [redacted] is used to getting her way at all cost. I feel [redacted] is a pristine stylist and offered [redacted] premium service and we are not willing to give [redacted] her money back.       My experience with [redacted] was a bit different than what [redacted] is explaining. When she first called and explained to me what she wanted to have done I suggested for her to come in person and we would have a thorough consultation. Upon her arrival we started to discuss what [redacted] had in mind. She told me she wanted to have 6 to 8 inches cut off of the length, because she wanted to get rid of the overly processed blonde she had. The consultation lasted about 45 minutes , [redacted] seemed to be unsure of what she wanted to get done. I asked her if she had a picture for me, the only picture she had was of her pulling the back of her ponytail towards the front of her face with the blonde pieces showing. She also implied that she wanted some layers around the front of her face to frame it, So I started layering her hair from mid shaft to ends, and it looked beautifully on her.We then moved on to the coloring service, I started applying the lightener on her hair in a balayage technique manner. Once [redacted] was processing, she turned around and looked at one of the other stylist, and told me she loved her hair and that she wanted to go much lighter from the original consultation. I told her that we were to far into the procedure to change her mind, and I pointed out that Vanessa the other stylist had about 70% of her hair blonde. May I remind you, [redacted] wanted to have 30% of her hair blonde ONLY.She said that she understood, and we continued to discuss how we would gradually lighten her hair to how the other stylist had it over time. Plus- also keeping the integrity of the hair in GOOD CONDITION. I used ONLY the best products to ensure she had no breakage. I then asked her if she wanted to have her hair straightened or curled, she said she wanted it straightened, because it would be more visible for her. After finishing the straightening service she decided to change her mind again, and told me to curl her hair because she wanted to see it curled as well. I then explained to her that it would have to be an additional service at an additional cost, she then said it was ok to leave it straight. When I asked what she thought about her hair color, she replied with; Yes I like it, Thank you so much. She then proceeded to pay and to show her gratitude she left me a $10 tip.  When I came in to work a couple days later, Sylvia the owner told me that [redacted] had called to tell her that she was unhappy with the service I gave her. Sylvia then asked me to call [redacted] back when I did I was hung up on. I know that Sylvia was texting her and they were communicating via text message, but that was the last I heard regarding this situation.

Review: I went into Mosaic salon in Modesto, CA on 12/19/14 to get a certain cut and color. I called talk to [redacted] about what I wanted had told him I had numerous pictures of what I wanted exaxtly. He said there should not be a problem recreating creating this look and the more pictures the better. Well I sit down in his chair and begin to show him the pictures and explain, in detail, exactly what I wanted done. He tells me well let's start with the cut. He cuts my hair in a style we did not discuss, so I told him to stop the cut as I was unhappy. He stops talks about his techniques and during this whole time he has an attitude and was extremely rude. I was in tears on how rude he was to me. He said he was going to do my hair in an ombre fashion which I did not want, nor did I get what was discussed originally. I told him no blonde in the back and he did it anyways. He didn't even listen. After I was done processing and styled I knew I got something I didn't want. I told him I didnt like it and was concwrnwd the entire time;he reassured me I would be getting what I origially wanted. I paid and left in tears with the bad service. The next day I called talked to [redacted] the manager about a refund. Shes been dodging me until today 12/29/14. Most days I don't get any response what so ever. Today said I can not get a refund. That is what I want, a total refund for all the issues and horrible customer service I recieved. I have to deal with her not helping nor making the matter better. All I want is my money back to fix what [redacted] messed up. She kept telling me to text her she wouldn't even call me back to discuss the issue with an upset customer. As a customer I shouldn't have to be dragged around for a deserved refund. I just want my $150.00 ($160 with the tip added) back and go to a different salon. I have my proof of purchase reciept. They have done nothing to help and have made it a horrible experience for me. I want my refund for all and any issuse I have had to deal with from [redacted] and [redacted].Desired Settlement: I would like my total refunded for all issues I have had to deal with. I have had to endure horrible customer service from [redacted] and [redacted] has not tried to say sorry or fix the issues. She has been screening Mt calls and won't even answer them. She tells me to text her since she seems to have no tI'm for customers issues. I want my full refund back how I paid.I have proof of purchase reciept.

Business

Response:

My observance as a manager is that [redacted] was very patient with [redacted]. He spent 45 minutes in consultation with her (which usually only takes 15-20 minutes) once the foils were on her hair she decided she wanted something completely different. When [redacted] explained it wasn't possible because they were too far into the procedure she seemed to be fine with what was going on; although she continued talking about different colors that she liked. After [redacted] had completed the color [redacted] asked to have her hair styled straight. Upon completion of service she changed her mind again and then wanted it curled. [redacted] told her it would be an extra charge because he had already styled it once. If this is what [redacted] is referring to as bad service... I say it's a stylist not allowing themselves to be taken advantage of. [redacted] showed no indication of being unsatisfied. [redacted] is an intelligent girl and knows how to communicate had she been unhappy she wouldn't have tipped [redacted] as she did.