Nubian Hair Studio/ [redacted] 2/**/2017 ID#[redacted] I'm writing this in response to a complaint that my business receive from [redacted]. I'm going to begin at the beginning of her complaint and just try to explain myself and work it through to the end. Yes at our Salon we do not quote...
prices online or over-the-phone we require in person consultation where we assess the hair and scalp and listen to what service the client desires then quote them a price. We do have a price list, it is posted right beside the cash register. [redacted] claims that she was quoted a price of $35 for a simple cornrow and wash and $25 if she wanted a trim is incorrect. I believe that there was a slight misunderstanding, she asked the price for a shampoo and condition, that is $35, but that doesn't include cornrows. [redacted] stated that the stylist wouldn't take your money we never take payment prior to the end of the service we always wait until the end of the service to ring up the client the clients take their money and then give them a receipt Shampoo deep condition and basic cornrows is $65 every single service that we offer comes with a shampoo and conditioner, the trim is an additional $20 not $25 for $30. This is what we try to avoid by conducting the consultation. [redacted]'s total was $88.83,(not $100+, that she states in her complaint) If the client chooses to pay with a debit card or credit card we attach a 5% service fee for the convenience of them using their card and that is posted in front of the salon register I am very sorry that the service took longer than [redacted] anticipated we normally do not give an exact time quote for the amount of time a service will take we always give a range, but [redacted] Didn't ask for a time quote. We normally work by appointment because natural hair care just take a little bit longer than other services.I'm very sorry that she was so dissatisfied with her service but she never expressed that to us. When I rang her up and gave her her total she expre ssed to me that it was more than what she expected to pay. I went over the services that she had and the amount of the services would cost her. I adjusted her bill by discounting her hair shaping to $0 and not charging her the service fee for the card usage. She was only charged for her shampoo conditioner and her cornrows and she was not charged for her hair service for her hair shaping and we also did not charge her the service fee for her to use her card when she indicated to us that she didn't have enough cash to cover the service, There was nothing more that we could do to accommodate our client. We don't have a buzzer on our door so as dusk begins to settle for everyone's safety we lock the door. At no time was the door locked as a measure to force [redacted] to pay. once the door is locked the key stays there. [redacted] states she expected to pay $40 then she was quoted $60. Her bill was $67.93 and she is requesting a full refund for being held hostage, being cheated out of her money, missing two important appointments and for our unprofessional family feud. Again I want to express my deepest regret in [redacted] and her experience. We have been in business for over five years, we pride ourselves on EXEMPLARY customer service and creating the most professional relaxing complete experience our customers can have. Our mantra is healthy hair at healthy prices. Our positive reviews from our satisfied clients on our Yelp page on Google and our Facebook attest to that. Never in our five years of existence in the South Bronx have we experience like this, I do not fully understand her motives here but I know that She was never held hostage she was never cheated because she received every service in a wonderful professional manner. Attached you will find a copy of her receipt a photo of what our door looks like, once the sun begins to set, with the Key always in the door. If needed I will also send affidavits from the clients who happened to be at the Studio on February [redacted] the day that [redacted] was there having her hair done attesting to the fact that she was never held hostage because of all of her claims this is the one that I find most damaging and detrimental because while all the others can be a mistaken sense of her opinion this one is untrue, illegal and criminal.
Nubian Hair Studio/ [redacted] 2/**/2017 ID#[redacted] I'm writing this in response to a complaint that my business receive from [redacted]. I'm going to begin at the beginning of her complaint and just try to explain myself and work it through to the end. Yes at our Salon we do not quote...
prices online or over-the-phone we require in person consultation where we assess the hair and scalp and listen to what service the client desires then quote them a price. We do have a price list, it is posted right beside the cash register. [redacted] claims that she was quoted a price of $35 for a simple cornrow and wash and $25 if she wanted a trim is incorrect. I believe that there was a slight misunderstanding, she asked the price for a shampoo and condition, that is $35, but that doesn't include cornrows. [redacted] stated that the stylist wouldn't take your money we never take payment prior to the end of the service we always wait until the end of the service to ring up the client the clients take their money and then give them a receipt Shampoo deep condition and basic cornrows is $65 every single service that we offer comes with a shampoo and conditioner, the trim is an additional $20 not $25 for $30. This is what we try to avoid by conducting the consultation. [redacted]'s total was $88.83,(not $100+, that she states in her complaint) If the client chooses to pay with a debit card or credit card we attach a 5% service fee for the convenience of them using their card and that is posted in front of the salon register I am very sorry that the service took longer than [redacted] anticipated we normally do not give an exact time quote for the amount of time a service will take we always give a range, but [redacted] Didn't ask for a time quote. We normally work by appointment because natural hair care just take a little bit longer than other services.I'm very sorry that she was so dissatisfied with her service but she never expressed that to us. When I rang her up and gave her her total she expre ssed to me that it was more than what she expected to pay. I went over the services that she had and the amount of the services would cost her. I adjusted her bill by discounting her hair shaping to $0 and not charging her the service fee for the card usage. She was only charged for her shampoo conditioner and her cornrows and she was not charged for her hair service for her hair shaping and we also did not charge her the service fee for her to use her card when she indicated to us that she didn't have enough cash to cover the service, There was nothing more that we could do to accommodate our client. We don't have a buzzer on our door so as dusk begins to settle for everyone's safety we lock the door. At no time was the door locked as a measure to force [redacted] to pay. once the door is locked the key stays there. [redacted] states she expected to pay $40 then she was quoted $60. Her bill was $67.93 and she is requesting a full refund for being held hostage, being cheated out of her money, missing two important appointments and for our unprofessional family feud. Again I want to express my deepest regret in [redacted] and her experience. We have been in business for over five years, we pride ourselves on EXEMPLARY customer service and creating the most professional relaxing complete experience our customers can have. Our mantra is healthy hair at healthy prices. Our positive reviews from our satisfied clients on our Yelp page on Google and our Facebook attest to that. Never in our five years of existence in the South Bronx have we experience like this, I do not fully understand her motives here but I know that She was never held hostage she was never cheated because she received every service in a wonderful professional manner. Attached you will find a copy of her receipt a photo of what our door looks like, once the sun begins to set, with the Key always in the door. If needed I will also send affidavits from the clients who happened to be at the Studio on February [redacted] the day that [redacted] was there having her hair done attesting to the fact that she was never held hostage because of all of her claims this is the one that I find most damaging and detrimental because while all the others can be a mistaken sense of her opinion this one is untrue, illegal and criminal.