On Stage Salon Inc.

Hello Ms***OK, wow There were inaccuracies in the client’s report so I thought I would lay out the events from the beginning.Her mother made the appointment for her and came into the salon with her The client showed me a formula but did not like the effect of her present hair So I suggested that we talk about looks and color choices We used my *** colorbook plus large hair samples that I use for selecting wigs We talked for about minand decided on a ***/Balayagetechnique that involved three colors Her Mom was here during the consult.I was puzzled to learn that she sustained burns on her scalp I used only volume lotion plus dye to color the roots and 2” outfrom the scalp(*** look) She would not been able to stand the subsequent shampoo and warm water if that were the case.And the following colors were done off the scalp contained in foil Her mother left while she was processing and then came back for the finish I was pleased with the effect so then invited her outside to see her hair in the sun She looked in the mirror and seemed pleased as well She paid me and then they left I never guarantee the color results (only use educated guess) becauseI cannot know what other chemicals might be in the hair throwing the results All chemicals we ingest go into the hair That’s whyhair analysis can be done.The next day or so she called to ask if the top layers could be lighter I said I’d be glad to do that for her The lighter effect was doneoff the scalp, otherwise we would cover up the *** effect The result was very light with no brashness By the way, there is no suchthing as an industry standard whereby lightened hair starts out even and then goes brassy two days later That is impossible without adding color to the hair So she looked again at her hair and thought it was goodand then they both left There was no third time, by the way.And I really did not get any voice mail from her.Thanks for sending her pictures of her hair I see no stripes or other problems What I did notice however, is how much lighter her overallcolor looks now I see no sign of the *** (darker hair at the roots) This was done in January and she should have had an almost 1”grow out by now and her natural color is very dark brown So why does it look so light now? It’s almost as if a lighter process was put allover her hair since I saw her the last time Nothing else makes sense.Ok, I think covered it all Thanks for your patience Aloha, Sandi C***

Dear Sirs;I am responding to your letter of February 17, citing a complaint from a customer of mine who visited my business on 01/09/I conducted a consultation with the client about her preferences for her hair color(s) before I began the serviceShe was in agreement with the color
choices at that time.After the service was complete, we went out into the sunlight (most realistic) to check the colors.I gave her a mirror to see herself and she seemed to be pleased with the results There were no bald spots or burnt hair or brassiness in the colorI could tell she was very particular about her hair so if any of those issues were true I am sure I would have heard about it at that time The procedure I did was technically correct and there was nothing "to fix...".A day or so later, she called to say she thought her over-all color was too dark (blonde) and would prefer a white blonde showing on the top layersBecause I wish my clients to be satisfied I agreed to give her a whiter blonde effectAfter that service she was very happy with that color effect.She stated she talked to my company on 01/18/2016, Monday We are infact closed on Mondays And there was no message left.I am profoundly sorry that she is so unhappy about her hairI feel I have been unfairly attackedand am dumbfounded by her reactionI do not appreciate this character assassination without causePlease keep me informed about this matter

Dear Sirs;I am responding to your letter of February 17, citing a complaint from a customer of mine who visited my business on 01/09/I conducted a consultation with the client about her preferences for her hair color(s) before I began the serviceShe was in agreement with the
color choices at that time.After the service was complete, we went out into the sunlight (most realistic) to check the colors.I gave her a mirror to see herself and she seemed to be pleased with the results There were no bald spots or burnt hair or brassiness in the colorI could tell she was very particular about her hair so if any of those issues were true I am sure I would have heard about it at that time The procedure I did was technically correct and there was nothing "to fix...".A day or so later, she called to say she thought her over-all color was too dark (blonde) and would prefer a white blonde showing on the top layersBecause I wish my clients to be satisfied I agreed to give her a whiter blonde effectAfter that service she was very happy with that color effect.She stated she talked to my company on 01/18/2016, Monday We are infact closed on Mondays And there was no message left.I am profoundly sorry that she is so unhappy about her hairI feel I have been unfairly attackedand am dumbfounded by her reactionI do not appreciate this character assassination without causePlease keep me informed about this matter

Complaint: [redacted]
I am rejecting this response because:
First my mother did NOT make appointment nor came with me; my mother lives on the mainland!Second, I NEVER wanted that weird look she described, I wanted high/low lights ONLY! I wanted the exact formula I gave her but she insisted on doing her own thing! Just another stylist who does not listen to the person describing how they want their hair.Third, she used bleach on my bangs, hence the scalp burns!Fourth, huge stripe at part line between bangs and rest of hair; she told me it was not noticeable, seriously, that's ridiculous!Fifth, we NEVER went outside, ever-that is a bold face lie!Sixth, nothing was added to hair in those pictures, those were taken right after her service. I do NOT put chemicals in my own hair that would result in burns or funky colors. AND every stylist I have ever known does guarantee their color, she's the only one who is making up these odd statements.Seventh, she is changing her story with every inquiry, which makes it appear as if she either is lying or is making up stories to cover for her lack of professionalism (or memory).  I cannot believe she doesn't feel terrible about what she did to me and want to make it right. If I did this to another person, I'd be bending over backwards to make things right!Eighth, she stated that she guarantees her work, stands by her work, and wants to ensure her clients are happy...those are her words, however she chooses not to honor them. (I have met many other folks who refuse to return because her service is so poor). I am more than happy to pass my dissatisfaction on to others so they don't suffer the same type of horrible disaster, as is my right.Obviously she did not make this person happy and instead of making up excuses for her lack of professionalism and pushing the blame onto me, she should take responsibility for her actions. If I continually answer these inquiries, continue stating my complaints, and my statements have not changed (as hers have),  then it is clear that I am unhappy with her poor service. If I am unhappy, then she should ensure I am happy, and at this point it means giving a full refund, after all she did state that she wanted me to be happy. I have never come across a business who refuses to give a full refund to someone upon request, it is ridiculous and childish in her part.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
First, we never went outside to check the color. Second, I left a message on her vm requesting another appointment because there was a stripe across my bangs and a large brown chunk on the left side that looked odd. Third, I never said I wanted white on the top layers. Forth, the chemical burn along with half my bangs being burned off happened when she "fixed" my bangs, the third time I saw her. Fifth, the orange, yellow, and brassy colors appeared a couple days after coloring, which by industry standards, is common when color is not applied or processed correctly. Finally, I gave her the exact formula to produce the results I wanted, and she guaranteed what she was doing would give the same results.I did not want to go back to her again as I was worried she would do more damage by burning more of my hair off and giving me further chemical burns to my scalp. I consulted with three different stylists after this occurred, all stated the color was improperly applied and processed incorrectly. The stylist I chose to repair the damage had to cut a large amount of hair off because it was so badly damaged (over processed) there was nothing else she could do. I will end up spending close to $1000.00 to repair the damage. I have had three repairing and conditioning treatments; have had to apply multiple professional level treatments at home; had to use medication on the chemical burns (scalp); and three color add-ons to reduce the yellow, orange, and brassy colors. The color correction specialist indicated it would take at least 6 months, if not a year, to repair the damage and color. She also was dismayed by the chemical burns to my scalp and missing hair.This company should refund my money because the service she provided was not to my satisfaction, she did not fulfill her guarantee, and she stated she stands behind her work and wants her clients to be happy. Well, this client is NOT happy nor satisfied with her work, therefore according to her own statements, I am entitled to a full refund.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First, we never went outside to check the color. Second, I left a message on her vm requesting another appointment because there was a stripe across my bangs and a large brown chunk on the left side that looked odd. Third, I never said I wanted white on the top layers. Forth, the chemical burn along with half my bangs being burned off happened when she "fixed" my bangs, the third time I saw her. Fifth, the orange, yellow, and brassy colors appeared a couple days after coloring, which by industry standards, is common when color is not applied or processed correctly. Finally, I gave her the exact formula to produce the results I wanted, and she guaranteed what she was doing would give the same results.
I did not want to go back to her again as I was worried she would do more damage by burning more of my hair off and giving me further chemical burns to my scalp. 
I consulted with three different stylists after this occurred, all stated the color was improperly applied and processed incorrectly. The stylist I chose to repair the damage had to cut a large amount of hair off because it was so badly damaged (over processed) there was nothing else she could do. I will end up spending close to $1000.00 to repair the damage. I have had three repairing and conditioning treatments; have had to apply multiple professional level treatments at home; had to use medication on the chemical burns (scalp); and three color add-ons to reduce the yellow, orange, and brassy colors. The color correction specialist indicated it would take at least 6 months, if not a year, to repair the damage and color. She also was dismayed by the chemical burns to my scalp and missing hair.
This company should refund my money because the service she provided was not to my satisfaction, she did not fulfill her guarantee, and she stated she stands behind her work and wants her clients to be happy. Well, this client is NOT happy nor satisfied with her work, therefore according to her own statements, I am entitled to a full refund.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First my mother did NOT make appointment nor came with me; my mother lives on the mainland!
Second, I NEVER wanted that weird look she described, I wanted high/low lights ONLY! I wanted the exact formula I gave her but she insisted on doing her own thing! Just another stylist who does not listen to the person describing how they want their hair.
Third, she used bleach on my bangs, hence the scalp burns!
Fourth, huge stripe at part line between bangs and rest of hair; she told me it was not noticeable, seriously, that's ridiculous!
Fifth, we NEVER went outside, ever-that is a bold face lie!
Sixth, nothing was added to hair in those pictures, those were taken right after her service. I do NOT put chemicals in my own hair that would result in burns or funky colors. AND every stylist I have ever known does guarantee their color, she's the only one who is making up these odd statements.
Seventh, she is changing her story with every inquiry, which makes it appear as if she either is lying or is making up stories to cover for her lack of professionalism (or memory).  I cannot believe she doesn't feel terrible about what she did to me and want to make it right. If I did this to another person, I'd be bending over backwards to make things right!
Eighth, she stated that she guarantees her work, stands by her work, and wants to ensure her clients are happy...those are her words, however she chooses not to honor them. (I have met many other folks who refuse to return because her service is so poor). I am more than happy to pass my dissatisfaction on to others so they don't suffer the same type of horrible disaster, as is my right.
Obviously she did not make this person happy and instead of making up excuses for her lack of professionalism and pushing the blame onto me, she should take responsibility for her actions. If I continually answer these inquiries, continue stating my complaints, and my statements have not changed (as hers have),  then it is clear that I am unhappy with her poor service. If I am unhappy, then she should ensure I am happy, and at this point it means giving a full refund, after all she did state that she wanted me to be happy. I have never come across a business who refuses to give a full refund to someone upon request, it is ridiculous and childish in her part.
Sincerely,
[redacted]