Phia Salon

[redacted], thanks for bringing this to our attention. As you may already know, we take customer service VERY serious (we have over 3000 reviews online and have responded personally to almost every one of them) and have 4.5+ ratings on Yelp and Google with a combined 300+ reviews on those 2 sites alone. ...

As you will see through our email exchange below, we have pulled in several professionals (in and out of our network to ensure unbiased opinions), spent numerous hours consulting, and more than an hour on the phone with [redacted]. If you have any suggestions on what else we can do to make her happy, we'd be happy to listen.  The short story is that [redacted] came in for an appointment in our salon.  The look she requested was one that would likely take several steps.  After clarifying verbally and in writing that it make several visits to achieve her goal, we proceeded with the initial appointment ("step 1", if you will).  From a technical perspective, the result from the first visit was much closer to her end goal than we would have expected, but [redacted] wasn't happy.  Despite the fact that we had already delivered more than we promised, we set an appointment with [redacted] for a complimentary "adjustment" to see how much we could do for her at no charge, and made it very clear that since this was outside our standard customer service standards, if she needed to make any changes to the appointment time, we needed 48-hours notice.  She called the salon directly a few hours before the appointment and rescheduled.  We contacted her to let her know that since we had already blocked our service provider's books for that time, we'd used it to investigate her concerns.  We let her know that while it seemed that the work was technically correct, we would still offer her 50% off on her next visit since she was dissatisfied. (I know most businesses would not have spent this much time, energy or effort to keep a client, but we wanted her to be happy, so we kept doing what we could).   She emailed asking to speak with someone but never answered our response offering to set that call up.  She never responded to the person who contacted her to schedule the 50% off service.   Finally, we consulted with a professional who is not affiliated with our company (just in case our assessment had been accurate).  We sent her that summary, which also went unanswered. Since she is no longer communicating with us, we are not sure what to do at this point.  Of course we could have just done the second service at no charge, or offered her a refund, but a restaurant could also give lobster to someone who purchases a burger or refund for a meal the guest ate, and they wouldn't be in business very long!  We would love any suggestions you have on what we could do at this point or what we could have done differently. See the email strand (oldest email starting at bottom of course)