Pure Salon Spa, LLC

I am extremely sorry that this guest was not satisfied with her extension service even after we completely replaced an entire head of extensions for her free of chargeI respectfully disagree about the events of her experience and only wish we had been given an opportunity to get to the bottom of why her extensions were falling outI value customer service in my company and am always willing to accommodate guests that we just can't get it right for Unfortunately, I was never aware that a refund had been requested as the guest was advised to come in and show us the hair loss and she didn't If we have examples of the actual extensions that have fallen out, we work closely with the quality control department at Great Lengths who can test the hair and give reasons why they may be falling out We were never given that opportunity and the guest chose to see another hair stylist to assess her damage and fix the extensions We have no idea what damage may have occurred before or after seeing this new stylist or know if she is certified in the Great Lengths Cold Fusion method At this point, it would be impossible for us to tell where negligence on our part, if any, occurred We have placed thousands of individual hair extensions for hundreds of guests and have been a Platinum level salon with Great Lengths for over years I am confident in the service provided by our extension artist as confirmed by our past successful experiences providing them for our guestsWe've never seen this type of extension loss and I am confident if given the opportunity, we would have gotten to the bottom of why this was happening or could have agreed on a fair accommodation in the event that we couldn't

I am extremely sorry that this guest was not satisfied with her extension service even after we completely replaced an entire head of extensions for her free of charge. I respectfully disagree about the events of her experience and only wish we had been given an opportunity to get to the bottom of...

why her extensions were falling out. I value customer service in my company and am always willing to accommodate guests that we just can't get it right for.  Unfortunately,  I was never aware that a refund had been requested as the guest was advised to come in and show us the hair loss and she didn't.  If we have examples of the actual extensions that have fallen out, we work closely with the quality control department at Great Lengths who can test the hair and give reasons why they may be falling out.  We were never given that opportunity and the guest chose to see another hair stylist to assess her damage and fix the extensions.  We have no idea what damage may have occurred before or after seeing this new stylist or know if she is certified in the Great Lengths Cold Fusion method.  At this point, it would be impossible for us to tell where negligence on our part, if any, occurred.  We have placed thousands of individual hair extensions for hundreds of guests and have been a Platinum level salon with Great Lengths for over 4 years.  I am confident in the service provided by our extension artist as confirmed by our past successful experiences providing them for our guests. We've never seen this type of extension loss and I am confident if given the opportunity, we would have gotten to the bottom of why this was happening or could have agreed on a fair accommodation in the event that we couldn't.