Regis Corporation

Thank you for making us aware of Ms. [redacted]'s complaint. We do guarantee our services and therefore have refunded our guest and made the best attempt we could at re-doing the haircut. Our salon manager and District Leader have both spoken to this guest to apologize. As we do not consider hair...

extensions to be an appropriate resolution for a too-short haircut, we have closed the case on our end and have informed Ms. [redacted] of our decision. As her desired settlement is to have no more contact with Regis, we are not planning on contacting her again. Thank you.

Initial Business Response /* (1000, 5, 2015/11/04) */
We sincerely apologize for the way that Ms. [redacted] feels about her experience with our salon. It is our understanding that this issue has been resolved. On September 3, 2015, Ms. [redacted] was issued a $150.00 refund for the cost of her...

services. The refund was issued to her credit/debit card ending in 9636.
Regis Corporation makes every effort to take care of our guests in a positive and fair manner. Thank you for interest in this issue.

Initial Business Response /* (1000, 5, 2015/12/03) */
Regis has already responded to this Revdex.com complaint via the Revdex.com of Central, Northern, and Western Arizona.
We do apologize for the way Ms. [redacted] feels about her experience in our salon and the issues she mentions have been addressed. A...

refund of $76.45, the cost of her service, was issued to Ms. [redacted]' account on November 5, 2015. Regis does not issue refunds for tips as they are considered a voluntary gift to the stylist for a job well done. Regis does not collect tip monies and therefore does not refund them.
Regis Corporation makes every effort to resolve guest complaints in a fair and positive manner. Thank you for interest in this issue.

Thank you for forwarding this complaint. Our District Leader has agreed to refund this guest and a refund check will be mailed by Friday 7/29/16. The guest should receive the check within 7-10 business days.

Initial Business Response /* (1000, 25, 2015/10/02) */
Thank you for your recent correspondence in regard to the claim made to your office by Ms. [redacted]. The salon she visited in Cathedral City, CA is a Franchise location. Regis Corporation will not be filing a formal response but we have...

forwarded this complaint to the Franchise Owner.
Regis Corporation makes every effort to take care of our guests in a fair and positive manner. Thank you for your interest in this issue.

I am rejecting this response because:
That is ridiculous I want all of my money back! Or at least half. $20 that is a joke. I will certainly be telling everyone I know about this experience.

I am rejecting this response because: The fact that the company was not equipped with the necessary tools to even perform a service for African American hair is very discouraging. I was under the impression that this was a professional  salon whon was equipped to provide service for all types of hair.  If this salon is only able to accommodate certain types of hair textures then they need to state this on their websites. I will follow up with James [redacted] directly and if no resolve then will contact legal aid. For me, this matter is not closed. Thank you[redacted]

Thank you for contacting us regarding your experience at our Regis salon in Westroads Mall. We are sorry to hear that you were not satisfied with your experience. Generally, if we have an unhappy guest, we refer them to the District Leader for the salon to help resolve your issue. Our District...

Leader, Kellee, will be reaching out to you by email within the next couple of days. Your reference number for this complaint is: [redacted]. Thank you!

Initial Business Response /* (1000, 5, 2015/05/01) */
Thank you for forwarding Ms. [redacted]'s complaint. Our District Leader for this salon has reached out to Ms. [redacted] and provided her contact information. Ms. [redacted] emailed back with details of her complaint. We have refunded Ms. [redacted]'s...

credit card for the service ($30) and that credit should appear in 3-5 business days. Although we have no indication that the service was done improperly, we took the precaution of reviewing wax procedures with the salon staff, including the importance of reviewing with all guests the possible reactions waxing can cause due to artificial tanning and certain medications and medical conditions. We have provided Ms. [redacted] with our corporate contact information, if at some point in the future, medical care does become necessary. Thank you.

Thank you for contacting Guest Services.  We do apologize for your dissatisfaction with your experience in our salon.  The salon you visited is independently-owned and operated.  Please visit www.bgsalons.com and click on the Help button in the lower right corner.  If you’d like...

to text or leave a voicemail message instead, please call or text ###-###-####.  Your feedback will be routed to the appropriate salon leader who will contact you soon.

Initial Business Response /* (1000, 5, 2015/05/26) */
Thank you for forwarding Ms. [redacted]'s complaint to us. I apologize that her original report was not followed up on in a timely manner by the Regional Manager. I have requested a refund to Ms. [redacted] in the amount of $26.00, the amount of her...

haircut. Unfortunately, we are unable to refund the tip portion of her service. A tip is provided directly to the stylist, not to the company, as a thank-you gesture, and we cannot refund that amount since that money was given directly to the stylist. I could offer Ms. [redacted] a gift card in the amount of $8.00 which could be used at any of our corporate salons, for product as well as services, if that would be an acceptable compromise? In the meantime, the credit should be back on her card within 3-5 business days. Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I have emailed and mailed out my jewelers estimate for the replace of my diamond earring and I am awaiting the business's response.Thanks[redacted]

Initial Business Response /* (1000, 5, 2015/04/17) */
Thank you for forwarding this complaint. I originally received this complaint from the Revdex.com of Northeast California and replied to it. I received a 2nd letter from them and replied to it as well. I am attaching all that correspondence here....

Additionally, a refund check for Ms. [redacted]'s service ($17.00) was requested on April 14th and will be mailed to her today via USPS 1st class mail. Please close this complaint.

Initial Business Response /* (1000, 5, 2016/01/11) */
Thank you for contacting us regarding this complaint. Although dissatisfied guests are rare, we research every issue to understand what happened. We have conducted a thorough investigation into the events surrounding Ms. [redacted]'s gift card...

purchase and we have determined that we cannot grant her request for a refund.
We understand the confusion with the search engine linking our Hairmasters website to the HairMasters salon in Elkart, IN. Unfortunately that error is not of our design or intent, and not fraudulent. We will contact the primary search engines to have that corrected right away. Our position in not offering a refund is, as is standard practice with retail and service providers, gift cards are non-refundable.
We understand that Ms. [redacted]'s mother visits this HairMasters salon, and not a Regis owned location, but we are happy to exchange the card she has for an "All Regis" salon gift card. This "All Regis" gift card will enable her mother to visit any of our BoRic's, Fiesta Salons, or MasterCuts salons in her area to purchase beauty services, appliances or products. If she would like us to make the exchange, we ask that she contact us at [redacted] or [email protected] with the Hairmasters gift card number and an appropriate mailing address for the exchange.
Thank you for your interest in this complaint. Regis makes every effort to treat guests in a fair and positive manner.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they take measures to correct the website problem and it is resolved, I will assume they meant no harm. I will take the exchange to use the card in exchange for appliances.

Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for your suggestions. We do not have plans to install vending machines or offer recycling services in our salons as our primary focus is to provide our guests with consistent, quality haircuts.

Initial Business Response /* (1000, 5, 2015/12/04) */
We sincerely apologize for the way that Ms. [redacted] feels about her experience with our salon. The coupon that Ms. [redacted] describes is not one that has been offered by our corporate salon locations and this was explained to Ms. [redacted] when she...

contacted the Guest Services department on the day of her service.
If Ms. [redacted] would please send us a photo of the front and back of the coupon, we would be happy to determine its origin and direct Ms. [redacted] on where she will be able to use it. She can send the photos to [email protected].
Regis Corporation makes every effort to take care of our guests in a fair and positive manner. Thank you for your interest in this issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attached 4 copies of the coupon that was given to me about my complaint and also sent the.pictures to the Regis company email. I explain at that time when talking with Regis Corporation that I would be more than happy to send photo copies of the coupon and they were NOT interested in receieving them. I await a response. Thank you.
Final Business Response /* (4000, 9, 2015/12/08) */
Thank you for the additional information. The coupon card Ms. [redacted] has was an offering we had more than 10 years ago which is why it wasn't recognized in the salon or by the Guest Services staff. If Ms. [redacted] will mail the coupon card she has to our corporate office, we would be happy to mail her a gift card for a complimentary haircut.
Ms. [redacted] can mail the coupon card to Guest Services, [redacted], Minneapolis MN 55439. Upon receipt of the coupon card, we will mail her a $13.95 gift card.
Thank you for your continued interest in this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

We apologize for Ms. [redacted]’ poor experience with our salon. We conducted a thorough investigation into the events of her visit and we are willing to reimburse Ms. [redacted] the cost to replace her missing earring. To do so, we would need an estimate from her jeweler, on the business letterhead,...

and outlining the cost of the replacement as well as any taxes or fees associated with the replacement.  She can email the receipt to [email protected], fax it to ###-###-####, or mail it to Regis Corporation, [redacted] Minneapolis MN 55439.Thank you for your assistance in resolving this complaint.  Regis makes every effort to treat our guests in a fair and positive manner.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please have them mail the gift card to me. [redacted]johnstown, pa 15905