RJ Salon Aveda

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ We are very sorry that this client not satisfied with her recent service at our salonIt is very important to us to that we correct it when we make mistakes, but in this matter we feel very strongly that the stylist gave her exactly what was discussed during the consultationWe are basing this on the fact that she expressed that she liked her hair and handed her stylist a $cash tip at the end of her service that day, as well as the things explained later in this responseOn this particular day, the stylist was occupied with another client during this clients regular color processing time, and the real problem is that perhaps the client felt slightedThis is a procedure called "double booking"It is very commonly practiced in ALL salons, but sometimes clients do not understand thisEven though it was explained to the client, it is clear to us that she was not actually dissatisfied with her hair, but rather that once she had time to think about it, she saw an opportunity to try to get a free serviceAdditionally, when we got her in with another stylist to try to address her complaint, the adjustments she wanted to make were actually quite different and more extensive than what was discussed with the original stylistWe would have been happy to do this, but since there would have been an additional minimal product cost for the new service, she made a scene with a salon full of clients and leftThis client has been coming to us for quite some time and often times has left us with the feeling like she is trying to take advantage of usShe changed the wording of her complaint depending who she was talking to, and was very difficult to deal with when we attempted to troubleshoot her complaintShe made it impossible for us to "fix" this, thus also helping us to understand that that is not what she wantedWhat she wanted was a free service We regret that this matter does not have a satisfying resolution for any of usHowever, we are glad to hear that she was able to find another salon which better fits her needsOccasionally, we do make mistakes, and we always fix themWe have an excellent reputation and have been in business for over yearsIn the future, we will make absolutely certain that the client fully understands that when a stylist is "double-booked" they are not being slighted in any wayWe will continue to work very hard to please all clients, even the "difficult" ones, but we will not be taken advantage of Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is clear that [redacted] J's Hair Salon's response ("***'s Response") is predicated on unsupported assumptions and unreliable information***'s Response failed to consider the factors listed in the complaint and to address them, and instead was silent about key points that should have been consideredBelow are the Client's responses: ***'s Response: we feel very strongly that the stylist gave her exactly what was discussed during the consultation Client's Response: The discussion during the consultation was that the stylist would have the Client select colors for overall hair color and highlights from color swatchesWhat happened was the stylist never brought out the color swatches, and instead selected the overall hair color and the highlight color on her own The discussion during the consultation was to put highlights that were interwoven and symmetric in the hairWhat they stylist did was to put in clumps and wide bands on top of the hair which looked very bad Specifically, ***'s Response failed to address these key issues ***'s Response: fact that she expressed that she liked her hair and handed her stylist a $cash tip at the end of her service that day Clients Response: First, to set the record straight, the Client never told anyone at the salon that she liked her hairSecondly, as it appeared dark in the salon, the Client wanted the opportunity to look at it in different lightingThirdly, [redacted] J's Salon ("***'s") guarantee does not say once you pay and leave the salon that you have no recourse***'s Response seems to think that handing the stylist a $cash tips means a client can't look at her hair in different lighting and at different angles and find it unsatisfactoryIt is clear ***'s Response was lacking with actual facts and substance and therefore is unreliable With regards to that, ***'s does not list the number of days a client has in which to let them know if they are dissatisfied with the service received on their websiteRather, a client is responsible for askingThe website also indicates that ***'s is one of few hair salons that offer a guarantee saying not many salons make that promiseThe Aveda salon I switched to makes the same guarantee and it allows the client days from the date of the service to let them know if the services received were not satisfactoryThat is more than double what ***'s guarantee policy offers It should also be noted, that most salons offer a guarantee if the client is not satisfied with the service after they leaveYet, in ***'s Response it focuses on the fact that the Client paid for the services and left a tipThat has absolutely nothing to do with ***'s guarantee, which is for if the client is not satisfied after they leave ***'s Response: the real problem is that perhaps the client felt slighted Client's Response: This is simply falseThe Client has been going to the same stylist at ***'s for over a yearDuring many appointments, the stylist double bookedThe Client never mentioned this, as it simply wasn't an issue or concernThe Client has had many appointments at different salons, where they had double bookedIt is interesting that ***'s Response is attempting to profess they know what the Client is feelingThe Client never had an issue with the double booking at this appointment or as evidenced by past appointments ***'s Response: once she had time to think about it, she saw an opportunity to try to get a free service Client's Response: The Client never asked ***'s for a refundInstead, the Client actually believed that ***'s would honor their guarantee and correct the mistakes made with her hairDuring the calls with the Salon Manager to try to get this corrected, the Client never asked for a refundThe Client did want her hair to be re-colored, for same service she had paid for It should be further noted, that the Client had to go to another salon within three days of the visit at ***'s when the guarantee was not honored, and pay $to have the hair re-coloredIn addition to being out $to ***'s, $cash tip to the stylist, the Client had to pay an additional $(for which the Client has supporting documentation) and a $cash tipThe Client had to actually pay much more ***'s Response: the adjustments she wanted to make were actually quite different and more extensive than what was discussed with the original stylist Client's Response: When the Client went to have her hair re-colored, the stylist was only willing to change the color around the frame of the face, to soften itThe Client originally paid for color, partial highlights, and a cutThe original stylist did not just color around the frame of the faceThe Client didn't want any more than she originally paid for, and she wasn't willing to accept less It appeared to the Client at the second appointment that ***'s was unwilling to re-color the hair as in the original services, and that the plan was to get the Client in and out as quickly as possible, so ***'s could say they honored their guaranteeSaid differently, ***'s Response is misleading and without substance ***'s Response: she made a scene with a salon full of clients Client's Response: There was no scene madeIt is interesting to note that neither the owner, original stylist, nor salon manager was thereApparently, the story gets embellished each time it is toldAs far as a salon full of clients, there was one client there with another stylist ***'s Response: She changed the wording of her complaint depending who she was talking to Client's Response: The Client has always maintained the same two main components: 1) stylist did not allow Client to select hair color nor highlight color, and 2) highlights were huge widths on top of hairObviously, again, when told, the story is added to and embellished ***'s Response: She made it impossible for us to "fix" this Client's Response: The opposite is true, the Client actually believed in the beginning that ***'s would honor their guaranteeThe Client made an appointment to go back to the salon, where she thought the service she paid for would be re-doneInstead, a "quick" correction was offered which is not what the Client originally paid forThe Client made the appointment, the Client showed up for the appointment, but it was ***'s that would not honor their guarantee and correct the overall hair ***'s Response: often times has left us with the feeling like she is trying to take advantage of us Client's Response: It should be noted that ***'s has no problem taking your money, but when they are asked to honor their guarantee, they come up with unsupported claimsThe Client has paid ***'s over $1,in the last yearClearly, ***'s Response has shown how truly unprofessional they are ***'s Response: we do make mistakes, and we always fix them Client's Response: Everyone makes mistakes; ***'s does not always fix them ***'s Response: Client's Response: It should be noted, that ***'s Response was silent as to the fact that the salon manager called the Client on or around July 31, and apologized that the Client's problem had not been corrected in a timely mannerThe salon manager said that she had "dropped the ball" due to her son's weddingThe salon manager told the Client the salon was refunding the full amount and apologized againThe Client was told by the salon manager that if the Client would consider coming back, they would welcome her and would appreciate an opportunity to have her as a client again ***'s Response: Client's Response: It should be noted that ***'s Response failed to mention that after the call from the salon manager informing the Client that the salon was sending a refund, the Client received a call from the original stylist the following day(It should also be stated that days after the Client reported the problem on ***'s voice mail, the original stylist called and left her a message on her cell phoneThe Client did not return the call, as there was no need.) The Client would not have answered it if she had known it was the original stylistThe Client answered it because she saw the name ***'s in the id box and thought maybe they were calling to check her mailing address for the refund check Instead it was the original stylist, which after the first few minutes of the conversation it was obvious to the Client that she called to harass and verbally abuse herIn listening to this, and unwilling to let the stylist continue on her ranting, the Client hung-up ***'s Response: Client's Response: ***'s Response was silent that instead of honoring their word and refunding the Client's money (for which the Client never requested ***

Initial Business Response /* (1000, 5, 2015/08/07) */
We are very sorry that this client not satisfied with her recent service at our salon. It is very important to us to that we correct it when we make mistakes, but in this matter we feel very strongly that the stylist gave her exactly what was...

discussed during the consultation. We are basing this on the fact that she expressed that she liked her hair and handed her stylist a $40 cash tip at the end of her service that day, as well as the things explained later in this response. On this particular day, the stylist was occupied with another client during this clients regular color processing time, and the real problem is that perhaps the client felt slighted. This is a procedure called "double booking". It is very commonly practiced in ALL salons, but sometimes clients do not understand this. Even though it was explained to the client, it is clear to us that she was not actually dissatisfied with her hair, but rather that once she had time to think about it, she saw an opportunity to try to get a free service. Additionally, when we got her in with another stylist to try to address her complaint, the adjustments she wanted to make were actually quite different and more extensive than what was discussed with the original stylist. We would have been happy to do this, but since there would have been an additional minimal product cost for the new service, she made a scene with a salon full of clients and left. This client has been coming to us for quite some time and often times has left us with the feeling like she is trying to take advantage of us. She changed the wording of her complaint depending who she was talking to, and was very difficult to deal with when we attempted to troubleshoot her complaint. She made it impossible for us to "fix" this, thus also helping us to understand that that is not what she wanted. What she wanted was a free service.
We regret that this matter does not have a satisfying resolution for any of us. However, we are glad to hear that she was able to find another salon which better fits her needs. Occasionally, we do make mistakes, and we always fix them. We have an excellent reputation and have been in business for over 20 years. In the future, we will make absolutely certain that the client fully understands that when a stylist is "double-booked" they are not being slighted in any way. We will continue to work very hard to please all clients, even the "difficult" ones, but we will not be taken advantage of.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is clear that [redacted] J's Hair Salon's response ("[redacted]'s Response") is predicated on unsupported assumptions and unreliable information. [redacted]'s Response failed to consider the factors listed in the complaint and to address them, and instead was silent about key points that should have been considered. Below are the Client's responses:
[redacted]'s Response:
we feel very strongly that the stylist gave her exactly what was discussed during the consultation
Client's Response:
The discussion during the consultation was that the stylist would have the Client select colors
for overall hair color and highlights from color swatches. What happened was the stylist never brought out the color swatches, and instead selected the overall hair color and the highlight color on her own.
The discussion during the consultation was to put highlights that were interwoven and symmetric in the hair. What they stylist did was to put in clumps and wide bands on top of the hair which looked very bad.
Specifically, [redacted]'s Response failed to address these key issues.
[redacted]'s Response:
fact that she expressed that she liked her hair and handed her stylist a $40 cash tip at the end of her service that day
Clients Response:
First, to set the record straight, the Client never told anyone at the salon that she liked her hair. Secondly, as it appeared dark in the salon, the Client wanted the opportunity to look at it in different lighting. Thirdly, [redacted] J's Salon ("[redacted]'s") guarantee does not say once you pay and leave the salon that you have no recourse. [redacted]'s Response seems to think that handing the stylist a $40 cash tips means a client can't look at her hair in different lighting and at different angles and find it unsatisfactory. It is clear [redacted]'s Response was lacking with actual facts and substance and therefore is unreliable.
With regards to that, [redacted]'s does not list the number of days a client has in which to let them know if they are dissatisfied with the service received on their website. Rather, a client is responsible for asking. The website also indicates that [redacted]'s is one of few hair salons that offer a guarantee saying not many salons make that promise. The Aveda salon I switched to makes the same guarantee and it allows the client 7 days from the date of the service to let them know if the services received were not satisfactory. That is more than double what [redacted]'s guarantee policy offers.
It should also be noted, that most salons offer a guarantee if the client is not satisfied with the service after they leave. Yet, in [redacted]'s Response it focuses on the fact that the Client paid for the services and left a tip. That has absolutely nothing to do with [redacted]'s guarantee, which is for if the client is not satisfied after they leave.
[redacted]'s Response:
the real problem is that perhaps the client felt slighted
Client's Response:
This is simply false. The Client has been going to the same stylist at [redacted]'s for over a year. During many appointments, the stylist double booked. The Client never mentioned this, as it simply wasn't an issue or concern. The Client has had many appointments at different salons, where they had double booked. It is interesting that [redacted]'s Response is attempting to profess they know what the Client is feeling. The Client never had an issue with the double booking at this appointment or as evidenced by past appointments.
[redacted]'s Response:
once she had time to think about it, she saw an opportunity to try to get a free service
Client's Response:
The Client never asked [redacted]'s for a refund. Instead, the Client actually believed that [redacted]'s would honor their guarantee and correct the mistakes made with her hair. During the calls with the Salon Manager to try to get this corrected, the Client never asked for a refund. The Client did want her hair to be re-colored, for same service she had paid for.
It should be further noted, that the Client had to go to another salon within three days of the visit at [redacted]'s when the guarantee was not honored, and pay $127.58 to have the hair re-colored. In addition to being out $216 to [redacted]'s, $40 cash tip to the stylist, the Client had to pay an additional $127.58 (for which the Client has supporting documentation) and a $20 cash tip. The Client had to actually pay much more.
[redacted]'s Response:
the adjustments she wanted to make were actually quite different and more extensive than what was discussed with the original stylist
Client's Response:
When the Client went to have her hair re-colored, the stylist was only willing to change the color around the frame of the face, to soften it. The Client originally paid for color, partial highlights, and a cut. The original stylist did not just color around the frame of the face. The Client didn't want any more than she originally paid for, and she wasn't willing to accept less.
It appeared to the Client at the second appointment that [redacted]'s was unwilling to re-color the hair as in the original services, and that the plan was to get the Client in and out as quickly as possible, so [redacted]'s could say they honored their guarantee. Said differently, [redacted]'s Response is misleading and without substance.
[redacted]'s Response:
she made a scene with a salon full of clients
Client's Response:
There was no scene made. It is interesting to note that neither the owner, original stylist, nor salon manager was there. Apparently, the story gets embellished each time it is told. As far as a salon full of clients, there was one client there with another stylist.
[redacted]'s Response:
She changed the wording of her complaint depending who she was talking to
Client's Response:
The Client has always maintained the same two main components: 1) stylist did not allow Client to select hair color nor highlight color, and 2) highlights were huge widths on top of hair. Obviously, again, when told, the story is added to and embellished.

[redacted]'s Response:
She made it impossible for us to "fix" this
Client's Response:
The opposite is true, the Client actually believed in the beginning that [redacted]'s would honor their guarantee. The Client made an appointment to go back to the salon, where she thought the service she paid for would be re-done. Instead, a "quick" correction was offered which is not what the Client originally paid for. The Client made the appointment, the Client showed up for the appointment, but it was [redacted]'s that would not honor their guarantee and correct the overall hair.
[redacted]'s Response:
often times has left us with the feeling like she is trying to take advantage of us
Client's Response:
It should be noted that [redacted]'s has no problem taking your money, but when they are asked to honor their guarantee, they come up with unsupported claims. The Client has paid [redacted]'s over $1,000 in the last year. Clearly, [redacted]'s Response has shown how truly unprofessional they are.
[redacted]'s Response:
we do make mistakes, and we always fix them
Client's Response:
Everyone makes mistakes; [redacted]'s does not always fix them.
[redacted]'s Response:
Client's Response:
It should be noted, that [redacted]'s Response was silent as to the fact that the salon manager called the Client on or around July 31, 2015 and apologized that the Client's problem had not been corrected in a timely manner. The salon manager said that she had "dropped the ball" due to her son's wedding. The salon manager told the Client the salon was refunding the full amount and apologized again. The Client was told by the salon manager that if the Client would consider coming back, they would welcome her and would appreciate an opportunity to have her as a client again.
[redacted]'s Response:
Client's Response:
It should be noted that [redacted]'s Response failed to mention that after the call from the salon manager informing the Client that the salon was sending a refund, the Client received a call from the original stylist the following day. (It should also be stated that 12 days after the Client reported the problem on [redacted]'s voice mail, the original stylist called and left her a message on her cell phone. The Client did not return the call, as there was no need.) The Client would not have answered it if she had known it was the original stylist. The Client answered it because she saw the name [redacted]'s in the id box and thought maybe they were calling to check her mailing address for the refund check.
Instead it was the original stylist, which after the first few minutes of the conversation it was obvious to the Client that she called to harass and verbally abuse her. In listening to this, and unwilling to let the stylist continue on her ranting, the Client hung-up.
[redacted]'s Response:
Client's Response:
[redacted]'s Response was silent that instead of honoring their word and refunding the Client's money (for which the Client never requested [redacted]