Robert Patrick Salon

I am writing this email in response to the letter we received regarding the complaint filed by *** ***First, I want to start off by saying that we are saddened that it has come to a complaint to your departmentWe have tried many times to resolve this matter with Miss***. In the
complaint letter it states that Miss*** was in for a highlightAny time the hair is highLIGHTED, bleach is usedThis is information that our stylist went over with Miss***Color will not lift colorThe picture that Miss*** showed the stylist was a reddish colorTo get brown hair to the type of red she requested, any salon would have to lift the pigment out of the hair and deposit redBleach was inevitableWe explained to Miss*** that we were using a SPECIAL AMMONIA FREE BLEACHShe was aware of the process the entire timeMiss*** was beyond happy with the results. I am the manager of this salon and I personally spoke with Miss*** as she raved about how much she LOVED her hair at the front desk while I was checking her outMiss *** loved her hair SO MUCH that she booked for the REST OF THE YEAR! She booked all of and part of She even booked her entire bridal party in June of Does that sound like a guest that was unhappy with her hair? Miss*** sat with us for about 15-minutes joking and laughingShowing us pictures of her fiancé and swapping storiesIn no way, shape, or form did Miss*** show any unhappiness with the process of us coloring her hair nor the resultsShe was THRILLED with the resultsEven going as far as rebooking for and 2018. On Saturday June 17th Miss *** called the salon to complain about her hairI was the one who took the phone callI talked to her for a total of minutes explaining that we would never want anyone unhappy with our work and to please come back in the week coming up so we could make her happyI asked her what she thought happened from when we last left off because she was so happy with her hairShe claimed that her hair was not redI told her this was a simple fixWe could tone her and make her red againWe talked about the fact that sometimes reds can wash out a bit and that we would be happy to go above and beyond to make her happyShe agreed and ended up booking her appointmentI believe that appointment was booked for Wednesday. When on the phone, Miss*** never mentioned anything about bleach being the problemShe said that her hair wasn’t red enoughI assured her that we would be able to fix that with a tonerOur conversation was super pleasant laughing and jokingAgain, in NO way, shape, or form did I think Miss*** was upsetIf she was, why book another appointment and why keep the appointments booked for the 2017-calendar year?On June 20th we received the following email:Good afternoon, I came into the salon last Friday and had Eleni colored my hair and eyebrowsThere is a photo on instagram that I loved posted on April 8 of red highlighted hair that was the look we were going forI specifically said NO blonde is to be put in my hairIt changes color ever since I was sickWe had gone over this numerous timesThe end result of my three hour experience was bleach blond highlightsI have no red in my hair at allThe bleach blonde highlights in my hair are now a dirty ugly blonde colorI did call about my experience and was told that I can come in to have it corrected by the same personWhy am I going to be a guinea pig for someone to keep messing with my hair when I had a problem to begin withLast year, I was diagnosed with toxic black mold poisoningTo no fault of my own the toxins change the color of bleach when put in my hairI also lost everything I own and could not work for four monthsI saved for a long time to come and get my hair doneSo, I wasted money which does not sit well with meLike any other bride, I want to be beautiful on my wedding day but why would I come someplace on my wedding day if the stylist cannot even follow a simple request not to bleach my hair? I look absolutely ridiculous with this hair and would like to research a new salon to go to where they will not bleach my hairI am respectfully requesting that I be reimbursed my $so I can go to a new salon that can fix my hairAlso, please cancel all of my future dated appointments, take me off your email and text listWhen may I expect my reimbursement? Thank you, ***There are a few things I would like address here: First of all, Miss *** keeps referring to HIGHLIGHTED HAIRHair that is highlighted is done with bleachWe explained this to her numerous timesShe also talks about coming back in to have it fixed…..I want to make sure that it is clear that Miss*** was FINE with this solution on Saturday June 17th when we spokeHer appointment was bookedMiss *** says she would like to go to another salon to get highlightsAny salon highlighting hair will use bleach. After getting this email, I did what any customer service oriented manager would do and reached out to Miss*** via phoneThe response I got after trying to provide excellent customer service was:Good afternoon, I am feeling very uncomfortable with being contacted twice by the salon todayI am not sure how you would feel if someone made you to look like a fool but I am embarrassed and humiliatedThe phone calls are making me feel bad about myself like I am doing something wrong for one of your stylists mistakesAll I am looking for is a reimbursement for the mistakes that were made by your stylist so I can go someplace else to have it fixedI am trying for the third time to cancel all of my appointmentsI would appreciate if you would email me from now onI have been pleasant in all my emails and have tried my best to explain to you how I felt three timesUnfortunately it is going unnoticedPlease just reimburse me and let me move on? Please? Respectfully, ***My response was:Hello ***,I apologize for reaching out to you via phoneI was trying to resolve this situation with a more personal touch rather than emailI will respect your wishes and email. Per our conversation on Saturday we had you rescheduled for a on the services you received last weekIf you are uncomfortable going to the same stylist, we would be happy to put you with another stylistOur policy is not to refund but to correct the service that you are unhappy withWe are more than willing to do whatever it takes so that you love your hair, as I mentioned on SaturdayWe unfortunately do not do refundsPlease let me know if you would like to move forward with rescheduling with another stylistAll of your appointments with Eleni have been cancelled. All My Best,Angela P***Salon Manager Robert Patrick Salon440-799-8799Miss *** then replies with this email: Greetings,May I please have a copy of your policy? Unfortunately it is not posted clearly in the salon or on your website I spoke with my doctor and since I was sick I can't have my hair done for a few months and was going to have to cancel my appointment for tomorrow anywayI wanted to save the $for a future appointment with a different salon.It saddens me that this salon was well aware that I was ill, had issues with my hair and reassured me everything would be okayI made a specific request not to bleach my hair and the negligence of this salon made me look ridiculousYour stylist took it upon herself to do what she thought was bestShe did not do what I askedYour stylist also lectured me on using "cheap" shampooUnfortunately, using L'Oréal is affordable in my budget.This salon outright made a mistake and instead of rectifying it by reimbursing me the money you want to harm my hair even moreIt took almost eight months for my hair to start regrowing and your stylist did what she wanted and harmed me even moreI have been through enough with my health and I was told not only by you but the stylist that I would be taken care ofInstead you have cause me to look like a fool with changing hair color.*** ***Now, we are being accused of harming Miss***This is coming from a guest that LOVED her hair when she left our salon and BOOKED OUT FOR 2017-Miss*** also booked her entire wedding party with usWe are also being accused of wanting to “harm” her hairAll we are trying to do is take care of the situation by accommodating Miss*** in any way possibleWe are happy to put her with another stylistThe stylist absolutely didn’t do what she thought was bestShe had a thorough consult with MissKordos and talked about the AMMONIA FREE BLEACH she would be usingThe fact that Miss*** keeps saying our stylist did what she wanted is completely false. When we talked to Miss *** about shampoo we were trying to explain that by using professional products, color will last longerIn no way, shape, or form were we trying to make her feel bad for using whatever she usesWe are a L’Oreal salon and wouldn’t put down L’Oreal productsThey are the products we use and sell. Never once did Miss*** request us to not use bleachIf this request was made we wouldn’t have ever been able to highlight her hairWe wouldn’t have been able to do anything but deposit color which would’ve taken her darkerShe specifically requested to be lighter and we explained bleach was needed for this process. Again, we are sadden that despite numerous attempts Miss*** will not give us the chance to make her happyWe would still love to see Miss*** back in the salon so that we can have the chance to make her as happy as she was last Friday June 16th. Thank you for your time and we look forward to hearing back from you!All My Best,Angela P***Salon ManagerRobert Patrick Salon 440-799-8799www.robertpatricksalon.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First, I had absolutely no idea bleach was being added to my hair. I had many conversations with the stylist to ensure my hair was not bleached because my hair does turn colors from being sick. This was never explained to me the to "get to the desired color" you have add to bleach my hair. A bold faced lie by the salon. I even questioned the stylist as to why bleach was used in my hair. After researching about the salon I have realized this is not the first time that this has happened and the stylist and salon took it upon themselves to do what they please and ruined clients hair. Secondly, I was told that in order to ensure that my wedding date was booked I had to schedule all my appointments for the next year. So again, this is an attempt to skew facts by the salon. The stylist also shamed me for using a non-salon product. Again, a bold faced lie by the salon that they made a "recommendation".Also, I believe it is a shame, that the salon pointed out that I have a good happy attitude.  Of course, when I speak with people I am going to be nice and kind because that is how people should act. I was never vicious, never raised my voice and always treated the salon respect. This really saddens me that people have to point out when other people are nice like that behavior is foreign. Unfortunately, I will not change my behavior to mean and angry because this salon thinks that I should be.I have never lied and said the salon did not offer to "fix my hair" but it was forced upon me and the salon did not listen to my needs. I explained I could not get my hair done again for months since the salon took it upon themselves to bleach my hair. Something I never asked for. Also, I requested all of the appointments be cancelled the next day but I was told no by the manager. The manager also stated she would not cancel any of my appointments because I needed to give them another shot. Again, I have not one ounce of red in my hair at ALL. I had a simple request to be reimbursed for horrible work to my hair. It will not again take months to fix again. Also, the manager must not be able to tell color because there is absolutely NO red in my hair whatsoever. It is my right as a consumer to file a complaint and let other consumers know not to come to the salon because they will not listen at all to your needs.Again, I am requesting a reimbursement for the poor work and poor costumer service of the salon.
Regards,
[redacted]