Salon d'Artiste

This is in response to the claim from [redacted] We have been in business for 31 years and have never had a complaint against us and maintain an excellent reputation on the main line. We rarely have a dissatisfied client, however, when it happens we bring that person in and do whatever it takes...

to please them and beyond.[redacted] came to us for the first time wanting a Keratin treatment, and went the stylist did the initial consultation, she clearly told her that she would get a reduction in the frizz in her hair but that she could not achieve completely smooth hair with any Keratin product. We never, under any circumstance, promised [redacted] any more than could be delivered with the Keratin treatment. We invest a significant amount of time and education in teaching each stylist how important it is to communicate what is a realistic outcome to expect in all situations, and this is why we rarely have a dissatisfied client. Everyone's hair is different and we strive to be realistic with the goal that a client is hoping for right up front. This is why we do a consultation first, so that all parties are clear on the possible outcomes,[redacted] is a 20 year old and we now believe she was hoping for better results than her hair type could expect, regardless of what was explained to her at the time of her consultation. Her mother was not present at this consultation.However, when her mother called and said she was unhappy with the results, we immediately brought [redacted] back in and did another complete Keratin and used another Keratin product that we offer, hoping it would add some additional smoothness to her hair. At that time, the stylist was able to observe that [redacted] did, in fact, get results from both Keratin treatments, and to expectanything additionally was is impossible. These treatments can give 50 to 75% smoothness to the original hair structure. That was explained to her on both occasions.The following week, [redacted]'s mother called the salon screaming at the top of her lungs on the phone, that she wanted her money back and that she was consistently lied to. She also accused us of insulting her daughter and threatened to bring the police to our salon to collect her money, and calling the receptionists liars.I was on vacation at the time, but our receptionist called me crying that the woman had screamed and yelled on the phone ather, calling her names, and making outrages accusations at everyone and needed to call her immediately. Of course, I did so, and the moment identified myself, she began screaming and making threats toward me as well. I have never encountered such hysteria in 31 years. tried to calm her and ask her to please bring her daughter into the salon so that we could shampoo and dry her hair ourselves in order to show her how to handle it and be able to observe for ourselves what was going on. I also offered to trim her hair, free of charge, since the stylist had observed at her first consultation that her hair had not been trimmed in quite sometime and was in much need of having the ends trimmed up.Her mother than said she would be going on vacation, and assured her that was not a problem and we would be happy to have her come in when she returned. She did not bring her back in and this is the first time we are hearing from her since that conversation.It is for these reasons, that we believe it is unfair and that the mothers request is not valid since she would not contact us as she said she would when they returned and allow us to bring [redacted] in and help her with her hair further.Sincerely,Ann S[redacted]