Salon Nordine

Review: I have been a patron at Salon Nordine for the past few years after following my hair stylist from an [redacted] salon where I had been working with her for several years before. A full package of 5 haircuts (the 6th being free) was purchased on the promise that Salon Nordine would fulfill the services. After the purchase, my stylist left the business. I requested a refund, as none of the amount had yet been redeemed. The salon owner verbally promised me that if I would first work with a different stylist, which was promised to me as "complimentary", and I did not like her services, my purchase price of $350 would be refunded.

Not only did the salon not fulfill the promise of a complimentary haircut, but the owner has continued to refuse to refund my money. This was at my request after two months of unsuccessful attempts to book with this new stylist (who was acceptable, but not as good as my original stylist) and apparently worked at the request of her boss on a time outside of normal hours for her. Her business hours are during my working hours and challenging to arrange on the weekends due to the fact that I live in the next county, am pregnant and have two small children.

I have spoken to the owner on the phone twice since then. In the first conversation, he was quite displeased with me, but eventually stated that he would refund my monies, minus the cost of one haircut, as he was not going to honor the complimentary haircut. He had someone call me a few days later to retrieve my address as he was going to mail me a check. After another month, I called to check the status after never receiving the refund, it took several calls before I was able to connect with him directly, as he has never returned any messages from me. During the second phone call, he dismissed me quickly to someone to take my address again in order to send me the check. I have recently emailed him as a final attempt before filing claims. In his email response several days later, he has refused to reimburse my money, stating that "company policies" are to not refund money from packages.

At the time of purchase, no paperwork was signed by me with a policy refusing refunds. Every verbal encounter I have had with the owner has agreed to refunds.Desired Settlement: I deserved the promised refund of the full amount of $350.

Business

Response:

Monday, September 30th, 2013

Dear [redacted], The Revdex.com,

I, Nordine [redacted], owner of Salon Nordine and Day Spa have reviewed the following complaint: #[redacted]. I would like to express my great willingness to work with the client whom has created this complaint. The client has been a customer of Salon Nordine for the past few years and we appreciate her business.

The client purchased our package series a few months ago; which is an upfront payment of five services with the sixth service free. The packages, alike out companies gift certificates are non-refundable, stated on the paper copies given to the purchasing customers. After the client had purchased the series package, her regular stylist unfortunately became unemployed from Salon Nordine. We contacted the client about this unfortunate situation and told her we would work with her to find a new stylist she loved at this location.

I, the owner, gave this client a complementary service to try out the new stylist we recommended for her. The client was happy with her service and even called two months later to make a follow up appointment with the same stylist. The client stated that she had a tight schedule and the the days that the stylist worked did not work for her. The stylist offered to come in on her day off to do the clients hair but the client still was persistent that the day would not work for her.

Our company saw this as an excuse because we are open seven days a week, week days from 9:00am to 8:00pm, and weekends until 6:00pm. After the client was sure she could not make it to the salon she asked if we could re-fund the entire package series. This, as stated above, is against the policies we have in place here at Salon Nordine, however we are still ready and wiling to work with this client in the future if she decides to do business with us.

Thank you,