Salon St. John

I feel this client was told pricing before hand and was told the difference between what I charge for a touVSfull set of brows. When she arrived she stated she wanted me to extend and thicken the brows. That is considered a full set of brows, I had to measure as I would a new set and all. A touconsist of when one just goes over the existing brows, therefore she received what she paid for a FULL SET. She was told during the procedure the price and I also told her she could pay 1/2 then and 1/when she came back. She never mentioned a word about pricing then or when she checked out. It's her choice to come back or not. I have offered to touchup my work, however she has chose not to. I did the work and I stand my grounds

Complaint: [redacted]
I am rejecting this response because:
Her accusation that I was just trying to get her to stock product I sold is totally false. I am not a consultant for the business that I referred her to. I was looking at the business and gave her info to look at it as well but ultimately I chose against it. That was nothing more than a conversation I had becuase based on her business and clientele I thought she might have an interest. It is irrelevant to my complaint. We had a lengthy conversation over text, here are her words, copied directly and pasted:"Lisa, I hate you feel that way, I will speak to my team about the situation.  I understand I should have told you earlier, but to be honest one would think when you came in and added length & thickness to your already much faded eyebrows it would cost more, my bad for not saying anything.  However, you should have said NO to the price when I did tell you, and I would have done things a bit difference. Like I said I'll talk to my team (I'll be back at the salon tomorrow morning)  & I'll figure out what they feel I should do professionally & ethically.,"I believe this is an admission of here failing in her responsibility to inform and get consent before proceeding. She states that I should have stopped her after the first brow and told me in a text that she could have removed the color. I had no knowledge of this at the time or I would have opted for that. Again, when she told me the price, (halfway through) she had the responsibility to tell me that she could undo if I wanted to stop. She failed in that respect as well. The client should always be fully informed but even though she said in her text that she should have told me, she is then quick to say but "you should have known." How should I have known? I did sign a paper that said no refund etc., but what choice do you have when you are going for a service and they require it. I sign things like this at the doctors office too but if they perform malpractice it does not get them off the hook. I did inform her of the scar tissue on my face when I spoke with her on the phone and I did not have any injections in the area of my brows. Further, I told her that and that my physician said there was no issue with the tattooing. The issue is that she did not do a good job, that the color is not even and that she started the work knowing she was going to charge me more than we had previously discussed without my consent.in her text 
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I am responding to this, my first ever complaint in over 30 years of doing business!  I received a phone call from this individual who she said I had been highly recommended, and she was interested in having some permanent makeup done.  She had advised me that she had permanent make up...

but was needing a touch up.  I told her that it was hard to quote a price over the phone without seeing what I had to work with.  I gave her a price for touch up and a price I charge for a full set of brows. She never mentioned the scare from her cancer removal until she came in for the procedure.  When this client came in for the procedure, I had her sign a confidentiality questionnaire, medical history and a liability release form.  And in that form it states very clearly a NO REFUND, which she initialed and is attached. The attached letter outlines my detailed response however I am confident, as you will see, that her intention to was to secure my business as a part of a "pyramidical" business plan to supply my salon with beauty and beauty products. I never responded to her request for me to sign up for these products under her.  Her email from the very same day of my services rendered positively show that she had no issues with my services at all. As you will see, she contacted me very shortly after leaving my salon via email with an obviously friendly tone…we had a good visit together! Attached also are all of the signed documents by the client that clearly explain our policy of No Refunds however, I quickly responded to her complaints and tried to reason with her that, while we do not offer refunds as outlined in the signed documents, I would like an opportunity to make any adjustments to the work that was done. I have made that offer numerous times in text messaging but she refused and simply wanted money returned. “I engaged this Salon for the service of a cosmetic tattooing of my eyebrows. I had previously had them done elsewhere after having had 1 brow removed through the process of removing a skin cancer. I was in need of touch up as the dye had faded over the years. Before making the appt. I had a conversation with the proprietor about cost. She quoted me $250.00 and I made the appt.” I informed her then that I could not price the work until I saw exactly what I had to work with. I quoted her $250 for Touch Ups but that I normally do not quote Touch Ups for other people’s work without seeing it first-hand.  However, if it required any additional work, the charge would be $450. “Upon my arrival we discussed what I wanted. I informed her of the scar tissue in my right brow and I ask her to add a ml to the tail of my left brow to even with the other brow and to add a bit more color at the thinnest point of my arch.” (Obviously, this is when she requested the additional work!  At this time, I measured for new brows and began work) “She proceeded without further comment. Once she began the second brow I asked her if she had many issue with the color not taking. She responded that she did sometimes but that I could comeback for up to 2 touch ups. I asked her if there was an additional charge if I needed that. It was then that she told me, no, because she was charging me for a full set, not a touch up. I asked her if that was different than the 250.00 she had previously quoted. She told me that the charge was $450.00. I was shocked and distressed but felt I had to let her finish since I was halfway through.” (She questioned the charge and I reminded her of our telephone conversation “$250 for Touch Ups but that I normally do not quote Touch Ups for other people’s work without seeing it first-hand.  However, if it required any additional work, the charge would be $450.”). I then started the second brow and at that time she ask me if I ever have problems with color not taking and I told her everyone is different and that it depends on how one does the after care and each person age, texture and absorbency determines that.  She advised me that she had just had injections done on her face and on the sides of her eyes.  I told her that could affect the absorbency and she said she had told her Doctor that she was having this procedure done and it he said it would be OK to do.  However, in my training, I have been advised that it could affect the final outcome of the work. At the conclusion of the procedure, I informed her that she could pay the $450 in 2 installments: half now and half when she returned for second procedure. Her reply was “No. But please understand that I cannot afford to tip you.” She paid the $450 and left a seemingly happy client. “When the brows healed they were uneven in shape and the color in one brow hardly took and only spotty in the other.” When finished with the first brow, I told her it appeared the scare tissue absorbed the ink, however, we would not know for certain if it will stay or not until the healing process is over.  The healing process takes up to 4-6 weeks.  I am uneasy about going back because the work was not up to the standard I had previously had elsewhere. I asked for a partial refund of 200.00, bringing her charge down to the originally quoted charge, and she is unwilling to refund. I am unwilling to trust her for repairs and feel like I am saving her time in not using my touch up visits. I feel that she took advantage of me by by not informing me of the price change after our in-person consultation, but instead started the job and told me when I was half finished. See attached forms and text string of communications