Salon Tresci

Initial Business Response /* (1000, 6, 2015/09/02) */
In response to the complaint regarding a refund for a package of eyelash refills filed on 08/18/2015. The customer came to the salon over a year ago to receive a full set of eyelash extensions. She then returned two weeks later for a refill...

(which is normal protocol). At that time, she purchased a package of three refills at a discounted price of $210.00 at that time did not schedule an appointment for the next fill. The customer claims she was out of the country for over thirty days and when she returned, claimed she called the salon several times to get a refund. She also claims she got busy and neglected to get in touch with the salon for the requested refund. The salon has a full time receptionist and the owners are there daily as well. The owners answer the phone frequently and did receive a call from this customer, nor was a message was ever received by the owners regarding this issue from the receptionist. It is the Salon's policy to answer any complaint calls within 24 hours when received to resolve the issue before it would ever escalate to this level. The first time the owners heard of this issue was the second week in August 2015, more than a year after the customer purchased the package. She came into the salon and demanded of the owner $210.00 and would not leave until she got it. The owner then politely told her that she needed to speak to her partner and research the issue before making a decision as to how to proceed. At that time, the customer explained that she was out of the country and could not contact us and also that she consulted a physician who told her she was allergic to the glue and that she couldn't continue the program. We have had other cases in which customers react to the glue and this always occurs within 24 hours. In this case, the allergic reaction apparently occurred after she had them on for over three weeks and after she had them refilled. Having a reaction this late is very unusual and highly unlikely. If this were the case, we would request a copy of the doctor's report, if not then we can't assume she in fact consulted a doctor as she told us. When the costumer was asked to leave, she was told she would be called the next day with a resolution. The partner, second owner did in fact call her the next day and explained to her that the salon policy is not to give cash refunds after 60 days, which also is not unusual. The customer was informed that she could get a store credit of $105.00 that she could use for any service but nails. The reason for the reduction in the amount available is that the technician has already received a commission for the service sale. When the customer was told she was eligible for a store credit of 50% of her package price, she asked why. She was informed that it had been over a year since she purchased this package and that we do not give refunds for purchases over a year old. It was not explained why only half was available, however as a second gesture she was offered a store credit of $150.00 to be used for services, other than nails. The customer then began to get irate and called the owner "stupid" and told him that he didn't know his math. It was explained one more time that she can have a store credit of $150.00 even though it was over a year's time since she had last been in the store. She then proceeded to tell the owner that "she had other friends that came into our salon and received services at this salon and they were unhappy and got overcharged by the salon." She was told to stop making up stories that that would get her nowhere. She was also told that we pride ourselves in not only great customer service but are also one of the least expensive salons in our area. She told the owner that Nordstrom's would give a cash refund for a purchase even a year later. The owner explained that the salon is not Nordstrom's and that our policy is 60 days for a refund. In addition, she originally purchased this package with a credit card and we would not give back a cash refund for a credit card purchase, even within 60 days. The salon's stance on this issue is that we are willing to give this customer a store credit of $150.00 to be used for any service other than nails. This is a non-transferrable offer and must be used by the original purchaser. Thank you for your time, we feel this is a fair and just offer considering the time that elapsed between the purchase and the request for a refund.