Salon Yorya Inc

In response to the customer complaint received, Salon Yorya
would like to respond with the following:The customer booked a 1:p.m Color and Highlight service with one of our
stylistsUpon initial consultation, it was discussed that the client had
previously highlighted hair and had
colored it dark brown to cover the
highlightsShe requested her hair to have the end result of the stylist that
was working with her- a very heavy blonde highlightOur stylist told her that
it took her over a year to achieve the heaviness of that blonde and that it would be a process
that would take multiple visits to accomplishThe customer told the stylist to
do what she felt was best and that she trusted herThe stylist mentioned that
they would need to lighten and glaze At
no point was the salon questioned about what services would need to be done and
what costs would accompany that...just that the stylist should do what she felt
was best to get as close to the desired look as possible, with the knowledge
that it was a process that could not be completed in one visitThe stylist excused herself to discuss with the owner and
manager what application processes would be best to work toward the agreed up
on goal, and then began working with the customerThe application process
began, during which the customer kept her head down and stayed on her phone and
game system the whole timeAfter the lightener processed for the maximum time
allowed, the stylist rinsed the customer's hair and found green undertones Multiple glazes were mixed to counteract the
green as best as possibleThe stylist discussed with the customer that she was
glazing her hair due to tones she found underlying and it was at THIS TIME that
the customer communicated to the stylist that she had done "fantasy
colors" on her hair previouslyIf the salon had known of this prior to
the lightening process we would have known and been able to tell the customer
that attempting to break through such tones is extremely difficult and we could
have discussed other optionsThe customer apologized to the stylist for not
having told her earlierThe stylist finished the color process and then cut, blew out and performed an
eyebrow wax as the customer had requestedAt completion of the service, the
customer told the stylist multiple times how improved her hair looked and how
happy she was with the serviceShe then chose product to purchase and paid her
bill along with a $** tipShe asked for an itemized receipt of purchase and
left the salon around 6:p.m., hours after her scheduled appointment timeSeveral minutes later, her husband called requesting to
speak with the manager who had left for the day shortly beforeHe let the
receptionist know that he would be calling in the morning, which he didThe
customer's husband was aggressive and noticeably angry and irritated with the
cost of the service his wife requestedThe manager let the customer's husband
know that the salon would have been more than happy to discuss pricing and
service options if that had been requested, but that our stylist had been told
that she was trusted and to do what she felt was best to achieve the eventual
desired lookThe manager also let the customer's husband know that his wife
had not communicated the previous color services truthfully to the stylist,
after which point he went silentAt this point, the manager let the customer's
husband know that after learning of the true color history of the customer ,
that they were in fact discounted drasticallyThe final service performed was
more that of a color correction, priced at $***/hrThe final charge was $*** less than thatThe manager told the
customer's husband that she is sorry he feels the way that he does, but that it
is the customer's responsibility to ask questions if they feel they are
uncertain about the process and the charges that they might incurAfter being
spoken over multiple times throughout the conversation, the manager commented
that if she were to go to a dentist or other service provider that it would be
her responsibility to ask questions regarding chargingShe also reminded the
customer's husband that his wife had asked the stylist to do what she felt was
best regarding the servicing, and at no point asked to know what that would
be. The customer's husband then
threatened the salon claiming he would notify Revdex.com, the news channels, and
social mediaAfter talking in circles with the customer's husband becoming
more and more angry, the manager commented that she didn't feel that the phone
conversation was going to reach any type of resolutionThe customer had
requested a service and was told that it would take multiple attempts to achieve
The customer gave information in initial consultation about prior
services done to her hairThe customer received the services requested at a
cheaper price than what the salon normally chargesThe salon did everything we
possibly could have done, including discounting pricing, to make the customer
happy, which she was when she left the salon the day of her serviceAfter
silence on the phone call, the manager told the customer's husband to have a
nice day and both parties completed the phone callThe salon has been in business for a successful ten and a
half years. We have a wonderful and
loyal clientele and have never had any
issues with the way that we do businessWe are fortunate to have a good
reputation in the areaWe truly hope that this matter can be closed at this
point