Sam Wanna Salon & Day Spa

Initial Business Response /* (1000, 6, 2016/05/17) */
Hello [redacted],
In response to the complaints filed with your department for May 11, 2016.
The stylist in question had a previous encounter with this client about 2 months before, on February 25, 2016, she scheduled for a Perm with...

another, younger stylist, and had a picture of Meg Ryan as her "result goal". The picture had hair that was about 8-10 inches longer than the client's and it had loose waves. The client's hair was approximately. 3-4 inches long, and her desired outcome could not be met with the size of rod and her length of hair. The younger stylist told her that her desired outcome was unrealistic, which is what brought Gina, the stylist in question, into the situation, to confirm that this statement was true. The client began to cry profusely, and expressed her deep disappointment with not being able to receive this service very publicly. (she caused a huge scene)
She then was scheduled for not even a week later, on February 27, 2016 and requested Gina to cut her hair. During the service, the client mentioned that she has been to over 5 different salons, in the area, and has never left satisfied. This made Gina aware that she might be difficult and hard to please, therefore, she took extra precautions to make sure the client was satisfied. The hair service went well, and she left happy, even rescheduling for a color consultation with Gina.
When she arrived for her next service, on May 11, 2016, they had a thorough consultation. During the consultation, they discussed the desired outcome and both agreed on what was going to be done, Gina repeated herself multiple times, to ensure that they were going in the same direction. The client repeated using the word "Platinum" to describe her desired hair color, and the typical interpretation of the word "platinum" would be blonde with the absence of yellow. After the service, the client left happy, she even purchased a "platinum" shampoo and conditioner. There were no indications that something was wrong with her hair. Later that afternoon, she called Gina's personal cell phone, said she wanted it "gray" and that she wanted it "darker". In the same phone call, she suggested that maybe she should get it colored "burgundy, like Gina's". Gina suggested that she give herself 48 hours to see if she would get used to it, thinking maybe she just had a hard time dealing with changes. Gina even offered to come back into the salon that day to make it right and the client declined. Gina was under the impression at the end of the phone call, that the client would give herself some time to think about what she would like to do. The client never called the salon to express any sense of dissatisfaction, she only expressed this to Gina. The fact that the management knew about this before your contact was solely because Gina gave them a heads up because she was unable to pin point what color the client wanted whether it be "platinum", "darker gray", or "burgundy" The client never once expressed that she wanted a refund, she simply bombarded Gina with criticism and dissatisfaction. Every effort Gina made was declined.

Attached are before and after pictures. The darker, brunette colored pictures are the before, and the blonde pictures are the after.
I can be reached via email, or at the salon at 330.239.4555.
Thank you for your time,
Sam Wanna
Initial Consumer Rebuttal /* (3000, 8, 2016/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The perm I had wanted before is completely irrelevant to this blonde coloring. Other than the fact that I had told Gina I just wanted something different, because I hadn't been able to find anyone to spike it as short as I wanted on top. So I was contemplating letting it grow longer and getting it permed like I had it before. I did NOT leave happy on May 11th, which is the exact reason why I immediately called her cell phone...to complain to her privately instead of in-front of all the other customers and staff. Yes, Gina sold me the shampoo and conditioner for blonde hair, which I returned that same night for a refund of $31.90. I had complained in person at that time and said that I wanted to speak to the manager.
I was told there was no-one there but that they'd call. I actually had to stand there for quite a while, because the gal at the front desk didn't know how to do a refund and the gal that did was upstairs in the restroom. No-one called me back. I even contacted them on their website thru the "contact us" tab, still nothing. They say that I might not like or deal with change?!?!?!!! That's all I do on a daily basis! I travel all over the U.S. for my job (Oil & Gas Industry), have lived in 19 different states and been to more than 5 salons. I had always wore my hair in a very short spiky haircut since my 2nd cancer in 2004 and was having problems finding someone in this Medina County area that would cut it short enough to stand up on top.
Gina did that and yes I was VERY happy with that cut...which is exactly why I came to HER to get the platinum gray color that I wanted. I showed her the hair color I wanted via a text message. I stressed that I did not want blonde hair, it does not go with my complexion for starters. I have attached what I wanted hereto, as well as what I got from Gina (the orange, yellow blonde) and then the gray (platinum) that I got from someone else. I had mentioned to Gina about maybe a different color, like her burgundy color, ONLY because during our phone conversation when I called to talk to her, because I had been told that no manager was at the salon when I had gone back and returned my shampoo and conditioner (about 15 minutes after I had bought it), Gina made mention that she would have to figure out what she could do.
She had just gotten home and was fixing dinner, had prom and a couple other things and said that she'd call me on Monday. She did not call me. During that phone conversation is when she became rude because I had used the word 'blonde' too many times in her opinion. She said, "yeah, I get it. We both know it's blonde, you don't have to keep using the word". So I said, "Oh, okay. Well you have a nice weekend then and I'll talk to you Monday morning". The phone call then ended. I've spoken to several other stylists online, in person and on the phone, that all said the same thing...."she could have just put a darker slate toner on it right then and there. She didn't need to let it 'oxidize' for 48 hours and she should have then sold you purple shampoo for platinum/gray hair and not the shampoo to keep the blonde color. That makes no sense.".
I just want my refund, even more so now that they've insulted me by calling me a difficult person and that I don't deal well with change. My entire life is about change and I am about the easiest person to get along with. "You are the most honest, genuine and caring person I've ever known" are the words I hear quite often. I am a huge volunteer person, do thousands of dollars in donations to causes and other things in each community I'm working in and to be insulted like this is unacceptable and unnecessary. I just simply want my refund.
Final Business Response /* (4000, 18, 2016/06/08) */
Revdex.com spoke to business
Business states that they stand with their original response and will not offer a refund.