Snowball

I am writing in regards to a complaint reference #[redacted].  
The client came into our salon to tan in the past but...

this was the first time we had done her hair.  She asked if we could change her hair from foiled hi-lights to an ombre' color technique.  She had about 3 to 4 inches of regrowth and her natural color is very dark brown.  She wanted the ombre' technique because she thought it would be less maintenance than the hi-lights she currently was unable to maintain in a 4 to 6 week manor.
She showed our colorist a college of photos with models of ombre'. They discussed the one she liked the best but decided to go slightly darker because she AGAIN would run into the same maintenance issues if she went to light like the photo.  
Our colorist and client agreed on colors by looking at color swatches and choosing the ones that would be closest to her natural color and then ombre into the blonde ends.  We spent 3 1/2hrs and 3 1\2 extra batches of color on her long thick hair.  When blow drying her hair she had stated it was much darker than she was use to and we assured her it is normal to feel uncomfortable for a few days until she got use to seeing herself with darker hair.  
The next morning she was on our answering service saying she had been crying all night and wants to be blonder.  She didnt like the darker hair.  Price was never discussed.  We got her in later that afternoon to accommodate her.  I personally (owner\stylist) sat in on the consultation.  The client was hysterical and crying in front of other clients saying she didnt trust us to redo the ombre or to make it a lighter blonde.  She showed me a picture of what she wanted apparently forgetting she was unable to maintain the lighter blonde and had asked for it to be darker blonde to insure less maintenance.  
I have been in business for 11yrs and a stylist for 30 I know it is a big transition for anyone to go darker and would never want someone to be unhappy with anything they receive from my salon.  I offered to make the ombre' a brighter blonde explaining it could compromise her long ends to use the harsh chemicals to lighten up the ends we had just darkened.  When she heard that she was clearly unhappy she had gone darker and just wanted her foiled hi-lights back.  
I then explained I would do the ombre' free of charge even though it was clearly her who asked for darker hair but to do the foiled hi-lights over all the dark we just put in required a lot more work and products and would definitely compromise the health of the hair.  Because of her unhappiness and my willingness to keep her happy I offered to do it at a discounted price and not charge her the typical hi-light fee.  
She jumped up screaming at us after another half hour consultation to say she wasnt paying us.
I felt terrible she was so unhappy and had called her a few days later to again reiterate that I would brighten up the blonde ends for free and if she decided to change from ombre' to foiled hi-lights I would only charge her for product.  I did not get a response from the client but in my opinion I felt she had asked for something and received it, but decided she didnt like herself with darker hair and now wanted it lighter again but didnt want to pay to achieve it.  She is a beautiful girl and I really think if she would have given it a few days to get use to she probably would have loved the darker more natural hair.   
If I can be of any further assistance please contact me.
[redacted]

Review: I went to snowball to have my hair dye I went in with beautiful highlight hair - I showed them a picture of an ombr hair color I wanted witch was a dark blond on the top and a lighter blond on the bottom I left there with dark brown hair and fry Carmel end nothing like the picture I showed the lady who did my hair when I told her my hair was nothing like the picture I wanted to be blonder she said it was the lighting to go home and sleep on it and if I still didn't like it in the morning she would fix it free of charge I called the salon at 10 when they open and told them my hair looked nothing like the picture I am very up set can you please just put a couple highlight in my hair to try to make it look like it did when I came in and she said yes free of charge ... So my fianc took picture of my hair and it was spotted the dye did not take evenly in hair and it was spotted and I have picture of before I got my hair done and after I got my hair done and the picture of what I wanted .... So I meet the owner of snowball on Wednesday show her the picture of what I wanted done and what I got done was two different thing her answer was well honey we gave you an ombr but not the one in the picture cause that would of coast more money and maybe she though you couldn't afford that and I told her no money was not the issei or I wouldn't of came here and when I show her the picture of my hair that my fianc took how my hair was spotted she said it was my lighting at home it doesn't look like that .. Also she said to me cause I was having a mental moment cause I couldn't deal with my hair dark I said to the owner I upset cause you ruined my hair and didn't give me what I wanted this looks nothing like the picture that when she made the comment well honey she probably gave you what she though you could afford ..also I told her how when I went home and washed my hair that the dye was washing out my hair she said that would never happened aless you went home and washed your hair with pert ...Desired Settlement: 87.00 dollars I paid and would like back when I went to the salon I ask the owner if she could please put a couple highlight in my hair since they didn't do what was even close to what was in the picture she said yes honey if you pay 39.99 I said I just paid you 87 .oo for the wrong job and you told me yoy would fix this for free the owner said well honey just cause you changed your mind on how yoy wanted your hair doesn't mean I am gonna give you something for free she just didn't understand

Business

Response:

I am writing in regards to a complaint reference #[redacted]. The client came into our salon to tan in the past but this was the first time we had done her hair. She asked if we could change her hair from foiled hi-lights to an ombre' color technique. She had about 3 to 4 inches of regrowth and her natural color is very dark brown. She wanted the ombre' technique because she thought it would be less maintenance than the hi-lights she currently was unable to maintain in a 4 to 6 week manor.