Southern Roots

The box that she ordered and received did have products in it items in the box were monogrammedShe did not pay us through [redacted] This lady is a previous employees fiances mother She paid the previous employee cash The previous employee brought in the payment and we put together the boxThe previous employee delivered the box herself to her fiances motherI myself the store owner have never spoken to the customer, nor has any other employee A receipt was never asked for or it would have been providedThe customer says there are supposed to be products monogrammed but the text of the deal states 2-products monogrammed

The box that she ordered and received did have 5 products in it.  2 items in the box were monogrammed. She did not pay us through [redacted].  This lady is a previous employees fiances mother.  She paid the previous employee cash.  The previous employee brought in the payment and we...

put together the box. The previous employee delivered the box herself to her fiances mother. I myself the store owner have never spoken to the customer, nor has any other employee.  A receipt was never asked for or it would have been provided. The customer says there are supposed to be 5 products monogrammed but the text of the deal states 2-3 products monogrammed.

Unsatisfactory Service, Not Willing to RefundMy daughter had her hair done (curled, etc) at this business on 4/10 for the prom that evening. After 30 minutes of leaving the work done to the hair unraveled/reverted back, or did not hold as it should have at least thru the evening. I called and spoke with [redacted] who did the service and told her of our dissatisfaction, she was not willing to offer a refund for the service. She rather noted she had not had this problem prior, and insisted on a picture which was sent to her, but then she noted she could not guarantee her work after the time the customer left the business. We do not feel this is a reasonable and customary practice of doing business when dealing with the public in that if a customer is not happy with the product within 30 minutes of the service then the merchant should be willing to refund the amount paid. Desired SettlementSimply a refund of the $40 paid for the service which was useless for the desired outcome. Business Response I was unable to successfully respond to the complaint via the web address given. But to respond to Mr. [redacted]: We guarantee our work except on formal styling. It is absolutely customary to not guarantee this service. When we color hair, it will not change colors right after the service. Again, with a cut, it isn't going to change angles when they leave. Whereas, with a formal style, it can change with so many different variables. This has always been our policy. When Mr. [redacted] called, I DID OFFER TO RE-DO THE SERVICE to help his daughter out because I know how important prom is and wanted her to have a good evening but not because I, in any way, made a mistake. Mr. [redacted] was did not want that remedy. I performed the service, as I have been doing for the past 10 years, to the best of my ability. I had 0% worry that her hair would not hold up. I had 100% confidence that her hair would stay intact through the evening. I even gave her some tips to calm it if it did not "fall" enough. I curled tighter than the picture of wavy hair that she showed me because the idea is that if I curl at 1pm, then at 6pm it should have the perfect wave. She seemed happy with the service. I verbally asked her if she was happy with the service and waited for her response. She gave me a verbal affirmative that she was happy with it. Her mother then came in a paid for the service. Neither of them spoke of any discontentment. Less than an hour later, Mr. [redacted] called me and asked me to refund their money. I told him I would need visual evidence that what he said was the case because there what he said happened is an absolute impossibility. He admitted to me that he had not even seen it for himself and still has not to my knowledge. He also never produced a picture. I am attaching our text message correspondence. Some was over the phone and some through text. I explained to him that if you purchase a garment and then take that garment home and rip it or the garment is defective. You have to bring the garment into the store where you purchased it and provide visual evidence that the garment is damaged to receive any kind of credit/refund. Mr. [redacted] also threatened to dispute the charge on his account which he was unable to do. I expressed to him that the service was done to the best of my ability and there was no reason for me to return any money. Mr. [redacted] also said the words "the customer is always right" which is not the case. If you ask for me to color your hair red and then decide you do not care for red, it is not on our part that you are not happy. The customer was not right in this case. I stayed calm and kind throughout our correspondence and did my best to remedy the situation. [redacted]Owner SouthernRoots SalonOakland, TN. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This matter can be summed up simply. The service done was not to our satisfaction, it did not serve the purpose for which we paid. At first the business denied that the work they had done did not hold up and requested a picture. We sent a picture by text to the business. Then they changed the story from not believing the work was done, to then saying no work was guaranteed once the customer leaves. It is a matter of whether or not the business believes that if a customer is not satisfied, that they should refund the money. In this case we did not have time to carry my daughter all the way back to the business to try and have it redone, rather we had someone else do it which resulted in a much better service. If the business takes this stance of they are right and the customer is wrong, it will only serve as a detriment to the business in the long run. Final Business Response This will be my final response. I have been bullied enough by Mr. [redacted]. The customer was satisfied when asked before they paid for the service. It is not a service that is guaranteeable after leaving the salon. I still never received a picture (consumer should screen-shot the picture text if it was sent) and we will not be issuing any refund.