Stella's Hair Braiding

After getting her hair braided at my shop on 7/15/2016, the customer called me the next morning to let me know that she was not happy with the service she received the day before. She did come in that morning and I instructed one of my braiders to fix the braids to the customer's liking. The braider...

performed the job satisfactorily and the customer left; and that was the last time I heard from her until receiving the complaint she filed with your Bureau. The customer’s allegations of having been screamed at in my salon are just preposterous for the simple reason that we do not scream at our customers, let alone in the presence of other customers. At Stella's Hair Braiding we strive to be courteous to each every one of our customers.Given that the customer kept the braids, I am proposing to refund her half of the $180 she paid for our services which is $90. That offer is contrary to our store policy which stipulates no refund, but I believe that is the way to put the issue to rest.Please feel free to contact me at the above number, should you need more clarifications.Sincerely,Stella *. A[redacted]

Review: I paid $for micro braids including the hair and I received box braids with micro braids attachedThey spaced my micros to far apart and gathered too much of my real hair into one micro braid extensionOne braid could have been or braidsThere was only one stylist/braider braiding my hairThe braider started some of the micro extensions as a small corn roll to my scalpThis is their way of only spending hours on your hair so they can service more customers and make more moneyThe average time to do micro braids is hours or longerI received service on Friday and on Saturday I realized my braids in the middle to the back of my hair felt skimpy I contacted the salon and was told by the owners daughter and then a man to come back and they will take care of meWhen I went back I spoke directly to Stella the owner and advised her I was not happy she was not willing to cooperate and fix the problemShe stated that is how they do their micro braids and stated it would take more hair and two days to do what I was asking for(The service I requested was small to medium size micro braids and hours would have been sufficient and I was never provided the opportunity to request more hair)I mentioned a refund and she complained about her lease being too expensive to provide a refund(TMI, unprofessional and irrelevant)While I was there I witnessed two individuals providing complaints to Stella the ownerI witnessed two braiders/stylist arguing with customersPoor quality, bad and unfriendly environment.Desired Settlement: I would like to be refunded the $I paid
Business
Response:
August 7,
Subject: Reply to Customer Complaint #[redacted]
To Whom It May Concern
Dear Sir/Madam,
At Stella’s we take pride in our work and our customers are our number one priorityI remember this particular customer because she did come back and I took care of her myselfThe micro braids as she mentioned cost $and upThe $is medium size braids and that is the cheapest in those particular stylesThe hair is $a pack and we use packs of hair for this styleWhen our customers come in, we discuss the prices with them and show them the appropriate sizesThe micro braids take between to hours depending on the braider’s skillsWe could not refund the price of the hair anyway, since we have to buy it ourselves; so let us say the discussion is about $and not $I take care of Stella’s marketing, customer transactions and any issue that may arise, but I am also very familiar with the braiding business since I am a braider myselfWhen this customer called on the phone to complain about her braids, I told her to come in so that I could herBut when she got here, I realized that the braids were perfectly done and were even smaller than what she paid forWe wanted to take a picture of her braids for proof that our job was impeccable but she refused to let us take a picI have personally shown her the size for the price she paid and that the job was very well doneNevertheless, she insisted that she wanted the inside smaller and we fixed her braids free of and even gave her another pack of hair for freeAfter all this she decided that she wanted her money back anywayUnfortunately, we have a no refund policy that is displayed in the shop and it states that a customer has to bring up any concern before leaving our shop and even after leaving; we still give our customers a week to come back for any touch up free of chargeEven if we did have a refund policy, we could not refund money for a job so well done when it comes to that particular customerIn our business, we also encounter people who before going to an event, come and get their hair done and after enjoying it wherever it is they attend, come back and ask for a refund with no room for any other arrangementJust like people buy clothes sometimes and wear them with the tag to an event and return them after that event to get their money back; we also have those kinds of customers in our industryBut in our business, someone (the braider) spends to hours of their time, away from their family to provide such sendees and our braiders know that if a customer comes back with a job neglected, they will have to refund their pay to another braider to fix their work, so everyone strives for perfectionWe have already fixed this customer’s braids just to please her since at Stella’s we pride ourselves in our clientele total satisfactionBut this customer seems to be one of those people who return their clothes for a refund after wearing themWe are so sorry for any inconvenience that this may have caused, but unfortunately, we cannot refund the money back to this particular customer for a service well done
Sincerely,