August 3, 2015Dear [redacted].
We are in receipt of your letter dated July 27, 2015 regarding the complaint filed by [redacted]. Please find below our comments to her complaint:
On July 18, 2015 [redacted] came to the school for hair color service. During the consultation, she...
pointed out to another teacher's hair as the color she wanted. That teacher's Color was caramel, not blonde. After the Service, She said She was happy, paid $45.00 and rebooked her next appointment. She also completed the Guest Service Checklist, and rated her experience with a "3" which means “Excellent”. It seems that when she got home things changed. When she called the school, she was invited to come back and a toner was applied, free of charge. She said she liked it but was not blonde. She was told by the instructor that her hair can be done lighter at the next service and offered a 20% discount. She agreed to come back on August 29th and asked if she can have the same student to do the service. Apparently when she got home, she did not like the color.
On July 24, I spoke to her and again offered to make the changes that she wanted, and give her credit towards future services, but she refused. We did not come to an agreement. Also, I did not hang up on her. I apologized to her for any inconvenience, and I told her that I couldn't stay on the phone any longer.
It is unfortunate that [redacted] did not enjoy her experience despite our efforts to make her happy. Our corporate office will mail her a check in the amount of $45.00 to refund the cost of the service.
If you should have any questions, please do not hesitate to contact me.
Regards,Danie N.
School Director
August 3, 2015Dear [redacted].
We are in receipt of your letter dated July 27, 2015 regarding the complaint filed by [redacted]. Please find below our comments to her complaint:
On July 18, 2015 [redacted] came to the school for hair color service. During the consultation, she...
pointed out to another teacher's hair as the color she wanted. That teacher's Color was caramel, not blonde. After the Service, She said She was happy, paid $45.00 and rebooked her next appointment. She also completed the Guest Service Checklist, and rated her experience with a "3" which means “Excellent”. It seems that when she got home things changed. When she called the school, she was invited to come back and a toner was applied, free of charge. She said she liked it but was not blonde. She was told by the instructor that her hair can be done lighter at the next service and offered a 20% discount. She agreed to come back on August 29th and asked if she can have the same student to do the service. Apparently when she got home, she did not like the color.
On July 24, I spoke to her and again offered to make the changes that she wanted, and give her credit towards future services, but she refused. We did not come to an agreement. Also, I did not hang up on her. I apologized to her for any inconvenience, and I told her that I couldn't stay on the phone any longer.
It is unfortunate that [redacted] did not enjoy her experience despite our efforts to make her happy. Our corporate office will mail her a check in the amount of $45.00 to refund the cost of the service.
If you should have any questions, please do not hesitate to contact me.
Regards,Danie N.
School Director