This is in response to [redacted] rejection to our response Please refer to our original response; as we stated that the stylist worked on MsBueno's hair for 1/hours, NOT that she returned 1/hours later, as she stated in her reply At the appointment, [redacted] showed Mei the picture on her phone, BUT directed Mei that she did not want the roots as dark as the picture, and that she did not want the ends not as light as in the picture This was at [redacted] request Mei would have easily made her hair exactly as the picture, but it was at [redacted] insistence and request that the hair color be different than the picture Now, after the coloring, MsBueno expected it like the picture, afterall? [redacted] asked for her hair to be a certain color and the stylist had complied and the results were what the client had requested in the beginning Mei stands behind her work and services, and states that if [redacted] wants the hair as she showed in the picture, she will gladly her hair again There is absolutely a no-refund policy at our salon We have already spent the 1/hours on the labor and services Thank you
Complaint: [redacted]
I am rejecting this response because: the information stated by the business owner is flat out not true. I did not come back in 2 1/2 hours, I was outside taking pictures in disgust of what they did to my hair. I wasn't even away for hour. My initial request was just for a partial refund because I knew I was going to have to fix it. The Picture I showed stylist, attached, was a blonde balayage, which has a light blonde bottom that fades into my brunette hair color. I was given a Dark Orange throughout my whole head, a disgusting color and I was crying in pain all day and yes my head was on fire! She had no care in the world to help me fix it. She refused to help me and pushed me towards the owner. He was willing to give me a FULL refund if I let them dye my hair darker to me "original color" and he wouldn't do it himself, he was forcing the stylist to do it, the same one that thought Dark orange was blonde. I just refused to be touched by her again and the amount of disrespect from the owner drove me in tears all day. I understand this is a service and not an actual item but I did not receive the service I asked for and my attached picture shows it. Even the co-worker that referred the place felt sorry for me. It is obsurd that the business owner can neglect customers, treat them with so much disrespect and then lie about the situation. I want a refund to fix the problem that was created by the style "salon" at a establishment that can do it correctly, please.
Sincerely,Lauren Bueno
Thank you for the opportunity to respond to the alleged claims of [redacted] for services she received at Structure Hair Design. [redacted] had come in for an appointment with stylist Mei Su, and [redacted] showed a picture on her cellphone of the hair color she liked. [redacted] told...
the stylist that she wanted a similar color to the picture on her phone, but “not as light in color.” At the end of the appointment, [redacted] was happy with the results, and she paid and tipped Mei for the services (Haircut and color: $[redacted] + $** tip). She left the salon happy with her new style and color. However, [redacted] later returned, saying she was now unhappy with the hair color, because her “friend says it’s not like the picture” and without any explanation, [redacted] kept insisting on a refund. Mei has been a stylist for over 12 years, and is one of the busiest stylists at Structure, with a very high satisfied-customer ratio. Therefore Mei asked what the customer wanted done now, and that she would gladly do it the way she wanted it again. [redacted] only wanted her money back, stating she was not happy with the results. I was called over and looked at the picture on her cellphone, as well as the customer’s hair. Now, I have been a stylist for 28 years; and I was able to see that the hair color and condition of [redacted] hair was not only just fine, but that the color turned out excellent, and that the condition of her hair was great. (Sometimes, dependent on the hair texture and hair condition, it can be a tricky process for brunettes wanting to be blond, but I can attest that results of [redacted] hair tone and condition were excellent). I also checked her scalp and there was no redness or irritation that sometimes can be a reaction to the products. [redacted] did not want to hear anything more from myself or from Mei, she just kept demanding her money back. In my 24 years of business, I stand behind the services that my stylists and my salon offer. Customer satisfaction is what we strive for, and Mei will go the extra mile to ensure the customer walks out happy with the results of their work. In this case, [redacted] received services, was happy with the results, and then later returned, stating she now wanted her money back. Even after earlier services of 2 ½ hours were done on her, we were more than willing to give her the option of re-doing the color again or having her new hair color return to its natural state for a refund, but she refused --- and was adamant on getting her money back as the only resolution. I am glad that this doesn’t happen often, but there isn’t “buyer’s remorse” in this business, like where you can return a new car. I stand behind the fact that the stylist, Mei, did a great job and that her client left happy with the services that were provided and performed. As a business, we cannot just refund each and every customer states they want their money back. We have a strict “No Refund” policy due to the fact that there will be people out there who just want a “free” service. Businesses like ours cannot operate this way; as the time and labor spent, as well as the products that were used, are all to be considered for the services that each and every client receives when they walk into the salon, and we take pride in taking care of each and every customer’s request. Thank you.
This is in response to [redacted] rejection to our response. Please refer to our original response; as we stated that the stylist worked on Ms. Bueno's hair for 2 1/2 hours, NOT that she returned 2 1/2 hours later, as she stated in her reply. At the appointment, [redacted] showed Mei the picture on her phone, BUT directed Mei that she did not want the roots as dark as the picture, and that she did not want the ends not as light as in the picture. This was at [redacted] request. Mei would have easily made her hair exactly as the picture, but it was at [redacted] insistence and request that the hair color be different than the picture. Now, after the coloring, Ms. Bueno expected it like the picture, afterall? [redacted] asked for her hair to be a certain color and the stylist had complied and the results were what the client had requested in the beginning. Mei stands behind her work and services, and states that if [redacted] wants the hair as she showed in the picture, she will gladly re-do her hair again. There is absolutely a no-refund policy at our salon. We have already spent the 2 1/2 hours on the labor and services. Thank you.
This is in response to [redacted] rejection to our response Please refer to our original response; as we stated that the stylist worked on MsBueno's hair for 1/hours, NOT that she returned 1/hours later, as she stated in her reply At the appointment, [redacted] showed Mei the picture on her phone, BUT directed Mei that she did not want the roots as dark as the picture, and that she did not want the ends not as light as in the picture This was at [redacted] request Mei would have easily made her hair exactly as the picture, but it was at [redacted] insistence and request that the hair color be different than the picture Now, after the coloring, MsBueno expected it like the picture, afterall? [redacted] asked for her hair to be a certain color and the stylist had complied and the results were what the client had requested in the beginning Mei stands behind her work and services, and states that if [redacted] wants the hair as she showed in the picture, she will gladly her hair again There is absolutely a no-refund policy at our salon We have already spent the 1/hours on the labor and services Thank you
Complaint: [redacted]
I am rejecting this response because: the information stated by the business owner is flat out not true. I did not come back in 2 1/2 hours, I was outside taking pictures in disgust of what they did to my hair. I wasn't even away for hour. My initial request was just for a partial refund because I knew I was going to have to fix it. The Picture I showed stylist, attached, was a blonde balayage, which has a light blonde bottom that fades into my brunette hair color. I was given a Dark Orange throughout my whole head, a disgusting color and I was crying in pain all day and yes my head was on fire! She had no care in the world to help me fix it. She refused to help me and pushed me towards the owner. He was willing to give me a FULL refund if I let them dye my hair darker to me "original color" and he wouldn't do it himself, he was forcing the stylist to do it, the same one that thought Dark orange was blonde. I just refused to be touched by her again and the amount of disrespect from the owner drove me in tears all day. I understand this is a service and not an actual item but I did not receive the service I asked for and my attached picture shows it. Even the co-worker that referred the place felt sorry for me. It is obsurd that the business owner can neglect customers, treat them with so much disrespect and then lie about the situation. I want a refund to fix the problem that was created by the style "salon" at a establishment that can do it correctly, please.
Sincerely,Lauren Bueno
Thank you for the opportunity to respond to the alleged claims of [redacted] for services she received at Structure Hair Design. [redacted] had come in for an appointment with stylist Mei Su, and [redacted] showed a picture on her cellphone of the hair color she liked. [redacted] told...
the stylist that she wanted a similar color to the picture on her phone, but “not as light in color.” At the end of the appointment, [redacted] was happy with the results, and she paid and tipped Mei for the services (Haircut and color: $[redacted] + $** tip). She left the salon happy with her new style and color. However, [redacted] later returned, saying she was now unhappy with the hair color, because her “friend says it’s not like the picture” and without any explanation, [redacted] kept insisting on a refund. Mei has been a stylist for over 12 years, and is one of the busiest stylists at Structure, with a very high satisfied-customer ratio. Therefore Mei asked what the customer wanted done now, and that she would gladly do it the way she wanted it again. [redacted] only wanted her money back, stating she was not happy with the results. I was called over and looked at the picture on her cellphone, as well as the customer’s hair. Now, I have been a stylist for 28 years; and I was able to see that the hair color and condition of [redacted] hair was not only just fine, but that the color turned out excellent, and that the condition of her hair was great. (Sometimes, dependent on the hair texture and hair condition, it can be a tricky process for brunettes wanting to be blond, but I can attest that results of [redacted] hair tone and condition were excellent). I also checked her scalp and there was no redness or irritation that sometimes can be a reaction to the products. [redacted] did not want to hear anything more from myself or from Mei, she just kept demanding her money back. In my 24 years of business, I stand behind the services that my stylists and my salon offer. Customer satisfaction is what we strive for, and Mei will go the extra mile to ensure the customer walks out happy with the results of their work. In this case, [redacted] received services, was happy with the results, and then later returned, stating she now wanted her money back. Even after earlier services of 2 ½ hours were done on her, we were more than willing to give her the option of re-doing the color again or having her new hair color return to its natural state for a refund, but she refused --- and was adamant on getting her money back as the only resolution. I am glad that this doesn’t happen often, but there isn’t “buyer’s remorse” in this business, like where you can return a new car. I stand behind the fact that the stylist, Mei, did a great job and that her client left happy with the services that were provided and performed. As a business, we cannot just refund each and every customer states they want their money back. We have a strict “No Refund” policy due to the fact that there will be people out there who just want a “free” service. Businesses like ours cannot operate this way; as the time and labor spent, as well as the products that were used, are all to be considered for the services that each and every client receives when they walk into the salon, and we take pride in taking care of each and every customer’s request. Thank you.
This is in response to [redacted] rejection to our response. Please refer to our original response; as we stated that the stylist worked on Ms. Bueno's hair for 2 1/2 hours, NOT that she returned 2 1/2 hours later, as she stated in her reply. At the appointment, [redacted] showed Mei the picture on her phone, BUT directed Mei that she did not want the roots as dark as the picture, and that she did not want the ends not as light as in the picture. This was at [redacted] request. Mei would have easily made her hair exactly as the picture, but it was at [redacted] insistence and request that the hair color be different than the picture. Now, after the coloring, Ms. Bueno expected it like the picture, afterall? [redacted] asked for her hair to be a certain color and the stylist had complied and the results were what the client had requested in the beginning. Mei stands behind her work and services, and states that if [redacted] wants the hair as she showed in the picture, she will gladly re-do her hair again. There is absolutely a no-refund policy at our salon. We have already spent the 2 1/2 hours on the labor and services. Thank you.