Super Cuts #80623

** Hard Copy Attached **We are responding to a complaint that was submitted to our Supercuts store from the Office of the Attorney General on 1/10/17. We appreciate the opportunity to submit our perspective on the series of events and the opportunities that we provided to this customer. As a locally owned store our customers and their feedback is extremely important to us and we treat each complaint as so. First I want to assure you that our stylists are trained and are required to go through certified trainings before they are allowed on the floor to work with customers. Ms. [redacted] in August did get her hair colored at our Supercuts store. I never received a complaint from her following this service and our stylist stated that the customer was happy when she left. She did do a follow up call and our stylist explained to her with her hair color and the type of color Supercuts sells this was as dark as she could get the purple to show in her hair. Our stylist also did tell her we were getting a new color brand in fall which would offer darker and more prominent colors. At this point the customer did not ask for a refund and did not offer a compliant. In December she came in after a call from our stylist and wanted the "pop" brand purple color to be put in her hair. When our stylist was doing her hair she noticed the purple was still in her hair from August so toned down the purple using the formula provided to the stylist so that the proper color is achieved. The color did not come out as the customer wanted (more blueberry than blue), so the stylist at that time told her she could come back the next day and they would fix it. Because the customer was not happy the stylist took $5 off and gave her a free bang trim and offered to fix the color for free. The customer refused this and then sent me a complaint. Attached you will find my correspondences with her and you will see that we did offer her a number of options that she refused. As a policy we do not give refunds, but I did offer Ms. [redacted] a free service to redo the color, and I offered her $55 in a gift card to put toward another service or products. Please let me know next steps related to this issue, as I said earlier as a locally owed store every customer is important to us as is the reputation of our store.

Thank you for your recent correspondence in regard to the claim made to your office by Mrs. [redacted]. The salon she visited in Mankato, MN is a Franchise location. Regis Corporation will not be filing a formal response but we have forwarded this complaint to the Franchise Owner.   Regis...

Corporation makes every effort to take care of our guests in a fair and positive manner.   Thank you for your interest in this issue.

I am rejecting this response because: I already gave them a second chance (12/28/16) after they unsuccessfully tried to put purple in my hair back on 8/9/16, for which I was charged.   In fact the day after I had the so called purple put in, I have my husband and co-workers who thought I backed out of having the purple put in because they could not see it in my hair.  I have copied from their letter below to which the stylist stated the following:In December she came in after a call from our stylist and wanted the "pop" brand purple color to be put in her hair. When our stylist was doing her hair she noticed the purple was still in her hair from August so toned down the purple using the formula provided to the stylist so that the proper color is achieved.This is a false statement because I have a witness who will sign a notarized statement to the fact that she saw that my hair had been dyed at the end of August.  I dyed my hair at that time because since there was no purple in my hair and the roots were starting to show again.  I also dyed my hair again on 10/28/16 for which I still have the receipt for the dye.  After 2 months my roots were showing again thus the reason for dying my hair again in October.  So I would like to ask that when she colored my hair on 12/28/16 how could there be any so called purple in my hair after dying my hair TWICE.Also since the 8/9/16 color did not work and the 12/28/16 was supposed to be a redo why was I charged the full price yet again, is this their policy to recharge the customer for redo's on their errors.As of this date each and every time I wash my hair the original blue is now turning a green color for which I have pictures of.  And I use a very gentle shampoo rated for colored hair. All I am asking for is my money back from the 8/9/16 and 12/28/16 dates.  I feel I do not want to go back a third time and have them do something else wrong to my hair!