The Glow Company LLC

In my last response I stated that if the guest wanted a refund she simply should call our Guest Experience Manager back The guests response back is fabricated and she embellishes a lot of her story She did actually write a note to the stylist..."I love my hair, thank you!"Regardless, we followed up with this guephone, back before she wrote a letter after we fixed her hair the last time and she never responded.I am not going to chase her down and then continue to let her make up stories This could have been resolved a month ago We called her end of September, she didn't call back I stated in my last reply she needed to call us to get her refund There is nothing else that I can do at this point As far as the 100% satisfaction guarantee, we do guarantee our services and products MOST guests that have an issue with a service simply come back in to get fixed and are happy There are a few that are unhappy and we refund their money We do the same with products we try to help you get the best product for your hair and if you are unhappy we exchange for you or refund your money However you have to understand that services are subjective and a guest could claim they are unhappy--when really we gave them exactly what they want But now they want their money back We already spent the time rendering the service Make sense?Please let me know how to proceed from here.Thanks [redacted] Roots Salonmyrootssalon.com262-422-7835-Cell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The last message that the business sent me was full of blatant lies and insults, and I feel I must address themI have made a firm point to be professional, truthful, and open to resolutionI have purposefully not spread my story yet on social media, as I felt the business should have a chance to resolve the issue with me first.Here is what I would reply to the business:"Dear Ms***,I do not appreciate being called a liarEverything I have stated is exactly true, and I am unclear why you are unwilling to take any responsibilityYou keep claiming all I had to do to get a refund was askI already explained exactly how many times I asked for a refund, and how I was ignored and lied toPlease go back and re-read.My response is absolutely not "fabricated" or "embellished" in any wayI even included picturesIf you are in the habit of claiming that guests are liars, rather than just taking responsibility for your business, I would not be surprised if you continue to lose customersI absolutely did NOT write a note to the stylist that said "I love my hair, thank you!" That is a 100% lieI challenge you to post a photo of this note, as it does NOT existI left a note for the stylist who was assigned to repair the colorI felt he was the only person who treated me kindly the entire timeMy note said, word for word: "Thank you for trying to help with my hair disaster." I remember it very clearly, because I was trying to phrase it kindly to him, although I was still quite unhappy.You say you are not going to chase me down? I do not recall you making any effort to chase me down or make things rightIn fact, you have done nothing but insult me and call me a liarI have never been so upset at any treatment in my entire life.I am thoroughly disgusted at this appalling businessI have made a point not to spread this story through social media or among friend and family, as I wanted to give you a chance to make things rightHowever, I will now be making it my mission to tell my story to everyone who has access to the internetThey deserve to knowI have all the emails that were sent to me, as well as all your responses here on Revdex.comThose speak for themselvesIf I, as a potential customer, saw that a business had spoken the way you have to someone, I would never patronize their establishment.Clearly, you don't want my patronageI certainly do not want your servicesI just think this all could have been resolved so differently."Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,
and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Here is what really occurredI reached out to Roots Salon asking for a refundAt first, Roots refused to even acknowledge my request for a refund, brushed off what I told them about how I had been threatened with police (she just said she was sorry that I felt that way and she was sure it wasn't meant that way), and offered me corrective color and cut servicesThe lady I emailed with was friendly, but she kept saying that with more treatments, my hair would become healthy againI don't understand how someone whose business is hair doesn't know that once hair is damaged, it's damaged forever. I originally specifically asked for something that would not damage my hair, and now my hair is like gooey strawIt's not getting "better" - it's deadI could cut it off, but I've been growing it out for years and I'm crushedWhen it became clear she would not give me a refund, I went in to get my greenish yellowish grey color fixed, and was set up with a great stylist at a different Roots location who got rid of the green tintHowever, my hair is still so damaged and porous now that the color faded within three washesThey did give me free products which I didn't ask for, but I didn't use them and will be happy to give them backWhen I again told Roots that my hair was not "fixed" - it's in terrible shape and it will be until it grows out in three years - they suggested I come in for one more color serviceThe only reason I agreed was because she promised me that there would be a "trainer" there who would assess the damage, and if it was really irreparable, they would refund meWell, I went in, and there never was any trainerNot one person said a word to me about assessing my damage or giving me my refundI'm not trying to get anything free from this companyI wanted a refund and then to be done with them foreverI thought the guy who did my corrective color was great; however, this company is terrible and cheats people and doesn't guarantee their productIf I sold a skin cream that was defective and it burned someone's skin off leaving it scarred, but then tried to offer "services" like massages or soothing lotion...that's not fixing the problemThe skin is still scarred and ruinedHonestly, I don't even blame the original stylist anymoreI think the company needs to admit they screwed up and didn't train their stylist properly and ruined my hair, and they need to give me my refundAnd give me a real apology for the disgusting way I was treated at the Brookfield locationHowever, I realize that will never happenI don't understand why, since monetarily it's nothing to themI understand they think maybe they will keep clients by "correcting" the problem, rather than admitting fault by refunding, but there are some problems that can't be correctedI am not pleased; I am still depressed about this and very, very upsetI do appreciate that the client satisfaction lady who worked with me was friendly and was trying to be helpful in a way, and normally I'm extremely understanding when something happens that is out of one's controlBut this was not right, and I know that Roots will not take real responsibility, so I will never go here again, and I want every potential client out there to know there is NO guarantee of safety or result at this place
Regards,
*** ***

In my last response I stated that if the guest wanted a refund she simply should call our Guest Experience Manager back.  The guests response back is fabricated and she embellishes a lot of her story.  She did actually write a note to the stylist..."I love my hair, thank you!"Regardless, we followed up with this guest-by phone, back before she wrote a letter after we fixed her hair the last time and she never responded.I am not going to chase her down and then continue to let her make up stories.  This could have been resolved a month ago.  We called her end of September, she didn't call back.  I stated in my last reply she needed to call us to get her refund.  There is nothing else that I can do at this point.  As far as the 100% satisfaction guarantee, we do guarantee our services and products.  MOST guests that have an issue with a service simply come back in to get fixed and are happy.  There are a few that are unhappy and we refund their money.  We do the same with products we try to help you get the best product for your hair and if you are unhappy we exchange for you or refund your money.  However you have to understand that services are subjective and a guest could claim they are unhappy--when really we gave them exactly what they want.  But now they want their money back.  We already spent the time rendering the service.  Make sense?Please let me know how to proceed from here.Thanks[redacted]
Roots Salonmyrootssalon.com262-422-7835-Cell

This complaint was resolved, we gave the client some free services to correct the problem and also some free products.  She left our business pleased.[redacted]
Roots Salon