The Marcy Spa and Salon

To whom it may concern, Complaint ID [redacted] June 25m, I was booked for an all over color and haircut with this guestAfter consulting with her, we decided that her goal was to be close to her natural level with a burgundy toneShe wanted her length trimmed and side swept fringe for the cut I explained pricing and application procedures to the guest and briefly touched on at home maintenance with color protection shampoo, as any red based color will fade without proper careI also stated that I would send her home with a sample of the color protecting shampoo that we carry to try it before she invested in the full size productThe guest did not once complain about any irritation during the color applicationThe guest seemed to be slightly anxious when being touched, having another guest with the same issue, I was gentle during the service and tried to calm her through small talkThe color application went smoothly and when the cutting portion of the service was being preformed, I informed the guest that the only way I knew to cut side swept fringe was to have a definite part in the bang areaThis meant that shewould have to part there everyday when styling for the bang area to lay properlyShe was fine with that and stated that she loved the over all finished look upon completionAt checkout I informed her that her total for the services was $$for the color and $for the haircutShe did not seemed surprised and left me a gratuity of $asked for consent to photograph her before and after for our social media accounts and she was happy to let meI posted her photo the same evening, she liked it on Facebook and commented that she loved it and thanked me for doing a great jobJuly 3rd, the guest returned to the salon stating that there were a few areas of the cut thatdid not lay properly, she requested another stylist but since I had already been compensated for her services, it is our policy for the original stylist to correct any issues, unless the guest would like to pay for another service with a different providerI consulted with her in our waiting area briefly about what she was unhappy with, decided that we needed to section and comb through to find the problem areaI draped the guest at my station and began detangling her hairShe interrupted the service and stated that she did not want me to correct the issueAt this point I did not see any issues within the cutI informed her that to be seen by another stylist would result in an additional chargeShe stated that she preferred to ·be seen by someone else and I helped her schedule the appointmentAs far as I knew, the guest was happy with her second cut by a different stylist in the salon and I thought that all issues had been resolvedJuly 31st, I was informed by my manager that the guest was unhappy with her color services and would be coming in to speak with myself, a fellow stylist and my manager about a resolutionWhile it is not salon policy, it is my personal policy to correct any issues my guests have with their color for a period of week after the applicationI explain thoroughly to every color guest, longevity of the color theyre asking for, maintenance, and when I will need to see them again to keep their color looking its bestWith it being over a month since the guests color application with no news to me that she was unhappy with it, I informed my manager that I did not wish to correct the guests color for no charge, as I had explained to the guest that I would need to see her again in to weeks to keep her color vibrantAfter we sat down with the guest, we made a group decision to preform another color service on the guest and a fringe trim at no chargeHer statements during the conversation were very inconsistentAgain, I did my best to explain to her how the cut would happen and why she was havingissues with it currentlyShe was pulling hair from the back of her head into her bang section and is why the cut did not make senseThat hair is supposed to be in the back quadrant of her head, not the front.During the consultation with my manager and fellow stylist, we established that there was no error in the cut, the guest simply desired a deeper bang sectionI brought the guest to my station, explained what I was going to do for herI draped her, detangled her hair, checked the scalp for abrasions or irritations and found noneI sectioned her hair into quadrants to prepare for the color applicationDuring the application of color to the back quadrants of the guests head, I noticed her wincing as if she were in painI asked her if her scalp was uncomfortable in any area and she stated that it was slightly uncomfortable and that she wished for me to proceed with the serviceUpon completion of the color application to the back quadrants the guest was still uncomfortableI went to my manager to inform her that I felt as if we were at risk for a law suit if I did not rinse the product out of the guest'shairIt is my main priority to maintain the integrity of the guest's hair and to cause no harm to themAt this point, as a professional it was my duty to inform the guest that she could develop blisters if the color stayed on any longerIt is in some cases for a guest to feel slight tingling in the beginning of color application due to the oxidative color molecules oxidizingThe guest stated that she would sign a waiver releasing me and the salon of responsibility and continue with the applicationWhile my manager went to get the form for her to sign, she changed her mind and we rinsed the color outDuring the shampoo service, the guest continually lifted her neck from the shampoo bowl causing water to drip down the capeShe began to put her hands in her hair while I was shampooing the color out, causing color to get under her nailsI informed her that I needed her to let me finish rinsing before she touched her hair and that she needed to remain in one positionI was overwhelmed by her hostility at this point, but I remained professional at all timesOnce the shampoo was complete, I applied a scalp treatment tosoothe any irritations, and asked her to return to my station so that I could examine her scalp and to make sure that she did not have and irritation or blistersDuring the seconds it took her to walk back to my station, she aggressively removed her shirt and threw it onto the floor beside my station complaining that I had wet the neck area of her shirt while shampooing herAt this point, other guests in the salon were looking at her and I could tell they were becoming uncomfortableI re-draped after finding no signs of irritation or blistering and ask her to return to the shampoo bowl to shampoo out the scalp treatmentAfter completing that portion of the service, I began to comb out her hair and asked her to part her hair in the front to ensure that the bang trim would be in the correct placeThis guest had an unusual part for her bangs and I wanted to make sure it was absolutely rightAt this point I was standing behind the chair at my station which is typical place for a stylist to standShe was standing in front of my mirror attempting to part her hair when she became extremely agitated stating that she did not know why she was struggling to part her hairShe asked me to back away from the station and I took a step backShe then asked me to leave my station entirely because I was hovering and making her uncomfortableSeeing how quickly she had become so uneasy and aggressive with her language, I decided to leave her there and call my manager to inform her of the situationAfter speaking with my manager, I was informed to tell the guest that there was nothing more I could do for her that day and that the person she needed to speak with from here on out was my managerBefore I could return to my station to give her that information, she left As a professional in a customer service industry, it is always my goal to insure that my guests are happy with my servicesIt is my goal to maintain their services and to keep their hair in good condition It is my job to handle difficult situations and guestsI would like to say that I do this exceptionally well, but unfortunately it was not possible in this situationMy team and I went above and beyond to correct this experience but it was not possibleIn hindsight, I feel there is nothing I could have done as aprofessional to correct this situation [redacted]

To whom it may concern, Complaint ID [redacted] June 25m, 2015 I was booked for an all over color and haircut with this guest. After consulting with her, we decided that her goal was to be close to her natural level with a burgundy tone. She wanted her length trimmed and side swept fringe for the cut....

I explained pricing and application procedures to the guest and briefly touched on at home maintenance with color protection shampoo, as any red based color will fade without proper care. I also stated that I would send her home with a sample of the color protecting shampoo that we carry to try it before she invested in the full size product. The guest did not once complain about any irritation during the color application. The guest seemed to be slightly anxious when being touched, having another guest with the same issue, I was gentle during the service and tried to calm her through small talk. The color application went smoothly and when the cutting portion of the service was being preformed, I informed the guest that the only way I knew to cut side swept fringe was to have a definite part in the bang area. This meant that shewould have to part there everyday when styling for the bang area to lay properly. She was fine with that and stated that she loved the over all finished look upon completion. At checkout I informed her that her total for the services was $153. $120 for the color and $33 for the haircut. She did not seemed surprised and left me a gratuity of $10.1 asked for consent to photograph her before and after for our social media accounts and she was happy to let me. I posted her photo the same evening, she liked it on Facebook and commented that she loved it and thanked me for doing a great job. July 3rd, 2015 the guest returned to the salon stating that there were a few areas of the cut thatdid not lay properly, she requested another stylist but since I had already been compensated for her services, it is our policy for the original stylist to correct any issues, unless the guest would like to pay for another service with a different provider. I consulted with her in our waiting area briefly about what she was unhappy with, decided that we needed to section and comb through to find the problem area. I draped the guest at my station and began detangling her hair. She interrupted the service and stated that she did not want me to correct the issue. At this point I did not see any issues within the cut. I informed her that to be seen by another stylist would result in an additional charge. She stated that she preferred to ·be seen by someone else and I helped her schedule the appointment. As far as I knew, the guest was happy with her second cut by a different stylist in the salon and I thought that all issues had been resolved. July 31st, 2015 I was informed by my manager that the guest was unhappy with her color services and would be coming in to speak with myself, a fellow stylist and my manager about a resolution. While it is not salon policy, it is my personal policy to correct any issues my guests have with their color for a period of 1 week after the application. I explain thoroughly to every color guest, longevity of the color theyre asking for, maintenance, and when I will need to see them again to keep their color looking its best. With it being over a month since the guests color application with no news to me that she was unhappy with it, I informed my manager that I did not wish to correct the guests color for no charge, as I had explained to the guest that I would need to see her again in 4 to 6 weeks to keep her color vibrant. After we sat down with the guest, we made a group decision to preform another color service on the guest and a fringe trim at no charge. Her statements during the conversation were very inconsistent. Again, I did my best to explain to her how the cut would happen and why she was havingissues with it currently. She was pulling hair from the back of her head into her bang section and is why the cut did not make sense. That hair is supposed to be in the back quadrant of her head, not the front.During the consultation with my manager and fellow stylist, we established that there was no error in the cut, the guest simply desired a deeper bang section. I brought the guest to my station, explained what I was going to do for her. I draped her, detangled her hair, checked the scalp for abrasions or irritations and found none. I sectioned her hair into 4 quadrants to prepare for the color application. During the application of color to the back quadrants of the guests head, I noticed her wincing  as if she were in pain. I asked her if her scalp was uncomfortable in any area and she stated that it was slightly uncomfortable and that she wished for me to proceed with the service. Upon completion of the color application to the back quadrants the guest was still uncomfortable. I went to my manager to inform her that I felt as if we were at risk for a law suit if I did not rinse the product out of the guest'shair. It is my main priority to maintain the integrity of the guest's hair and to cause no harm to them. At this point, as a professional it was my duty to inform the guest that she could develop blisters if the color stayed on any longer. It is normal in some cases for a guest to feel slight tingling in the beginning of color application due to the oxidative color molecules oxidizing. The guest stated that she would sign a waiver releasing me and the salon of responsibility and continue with the application. While my manager went to get the form for her to sign, she changed her mind and we rinsed the color out. During the shampoo service, the guest continually lifted her neck from the shampoo bowl causing water to drip down the cape. She began to put her hands in her hair while I was shampooing the color out, causing color to get under her nails. I informed her that I needed her to let me finish rinsing before she touched her hair and that she needed to remain in one position. I was overwhelmed by her hostility at this point, but I remained professional at all times. Once the shampoo was complete, I applied a scalp treatment tosoothe any irritations, and asked her to return to my station so that I could examine her scalp and to  make sure that she did not have and irritation or blisters. During the 5 seconds it took her to walk back to my station, she aggressively removed her shirt and threw it onto the floor beside my station complaining that I had wet the neck area of her shirt while shampooing her. At this point, other guests in the salon were looking at her and I could tell they were becoming uncomfortable. I re-draped after finding no signs of irritation or blistering and ask her to return to the shampoo bowl to shampoo out the scalp treatment. After completing that portion of the service, I began to comb out her hair and asked her to part her hair in the front to ensure that the bang trim would be in the correct place. This guest had an unusual part for her bangs and I wanted to make sure it was absolutely right. At this point I was standing behind the chair at my station which is typical place for a stylist to stand. She was standing in front of my mirror attempting to part her hair when she became extremely agitated stating that she did not know why she was struggling to part her hair. She asked me to back away from the station and I took a step back. She then asked me to leave my station entirely because I was hovering and making her uncomfortable. Seeing how quickly she had become so uneasy and aggressive with her language, I decided to leave her there and call my manager to inform her of the situation. After speaking with my manager, I was informed to tell the guest that there was nothing more I could do for her that day and that the person she needed to speak with from here on out was my manager. Before I could return to my station to give her that information, she left.  As a professional in a customer service industry, it is always my goal to insure that my guests are  happy with my services. It is my goal to maintain their services and to keep their hair in good condition.  It is my job to handle difficult situations and guests. I would like to say that I do this exceptionally well,  but unfortunately it was not possible in this situation. My team and I went above and beyond to correct  this experience but it was not possible. In hindsight, I feel there is nothing I could have done as aprofessional to correct this situation.  [redacted]