Town & Country Salon, Inc.

I have been out of town and this is the first I have had to respond to Ms. [redacted]'s letter.First: Our fashion shades are never guaranteed to stay in the hair, Ms [redacted] was told that before the service was done by her daughters stylist.  She insisted she wan ted the pink in her hair for a...

family wedd ing. After it did not stay in, even though I t was against company policy to re-do a fashion shade that is notguara teed to stay in, 6 days later the salon manager permitted a stylist to redo the service at no cost to her.  She decided to instead get purple in the daughters hair for the family wedding. Not only did she change her mind and proceed with a different color that again was told would not stay I n the hair, Ms. [redacted] is complaing that shade that did not stay. Typically fashion shades only stay in the hair if you do not wash the hair, the type of color that it is is temporary. It will come out of the hair if it is only wet in the shower, tub, pool etc.....We did explain that to Ms. [redacted] andagain this type of service is not guaranteed, so she is not eligible to gain her money back.  I feel the second service really should have been paid for, $65 in free services, and she received it complimentary.Also, she had been in the salon several times herself before she complained on June 27th to the salon manager.  Ms. [redacted] also told her stylist her daughter liked her color both times and so did the childs father

Review: My 10 year old daughter went in for a fashion color (pink) to be added to the ends of her hair. We were originally advised the color (the very pricey color) would last around 6 weeks. One week later, the majority of the pink was gone. They offered to re-do the color and at the same time talked us into a lavender color, stating it would last longer. The lavender they showed us turned out a barney purple – a color I hated. But in addition, it also came out in just under two weeks. After several emails, a tweet, a FB message and a FB public post and no response (what TERRIBLE customer service to not even respond), I went in and asked what they could do. The reply was that there was nothing they could do as they had already given me one free treatment – yes, a treatment that also washed out with THEIR recommended color treated shampoo (also an additional cost). They actually had the unmitigated gall to say “you probably took your daughter in the pool” WHAT?!? We had her hair done specifically for a wedding. We had not gone in the pool even ONCE in the three weeks when BOTH colors came out. Then they tried to tell us they never told us it would last six weeks. I would NOT have paid the money I did if they told me it would last a week or two - I would have gone to a pharmacy and gotten an over the counter color for much less!Desired Settlement: I want my money back

Business

Response:

I have been out of town and this is the first I have had to respond to Ms. [redacted]'s letter.First: Our fashion shades are never guaranteed to stay in the hair, Ms [redacted] was told that before the service was done by her daughters stylist. She insisted she wan ted the pink in her hair for a family wedd ing. After it did not stay in, even though I t was against company policy to re-do a fashion shade that is notguara teed to stay in, 6 days later the salon manager permitted a stylist to redo the service at no cost to her. She decided to instead get purple in the daughters hair for the family wedding. Not only did she change her mind and proceed with a different color that again was told would not stay I n the hair, Ms. [redacted] is complaing that shade that did not stay. Typically fashion shades only stay in the hair if you do not wash the hair, the type of color that it is is temporary. It will come out of the hair if it is only wet in the shower, tub, pool etc.....We did explain that to Ms. [redacted] andagain this type of service is not guaranteed, so she is not eligible to gain her money back. I feel the second service really should have been paid for, $65 in free services, and she received it complimentary.Also, she had been in the salon several times herself before she complained on June 27th to the salon manager. Ms. [redacted] also told her stylist her daughter liked her color both times and so did the childs father