Hair Gone Wild

I am rejecting this response because: The company is trying to justify their mistake by using a scripted answer. I was told my first choice was an option and no one ever said anything about color correction until after they messed up my hair. They are lying about the value of the travel size products.

Thank you for letting us know about your recent experience with us.  We would like to apologize  if our service did not meet your expectations and appreciate you taking time to share your concerns. Our goal is to provide a comfortable and satisfying experience to everyone that sits in our...

chair. We understand that not everyone realizes the difficulty hair color corrections can be, especially going from purple to blonde and brown.  We thought we did a thorough consultation with you upon starting the service.  We can see how frustrated you must have felt if you did not fully understand the process leaving you  under the impression that it took us three times to get you to your desired color.  This probably will help the situation understanding the process of color removal and the coloring process, The first process is a color removal process in which we use a color removal product by Pravana; a non-damaging product that can take several applications to remove the unwanted pigment, [redacted]. With your hair, it took two applications.  There are other ways to extract pigment, we chose a product with zero damage. The next process is toning the blonde and placing the brown hair color.    We used a demi hair color line with a 1.9 developer with this process.  This Demi color line has no ammonia therefore there is no compromising the hair’s integrity. We can see that if you did not understand the process how that affected your impression of our salon.   We truly hope this explanation helps. The travel sized shampoo, conditioner and mousse we gave you was from our SURFACE line, which has a retail value of $34.99, we know they were not regular  sized product, however, it was  a gift to you from us.   We hope you  enjoyed them,  [redacted]  Understanding that it was a long time being in our salon and that we did not judge the time accordingly, we provided you with dinner.  We apologize that we had to take a few previously booked clients while you were processing, we can see how this seemed unfair and apologize that we had to juggle some clients to accommodate everyone.  We hope that the dinner at least helped with this process and do want to insist that you are valued at our salon. We pride ourselves with customer satisfaction and booked you another appointment for the following Saturday to tone the hair again.  We are sorry that you did not feel comfortable coming back to us and that you went somewhere else to finish our work.  We would of loved that chance to make it right with you and finish our wok. Based on how you described the situation, we truly hope that giving our explanation helps with your view of our salon. Thank you again for reaching out to us, we have implemented a color correction form to give to our clients to ensure that they are fully aware of the process.Sincerely, Hair Gone Wild[redacted]

Review: Bad experience and filed a complaint with the state board. Originally coming into this Salon I had two choices for looks I was trying to achieve and I was assured by the Colorist that my first choice was an option and she was confident in moving forward. Long story short see my photos and you can see that my hair was a disaster. It wasn't until after the fact that the Colorist started back peddling and saying that it was hard to achieve the look in one session and sent me home looking very humiliated. She did offer to work on my hair a third time (she already tried to fix it by this time) and I refused. I was not confident that she would be able to fix the mess that she created. It wasn't just the color - it was also the pattern, very inconsistent and unprofessional looking. Salon Owner [redacted] denied me a refund and stated she stands by her colorist and the work performed as you can see below. I had to have some one else fix it and she was able to achieve the look no problem. Unfortunately my hair is damaged from having been processed so many times. The owner gave me some samples (travel size) Shampoo and Conditioner and they purchased a meal for me because I was set aside while she took another client. Everything described in the email was mentioned after the fact. (after they messed up my hair)Desired Settlement: I requested a refund due to having paid for some on else to fix my hair

Business

Response:

Thank you for letting us know about your recent experience with us. We would like to apologize if our service did not meet your expectations and appreciate you taking time to share your concerns. Our goal is to provide a comfortable and satisfying experience to everyone that sits in our chair. We understand that not everyone realizes the difficulty hair color corrections can be, especially going from purple to blonde and brown. We thought we did a thorough consultation with you upon starting the service. We can see how frustrated you must have felt if you did not fully understand the process leaving you under the impression that it took us three times to get you to your desired color. This probably will help the situation understanding the process of color removal and the coloring process, The first process is a color removal process in which we use a color removal product by Pravana; a non-damaging product that can take several applications to remove the unwanted pigment, [redacted]. With your hair, it took two applications. There are other ways to extract pigment, we chose a product with zero damage. The next process is toning the blonde and placing the brown hair color. We used a demi hair color line with a 1.9 developer with this process. This Demi color line has no ammonia therefore there is no compromising the hair’s integrity. We can see that if you did not understand the process how that affected your impression of our salon. We truly hope this explanation helps.