Avenue 42 Style Studio

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Avenue Style Studio regarding complaint ID
***
Regards,
*** ***

Dear Revdex.com:[redacted] came to the salon for a color serve on 2/6/18.  Our first message from her was a week later, on 2/13/18.  She left a message at the salon for a manager to call her back. I have attached the screenshot of our manager calling her back.  Heather, our manager,...

listened to the situation.  [redacted] said her hair color had washed out and did not look like the inspiration photo provided to our stylist.  Heather asked her to send photos of her hair, which she did.  Upon receipt of those photos, Heather invited Ms. [redacted] to come back into the salon and we would gladly evaluate what had occurred and rectify the situation at no cost to her.  Instead of speaking further to us at the salon, she went to [redacted] and posted a very damaging message about her experience here; I've also included portions of the thread where her friends are rallying to rate us one star on our [redacted] business page, out of pure spite and hatred, not actual client feedback.  Because of her post, 60 people rated my business 1 star who had never even been clients here.  Our manager, Heather, continued to offer to fix Ms. [redacted]'s hair, even offering to come in herself on her day off or after hours to accommodate Ms. [redacted]'s schedule.  She did not even respond to Heather's request until February 21 where she insisted on a refund.  It is the policy of the business to not issue a refund on a hair service unless we can actually see the client's hair.  The photos Ms. [redacted] sent us were cropped and edited.  We agreed it didn't look right, but we needed an opportunity to evaluate what had happened.  We offered to give Ms. [redacted] a refund if she would come in to the salon, which she vehemently declined.  At this point, I took over as the owner of the business.  I told Ms. [redacted] I was no longer interested in issuing her a refund because she was not cooperating with our numerous attempts to address her issue.  She caused a great deal of damage to us with her hateful social media posts; at one point her friends began harassing and bullying anyone on our reviews page who had ever rated us five stars.  This situation was an absolute nightmare; my manager and I were being cyberbullied day and night.  My final communication with Ms. [redacted] was when I requested she speak to my attorney.  I asked my attorney to try to come to an agreement with Ms. [redacted] about this matter.  She sent him one email which said "Do you represent Avenue 42?  He responded with "Yes, how can I help you?" and she never communicated with him again.  Instead, she went on [redacted] yet again and wrote another defamatory statement this time accusing us of threatening to sue her.  This post was shared by her friends over 50 times and started another round of cyberbullying.  We maintain we are still willing to correct the problem Ms. [redacted] had with her service, despite seven weeks having passed at this point.  It appear Ms. [redacted] has enough energy and time to wage an online attack against us, but can't come to the salon to let us see her hair, fix it, or even to pick up a refund check.  Thank you for your time and attention in this matter.  We wish Ms. [redacted] nothing but the best, but attacking a business on [redacted] is not an appropriate way to negotiate a refund.   -- Natalie G[redacted]Owner, Pro Makeup Artist

Thank you so much for your assistance in this matter. I am attaching the original response from Natalie G[redacted] (the owner) to [redacted] regarding the Google Review she had left for our business. Please let me know if this can resolve our case. Thank you!Response from the ownera month agoHi, [redacted]. I’m so shocked to read this review. I could tell you were upset yesterday and I spent over one hour with you, taking multiple photos in different light. You asked for heavy, dramatic makeup. Your exact words were that you “did NOT want anything natural.” I thought your attitude toward me was because you called the morning of your appointment and wanted to cancel. Our team reminded you of the cancellation policy which protects our schedules; October Saturdays are our busiest days, and you were booked for a three hour block of time with two artists. You were extremely rude to our coordinator and said you would never be back. We provide a quality service and have an excellent reputation. I am truly sorry you were upset, I honestly felt like we weren’t a good fit but wanted to try everything possible to make you happy. It just seemed like nothing I could say or do was helping and you were huffing and puffing. Since we had another wedding party in the salon at the time, I was trying to be quiet and respectful, asking questions softly when you were loud and rude. When you asked about the products I was using, I felt like you were interrogating me, but I kindly responded. You even smiled and nodded when you recognized many of the luxury/professional products I used. [redacted], I truly wish you the best; I will examine my professional practices, but I was in no way nasty to you. It’s heart breaking to think you could have gotten that vibe. If you’d like to discuss this further, please contact me at [redacted]