AZNA Salon

Date: Wed, Feb 5, 2020 at 8:41 PMSubject: Complaint IDTo: <***@myRevdex.com.org>Hey ***,Apologies for the delay. This email is the best point of contact. We have other emails for the shop and you may have sent your initial email to one of those accounts. Please see my response to ***'s complaint below. I would like to add, if the client did not threaten or try to extort us, we would have gladly issued her a refund. Thank you,Victoria TOur salon is in the service industry, and we understand clients may not always be satisfied with the services provided. Your look is important to you, and there are times that what the client envisions is different than what the stylist perceived you were trying to communicate. This is not one of those cases. In fact, in our 30 years of being in business (with a name change a few years ago), we have never encountered such a toxic situation such as this one with any of the thousands of clients that have been serviced.*** was a new client to the salon. She wanted a haircut. Very simple, and not as tough as color clients where there is potentially more room for error. The client came in and her stylist was backed up (this is an appointment based salon, so if the client before her is late, then the whole day shifts pushing all clients back). To make up for her wait, she was given a FREE deep conditioning service ($45 charge). The client was grateful for this. The client then has her appointment with the stylist and micromanaged the entire interaction. She stated at the end she felt her hair was uneven, and the stylist worked with her to address her concerns. The client paid the service in full, tipped, and left. An hour later, the client stated she felt her hair was still uneven. The stylist said, please come back and we will address your concerns. The client then comes back and is prioritized over the existing/other appointments in that time slot. The stylist worked closely with her (again) to address her concerns. To make sure the concern was properly addressed this time, the stylist consulted other stylists for feedback, the stylists consulted the client, AND the clients husband. The client's husband even asked her if she was satisfied before they left the salon, in which she answered “yes.” The client HUGGED the stylist and smiled, thanking her for addressing her concerns. Never once did she request a refund. The stylist said, if you have any concerns again especially after washing your hair, then let me know and you are welcome to come back at no charge to address the issue (for the third time). I will add, this statement was to ensure the customer was satisfied because your hair cut doesn’t magically become uneven after a wash. This was to give the customer confidence in our efforts to work with her. It seems the client used that statement as ammunition. Three days LATER, the client calls the salon and complains and threatens the salon for a refund or else she will “destroy us and leave a bad review.” This surprised us all considering the way the client left with hugs and smiles the day of the service. She knew she was welcomed back if she had additional concerns, but instead she chose to blackmail us. We stood up for ourselves and said we would not succumb to this type of blackmail and extortion, and she can go ahead and leave us a bad review (the only bad review on all our platforms - ***, *** and ***). She left the review, like she threatened she would. We will be reporting this client to *** due to her attempt at extortion. During the service, the client made multiple comments about not having that much money. This is what I believe is the motivating factor for the refund request. I will also add, I searched this client after her review (you can see her yelp reviews from her account) and my search has proven that she has used her account predominantly to threaten and intimidate businesses. I can only imagine how many businesses she has successfully extorted, therefore not leaving more bad reviews. We knew we would take an indefinite/permanent hit with this review, but our values/morals will not fold to extortion, ever. The client has taken multiple predatory actions including filing a dispute of the service with her bank requesting a refund of both the tip and service (why tip if your experience was “that” horrible?), she has left a negative review strategically leaving out an accurate detailed account of the situation on yelp, she has threatened to destroy the business if she does not get a refund and now she has filed a complaint with Revdex.com.