Elixir Hair Studio

In response to the concern raised by the Complainant (here in “Customer”), we are deeply disappointed this issue has been escalated to this point as we had sincerely tried to resolve this with the Customer The following is a summary of the event that led to the complaint and the actions we took to resolve it On August 3, a friend of the Customer contacted our Salon Coordinator via text message asking if we had any openings the following day to do a colour and trim We advised her that we had an opening at or At that point we were asked to book an appointment for her friend at 10:on August We replied yes and asked what she wanted doneWe were advised, through the friend, that the Customer wanted rose gold hair colour and that her hair was currently blonde at the root and platinum on the bottom We were then asked “how much would it be roughly?” We replied saying that if it’s just a tone the cost would be about $otherwise it would be $115ish for the roots and color The friend replied that the Customer wanted her roots done so that her hair would be all rose goldAt no time did the Customer contact our salon to discuss her hair needs or get further information about the appointmentWhen the Customer arrived at the salon we were surprised to see that her hair was not at all as described, but was green/blue The stylist thoroughly explained to the Customer what needed to be done in order to get the green/blue out and to get her desired colour of rose gold Unfortunately, the stylist did not inform the Customer of the additional time and cost involved for transforming her hair colourAt the final rinse stage of the colour change the Customer was asked if she wanted an [redacted] hair treatment for a cost of $20, which she approved The stylist also explained to the Customer the colour was darker than what she was hoping for, but it would wash out after a couple of shampoos to give her the colour she wantedAs for the haircut we were originally advised, through the friend’s text messages, that the Customer wanted a trim, which was not included in the estimate provided Following the colour change the Customer requested a full cut The stylist explained what would be needed to accomplish the look she desired The client agreed and the stylist proceeded to cut her hairWhen the cut and blow out was complete the Customer was asked if there was anything else and she replied “No this is awesome, thank you”The stylist reiterated that the colour was darker than she had hoped and it would lighten up with a few shampoos The Customer said “That is fineI want it to last me” The Customer then asked if the stylist could make her a custom conditioner The stylist made it for her When the Customer paid for the service and product she showed no concern over the cost The cost breakdown was as follows: · Colour: $· Cut: $ · Custom Conditioner: $ · [redacted] Treament: $ · Environmental Fee $ · Tip: $ · GST: $ · Total: $On August 6, we were surprised to receive the complaint from the Customer saying she was unhappy with her service and costShe indicated her hair was very choppy and she had to wash it several times to fade the colour Shampooing her hair to fade the colour should not have been a shock as we had discussed it with her twice during her service We immediately responded and indicated we would fix her hair cut complementary She was not happy with our response and we apologized again and offered an additional $credit toward any service as well as have our senior stylist fix her haircut (a value of $70)The total compensation value was $ The client responded saying she had already gotten her hair fixed and would take another hair conditioner We politely replied that the credit could only be applied to a service She refused the complementary haircut and $service creditIt is truly unfortunate this event occurred as we sincerely tried to resolve the concern Rather than work with us to resolve her concern, the Customer began making derogatory and inflammatory comments about the salon and stylist on social mediaHer initiating statement was: “ [redacted] This is what $gets you at Elixir Hair Studio in StAlbert Was quoted $for a cut and colourOffered me a complimentary haircut after they f’d up the first oneWho pays that for their hair?!?! Decided to post this after a joke offer of compensationBuyer beware!” This statement resulted in a number of inaccurate comments and poor ratings from her social media friends, none of which have ever been to the salonAgain, we are very disappointed this has been escalated to this point, but as mentioned earlier we sincerely tried to work with the Customer to resolve her concern in a polite and professional mannerUnfortunately, once she began campaigning to negatively impact the salon and stylist through social media, we elected to cease discussions with herWe believe the compensation offered was fair and reasonable, and we will stand by our original offer even though: · The Customer did not contact us to get a quote, but rather obtain a rough estimate through a friend · We were misled by the Customer, through her friend, regarding the condition of her hair and the services to be provided · The Customer did not raise any concerns during the entire service and even indicated she liked the results “No, this is awesome, thank you”· The Customer has negatively impacted the salon’s good reputation through social media and encouraged her social media friends, who have never been to the salon, to do the sameIf you require additional details or evidence, we will provide copies of the text messages showing the rough estimate provided to the Customer’s friend, written statements for the staff who had interaction with the Customer, e-mails between the salon and the Customer trying to resolve the issue, all the social media comments made by the Customer and her social media friends and the negative reviews and comments posted on our company Facebook page, which includes but are not limited to stating we have unethical business practices and terrible serviceThese are very offensive comments as we strive to provide excellent customer service and conduct our business in a highly ethical and professional mannerThank for giving us an opportunity to respond to this complaint

Complaint: ***
I am rejecting this response because:I feel Elixir's response is not accurateThe quote for $was for a cut and colourWhen I came in at 10am and she had seen my hair and described the process, not at one time during the appointment did she state there would be any extra costs, including the Olaplex they stated they informed me of the price, untrueI have gone into a different StAlbert salon with my hair in the same state, asking for the same hair I asked Elixir for, was charged $180, tax and tip included and had superior resultsAt Elixir my hair was done by a protege (apprentice) which is why I was told was at a much cheaper rateAs for saying something while I was their, I thought I was paying $plus conditioner, tax and tip and for that cost I would have been understanding of the mistakes and flawsI was not unhappy with a sub par hair cut and colour until I got to the tillAt this point the apprentice stylist was gone and I was left only with the receptionistI am not a person who likes confrontation especially with an audienceI find it embarrassingI did not realize how uneven and choppy the cut was until I got home as the apprentice without my request curled my hair which hid the uneven endsWhen they offered a complimentary cut, which I felt was not complimentary as I had already payed for a cut they had messed up, I declined as I do not trust Elixir cutting my hairAs for the $credit towards future service, I told them even with the credit I cannot afford their prices that I am aware of after the factAfter several emails back and forth and no offer of fair compensation, like some part of a refund , I did post on social media, including a picture of my hair and a conditioner bottle 2/fullI do not want any of my friends or family to be blindsided by Elixir hair like I wasBefore sharing on social media I had given them the opportunity to right the wrong fairly to no availI should have been made aware of the cost at the beginning so I had the opportunity to to refuse the service like many other businesses doI was also not told the approximate length of the appointment which took twice as long as expectedIf Elixir is upset that they revived a negative review on social media, it was them who made it negativeI am upset it had to go to these lengths as well *** * ** * *** *** *** *** *** *** *** *** ** *** ** *** ***
Sincerely,
*** ***

In response to the concern raised by the Complainant (here in “Customer”), we are deeply disappointed this issue has been escalated to this point as we had sincerely tried to resolve this with the Customer.   The following is a summary of the event that led to the complaint and the actions we...

took to resolve it.  On August 3, a friend of the Customer contacted our Salon Coordinator via text message asking if we had any openings the following day to do a colour and trim.  We advised her that we had an opening at 10 or 11.  At that point we were asked to book an appointment for her friend at 10:00 on August 4.  We replied yes and asked what she wanted done. We were advised, through the friend, that the Customer wanted rose gold hair colour and that her hair was currently blonde at the root and platinum on the bottom.  We were then asked “how much would it be roughly?” We replied saying that if it’s just a tone the cost would be about $50 otherwise it would be $115ish for the roots and color.  The friend replied that the Customer wanted her roots done so that her hair would be all rose gold. At no time did the Customer contact our salon to discuss her hair needs or get further information about the appointment. When the Customer arrived at the salon we were surprised to see that her hair was not at all as described, but was green/blue.  The stylist thoroughly explained to the Customer what needed to be done in order to get the green/blue out and to get her desired colour of rose gold.  Unfortunately, the stylist did not inform the Customer of the additional time and cost involved for transforming her hair colour. At the final rinse stage of the colour change the Customer was asked if she wanted an [redacted] hair treatment for a cost of $20, which she approved.  The stylist also explained to the Customer the colour was darker than what she was hoping for, but it would wash out after a couple of shampoos to give her the colour she wanted. As for the haircut we were originally advised, through the friend’s text messages, that the Customer wanted a trim, which was not included in the estimate provided.  Following the colour change the Customer requested a full cut.  The stylist explained what would be needed to accomplish the look she desired.  The client agreed and the stylist proceeded to cut her hair. When the cut and blow out was complete the Customer was asked if there was anything else and she replied “No this is awesome, thank you”. The stylist reiterated that the colour was darker than she had hoped and it would lighten up with a few shampoos.  The Customer said “That is fine. I want it to last me”.  The Customer then asked if the stylist could make her a custom conditioner.  The stylist made it for her.  When the Customer paid for the service and product she showed no concern over the cost.  The cost breakdown was as follows: ·         Colour:                                 $280.00 ·         Cut:                                     $  45.00 ·         Custom Conditioner:              $  50.00 ·         [redacted] Treament:            $  20.00 ·         Environmental Fee          $    2.50 ·         Tip:                                      $  30.00 ·         GST:                                     $  19.88 ·         Total:                                    $427.38 On August 6, we were surprised to receive the complaint from the Customer saying she was unhappy with her service and cost. She indicated her hair was very choppy and she had to wash it several times to fade the colour.  Shampooing her hair to fade the colour should not have been a shock as we had discussed it with her twice during her service.  We immediately responded and indicated we would fix her hair cut complementary.  She was not happy with our response and we apologized again and offered an additional $50 credit toward any service as well as have our senior stylist fix her haircut (a value of $70). The total compensation value was $120.  The client responded saying she had already gotten her hair fixed and would take another hair conditioner.  We politely replied that the credit could only be applied to a service.  She refused the complementary haircut and $50 service credit. It is truly unfortunate this event occurred as we sincerely tried to resolve the concern.  Rather than work with us to resolve her concern, the Customer began making derogatory and inflammatory comments about the salon and stylist on social media. Her initiating statement was: “[redacted] This is what $447 gets you at Elixir Hair Studio in St. Albert.  Was quoted $115 for a cut and colour. Offered me a complimentary haircut after they f’d up the first one. Who pays that for their hair?!?! Decided to post this after a joke offer of compensation. Buyer beware!”.  This statement resulted in a number of inaccurate comments and poor ratings from her social media friends, none of which have ever been to the salon. Again, we are very disappointed this has been escalated to this point, but as mentioned earlier we sincerely tried to work with the Customer to resolve her concern in a polite and professional manner. Unfortunately, once she began campaigning to negatively impact the salon and stylist through social media, we elected to cease discussions with her. We believe the compensation offered was fair and reasonable, and we will stand by our original offer even though: ·         The Customer did not contact us to get a quote, but rather obtain a rough estimate through a friend ·         We were misled by the Customer, through her friend, regarding the condition of her hair and the services to be provided ·         The Customer did not raise any concerns during the entire service and even indicated she liked the results “No, this is awesome, thank you”. ·         The Customer has negatively impacted the salon’s good reputation through social media and encouraged her social media friends, who have never been to the salon, to do the same. If you require additional details or evidence, we will provide copies of the text messages showing the rough estimate provided to the Customer’s friend, written statements for the staff who had interaction with the Customer, e-mails between the salon and the Customer trying to resolve the issue, all the social media comments made by the Customer and her social media friends and the negative reviews and comments posted on our company Facebook page, which includes but are not limited to stating we have unethical business practices and terrible service. These are very offensive comments as we strive to provide excellent customer service and conduct our business in a highly ethical and professional manner. Thank for giving us an opportunity to respond to this complaint.