Juno Salon

Initial Business Response /* (1000, 8, 2015/07/31) */
At Juno Hair Salon, we have always strived to provide the best service and highest quality hair design to our clients, and have been very successful in doing so
In this case, we selected and scheduled *** as the best match for ***'s style,
although we have a full staff of certified stylists with many years behind the chair, and any one of those stylists could have been scheduled to work this set of clients
The Clients were 15-minutes lateI did talk to *** over the phone and then consulted with the stylists letting them know the clients were running behindGiven the circumstances we said that we would accommodate them as best as possible if they were there shortlyThe other two clients were charged an additional *** each because of the added braids that they requestedWhen the clients left they seemed flustered because of the time but nothing was said about their hair not being to their wishes
When they arrived, *** showed *** a picture of how she wanted her hair*** explained for the style that she wanted in the picture extensions would be necessary for volume and *** wanted to go back to the hotel for themShe arrived back at least minutes later with her extensionsAt this time minutes had passed *** the client was about minutes lateBy this time our stylist *** had to see her next appointment and the client was placed in ***'s chair*** had also communicated that if she left to retrieve the extensions she would have to sit with another stylist due to time constraints*** accepted that and proceeded to have the other stylist do the work, when she came back with her extensions
The stylist who was available to see *** *** is a highly trained professional with years of experience behind the chairThe extensions that were brought in by the client was purchased by the client and not the salonTherefore we cannot guarantee the quality of the productAlso the extensions used did not match the client's hair color, which made it difficult to properly place the extensions as they needed to be placed in a way that would blend with her natural hair color as well as give a more natural look*** had also stepped in at the end once she had a free moment to assist *** with the styleOnce the last piece was in place the client stated her satisfaction to both *** and ***, and paid for her service
The client has complained that the extensions did not last in her hair very longShe used extension product that she didn't purchase at our salon, and so we cannot guarantee the overall outcome and quality of the extensions themselves
*** *** states that I said I would refund her; she and I did talk, but told her that I had not been in due to surgery and once I was back in the salon I would review the situation and get back to *** ***After speaking to the staff about that day, it was determined that a refund would not be givenAs stated on our website "Services rendered cannot be refundHowever, we will always work to resolve issues if not satisfied"
As stated on our website, when a client makes an appointment with our salon you are reserving timeIf you feel you will not arrive on time, it is best to rescheduleGiven the circumstances of the appointment and the client's needs, our staff did what they could to accommodate *** ***We also have evidence of check in times on our appointment software to show what time she, and her party were checked in and outThe other two clients had been charged the additional *** each, as stated earlier, because of the additions they wanted to their style
The owner did do her best to reach out to *** ***, even by personal cell phone to try and resolve the issue in a timely fashion*** *** continually sent texts and phone calls to the owner's personal cell phone, as well as continually emailing and calling the salonWe took the initiative to contact our own attorney as we felt harassed by the client as she was interrupting business operations with her multiple calls and emailsWe notified the client to please discontinue contact as there was nothing further we could do, and any further contact would be turned over to our attorneyA few days after *** ***'s brother called the owner, and apologized for ***'s behavior and stated she is aggressive and can get "out of hand" at times
We take our client's satisfaction very seriously, and will always do our best to come to a resolution with a client who feels unsatisfied with their serviceWe have outstanding reviews and a reputation for putting our clients firstGiven the circumstances we felt a refund would not be given, as the stylist completed the style requested, and did so despite given time constraints caused by the customerJuno Salon staff did all they could to accommodate the clients on one of our busiest days of the week
*** *** also claimed that our facility was less than kemptThat's simply not true, and I believe was said out of frustration; I clean the salon, myself, to ensure it is to my high standards, and the stylists clean as they go between each and every appointment
I wish Mrs*** were 100% satisfied, and am sorry that we could not please her in this instance