Lords & Ladies Salon Reviews (%countItem)
Lords & Ladies Salon Rating
Address: 21 Ingot Drive, Blandon, Pennsylvania, United States, 19510
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I made a appointment for my spouses daughter to get a hair highlighted treatment for her birthday. I specifically requested high lights and cut. I was quoted a price of $145. The daughter had black hair and was wanting to lighten it to a dark blonde. I was told that would take several session of highlights. I agreed not to try to lighten the hair in one session. The appointment was at 2:00p.m. She arrived at 2:00 and I arrived at 3:00 to see the progress. At that time the hairstylist was still putting foil into her hair. I was concerned when I questioned the stylist about what she was doing with all the foil and what color they had picked. She was very vague but assured me that it would not be blonde. I asked how long this would take and she said a hour. I returned in a hour and she was still putting foil in her hair. Another hairdresser commented to her that she was doing it all wrong. After another hour of waiting and someone more experienced had come over and explained to her how to do the procedure they finally washed the color out. It was bright blonde at the roots and carmel streaks throughout. The blonde was very yellow at the roots and they decided without consulting with us about what to do. They then decided to dye it all light brown. It had highlights of green. We told them our displeasure. They then re-dyed it bright red!! I was there for 5 hours and wanted to pay for the service and was very displeased and they said $275. I said no way , I was quoted $140 and didn't like what they had done. they argued and I got the bill to $220 and she has to go back tomorrow to have a hair colorist specialist try to fix her hair. The manager was very rude and I had my 80 year old mother waiting in the car with me for 5 hours . All we wanted was highlights and a cut. The stylist said she consulted with my boyfriends daughter , but that never happened, as the changed the procedure on her own accord and the color technique while my daughter was in the chair because she thought she knew better .
To Whom It May Concern:
Thank you for writing in regards to this clients experience at our salons. We are so sorry that this client has been disappointed with the cost and time of the services received. Our number one goal is to exceed our clients' expectations and we take it very seriously when we fail to do so.
We would first like to apologize for the amount of time that the appointment required to achieve the desired results. When taking a client from a dark color to a lighter color it can take more time and money than a standard hi-lighting appointment and we strive to make this process as time and cost efficient as possible for our clients.
A consultation is a best practice and requirement before starting any service in our salons and a consultation did take place at the time of the appointment to go over the process and cost. Prior to a salon appointment we will provide an estimated price that the services will start at if requested over the phone by the client. The exact cost of any salon visit can not be firmly quoted until the service provider is able to meet with the client in person. We do record all of our phone calls for quality assurance purposes and on both incoming calls to our guest service team a firm price was never promised. We can provide the calls if required to do so.
The client did schedule for a second appointment at the time of their first visit to have adjustments made and it was noted that she was very happy and looking to return to our salon when she is back in town. It was also noted that the client was very apologetic in regards to the behavior of the family on 6/22/18. At the time of check out on 6/22/18 there was a conversation around the fact they were not willing to pay for the entire services rendered. In good faith to try to make the client happy & diffuse the dialogue of the client at the front desk, the desk employee did not charge the client for their haircut as well as a conditioning treatment that was received valued at $88. This gesture was our way to go above and beyond to show them we care and are willing to help satisfy their needs,
We do not feel as though a refund is warranted as we took the proper steps prior to this clients visit to make them aware of starting costs and time. After the client requested they left happy and wanting to return to our salons in the future. If we can provide any additional information regarding this visit please feel free to contact our salon.
Best regards,Lauren C. Operations Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I totally reject what they have written, My step daughter is not happy with the hair color , she hates it . Her hair is bright orange in the sunshine and she is still very unhappy.She will not return to Lords and Ladies in the future. To say that she was very happy when she left on the second try to repair her hair is a out right lie and to say she apologized for my behavior is another out right lie.We have had to spend more money to repair her hair at another salon.There was no consultation unless you think that when the lady working on her hair told her that she was not going to high light her hair, but lighten it told her that as she was in the chair was a consultation you are wrong again.
I stopped in and asked what they were doing and Zuly, the stylist couldn't even tell me what she was doing. This whole situation was a complete nightmare and you obviously don't care about your customers being happy or you wouldn't continue to make us very unhappy and not remedy the situation. I understand that lightening hair can take longer, but 5 hours is ridiculous. Also, the head stylist that was there told Zuly that she was doing it wrong right in front of us. I never complain about services , but this time the service was so awful that I feel I had to say something.
Regards
To Whom It May Concern:
We regret to learn that our response has been rejected. Our salons have been in business for over 30 years and we take pride in honesty and our commitment to making sure our clients are happy. It is unfortunate that additional money was spent to fix her hair. We have 2 extremely well enforced policy into place to make sure that we make any adjustments are made at the clients request. We find it unusual that the client who received the service is not the one who is modifying us that there is a problem. It leads us to believe that there may not be a concern with the client at all.
To state that we are not being truthful is an inaccurate statement and it upsetting. The client's mother did not attend the second appointment and the client receiving the service did not make it known that she was unhappy. We stand behind our work and always go above and beyond to make sure our clients are happy whenever we are made aware that we have fallen short. We have seven locations with many talented stylists who could have assisted to ensure the desired color was achieved if had she had a stronger comfort level with someone else. Had it beep voiced at the last appointment that the outcome was still not the desired look we would made every attempt to make sure she was happy before she left and/or have gladly invited the client back in for another appointment. Once again, the adjustments to ensure her satisfaction would have been at no additional cost to the client.
We again apologize for the extensive time spent for the appointment but this is not out of the norm when taking hair dark to light. The stylist noted that she did discuss the client's hair goals before starting and that it could take multiple visits. The client even expressed in the original message that she agreed and was aware it would take multiple visits. It can and in most cases will take multiple appointments and money to reach a lighter shade. On the recorded phone call there was no commitment to the time it would take or the cost of the appointment. Again we can also provide those phone calls. Since another salon has been chosen to make adjustments to the color we have lost the opportunity to make this right and are disappointed we are unable to do so.
Ultimately we want the client to be happy and hope that she is now satisfied with her hair since she bas chosen to go somewhere else.
Best regards,
Lauren C. Operations Manager