Midtown Discount Tire

Response to Complaint filed by [redacted]We had a female customer come into our salon and ask for a haircut. She was having her hair cut by our stylist [redacted]. There was a picture shown. The customer only wanted to trim the length but add more layers starting at the chin. [redacted] cut her hair wet and...

it had a different texture then the picture and the customer thought too much was being cut and asked her to stop. When the customer left she wasn't sure it was what she wanted but [redacted] suggested she should go home and straighten it with the flat iron to see if she liked it. The customer later returned to the salon and was very unhappy. After she had straightened it she noticed it was very choppy and she thought it looked like a mushroom on her head.  I am the  manager, my name is [redacted], and I spoke with the customer.  I talked about what I could do to improve the look of the haircut and informed the customer that it would need to be shortened above her shoulders to make it look more blended. The customer's hair was 2 inches below her shoulders so she was not happy to lose the length, which she wanted to keep, but she agreed to let me do it to make it look better. The customer was happy with how I made her hair look better but she was upset with losing the length so I refunded the money for the haircut and the tip she gave the stylist. I also gave her two cards for free haircuts that she could redeem in the future so I can help get her hair back to the cut and style she would want. The general manager also spoke with the customer and apologized for what had happened and explained that we would talk with the stylist to find out what happened. After I talked with [redacted] we feel part of the issue was [redacted] not recognizing the texture of the hair was different so the haircut needed to be modified for the customers texture. We did a documentation on [redacted] and explained that she would need to agree to more training to remain with our company. [redacted] agreed to get more training. I also talked to [redacted] about how to determine the type of hair and texture so she is better able to give a proper consultation.  I have tried everything I can to help the customer by fixing the cut, refunding her money, and offering her two free hair cuts. I am sorry she is still unhappy. it is past the 7 day response period and for that I apologize, however with school starting we have been very busy in our salon.-- [redacted] [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]