Xanadu Salon and Spa Reviews (%countItem)
Xanadu Salon and Spa Rating
Address: 3351 Sheridan Street, Hollywood, Florida, United States, 33021
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I purposely went into the salon to obtain a quote on getting my roots done. The lady at the front looked at my hair, checked her price list and quoted me $65.00. When I went to pay, I was charged $145.00!!!! The stylist James Jordan admitted to there being a mix-up in communication and advised he would give me free highlights in 3 months. I initially agreed, then realized I will not be here in 3 months (return to Canada), so I kindly asked him just to reimburse me the difference between what I was charged and quoted (80.00) and gave him my bank information. He advised me that the owner would have to deal with that. I never received the reimbursement, nor did I get a call back from the owner.
Product_Or_Service: hair color
Refund I would like to be refunded the 80.00. They should have been very transparent about all costs from the beginning. They admitted to error but have not reimbursed me.
The client asked for the price for a base color which is $65. When she met with the stylist, he looked at her hair and noticed she had highlights. He asked if she wanted full or partial highlights and she said partial instead of the base color. She also requested a haircut but did not want the ends cut off, only layers.She never asked the stylist for prices. The stylist gave her highlights as well as a haircut and the customer was pleased and tipped him nicely when paying her bill which was $100 for the partial highlights and $45 for the cut, with no blow dry. A few days later, the customer calls to complain. The stylist returned the call and explained the pricing. The customer claimed that she assumed the highlights were the same price as the base color and the cut was included in the cost of the highlights, even though she willingly paid the amount quoted at check out. The stylist explained he could not refund the services provided but he wanted the customer to be happy so he offered free partial highlights the next time she required the service. He stated she seemed happy with that offer which he texted to her. Then she texted him that she is returning to Canada and wants an $80 refund, $45 for the haircut she received and $35 for the difference between the highlights and the base color. While we pride ourselves on our customer service as well as our professional expertise, we cannot refund money for services provided in good faith. We are proud of the stylist's generous offer of a partial highlights in the future to make the client happy but we are confused by the client's assumption that a haircut is included with highlights.The customer was pleased with the stylist service, paid the bill as she left and tipped him well and we see no reason for a refund.
Suzette ***
3:20 PM (28 minutes ago)
to me
Reply,
Hello,
I am NOT satisfied with their response. They clearly told me at the front that it would cost $65.00 to do my roots. The stylist did say he would do highlights to cover my roots. I do not know the terminology (highlights versus whatever they were offering for 65.00). When he said he'd do highlights, he failed to tell me the cost would be much more. He also failed to tell me a few snips (hair was already cut...not new cut!!! Literally only trim of maybe 4-5 snips. NOT A 45.00 cut by any means! Specifically said not to touch rest or length). I did pay and tipped without saying anything because I did not want to make a scene (ladies sitting behind on a bench). Quite frankly, I was in shock when I went to pay but again, did not want to make a scene or embarrass anyone. He did an excellent job With Color but should have consulted further and specifically about prices, ESPECIALLY because I went in and ASKED. He was standing beside the clerk at the front when I first asked (and she checked her price list). I cannot afford to pay those prices (Graduate student) and if I had of known, would have gone to somewhere cheaper. Please advise if any action I can take.
Regards
It is a customer's responsibility to ask for prices. You indicated you asked the price for roots which is $65 but agreed to highlights which is priced at $100. You were given the price for roots because that is what you requested.
You also requested a haircut. Whether we cut layers or length, it's a haircut. And we believe it was your responsibility to ask for the price which is $45.
However, we also believe in compromise. You asked for the cost to cover your roots which was $65 and you ended up with the highlights which is $100. We are willing to offer you a $35 credit for that service.
In terms of the stylist's generous offer to redo your highlights for free the next time you came; that was not an admission of responsibility on his part. That was just the response of a really good stylist who really likes his clients to be happy. You were obviously happy when you tipped him for his service.
At this point, that offer of free highlights will no longer be honored. But we will refund $35 as a good faith gesture. Please call the salon and ask to speak to the owner to process the refund.
we feel our offer of $35 is fair and the salon would be taking the loss.
Offering a full refund of $80 when the services were actually provided would involve money coming from the stylist as well. How unfair that would be for someone who gave you the services you requested and enjoyed.
Considering the cost of filing in small claims, it seems excessive. Our suggestion is to call the salon within the week and speak to *** the owner. Perhaps a direct conversation will be beneficial. We are leaving it up to you.