SkinDoll
Well-Known Member
Hi guys, wondering if anyone's experienced a similar situation that could shed some light on it for me!
So I had a girl in for ombré with a root touch up on Saturday, new client to the salon who'd come in for a full consultation previously. Skin test was fine, strand test lifted well and without breakage, client seemed very happy with our colour decisions for both roots and ends, and very accepting of the fact that I couldn't perfectly match box colour and cannot achieve a platinum blonde ombré in one lift after home colouring for a long time. She then continued to send lots of pictures for her end aim result in the days leading up to the service.
Saturday comes around, client comes in, is cut & coloured, pays & leaves. She then barrages the salon with calls and Facebook messages on Monday and Tuesday, stating that she's not happy with it, listing a lot of various issues that she has with it. She's not happy that her roots don't match (which I am kicking myself for matching her ends rather than her mid-band), uneven cut, not enough feathering, ombré not how the photoshopped picture looked etc etc.
She's threatening small claims court, and wants a refund, and is leaving me voicemails on my personal phone (as I called her on my day off on Monday). [emoji31]
She's not mentioned scalp or hair damage, which is a saving grace with regards to the claims court from what I've read. I've offered to look at it and correct any issues, another stylist has offered to correct it, and we're considering a refund just to get her out. She's turned down the first two options now (after making and cancelling two corrective appointments) and is refusing to come into the salon to collect the refund or allow any of the staff to evaluate her hair, she wants to send her boyfriend in to collect it! The refund in my opinion, is not an issue, though I don't want to admit liability (as the issues are SO easy to correct) main concern is social media slandering, as we all know these days that bending over backwards for a client is not necessarily the be all and end all with regards to court cases and bad reviews.
Can anyone give me any advice on where to go from here? Sorry if my message is jumbled, I'm a little shook up as I've never experienced anything like this before. I have pictures from both me and her, but would prefer to send via message rather than put it out there.
So I had a girl in for ombré with a root touch up on Saturday, new client to the salon who'd come in for a full consultation previously. Skin test was fine, strand test lifted well and without breakage, client seemed very happy with our colour decisions for both roots and ends, and very accepting of the fact that I couldn't perfectly match box colour and cannot achieve a platinum blonde ombré in one lift after home colouring for a long time. She then continued to send lots of pictures for her end aim result in the days leading up to the service.
Saturday comes around, client comes in, is cut & coloured, pays & leaves. She then barrages the salon with calls and Facebook messages on Monday and Tuesday, stating that she's not happy with it, listing a lot of various issues that she has with it. She's not happy that her roots don't match (which I am kicking myself for matching her ends rather than her mid-band), uneven cut, not enough feathering, ombré not how the photoshopped picture looked etc etc.
She's threatening small claims court, and wants a refund, and is leaving me voicemails on my personal phone (as I called her on my day off on Monday). [emoji31]
She's not mentioned scalp or hair damage, which is a saving grace with regards to the claims court from what I've read. I've offered to look at it and correct any issues, another stylist has offered to correct it, and we're considering a refund just to get her out. She's turned down the first two options now (after making and cancelling two corrective appointments) and is refusing to come into the salon to collect the refund or allow any of the staff to evaluate her hair, she wants to send her boyfriend in to collect it! The refund in my opinion, is not an issue, though I don't want to admit liability (as the issues are SO easy to correct) main concern is social media slandering, as we all know these days that bending over backwards for a client is not necessarily the be all and end all with regards to court cases and bad reviews.
Can anyone give me any advice on where to go from here? Sorry if my message is jumbled, I'm a little shook up as I've never experienced anything like this before. I have pictures from both me and her, but would prefer to send via message rather than put it out there.