Im looking for advice from anyone who may know or may have been in the same situation.
My salon has 5 star reviews everywhere and we really really do pride ourselves on the work we do. However around 9 months ago, a regular(ish) client come in for a blow dry and then curls put in using corioliss irons. We do this service many many times, across the salon. Yet this lady emailed to say that she was unhappy and that her hair was burnt. I emailed back saying that if she come back in then we would have a look at it, and if needed do a deep clarifying shampoo incase she hadnt washed the hair spray out properly and get rid of any product build up, then put an intese treatment on it. She never replied and 2 weeks later sent a similar message, i replied with the same reply, for her not to worry and to pop back in. A few days later she posted a post publicly on her facebook asking for advice because a local salon had RUINED her hair. I dropped her another email saying im sorry to read that shes still upset but really needs to come in so we can have a look at her hair and do whats needed. She did only have it curled and no damage was noticible when she left. She emailed back saying she was going to have to have it cut into a bob and loose 5 inches. I was mortified and upset as i really really dont believe it would have caused that amount of damage. I emailed back saying im really sure it will not need that, and if it really is that bad we will give her a course of olaplex treatments.
She never come back, and a few days later she named and shamed the salon again with a selfie of her with 4 inches cut off saying she was heartbroken a salon could ruin her hair.
I was gutted she didnt come back and more gutted another salon just cut her hair off without trying any course of treatments.
A few months later she come in for hair extensions. was booked in with the extensionist and totally slagged off the other stylist. But we remained totally profesional. Anyway her card got decliened she was going to the bank to withdraw money and drop it back...to cut an extremly long story short she sent numerous emails saying she was so sorry and in financial problems would get the money to us asap . A couple of months passed and for the saftey of her hair we emailed asking her to pop in to have them removed as she still had an outstanding balance and her maintanace was due, if she couldnt afford this she would need a removal. She then emailed saying were not having the hair and shes taking it as compensation...something wed never agreed as we had never admitted fault and will not to this day as we never saw her hair state after she first complained.
ANYWAY...to this day shes still slagging my salon off occasionally, i find it really distressing. Today ive seen that shes just posted a picture off her memories from a year ago and captioned it 'miss my long hair cant believe a salon can ruin your hair this bad in one appointment fuming #twat'
Its really really getting me down. Just wondering if anyone knows if i could send her an email saying if the public posts carry on we will be taking legal action as we do not believe we are or were at fault. She also has an outstanding balance still.......
However i obviously dont want her to turn it around on us and say shes taking legal action against us!
Stuck on what to do and would really appriciate advice after this long rant! Thanks!
My salon has 5 star reviews everywhere and we really really do pride ourselves on the work we do. However around 9 months ago, a regular(ish) client come in for a blow dry and then curls put in using corioliss irons. We do this service many many times, across the salon. Yet this lady emailed to say that she was unhappy and that her hair was burnt. I emailed back saying that if she come back in then we would have a look at it, and if needed do a deep clarifying shampoo incase she hadnt washed the hair spray out properly and get rid of any product build up, then put an intese treatment on it. She never replied and 2 weeks later sent a similar message, i replied with the same reply, for her not to worry and to pop back in. A few days later she posted a post publicly on her facebook asking for advice because a local salon had RUINED her hair. I dropped her another email saying im sorry to read that shes still upset but really needs to come in so we can have a look at her hair and do whats needed. She did only have it curled and no damage was noticible when she left. She emailed back saying she was going to have to have it cut into a bob and loose 5 inches. I was mortified and upset as i really really dont believe it would have caused that amount of damage. I emailed back saying im really sure it will not need that, and if it really is that bad we will give her a course of olaplex treatments.
She never come back, and a few days later she named and shamed the salon again with a selfie of her with 4 inches cut off saying she was heartbroken a salon could ruin her hair.
I was gutted she didnt come back and more gutted another salon just cut her hair off without trying any course of treatments.
A few months later she come in for hair extensions. was booked in with the extensionist and totally slagged off the other stylist. But we remained totally profesional. Anyway her card got decliened she was going to the bank to withdraw money and drop it back...to cut an extremly long story short she sent numerous emails saying she was so sorry and in financial problems would get the money to us asap . A couple of months passed and for the saftey of her hair we emailed asking her to pop in to have them removed as she still had an outstanding balance and her maintanace was due, if she couldnt afford this she would need a removal. She then emailed saying were not having the hair and shes taking it as compensation...something wed never agreed as we had never admitted fault and will not to this day as we never saw her hair state after she first complained.
ANYWAY...to this day shes still slagging my salon off occasionally, i find it really distressing. Today ive seen that shes just posted a picture off her memories from a year ago and captioned it 'miss my long hair cant believe a salon can ruin your hair this bad in one appointment fuming #twat'
Its really really getting me down. Just wondering if anyone knows if i could send her an email saying if the public posts carry on we will be taking legal action as we do not believe we are or were at fault. She also has an outstanding balance still.......
However i obviously dont want her to turn it around on us and say shes taking legal action against us!
Stuck on what to do and would really appriciate advice after this long rant! Thanks!
thankfully it was only half an inch. i don't know how some heads of hair are more prone to these straighteners than others. do a little strand test on old extensions with the straighteners, i'm sure you will see the hair fry just as i did 
