Client uphappy with spray tan - what to do?

[karenrose]

Hiya

Every client that I spray tan I always tell them the aftercare and ask them to let me know the next day if there is any problems with it. Iv never had one complaint about any of my tans, and have clients who come back again and again!
Today I just recieved an email from a girl who I tanned on wednesday, along with a few of her family. She has said all of them are unhappy with their tan as it was all streaky and yesterday they spent the whole day trying to scrub it all off. And now they all want a refund. Of course if I go and look at their tans today, they will be a mess as they have all been scrubbing at it.
Am I right to say no to a refund as I didnt see the tan before they attacked it in the shower? I would of had no problem refunding if I seen the tan the day after and agreed it was streaky. But I didnt and she didnt let me know till today.
Thanks

 

[rachirv]

DONT give them the refund. you told them that if there was any problems the day after then they were to contact you, and they didnt so thats their fault. they should of got in contact as soon as they had washed the guide colour off. if it was me that had been given a streaky tan, i wouldnt of waited days. by the way im not saying that you did give them a streaky tan, lol, just saying that if there really was a problem with it, they wouldn't have left it so long to get in touch would they? dont let this knock your confidence x

 

[BlushBeauty1]

Iwouldnt give them a refund. They are obviously at it! If they were that annoyed they would have called you yesterday (not emailed). You could look at it the other way and give them their money back and hope they come back but to be honest they probably wont and would you really want their custom?

 

[kizzycat]

No way should you give them a refund! if someone give you a tan you were unhappy with, what would your first reaction be? ask for it to be put right or demand a refund! I would say to them that you are sorry they were unhappy with their tan but as it states clearly in your aftercare leaflet that if they are unhappy with their tans they should contact you next day so you can see what the problem could be. It seems a bit suss that every single member of their family was streaky? I would just say that as they did not contact you the next day so you could see what the problem was that unfortunately you will not be able to give them a refund but as a gesture of good will? offer them a discount off their next tan:lol:. If they have already (all?) been in the shower to scrub off then god knows the state of it.

 

[alysonp3]

I had a problem like this in may i did 5 girls for there prom, 2 tans turned out really well and they was pleased with it. The other 3 i wont be doing any treatments on them again. I asked all the girls if any of them were on medication before i started and 1 of them said yes she was on antibiotics so said the tan might not work anyway she still wanted it, got a call the next morning she wanted a refund coz the tan hadnt taken to arms and legs, didnt give for a refund. Another girl tan didnt take to her legs, she shaved her legs about 1hr before the tan (I found out after id done all the tans) she used a disposble razor, I phoned up my tan company and they said that could have caused the tan not take, so she didnt get a refund. And the last girls said she was really patchy and it hadnt taken to her arms and she wanted a refund, so I said I need to see the tan. There answer was she didnt have time to show me her tan for a couple of days. So agin no refund.
Some poeple have a real cheek

DONT GIVE THEM A REFUND.

 

[karenrose]

Thanks girls! I knew as soon as reading her email I wasnt going to give them a refund but just needed a few other opinions before replying to her!
If it did turn out streaky I would of had no problem giving a refund, providing I seen it for myself the day after the tan, and before them attacking it in the shower!
I do find it odd that all 5 of them have a problem with the tan though! I could understand 1 of them having a fault. And also bit weird she emails me when she has my number and could of called me!
Just going to figure out how to word the email reply back!

 

[ADiva1]

Thanks girls! I knew as soon as reading her email I wasnt going to give them a refund but just needed a few other opinions before replying to her!
If it did turn out streaky I would of had no problem giving a refund, providing I seen it for myself the day after the tan, and before them attacking it in the shower!
I do find it odd that all 5 of them have a problem with the tan though! I could understand 1 of them having a fault. And also bit weird she emails me when she has my number and could of called me!
Just going to figure out how to word the email reply back!

How did you get on? Did you get a response back?

 

[karenrose]

No reply hun! She will of read it and thought no point arguing as she wasnt going to get anywhere!
Just apologised for what had happened and said I done nothing different to any other tan so Im confussed as to how its happened to all of them. And that if she had called me yesterday, then I could of tried to rectify it but I wasnt given the chance and they went ahead and tried to take it all off themselves so on that basis I cant issue a refund.

 

[karenrose]

Recieved a reply this afternoon-
She said that all I could of done to try rectify it was to add more tan on and it would of made it look worse. But I wasnt even given the option of seeing it to acess how it looked, and if I did see it and seen I couldnt do anything about it I could of given a refund. But I wasnt informed about this till after they tried to scrub it all off.
And she has supposidly spoken to a Sienna X rep who has advised her to contact fingertips center and complain to them about what has happened.
Tried calling fingertips but no answer, must all be away home. What can fingertips do about this? I didnt train with Sienna X, I trained elsewhere and then converted over to them.

Unsure what to do now, I really dont want to have to give a refund as I didnt see the tan the day after or was even given a choice. She really should of contacted me as soon as possible

 

[kizzycat]

Karen I seriously wouldnt worry about it. I think she is yanking your chain to be honest. i mean, would you really go to that much trouble? I think she is just trying to get money out of you. stick to your guns.. You are in the right! she should have let you rectify that and by not even showing you the tan and then scrubbing it. is that not a bit like buying a skirt then saying it had a mark on which you tried to get out by washing out, but now you shrank the skirt. if you took it back to the shop would they still give you the money for the mark on the skirt if you already ruined it tryin to get the mark out? probably not which is the same as trying to disguise there so called streaks, they should have brought their bodies to you to show what they were unhappy with. They are just trying to get under your skin.........dont crack!. good luck though xx

 

[karenrose]

Thanks hun! After reading the stories on here I know not to give a refund!
Iv replied and apologised again and said I would of given a full refund had I been notified the day after and I got to see the tan and it was as bad as she said it was and nothing I could do to fix it. But as I wasnt given that chance theres nothing I can do now.
I will have to wait till monday to call fingertips again and see what they say about it. As someone has advised her to contact them. But I really dont see what they can or would do!

 

[chocolatepickle]

I would simply tell her, again, that regardless of whether or not you could have solved the problem you would have needed to see it for yourself in order to confirm there was a problem and that it was/was not your fault.
You were unable to see the outcome of her tan the day after, as advised if there was a problem, so you have no way of knowing what the problem was or who's fault it was. Therefore it is your policy that a refund can not be issued.
Then you can tell her that unfortunately she has been ill-advised by sienna x as the fingertips can not do anything to help her, they are an unrelated business to yourself and if she still feels there is an issue it is your insurance company she needs to contact.

Personally i think she's talking rubbish saying she's contacted them and is out for a bit of cash. if there was a problem any idiot would expect to be able to show proof.
If i wash a top for the first time following instructions and it has a hole in it when it comes out the washing machine, i then throw it in the bin because its obviously rubbish, do you think there is a shop in the world that will refund without seeing the top!!??
Of course not!

 

[chocolatepickle]

Karen I seriously wouldnt worry about it. I think she is yanking your chain to be honest. i mean, would you really go to that much trouble? I think she is just trying to get money out of you. stick to your guns.. You are in the right! she should have let you rectify that and by not even showing you the tan and then scrubbing it. is that not a bit like buying a skirt then saying it had a mark on which you tried to get out by washing out, but now you shrank the skirt. if you took it back to the shop would they still give you the money for the mark on the skirt if you already ruined it tryin to get the mark out? probably not which is the same as trying to disguise there so called streaks, they should have brought their bodies to you to show what they were unhappy with. They are just trying to get under your skin.........dont crack!. good luck though xx

lol i hadnt read this before i wrote my reply lol

 

[karenrose]

Yeah I agree! And everyone else who I have said about it they all agree that if they got their tan/nails etc done and next day there was a problem the first person they would call would be the person who done it! And I certainly wouldnt email I would be straight on the phone!
I do think they are just out to get me though as Iv never had a complaint before about streaking etc and then suddenly 5 girls on the 1 night all have the same problem! And wait 2 days to contact me!
I mentioned in my reply email that Fingertips were a distribution and training center and I highly doubt that there is anything that they can do about what has happened, as I am in no way related to them.

 

[angel fingers]

sounds to me like they wanted the tan for an occasion the next day and thought they could make their money back after the event was over.

i feel sure that the fingertips centre will see it from your perspective as a professional. and any way i fail to see what they could do other than not supply you again. no business would do that without proof though.

 

[karenrose]

I havnt bought sienna x through them either, always through sienna x direct!
will wait and see what happens!

 

[angel fingers]

I havnt bought sienna x through them either, always through sienna x direct!
will wait and see what happens!

well there we are then :lol:
try not to worry.:hug:

 

[Terese]

No refund -

and if you can bear just ring them and explain again. You will have the upper hand as you have called. Keep to the facts. I reliterate. It will be the end of it.

You are the Professional and you are acting in a Professional manner.

 

[tigi]

Stick to your guns hon. You stated to her that you would have been happy to help if she had given you the chance but you didnt get on, so on this occasion no refund.

I got a call from someone once, she had a tan done on the thursday and on the tues she rang me not happy, as she felt the tan hadnt been dark enough on her legs. I explained that ringing me 5 days later was too late. She dug her heels in, but so did I.

You have been reasonalbe and its just tough . she didnt give you a chance to sort it out, its too late now!

tigi

 

[karenrose]

Thanks for the replies!
Yes Im definatly sticking to no refund!
Out of interest if she ended up going to my insurance company I assume they would be on my side?
As in her first email she states they they tried to take it off themselves, and I did say I could of tried to fix it or refund if they let me know first.