greatlengths
Well-Known Member
Hello geeks,
Mid October I fitted a full head of fusion bonds (supplier glamorous lengths) to a client she loves quite a while away and explained that I would charge £15 for travel costs (return train fare) each time I visit. She loved them at first and she looked amazing with them in! In December I receive the following text...
"Lucy I'm sorry but you're going to have to make an emergency trip over here to sort my extensions now. I've been brushing regularly leaving conditioner in using serum and they are matted as hell to the point where it is just one big knot. I had to cut some earlier coz it was so tangled up and my brush got stuck. I think I want them taken out as I didn't expect this to happen at all"
I explained that she mustn't panic and went through all the aftercare before making my way over to her (lives about 30 minutes away) I also explained that a maintenance app is long overdue and erdged her to book.
The maintenance app was approaching and out of courtesy I text her to confirm to which she explains that she can't afford the travel costs (just before Xmas) I explained that I can't come up with out it due to it being before Xmas so I welcomed her to mine (to which she dismissed) we then arranged an app for the new year.
I then receive the following text.
"Lucy I'm sorry to do this but I am so angry. My extensions are horrendous. They Matt continuously even when dry and brushed. I constantly brush and put serum and leave in conditioner in yet they are still a mess. I am also extremely annoyed with the additional £15 you asked for 2 days before u were due to come and do the maintenance. Why didn't u tell me that at the time?? Surely u should tell ppl that up front. The extensions have slipped dramatically and I now fully regret having them done. I've seen a professional and been told they should not be like this at all after such a short period of time. I spent £205 getting these done and wish I never had. I would like some sort of refund please as I now having to consider having them taken out. I am so upset and angry and this is not at all what I expected. Worse still when I asked u to help and come and do a maintenance appt u ignored me!! I take from that that u don't want the business!! Please contact me ASAP to arrange refund "
I replied...
"Hi Carly, I'm a little confused at this as I have many clients with hair from the same supplier who have had them in a lot longer than yours and have not had such horrendous issues. Even natural hair will nott and become dry when it is 18 inches long which is why I stress that the correct daily aftercare is followed. I am deeply sorry that this has happened and that you feel as though you wish you had never had them as I think they looked amazing on you. It may seem as though I have ignored you with your last text unanswered but with a full time job and small child I don't always have time to check my phone however I do accept that that was my fault. Of course I am happy to come see you for maintenance but it does cost me over £15 on a train up to you and back which I did ask for when we set up the consultation previously. Would you mind taking pictures of the hair so that I can take up this issue with the supplier? If you really feel as though you have followed the aftercare thoroughly, I have no problem speaking to the supplier to see whether this could be an issue with the hair. The offer for maintenance is still there also, I wouldn't be able to come to you until next week but you are more than welcome to come down here anytime this week"
It's easy for me to assume she hasn't followed the correct aftercare but I won't ever know! If she lived round the corner I would be straight round there with no charge
Please advise what I can do next?
Greatlengths xx
Mid October I fitted a full head of fusion bonds (supplier glamorous lengths) to a client she loves quite a while away and explained that I would charge £15 for travel costs (return train fare) each time I visit. She loved them at first and she looked amazing with them in! In December I receive the following text...
"Lucy I'm sorry but you're going to have to make an emergency trip over here to sort my extensions now. I've been brushing regularly leaving conditioner in using serum and they are matted as hell to the point where it is just one big knot. I had to cut some earlier coz it was so tangled up and my brush got stuck. I think I want them taken out as I didn't expect this to happen at all"
I explained that she mustn't panic and went through all the aftercare before making my way over to her (lives about 30 minutes away) I also explained that a maintenance app is long overdue and erdged her to book.
The maintenance app was approaching and out of courtesy I text her to confirm to which she explains that she can't afford the travel costs (just before Xmas) I explained that I can't come up with out it due to it being before Xmas so I welcomed her to mine (to which she dismissed) we then arranged an app for the new year.
I then receive the following text.
"Lucy I'm sorry to do this but I am so angry. My extensions are horrendous. They Matt continuously even when dry and brushed. I constantly brush and put serum and leave in conditioner in yet they are still a mess. I am also extremely annoyed with the additional £15 you asked for 2 days before u were due to come and do the maintenance. Why didn't u tell me that at the time?? Surely u should tell ppl that up front. The extensions have slipped dramatically and I now fully regret having them done. I've seen a professional and been told they should not be like this at all after such a short period of time. I spent £205 getting these done and wish I never had. I would like some sort of refund please as I now having to consider having them taken out. I am so upset and angry and this is not at all what I expected. Worse still when I asked u to help and come and do a maintenance appt u ignored me!! I take from that that u don't want the business!! Please contact me ASAP to arrange refund "
I replied...
"Hi Carly, I'm a little confused at this as I have many clients with hair from the same supplier who have had them in a lot longer than yours and have not had such horrendous issues. Even natural hair will nott and become dry when it is 18 inches long which is why I stress that the correct daily aftercare is followed. I am deeply sorry that this has happened and that you feel as though you wish you had never had them as I think they looked amazing on you. It may seem as though I have ignored you with your last text unanswered but with a full time job and small child I don't always have time to check my phone however I do accept that that was my fault. Of course I am happy to come see you for maintenance but it does cost me over £15 on a train up to you and back which I did ask for when we set up the consultation previously. Would you mind taking pictures of the hair so that I can take up this issue with the supplier? If you really feel as though you have followed the aftercare thoroughly, I have no problem speaking to the supplier to see whether this could be an issue with the hair. The offer for maintenance is still there also, I wouldn't be able to come to you until next week but you are more than welcome to come down here anytime this week"
It's easy for me to assume she hasn't followed the correct aftercare but I won't ever know! If she lived round the corner I would be straight round there with no charge
Please advise what I can do next?
Greatlengths xx