jcb85
Well-Known Member
Hi guys- having a nightmare!
I ordered and fitted some extensions for a new client.
The same night as the fitting (once client was back home), she started messaging and saying she was unhappy with the blunt cut she had requested and that she felt the extensions weren't blending well with her own colour. I advised to have her short layers thinned out to help and to wash her hair as in my professional experience, washing makes a big difference to how the hair sits. I also asked her to come back so i could tidy up the gradient on the blunt finish. Anyway she kept messaging saying she wasn't prepared to have her own hair cut into and that tidying up the ends wouldn't make the hair look better as she felt the colour didn't match and she wanted her money back. At this point she hadn't washed it or taken any steps as I had advised to help the situation.
I slotted her in at the end of my working day and out of working hours (9pm) as its december and I'm fully booked but I pride myself on my work and happy customers so I go out of my way.
Upon seeing her, I did feel that the hair colour was not 100% and not quite ehat i ordered. I checked yhe hair against my sample wheel from the supplier and sure enough it wasn't quite the same. Ir was discoloured - faded almost. I advised that a simple toner would do the trick but she refused to spend anymore time or money in correcting hair that should have been correct in the first place. I then, as a good will gesture, offered to remove the hair and refunded her the money for my time only - not the cost of the extensions, as I felt that the issue was not with my fitting or services but with the product from rhe supplier.
I have been trying for weeks to get money from the supplier who accepted that the hair was severely discoloured but accept no liability and are advising the client to use certain shampoo to help the discoloration. The client is now threatening legal action if I don't refund her for the hair by close of tomorrow! I am actually closed until the new year now bur have been responding to her whatsapp as I am keen to resolve for both parties. Where do i stand legally on refunding her?? I don't feel I should as it's not a fault of mine but the supplier. Pics of hair attached. You will see some parts blended fine, some weren't as good. I also complained about the "blend" of the colour to the supplier as it so streaky bur wasn't this noticeable upon fitting.
I ordered and fitted some extensions for a new client.
The same night as the fitting (once client was back home), she started messaging and saying she was unhappy with the blunt cut she had requested and that she felt the extensions weren't blending well with her own colour. I advised to have her short layers thinned out to help and to wash her hair as in my professional experience, washing makes a big difference to how the hair sits. I also asked her to come back so i could tidy up the gradient on the blunt finish. Anyway she kept messaging saying she wasn't prepared to have her own hair cut into and that tidying up the ends wouldn't make the hair look better as she felt the colour didn't match and she wanted her money back. At this point she hadn't washed it or taken any steps as I had advised to help the situation.
I slotted her in at the end of my working day and out of working hours (9pm) as its december and I'm fully booked but I pride myself on my work and happy customers so I go out of my way.
Upon seeing her, I did feel that the hair colour was not 100% and not quite ehat i ordered. I checked yhe hair against my sample wheel from the supplier and sure enough it wasn't quite the same. Ir was discoloured - faded almost. I advised that a simple toner would do the trick but she refused to spend anymore time or money in correcting hair that should have been correct in the first place. I then, as a good will gesture, offered to remove the hair and refunded her the money for my time only - not the cost of the extensions, as I felt that the issue was not with my fitting or services but with the product from rhe supplier.
I have been trying for weeks to get money from the supplier who accepted that the hair was severely discoloured but accept no liability and are advising the client to use certain shampoo to help the discoloration. The client is now threatening legal action if I don't refund her for the hair by close of tomorrow! I am actually closed until the new year now bur have been responding to her whatsapp as I am keen to resolve for both parties. Where do i stand legally on refunding her?? I don't feel I should as it's not a fault of mine but the supplier. Pics of hair attached. You will see some parts blended fine, some weren't as good. I also complained about the "blend" of the colour to the supplier as it so streaky bur wasn't this noticeable upon fitting.