Extensionista
Well-Known Member
Hi,
I ordered some blonde hair from Angel Remy, client had it in for six weeks and its gone very brassy and orange from mid-lenghts to ends. I've contacted Angel Remy who have said that it's down to Moroccan Oil or some sort of serum which is orange in colour staining the hair. The client is adamant that she hasn't put anything like that on the hair and has only used shampoo and conditioner and to be honest I believe her because the hair is still very soft and in really good condition (bar the brassiness) that she wouldn't need any oils. Even if she isn't telling the truth I can't call her a liar really.
The lady at Angel Remy was helpful enough and polite but was pretty insistent that it was down to the clients aftercare. Now I sort of think that if that's what happens then there should be something on Angel Remy aftercare to say don't use these products on your extensions. Anyway she has asked me to return the hair so she can have a look but I'm pretty certain I won't get a replacement or refund for my client, she also wants to speak to the client directly which I personally don't think is great customer service as the client has a sale and service contract with me and not Angel Remy so it looks like I'm passing the buck a bit.
Any ideas on how to proceed? Would you just go back to the client and say sorry tough you can't get anything back, offer a refund from your own pocket? or offer a free maintenance or something (she has new hair in now).
I usually use my own brand of extensions as clients either want budget or top end I only recently introduced angel remy for clients who want mid-range so never had to deal with anything like this before.
Thanks
Sorry for long post.
I ordered some blonde hair from Angel Remy, client had it in for six weeks and its gone very brassy and orange from mid-lenghts to ends. I've contacted Angel Remy who have said that it's down to Moroccan Oil or some sort of serum which is orange in colour staining the hair. The client is adamant that she hasn't put anything like that on the hair and has only used shampoo and conditioner and to be honest I believe her because the hair is still very soft and in really good condition (bar the brassiness) that she wouldn't need any oils. Even if she isn't telling the truth I can't call her a liar really.
The lady at Angel Remy was helpful enough and polite but was pretty insistent that it was down to the clients aftercare. Now I sort of think that if that's what happens then there should be something on Angel Remy aftercare to say don't use these products on your extensions. Anyway she has asked me to return the hair so she can have a look but I'm pretty certain I won't get a replacement or refund for my client, she also wants to speak to the client directly which I personally don't think is great customer service as the client has a sale and service contract with me and not Angel Remy so it looks like I'm passing the buck a bit.
Any ideas on how to proceed? Would you just go back to the client and say sorry tough you can't get anything back, offer a refund from your own pocket? or offer a free maintenance or something (she has new hair in now).
I usually use my own brand of extensions as clients either want budget or top end I only recently introduced angel remy for clients who want mid-range so never had to deal with anything like this before.
Thanks
Sorry for long post.