I need an objective opinion here. My gut says I have plenty of reasons to talk to the manager but my non-confrontational self says that I don't want to hurt anyone's feelings or risk getting anyone fired. I'll just point by point what happened so I can try to keep emotion out of it, even though I'm sure it will creep in! :)
I do want to point out that this woman has done my hair once before in a different salon before it closed and she moved and I loved it, which is why I went back.
1. I had a 1730 appt. The crazy rain ran me 5 min late (I called 15 before to let them know and the receptionist said that 5 min was actually perfect because she was running a few minutes behind anyway).
2. I waited until 1815 (45 min past my appt) and asked if I could run to another store across the hall. I came back just before 1830 and she still was not done!!!
3. I finally got into her chair at 1830, one full hour past my appt time.
4. We chose colors and talked cut. The color was to be a mid to dark brown with burgendy purple highlights. The cut was from a book and I've had it before, it looks good on me.
5. She told me I needed to first go blonde on the highlights so that the dark purple would show up against the brown. Okay, your're the hairstylist.
6. Already long story short, after the blonde highlights, she reweaved the purple so that some purple was on the brown and some was on the blonde, all the while assuring me that this was going to be 'so cute!"
7. Closing time rolls around (2100- and two and a half hours in the chair at 34 weeks) and the other stylist asks me to pay so she can till the registar- I haven't even had the cut/style started!!!!!
8. I let myself get talked into bangs (haven't had 'em since elementary school) and I think it would have been okay except she cut the bangs the same SHORT length of the first layer of my cut and then couldn't blend them. The first thick layer and my bangs made a bowl around my head at just below the eyebrow!
9. I actuallly left the salon with her at 2230 (that's ten thirty p.m. for those not familliar with military time!) exhausted and in no shape to have her fix it at this moment. I figured maybe I could play with it at home.
I got home after eleven fifteen ( I actually drove over 30 minutes to get to this salon) and two things happened:
1. My husband almost cried at my kalidescope hair color (brown, blonde, and pink (i thought everyone knew when you put burgendy on blonde you get pink hair, but apparently not my stylist!!!) and Neve Campbell from Scream/ Wild things crazy haircut that looked like a female mullet with bangs.
2. THERE WAS PURPLE DYE STAINING THE FRONT OF MY VERY TREASURED (my one time only, 10 year anniversary gift in January) CHAMPAGNE COLORED EXPENSIVE COACH PURSE!!!! (which was seated on the chair next to us, not on my lap or on the floor or anything).
SOOOOO......what would you do and what should I reasonably expect during my call/appt with the manager. I actually have a call coming from her, but I just want to get an appt with her so she can SEE what I'm talking about instead of just taking my word. Keep in mind this was paid (tip and all!!!) before the cut/style even started. and they didn't even offer a discount for waiting a full hour before even getting in her chair. Not to mention the four hours IN the chair! And the dye (not just a speck but a whole streak, on my purse.
I have a call in to the manager (so not like me) and I really think I just want reassurance that I have enough grievence here to justifiy it. I sort of feel like I am going behind her back and I guess I kind of am, even though she knew I wasn't happy when I left and she knew it wasn't right either (she kept looking and saying things like, 'I just don't know, maybe I need to x,y,z, ect).
Do wait and call the manager, Usually they will accommodate you with a new stylist for free. About the coach bag I would also tell the manager you need it cleaned professionally or a new bag!
I would ask for a refund on the service and ask for the bag to be cleaned. Personally, I wouldn't give that salon another crack at my hair.
I'm a hairstylist. The one hour wait was unacceptable. She is right, you DO have to go a lighter shade for the purple to show up, but she did the process wrong.... and she kept the blonde as a highlight, even though it should have been covered up, and she botched your haircut, I'm so angry for you.
In my (and most) salon(s), if a customer was unhappy, we got them back to a different stylist and they got their hair fixed for FREE. The first stylist's commission will likely be taken away and given to the new stylist who fixed it. I would call the manager right now and request a color correction... for free.
If the issue were ONLY the hair I would let it go as a lousy experience with a lousy stylist; there are no guarantees on haircuts. But add in the long wait even to get into the chair, (I would have left after the first wait and never come back) and the excessive time in the chair, and then the damage to your purse, and you have a legitimate complaint. I would complain directly to the manager, not the stylist, and be calm and brief in outlining things -- write it all out first as a script for yourself (rather as you have here but briefer) so you stick to the script and come across as serious and direct, not emotional. Then after the complaint, just say: "I would like to know what you plan to do now about the damage to the purse and about either reimbursing me for this haircut and dye job or having another stylist here redo it for free."
If they are not willing to talk to you, try this step: One very effective thing a friend did was to go to a business with two stamped, addressed letters in her hands: One was a complaint to the Better Business Bureau and the other a complaint to the Chamber of Commerce. She also had copies for the owner. She walked in, told the owner: "Here are your copies of these complaints I have ready to mail immediately to the BBB and the CC. I would prefer not to have to complain about your business but feel I must do so, so that other customers will know what happened here." That prompted the business to fix her problem VERY quickly. Blackmail? Maybe, but it sure worked.
Five hours (four hours being worked on) and you have pink hair???? I think you need to meet with the manager in person for more impact in addition to a telephone call.
Don't feel bad for one second about bringing this to his/her attention...they are in the business of service and what happened to you is just wrong. They obviously can't make your bangs grow but I would expect the manager to have their most expert colorist on hand to fix this.
Good luck! Stand your ground, you can do this without acting ugly. Heck, the stylist from hell can be there too if she wants.
Print what you wrote above to keep yourself on track when talking to the manager. I would definately demand that they clean/replace the purse and return your money including tip.
you are the consumer....you were talked into a lot not on your personal agenda. Those issues you cannot find fault with.....you agreed to them.
But you do have valid issues....share it all with the manager, & see how she responds. I would cry. :)
Omg that is the hair appointment from hell! I would tell the manager ASAP!
I cringed when you said you mentioned the blonde after you mentioned the burgandy. As a former stylist i think you should complain. the owner or best colourist should correct your hair for free and your next appt should be free or discounted. The original stylist should have to pay for the damage on your purse. If that means replacing it so be it. I'm so sorry you had such a horrid experience. The girl who did your hair went (i assume) to a licensed school and passed her exams (not that that means they know what they are doing). You deserve to be reimbursed and taken care of. If this is not the first time she did this she should be fired, If they won't take care of you you should report them.
You definitely need to take this to the manager. And when it comes to customer complaints, the best way is in person (especially when showing your hair will have more of an impact than describing it). Good luck!
I would also ask for a complete refund - get a recommendation for ANOTHER salon that can fix your hair (they don't get another chance) and ask for your bag to be cleaned.
If they balk - tell them you will post their salon, the stylist and a picture of your hair and bag on FB for everyone to see as well as synopsis of what happened. That should whip them into shape real quick - the salon rep would be ruined faster than you can say "bad cut" - it's the beauty of FB and social media. GOod luck.
I would tell the manager that you want your hair fixed and your purse either cleaned, or a new one purchased. That is completely ridiculous! Make sure you go into the salon so the manager can see what happened to your hair...then ask what they're going to do to make this right.
If they don't fix it to your satisfaction, then you need to tell everyone who messed up your hair, and warn them not to go there.
*hugs* Keep reminding yourself it'll grow out. It will grow out.
I am so sorry! You need to go and see the manager. Let her know what your expecations are. That is, you expect them to redo the color and blend the hair cut to your satisfaction. Also, bring the purse and explain that you would like them to clean or replace. Your wait time was unacceptable as well and I would let them know that. Getting out that late is crazy!
You paid for a service which was not performed correctly and to your satisfaction. They should want to make it right.
Its hair. You can dye it back to one color and it will grow out. I know how upset you are. I get that way with my hair as well!
When I have had a bad experience, such as yours, I don't even bother going back or complaining. The last thing you want them to do is fix it. Just go somewhere else and in the future, find one trusted stylist that you love and never stray. Never.
When this has happened to me, usually the cut and appearance speaks for itself. Then I make a life's mission to ruin their business to anyone that asks. I'll plaster my experience all over facebook, yelp, etc. Anywhere that will reach a broad audience. I don't get mad, I get even. lol
You can try taking your purse to a dry cleaner. They may be able to do something or recommend someone that can restore the damaged areas.
Sorry this happened. Good thing it's just hair and can be fixed. Your purse may be another matter...
Wow - I have a non-confrontational personality as well - but in this case don't worry about hurting feelings......the manager needs to know, and you need to go in and have it fixed - free of charge. The waiting was rediculous and from what you wrote it appears this stylist really wasn't knowledgeable about what you wanted/needed.
I would go to the manager and ask for a refund. Take that refund and find a salon with excellent reviews. Call and ask for the stylist who is the best at fixing hair disasters.
Good luck!
Is that woman really even a qualified stylist?! Do not feel bad at all. They need to give you a refund and pay for your purse to get cleaned. That sounds like a joke seriously she shouldn't even be doing hair.
I once complained after I got highlights because the stylist used 2 bottles of toner without telling me and it was $45 a bottle! So don't feel bad at all.
I would never just suck it up, i'd demand a refund, and then go elsewhere.
They should actually offer to have another stylist fix it for free and I'd take that offer if you can get in on a different day without having to feel awkward running into the 'stylist' that created this mess. Then i'd never step foot in that salon again, and I'd make sure to let everyone know about my bad experience.
can a different stylist fix it? I would be so upset and I too hate confrontation.
Once I told a young stylist to do something to my daughter's hair and it was a disaster. The stylist at another salon told me that the stylist should have told me no and that it can't be done. she also told me to go tell the manager. I told her no, I asked for it to be done so I let it go.
