ComplaintsforReese Marie Salon

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked an appointment for a full balayage and haircut on January 2nd at around 3:30 pm. I was quoted $202.50 and told it was an over estimate and it would probably be less. The day of the service I showed my stylist what I wanted and explicitly stated I wanted a balayage and a haircut w long layers. 3 hours later Im charged $295 for highlights & a haircut along with a tap root and extra toner. I called and asked what the extra toner was about and was told it was accidental and it was refunded. I also asked for a refund of my gratuity because I was not happy with my hair and the lack of customer service and communication as I received a service I didnt ask for. The next day I thought it over and realized I shouldnt have to pay for a service I did not ask for. I went to find my stylists instagram to get the salon number only to find out I was blocked. The salon has a no-refund policy, only a reservice policy. I do not trust anyone there near my hair nor can I utilize said service because I am blocked. During my service I also took note that other customers were being incentivized to leave positive reviews in exchange for 2 free travel sized products. There is also a promotion similar on the salons ******** for $10 off a service in exchange for a positive review. My experience was awful and I hope no one has to deal with something similar at this establishment.

  Business response

  03/03/2023

  To whom it may concern, 

   

  First of all I want to apologize once again for the less than exceptional experience you had  at Reese Marie Salon. We always strive for the highest level of customer service.

  I would like to address the concerns. In the first conversation with the stylist the client did initially think she wanted a balayage service and showed us pictures via social media that did have that technique present which is why we scheduled her for that service. At that time, on January 2, the client stated she wanted to go darker. As you can see in the screenshots of the messages between the client and stylist, the client herself never asked specifically for a balayage but was told to ask for that on the phone based on the pictures shown. However when she arrived to the appointment which was scheduled for a month later (Feb 7),  the client had decided that she wanted to go lighter because we were getting closer to the summer months and the pictures she showed her stylist at that time  had more of a highlight with a shadow root/tap root effect, which the stylist did explain before starting the service and at that time the client agreed to let the stylist do the technique to achieve the desired outcome. We did not re-quote the client because the difference between the original quote and the final price was a difference of $9, we did apologize that we did not let the client know that she would be paying $9 more, in the phone calls we had with her. We also spoke on the phone after the client left about the extra toner that was charged and it was refunded as soon as the mistake was caught. The client was very happy with her hair when she left the salon, even giving her stylist consent to take photos for social media. The client was also happy with her hair during all three phone calls we had with her and never asked for a re-service, as there was nothing done incorrectly with her hair and she received the outcome she showed us pictures of.  A few days after the service the client had called upset about the price being over the quoted $202.50, which again, was quoted through our booking system automatically when she booked for a full balayage a month prior(and before her stylist had seen her hair).  At that time we offered to refund the $9 difference and she asked for the gratuity back instead. After that was refunded, the end total of the client's hair was $211. Our salon phone number is public knowledge on ****** and our website. We would also like to mention there is no reason to not trust any of our stylists here as we all asked how to resolve the issue and the client's hair ended up being what she asked for. There was no need for corrective services or any reason for the client to doubt our work as a salon. Lastly, we are a new small business that knows the importance of customer reviews. For the last month we have been incentivizing our guests to leave a review in exchange for two travel products of their choice, however we do not ask for 5 star reviews and would only benefit from honest feedback. The instagram/facebook post the client has referred to is also attached to this email and you can see that we never asked for positive reviews in that post either. I assure you the reviews left thus far are from happy guests that return on a regular basis.  We would be happy to answer any other questions you may have in the future.

   

  Sincerely,

  Reese Marie Salon

  Customer response

  03/03/2023

   
  Complaint: 19451810
  
  I am rejecting this response as the owners response is blatantly false. The salon never explained to me that they would be performing a tap root nor highlights on my hair. The stylist that returned my phone call the same night specifically admitted that she should have explained it to me and admitted she did not explain what it was at all. There was no mention of a tap root until I called to inquire about the $40 charge labeled as shadow root. I was never prompted to consent to a new service and was never given any notice about the stylist performing highlights and a tap root on me. I PERSONALLY had to reach out to the salon about the incorrect service that was performed when I noticed it on my receipt. It is false that I was happy with my hair. My hair is yellow, streaky, and choppy. The salon offers a re-service option but when youre blocked thats not an option. On top of that again, I have no trust in the salon to even touch my hair at this point. They also did not offer to refund me $9 and have no idea where that story came from. I called and asked for either the tap root or gratuity to be refunded and they refunded me the gratuity voluntarily, there was no discussion about a $9 refund at all. This circumstance was extremely disappointing but the fact that the business is blatantly spinning false claims and denying their wrongs is disgusting. 

  Sincerely,
  
  *************************

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