Annoyed! or am I being a cow?

[Pika]

I did a friends hair on friday, used to do half head bleach highlights and a brown panel at the front but this time decided to do full head bleach with the brown panel. I used 6% with the bleach but avoided the ends which had previously been in foils. Her natural base is about a 7. I used a toner and it turned out a lovely colour apart from the virgin hair was slightly golden...I told her it would take another go but wouldnt do it the same day as dont want to damage too much. She was fine with this. I cut and blowdried (£40 altogether incl colour) and arranged to re-do on tues (free of charge)
anyway...recieved a text sat morning saying she had woken up and it was worse so she was going to a salon to have it done! when I spoke to her in the evening she said the blonde looked really bad and the dark panel had turned a weird colour, (she described as being blondy/greyish/purply!) it was the same colour i have always used and was on the same section of hair that had been dark previously. She said she hadnt washed it or done anything with it at all. She was moaning about how much money she had spent (40 to me and another 40 to the salon) so without really thinking...i told her i would give her some money back and now she is texting me asking for the money back soon.
I feel really annoyed, im going to have to give her some money back as ive said i would but if she had come back to me first then it would have been sorted for free!
What do you guys think?

 

[Boutiques]

Hello i do not do hair, but if my client was not happy and did not come to me with the problem then i would not refund her any money it was her choice to go to another salon to get her hair fixed.

how do you even know if there was a problem with her hair if she did not make the effort to contact you and allow you to see her hair.

I tell all my client that if the have a problem with any of there treatments to contact me within 24 hours for me to see the problem and determine the cause if contacted after this i cannot ***** the situation or rectify it.

HTH :hug:
Best Wishes
Hayley xx

 

[hairstylist2010]

Hi,

I personally would just give her the £40 back she paid to you. At the end of the day she wasn't happy and should have returned to you for you to view it and make a call on the best course of action.

I'd cut your loses and just give her the money back as i'd prefer to not gain a bad rep from it.

 

[lauren89]

hiya, personally I wouldn't have offered any money back since you never saw the problem or given a chance to fix it.

But since you have offered you will have to pay out but I would only give a fraction of the money back and no more than 50% as you never saw her hair.

Hths

 

[endless]

Hi,
I definately wouldnt give her ANY money back, for the reason that you did not see the grey/purple colour she was talking about.

And I would be peeved with her for going to a salon to correct this, as she would of told the stylist(s) in the salon that youve done this to her hair.
Dont worry about it hun, just remember to not do her hair again : )

Kate x

 

[smooth]

This is a tough one, she is a friend, you've done her before the colour was ok when you did it and you offered to touch it up again free of charge to do final correction for it to take completely.

She made a complaint but you didn't see it and she went to another salon apparently to get it done again, why would she do this if you offered to do it free of charge? Also, there is no evidence that she had a dodgy colour in the first place. Is it possible for the colour to become worse in the days after it was dyed, if so then it could be possible and maybe yes refund some of the profit maybe. If not, then would she try it on?

If the situation was turned around to suit my industry then there would be no come back if they claim something was wrong, claimed to go somewhere else for a correction and was seen with a problem free treatment.

How much do you value this friendship? That answer will tell you what to do x

 

[RococoUK]

Is it possible for the colour to become worse in the days after it was dyed, if so then it could be possible and maybe yes refund some of the profit maybe. If not, then would she try it on?

Personally I think she was being impatient and didnt wanna wait till Tuesday... So she thought sod it then spoke to the hairdresser after most proberly slagging you off and she'd said get your money back!

 

[Pika]

Thanks for the replies.
Well it was done on friday and I got the text saturday morning, (we had already arranged to re-do it on tues) (she claims she did nothing to her hair, not even wash it and apparently thats what happened to the brown, and the blonde went worse, correct me if im wrong but in my experience...bleached hair doesnt just change colour over night *literally* i know it can go brassy over time but I personally can't see how it could have looked worse when nothing had been done to it) I tried to ring her straight after getting the text and would have given up my x factor and wine time to do it if it was that unbearable but had no response until later on in the evening to say "All done and back to normal"
Ive already decided im going to give back 20 not 40 as im self employed and dont charge her much anyway but cannot afford to lose that money! I'm not worried about rep to be honest as I get alot of reccomendations and good feedback from existing clients and all my other friends are always happy. I don't believe she has it in her to try it on to be honest but im so confused sorry for waffling on but the whole situation has really p***ed me off.
x

 

[Pika]

And no i defo wont be doing it again, im very much the type of person that once someone pisses me off....thats it, game over. I just havent got time for people/clients like that. I would much rather concentrate on those who appreciate my services! I think im more annoyed that someone has managed to knock my confidence when I know im good at my job, I honestly have never ever had a complaint before (that im aware of) and ive been doing this just over 9 yrs!

 

[RococoUK]

if you aint gonna do her hair again then dont give her your money hun! At the end of the day one person isn't going to tarnish youe 9 years of rep! More fool her coz when she cant get a last min apointment or bit scrapped for cash you know whos door she'll be knocking on!!

And to be honest if you think shes going to recommend your services you provide because you give her £20 back shes going to recommend you? Ergh no... she'll say blah blah blah still... honestly wipe her from your memory! x

 

[lisa82]

I wouldn't give her a penny, as you said, hair doesn't just change colour over night, not even washed, staightened or anything. I would tell her you have had a long thought and as you never seen it, and you had already agreed to finish it on Tues, then it's her loss for going to a salon.
And I wouldn't do her hair again either.
Oh......and I'd defo put prices up :hug: You are under-valuing yourself! x

 

[kimi1101]

Im sorry but how rude!! you have given her a solution, and she made the decision to spend the extra £40. if you had said you couldn't fix it, then fair enough. But she chose to spend the extra £40 not you. and texting you to say its all back to normal now - that would wind me up.

If you are not bothered about keeping her as a client and you don't value her as a friend I'd not be giving her the money. But in future please DO NOT refund clients unless you have seen them and are sure you cannot rectify the problem. There are proper scaffs out there who go salon to salon scamming people, saying there hair has gone a funny colour etc, when it hasn't. I had a girl call me demanding money back cos the bleach had washed out her hair (???????) so I said come up, let me see it, and I'll let you know. Funnily enough I never saw her. xxx

 

[smooth]

Thanks for the replies.
Well it was done on friday and I got the text saturday morning, (we had already arranged to re-do it on tues) (she claims she did nothing to her hair, not even wash it and apparently thats what happened to the brown, and the blonde went worse, correct me if im wrong but in my experience...bleached hair doesnt just change colour over night *literally* i know it can go brassy over time but I personally can't see how it could have looked worse when nothing had been done to it) I tried to ring her straight after getting the text and would have given up my x factor and wine time to do it if it was that unbearable but had no response until later on in the evening to say "All done and back to normal"
Ive already decided im going to give back 20 not 40 as im self employed and dont charge her much anyway but cannot afford to lose that money! I'm not worried about rep to be honest as I get alot of reccomendations and good feedback from existing clients and all my other friends are always happy. I don't believe she has it in her to try it on to be honest but im so confused sorry for waffling on but the whole situation has really p***ed me off.
x

Hmmm, what hairdresser would be available for a colour correction on a saturday in December if someone phoned up that very same morning? Sounds very fishy to me! I wouldn't have suggested offering or give a refund if you hadn't seen the finished result. I also think you are well within your rights to withold the £20 stating that you would have refunded and corrected if you had seen the problem but as there isn't a problem to see you cannot possibly do this. I'd also ask where she had it done and then phone up the salon to ask what dye was used as you are doing her next colour and don't want to risk causing any problems (if that can occur) x

 

[smooth]

Im sorry but how rude!! you have given her a solution, and she made the decision to spend the extra £40. if you had said you couldn't fix it, then fair enough. But she chose to spend the extra £40 not you. and texting you to say its all back to normal now - that would wind me up.

If you are not bothered about keeping her as a client and you don't value her as a friend I'd not be giving her the money. But in future please DO NOT refund clients unless you have seen them and are sure you cannot rectify the problem. There are proper scaffs out there who go salon to salon scamming people, saying there hair has gone a funny colour etc, when it hasn't. I had a girl call me demanding money back cos the bleach had washed out her hair (???????) so I said come up, let me see it, and I'll let you know. Funnily enough I never saw her. xxx

This is why my view is always as they are when I reply to posts on here. some clients do take the piss and the thread on giving back some money to a client who asked as they were pissed off that the following week the salon had a discount day on, so went in to demand she received the discount from a treatment she had the week that the discount wasn't on! They take the piss, you can tell those clients a mile off and I'd rather they went elsewhere to be honest.

x

 

[Penners]

Are you sure she did go somewhere and have it done? seems a bit of a coincidence that it cost her £40 as well? :irked:

 

[HairSquared]

I have heard that excuse before too, and as professionals we know it is impossible for bleached hair to change color from washing. Colored maybe, but not bleached. Our policy is and always will be, if they cannot be bothered to show us the issue, we cannot be bothered to do ANYTHING about it, let alone refund. When you refund a clients money you are saying that you did the job incorrectly, or made mistakes. Dosent sound at all like what has happened. When they go elsewhere to get it redone, before consulting you, they waive any and all right to redo or refund.

 

[Kim Lawless]

I guess she must be genuine or she wouldn't have wasted so much money getting it done twice. However, she should have given you the chance to see it first.

Yes, you have made a mistake offering her some money back without seeing what was wrong with it, but give her the money and don't do her hair ever again. :hug:

 

[smooth]

I think hair squared has a good policy in place. How can you expect to refund if you haven't seen what she is complaining about? She could just be lying and not had any other work done but is just trying to get some money back!

 

[Pika]

thankyou everyone for your replies, i have taken on board all comments and suggestions! is it worth me including a small refunds policy statement on my client disclaimer forms? if so..any suggestions on how to write it?
i had already told her i would drop the money round to her tmrw (tues) and recieved another text today asking if i could drop it round to her early in the morning!? i was like err no, u can come to me and collect it if u want it by a certain time, im having a day off and staying in bed so will leave it somewhere, i know i will end up saying something if i see her and would rather avoid a row, will see what is said when she sees its only 20 in the bag and not 40!

 

[smooth]

thankyou everyone for your replies, i have taken on board all comments and suggestions! is it worth me including a small refunds policy statement on my client disclaimer forms? if so..any suggestions on how to write it?
i had already told her i would drop the money round to her tmrw (tues) and recieved another text today asking if i could drop it round to her early in the morning!? i was like err no, u can come to me and collect it if u want it by a certain time, im having a day off and staying in bed so will leave it somewhere, i know i will end up saying something if i see her and would rather avoid a row, will see what is said when she sees its only 20 in the bag and not 40!

I don't do knee jerk replies but she is definitely trying it on and taking the piss. I'd put £5 in an envelope for her and get her to sign a disclaimer to say that you admit no liability in the matter and the refund is a gesture of good will especially seeing as you never saw the "problem" ahem. She's clearly no friend of yours.