Client complaint

[becca150803]

Right ladies I've been fitting hair extensions for 5 years now and have never experienced this before :-( I fitted a girls micro rings for her in September, went through all the appropriate aftercare, told her to buy a tangle teaser to brush through the bonds with etc.. I also advise my clients to have a maintenance every 6 weeks. She came back for her first one on 2nd November and all was fine, she had a few extensions (2 or 3) in a small patch that I removed and brushed out before reapplying - she said this was the side she slept on. Other than that no issues and she was happy. She said she still hadn't got round to buying a tangle teaser (6 weeks in!) and I said it was very important that she did otherwise the roots weren't being brushed properly. She said she would, booked in another app before xmas and left. A week before she was due to come in she said she couldn't afford so would have to be after xmas. I wasn't working until the 4th so we booked her in for then. I then got an email on the 28th December saying she wanted to cancel her app as she had had the extensions taken out to give her hair a rest, but she would be back in a few months to have them put back in. I said ok no problem didn't think anymore of it. She emailed me yesterday saying she wants her money back as I have ruined her hair! She has sent me a picture of the section I told her to pay particular attention to when brushing and it is all matted. Plus she had them removed by someone else (a friend) before letting me sort it out? I've emailed my insurance but am a bit upset, as this is down to her aftercare as I haven't seen her in 2 months? Sorry for the essay but wondered if anyone had anything similar happen to them? xxx

 

[beauty212]

I dont do hair but...

I would not give any money back. She was happy 6 weeks in. She cancelled next appointment - and them removed by more than likely an unprofessional.

Also messaged after having them removed to say would be booking to get them back in - why didnt she state then that she was unhappy.

She hasent followed correct aftercare. Your not responsible for what she does when she leaves you. Especially after having someone else remove them.

Just my opinion
Xx

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[LMA]

Simply notify her that you have done your job perfectly and in fact she has ruined her own hair by not following the aftercare you tell all your clients to follow! (And if you do get them to sign to say they will follow your aftercare etc then remind her of what she signed)
Also tell her that any case for a refund was invalidated when she had them removed elsewhere, as well as by not following aftercare. X

 

[AmberExt]

Dear xx,

This is exactly the same issue you had at last maintenance where i fixed it easily and and it was agreed down to sleep habits and worked out a plan to prevent it happening again, ie. Buy a brush. Had you attended the planned maintenance before christmas I would have repeated my service of untangling this area and you would have been back to looking your best.

There is nothing that could not have been fixed, wasnt previously fixed and couldnt have been prevented by improving your own aftercare as discussed.

As it is around the time for the hair to be removed and you have now removed the hair you are about where you should be in terms of use.

As an aside the removal process should include detangling any matting and so I would refer you back to the professional who did the removal to complete their service.




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