claude91
Member
Hello guys!
I have the following problem, I hired this new stylist, on her second day she did a full head of highlights to a girl, she didn't want to tone the highlights afterwards but everything was fine, she seemed happy.
Yesterday, 14 days after the service, I received an email from the mother, saying that the daughter is not happy with the service, that the service was poor and that they had to go to another hairdresser to fix it. She's asking for a refund.
I answer to the email saying that complaints should be reported within 48h, and we must have the chance to check the work in person in order to have a refund, otherwise we can only give a 50% discount for the next appointment (as company policy, that the daughter signed since is written in our new client form).
So she answered back saying that she must have a refund, that she's gonna write bad reviews etc. She also attached a few pictures, the thing is that those pictures has been taken in another hairdresser (can see the styling stations etc) so I can't exclude the other hairdresser did it, also in those picture the girl is blonde, when she came to the salon she had pink hair, we also took picture of her during the services, and she had pink hair!
I don't really know how to deal with this situation
Do you guys have any suggestions?
I have the following problem, I hired this new stylist, on her second day she did a full head of highlights to a girl, she didn't want to tone the highlights afterwards but everything was fine, she seemed happy.
Yesterday, 14 days after the service, I received an email from the mother, saying that the daughter is not happy with the service, that the service was poor and that they had to go to another hairdresser to fix it. She's asking for a refund.
I answer to the email saying that complaints should be reported within 48h, and we must have the chance to check the work in person in order to have a refund, otherwise we can only give a 50% discount for the next appointment (as company policy, that the daughter signed since is written in our new client form).
So she answered back saying that she must have a refund, that she's gonna write bad reviews etc. She also attached a few pictures, the thing is that those pictures has been taken in another hairdresser (can see the styling stations etc) so I can't exclude the other hairdresser did it, also in those picture the girl is blonde, when she came to the salon she had pink hair, we also took picture of her during the services, and she had pink hair!
I don't really know how to deal with this situation
Do you guys have any suggestions?