Hair extensions matting

[Kym.S.]

Looking for a bit of advice. I've been fitting hair just over a year now. I fitted a client with 120g of Tape hair from clip hair which I have been using for a long while now as a budget range with no complaints. I received a message 4 days later saying that had matted at the back and could I remove some. I booked her in straight away with a free appointment to come get them checked etc. She cancelled her appointment on the day. She send me images last night from her holiday destination saying they had matted and she has had to take them out. I messaged her straight back asking about her aftercare and if she had be following the guide and using advised products. She has told me she's been using baby shampoo and that the problem wasn't at the bonds but with the hair. She is now wanting a full refund. Any advice on what to do next would be greatly appreciated x

 

[charlottehair]

If they did matt, could possibly be a bad batch of hair that isn't cuticle correct causing the hair to matt.. You also asked to give her a free appointment and she cancelled it. Some people you cant help and rectify due to their selfishness.

 

[Kym.S.]

Thank you for your reply. I dont understand people sometimes. I can only do what I can do and if a client cancels an appointment that morning which was made to suit her at her convenience on my week off my hands are tied. She keeps changing her tune.... At first it was the hair and and her bonds were fine. (which the were) now she saying I fitted too much hair. I've contacted the supplier but if the problem isn't because of how I fitted her hair can she really expect a full refund?

 

[charlottehair]

Thank you for your reply. I dont understand people sometimes. I can only do what I can do and if a client cancels an appointment that morning which was made to suit her at her convenience on my week off my hands are tied. She keeps changing her tune.... At first it was the hair and and her bonds were fine. (which the were) now she saying I fitted too much hair. I've contacted the supplier but if the problem isn't because of how I fitted her hair can she really expect a full refund?

How can someone change their tune so many times, first they are matting and now you have fitted too much hair.. I know its damaging to your business and reputation when you can't fix a problem.. but maybe its best to just leave it.

 

[Mane Goddess]

I would refund as she has removed them herself

 

[Kym.S.]

Yes She did remove then herself in spain. She has also just told me she washed her hair extensions with baby shampoo. It keeps getting better and better. So would you offer a refund of the hair or a full refund for the fitting too @Mane Goddess

 

[Mane Goddess]

I wouldn’t offer either, you offered to give her a free checkup, she’s cancelled then remove them, if I was you I would ask her to send you the hair so you can send it off to test what products have been used, it normally puts them off! As soon as she removed them herself it’s out of your hands

 

[Kym.S.]

Ok thank you..... Just wanted to clarify. Thank you so much for all your advise x

 

[cmsuper]

Me too I wouldn't refund as you haven't done anything wrong.Some clients just try it on x