I had the worst client ever in on Friday first of all I usually finish at 5 but stayed back to start her hair at six because she had put a box dye on her hair. Her roots were a warm orange with white ends. I used a 9.2 to tone her roots and a full head lowlights with a 7.1, when we got to the basin it was still a little warm so I toned it with a 9.01 milkshake dialight toner. The end result was a gorgeous blonde that was all even, she still felt it was too warm at the roots but said she had to leave. I arranged to start at 8am in the morning to tone roots again so she was fully happy with her hair, she agreed and I put her in my diary. I charged her £60 which was undercutting myself but I wanted to keep her happy. She text me that night demanding a refund and saying that she wouldn't come back to the shop she wanted the money paid into her PayPal account. I thought this was very weird and refused a refund and instead offered a toner with complimentary cut and blowdry. She refused, she is still harassing me for her money back but I feel I am within my right to refuse as I used a lot of products and time on her, I feel she has just targetted me because I am 19 and feels she can bully me into giving her a refund. Does anyone have any advice? Am I in the wrong? I have tried to stay so professional but I am literally emotionally drained now. I sat on Friday and cried the whole night because I felt terrible. I hate being horrible to people but i also don't have money at my disposal to fix people's hair for free especially when her hair was gorgeous
Unhappy and unreasonable client
- Thread starter Leah1996x
- Start date
Help Support SalonGeek:
she also tried to haggle the price down to £40 and then told me I shouldn't even be charging her and that I should have allowed her to pay when she came back the next again day. Which I refused to do because anyone can say that and then just not show up again.
squidgernetball
Ubergeek
First rule is if she's unhappy you offer to fix it which you've done. You also need to see it but she's not prepared to come and talk to you about it.
How you move forward now will show you for the professional you are. You have offered a toner and comp cut and blow dry but she just wants hard cash. Refuse but do it professionally.
Hair geeks will be along with good wording and advice, but my advice as a business woman is not to refund. She's a chancer who's done a cheapo box dye and not wanted to pay to have it rectified.
Good luck
Vic x
How you move forward now will show you for the professional you are. You have offered a toner and comp cut and blow dry but she just wants hard cash. Refuse but do it professionally.
Hair geeks will be along with good wording and advice, but my advice as a business woman is not to refund. She's a chancer who's done a cheapo box dye and not wanted to pay to have it rectified.
Good luck
Vic x
Grace_Hair
Well-Known Member
Under promise. Over deliver.
What did you tell her was achievable? And how many appointments did you tell her it would take?
Have you got any pictures?
Were you happy with how she left? Although it wasn't what she wanted. Was it professionally/technically sound?
I would reexplain that with colour corrections like that you don't usually get perfect in the first sitting. And explain that you have used the products etc offer a complimentary toner again.
And also. Speak to your insurance. Make them aware in case she is a true nightmare client.
What did you tell her was achievable? And how many appointments did you tell her it would take?
Have you got any pictures?
Were you happy with how she left? Although it wasn't what she wanted. Was it professionally/technically sound?
I would reexplain that with colour corrections like that you don't usually get perfect in the first sitting. And explain that you have used the products etc offer a complimentary toner again.
And also. Speak to your insurance. Make them aware in case she is a true nightmare client.
janie6777
Well-Known Member
Hi, sorry to hear you're having trouble with this client, stick to your guns, you have done everything you can and in a professional manner. We have all had clients like this who try to get something for nothing, try not to take it to heart as you say she's just a bully and taking advantage of your age, speak to your insurance company to put your mind at rest as they will also give you good advice and reassurance. Good luck x
Some people just want the cash and you will never please them no matter how hard you try. I would stay strong and refuse the refund in a polite and professional manner. Confirm you are happy to look at her hair tomorrow for her and that is all you are willing to offer. Good luck, she's not worth the tears honestly! Ive been there x
babychops
Well-Known Member
So far you have done the right thing and stayed professional. You gave her a service that she was very happy about and she paid, after saying she's now not happy you advised her to come in and rectify it and a complimentary cut and blow dry. There's no more you can do. I wouldn't keep going backwards and forwards with her. Just message her saying you are more than happy to have her come in and discuss/rectify what she's not happy about, but if she's not willing to do that, there's nothing more you can do for her. Don't reply to anymore messages as it will never end X
