Unhappy client

[Tamara Tavares]

hello guys I have a client that got her hair done she got a balayage in red and 2 weeks later she wants to come back and say her hair is falling out and her her color is fading and she wants me to give her all
Her money back I don’t think it’s right I offered her half and she said no. Please help me with this.

 

[Eloise86]

Reds do fade sadly and I always explain that reds fade when the have it done, blimey even toners and browns fade if the hair is porous? If i was you I’d call your insurance company see how they would like you to handle it. I’d get her to come back in so I could take a look for myself. Xx

 

[Siansy]

What does she mean by her hair is falling out?
As in that you have damaged it and its breaking off or its shedding from the root?
As Eloise says reds can fade dramatically on porous hair so hard to tell on the previous colour treatments. If first time cliemt. What did she have before?
If just a fade thats bothering her you could offer a semi rinse to refresh the red. I always recommend a temporary colour refresh to my bright red clients.

 

[AcidPerm]

May I ask, why did you offer a partial refund?
If you think you made a serious mistake then refund by all means and/or offer to re-do but if you don’t think you did anything wrong, there is no need to pay her off. Effectively you’ve cheapened your services.

At this stage, if you know you haven’t caused any damage to her hair then rescind the offer and instead offer a deep conditioning treatment with red toner as a goodwill gesture without accepting liability.