Company Response
4/16/2024
Company states: Client came to a cosmetology school looking for a multi-color vivid hair service, showing the student and instructor a photo of a purple and fuchsia with dark back and a 'money piece' fringe area in purple. During the consultation, including the client, the student, and the instructor, it was determined the client had a very dark base color, but refused to lighten the base color so the fuchsia and the purple would not be as obvious as the photo she brought in as inspiration. After a lengthy discussion, the customer still refused to allow any pre-lightening the hair so the color would be more visible (think drawing in purple and pink crayon on white paper and on black paper, which one would be the most stated, hence the conversation about lightening the base allow those colors to be noticeable) Client ultimately refused lightening and service continued. The front fringe area was foiled, and it was not close enough to the scalp, as the instructor who had made several visits by to check on progress noted. The instructor and student made multiple attempts to correct the fringe before the client left and was declined multiple times, quite forcibly noting that "she didn't have time for this..." She was told multiple times that we could fix it that day, or she had a week to reschedule an adjustment, that we would happily fix the area of concern. The client was offered an additional week for adjustments because of her vacation schedule. Next day, client called back with complaint. The client was not happy with the service. Due to refusal of a procedure, the school did not assume responsibility for the back, which the client refused to lighten the hair and was upset that fuchsia or purple did not show up as visibly as the photo she provided. The school did accept responsibility for the front fringe area and did offer to correct the area, retouching the roots and reapplication of the vivid color. The client refused to allow the school the opportunity to correct that as well. The customer was not "banned from the business because the stylist messed up". The customer was told that if we issue a refund for any of the service, that it is understood that maybe a school is not the best environment for future services as we were unable to meet her service expectations, nor allowed a chance to make adjustments. At which time she began a verbal tirade against the instructor, the student, and experience in general. If a client is terribly unhappy with an establishment, why would they continue to visit said establishment? In regard to the color on the skin, with vivid fashion colors, there is some staining. While we try to be as neat as possible, these are students and are still learning techniques. The "bedroom" talk could never be confirmed or denied, however that was a hard-hearted meeting after the client complained of the issue with leaders and students about what is appropriate or not appropriate conversation in a professional environment. Our policy has stated for years that the behavior is not tolerated and a student would be suspended if such behavior was ever confirmed. Client accepted the offer for a partial refund with no further discussion or complaint until this notification was received.
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