Good in-person salon, bad hair results, terrible customer service!…read more
I then came across a page on this salon after researching gray/gray blending. I called & I was told that Jean was very experienced in this method. During the consultation, Jean confirmed again that not only was she very experienced in gray-blending but if I was unhappy, we would find a solution or fix it.
The GOOD: Good in-person experience, in particular, a great shampoo from one of the assistants. Once Jean finished the whole procedure I was shocked and said my hair was blond, I told them that I'd give it a better look when I got home. James, the owner rushed over and tried to soften my shock.
They immediately solicited a review via text. I shared that my in-person experience was professional and the people were pleasant.
It wasn't until I took a shower, and let my hair dry, that I saw and felt my hair in its natural state and I was heartbroken.
The BAD: My dead, fried hair was a light yellow blond, NOT gray. In fact, there was a strand of hair that was gray accept my roots. Also, I'm a life-long brunette. I did not ask for them to bleach my hair blond, but I paid over $350 for crispy yellow highlights. An inch of standout silver roots was never blended. The highlights were also uneven, fine on top, and then choppy and chunky underneath.
The UGLY: Their customer service, was the most disappointing aspect of this experience.
During our initial consultation and then again on the day of the appointment, Jean reassured me over and over that, if I wasn't happy or it didn't work out we'll come up with a solution. But that didn't happen.
I went to see Jean &I found her very unreceptive. I showed her my hair but nothing I said, even asking if she could help or come up with suggestions, but all she kept saying was that my hair results were what I asked for & essentially, shifting the blame to me for her work. Which is pretty unethical. I got NO help.
I immediately drove to two high-end salons to get their hair opinion and how to fix it. Both salons each took a minute to look at my hair and both said the color was a mess. They also said Jean should have put a toner on, or if she did, it was the wrong one. They also said that it would be very expensive to do a color correction on my hair.
I then headed to Sally's Beauty Supply and even then they said the same.
I called James Geidner and asked for a refund. Since they weren't going to help me or I needed the funds to color correct.
One of the salon associates called me back and gave me a lecture about how wonderful the salon is, how no one has ever complained about Jean's work in all her decades of experience, which again, was a lie. My GP, who had gone to Jean once, warned me about the salon's customer service before I went there.
The salon associate followed the exact formula that got us to this situation, deny, blame, and bolster your image.
After pleading with her to actually listen to my experience, she finally became receptive. This was finally the beginning of them practicing customer service.
I think it's really poor taste to send an entry-level associate/receptionist to handle bigger customer concerns. I was impressed that this associate had the decency and courage to try to do the right thing near the end of a long conversation, unlike James or Jean showing any face. And although the association's efforts were rocky initially, I respect that she cared enough to get it resolved, unlike Jean or James.
Near the end of the conversation she then finally offered for me to come in and see if they could fix my hair. I said no because I lost all trust in their ability but in Jean's and James' decency. I wasn't just left with a bad hair experience, but a terrible customer service outcome.
If a customer is unhappy with the work/service it behooves you to actually listen and even address it instead of getting on your arrogant, high horse attitude. Jean, refusing to properly address a situation and avoid any accountability just sucks.
