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Why CAN'T I get a refund from a hairdresser?!?

(42 Posts)
keeponworking Sun 05-Nov-17 15:28:03

Myself and DD got back from hairdressers yesterday. I was mildly (only mildly) unsure about my cut and not wildly enamoured of the colour) but not excessively so, and thought I'd catch the colour back around on the next visit and live with the longer than requested cut until next time so I could live with the longer than requested length and see how the colour looked in day to day conditions. On the face of it, DDs hair looked ok although she also had problems where requests weren't followed and colouring was inconsistent.

In light of the fact that:
* DD was charged for a full head of highlights but the colour was not taken down to the end so she has one type of the colour on the top half of her head, and the old version of the colour on the bottom half (which is tonally completely different) - if you pay for a full head of highlights, you expect a FULL head don't you? You don't do from the scalp to halfway down the length?
* Because my hair was styled in such a way that until I came home, slept, woke up, and started straightening it this morning, wasn't able to notice that there were bits shorter than other bits whilst I was at the salon, it hadn't been cut in the way I had asked, and it was longer on one side than on the other.

See, I think there's a difference between dissatisfaction with someone saying oh crikey the tone of this colour's not quite what I wanted - versus a colour that is one colour on the top half of the head and another on the bottom, sections of hair not cut to the same length or same angles as other sections or requests about how far to extend the colour towards the scalp to be completely ignored and inconsistently applied. The former is tweaking and making sure the customer is happy, the latter to me are just plain errors. And just plain errors should in my view come with the option to just have a simple refund.

Why would I go back there again - why couldn't the very senior stylist get it right the first time? If I also say that this session (for me and DD) cost over £200 you'll probably also understand my distress.

I emailed the salon today and they are highly insistent that we go back in - but I don't want to. I don't want to because I no longer trust them and because I suffer from anxiety and this is not what I need - just opening their email made my stomach flip over. I absolutely hate confrontation and do not want an awkward going into the salon - and in any case, they say they will not fit us in like, tomorrow evening, but some time in the next two weeks! I've got to go to work with hair at all different lengths and DD has to go to school where she's undoubtedly going to get stick for it (yes, they are that observant) and that will add to her stress when she's already having a shit time at school.

What's been done is just plain WRONG, errors, actual errors. And what are you supposed to do at the time - I'm not a professional stylist or colourist so you have to place your trust in the stylist so when we explained repeatedly that DD didn't want to lose a certain part of how her style had been growing, she was getting well stressed out when she could feel the colour going onto the wrong parts of her hair and I mentioned it to the stylist at the time and she just carried on and I could tell the stylist wasn't doing what DD (and I) had clearly asked for so I got her to confirm she knew what we wanted and was doing what we wanted - what is a person supposed to do?! Leap up, rip the brush out of the stylists hand - when they've seconds before said to you "no that's right, that's what I'm doing" (when they patently aren't) what in the actual name of god are you supposed to do?!??

In fact, what was done to DD's hair can't be 'rectified' as they've taken away something that can't be put back. So not sure how they propose to handle that and you're looking at months to go back to how things were before, not 'two weeks' as per the well known hairdressing saying (which clearly only ever applied to barbering, not highly skilled cuts and colouring).

Also, since it wasn't possible to even see the extent of the issues whilst in the salon, not until we got home (and in my case, not until I straightened my hair) how can the rules of 'you must say something whilst at the salon' apply?

It's clearly not been done up to standard and I don't see why I HAVE to go back in, waiting for two weeks, to have them having a go at my hair again. I'm not sure DD will even go back, she's totally lost faith with them.

Is there really a law (an actual law?) that you have to go back and let them have another crack at it?

Maybe I'm burnt by the previous salon who coloured DDs hair which then turned green, then when we went back in to have it 're-done for free don't worry we'll sort it out for you' they hacked DDs hair off so she looked like she'd been run over by a lawnmower, removed loads of length she'd been building up for several years, and then dyed her hair a darker colour than we had asked for without my or her permission -
which then turned green for a second time. There was quite a level of unhappiness at this previous salon that they were being asked to put it right for free - which showed in the botched 'recovery' job. I'm not saying for a second that this would happen at our current (--soon to be ex--) salon but these are actual mistakes, poor practice, not a disagreement over shade or something being half an inch too long.

I so, so do not need nor do I want to have to go back in there I really really really don't.

Creamswirls Sun 05-Nov-17 15:29:53

You need to go in so they can see it.

Hauntedlobster Sun 05-Nov-17 15:32:20

Respond calmly and clearly with photos saying you do not want to return and would like a refund.

Hauntedlobster Sun 05-Nov-17 15:32:39

(Or go in and do above)

sausagerole Sun 05-Nov-17 15:35:19

I can tell this is upsetting you, but I don't see how they can just give you your money back or whatever without you actually going in to show them exactly what the problems are. Otherwise anyone could just leave the salon, claim they had a problem and ask for a refund.

I know you're not doing that and you're being honest, but it isn't fair on them to expect a refund without having made it clear to them exactly what the problems are (as in evidenced them, rather than just telling them about it).

keeponworking Sun 05-Nov-17 15:48:26

I included detailed pictures which clearly show the issues.

ivenoideawhatimdoing Sun 05-Nov-17 15:56:54

Oh Op, how awful for you. Hair is such a big thing and £200 is eye watering. I can understand why you are so upset. Are they part of a chain? If so I’d tweet their head office.

Failing that could you report them to the ombudsman? I know your anxiety must make you feel awful but it’s an awful lot of money just to let go but if you decide post reviews and pictures only every online forum they have and take yourselves off to another reputable company. Your poor daughter too! Bastards.

keeponworking Sun 05-Nov-17 16:28:12

Thank you everyone and thank you iveno. Yes, it's gutting. Tbh, I can't really afford it but I stepped up to a more expensive and supposedly better salon to get away from local shops (where we've had various issues over the years at different ones). I was hoping I'd found one that was half decent but really, this just isn't ok.

So, at the worst I have to go in and then say great, you've seen it now, so now I want a refund - then do I have to go fisticuffs at dawn when/if they say 'no, we won't give you a refund, you have to let us re-do it'?

When she hacked cut it I was like, wow, was that it? Anyone who's had a bob before, it's a precision cut. Much sectioning, sit straight, uncross your legs, lots of checking for equal lengths etc. She'd literally done it all in under 8 minutes from star to finish. What you gonna do - say oh, do you mind taking longer - you can't do anything can you.

I've seen it quoted that 'it's the law' that you have to let them put it right, is that true?

keeponworking Sun 05-Nov-17 16:33:59

On top of that it's going to take a week for me to even be able to get back in to this salon with my DD and involves a car and a train to get there so that's going to cost me money on top of what's already been spent.

I'd rather just go somewhere else where I can get DD in this week on a late appointment rather than going back there again. I don't especially trust them to put it right because of the fact that they've not done it right in the first place.

MaisyPops Sun 05-Nov-17 16:43:41

They're offering to fix it.
I think they are being reasonable.

With the best will in the world, they can't just find you an appointment if there isn't one.
I have to make my hairdresser appointments 3-4 weeks in advance (busy times lile christmas book up months in advance) unless i'm on school holidays so can do 9:45 on a tuesday.

Equally, your transport and planning aren't really their problem either.

I think you are being a bit unreasonable.

OlennasWimple Sun 05-Nov-17 16:47:53

I don't think it's reasonable to say nothing at all at the time, email them a day or so later and demand a full refund without going back in.

KellyMarieTunstall2 Sun 05-Nov-17 16:52:38

I had a bad hair do, 3 years ago, went back and they made it worse. I was too upset to go back, so I emailed my complaint, sent photos showing clearly the patchy khaki colour which was meant to be blonde, and asked for a refund. They refunded my card on the same day without question.

I had a similar disaster recently, went back for the correction, remained unhappy, but this time I didn't take it any further, pregnancy hormones have made me too emotional to deal with it. However, I have got a new hairdresser.

sinceyouask Sun 05-Nov-17 16:52:53

I think it's entirely reasonable to ask you to go back in and at least let them see what you are unhappy about, and tbh I do think they should be the ones who try to put it right.

keeponworking Sun 05-Nov-17 17:25:07

Can no one/anyone quote me this 'law' in this situation, the one that says 'you have to let them try and put it right'? Just out of interest...

keeponworking Sun 05-Nov-17 17:27:04

But if they have made mistakes, why would you go back - and assume that they will do it right this time? As Kelly says, it's no guarantee, plus I also gave an example where doing so made the hair worse for DD at a previous salon, when we did exactly this.

Etymology23 Sun 05-Nov-17 17:39:44

www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/complain-about-a-service/

Explanation of laws here- you may be entitled to a discount instead, but depends on circumstances.

Horsemad Sun 05-Nov-17 17:45:08

Can you put up before & after photos for us to see?

MaisyPops Sun 05-Nov-17 17:49:32

You don't have to let them put it right but you can't decide a few days later ypu don't like your hair and then expect a £200 refund.

A monumental cockup on one persons hair that they noticed at the time I can understand, but 2?

Seems a bit 'i don't like it but pondered iver it for a bit and now I want money back'.

I asked for a few layers in my hair years ago and what they actually did was make it look really thin and choppy. I wasn't overly happy but thought I'd see how it styled at home. I didn't like it. I couldn't have gone back and demanded a refund because I didn't like it. That would be unreasonable

keeponworking Sun 05-Nov-17 17:54:12

I can categorically state Maisyops that is NOT the case. What you say in your last paragraph is what I did (ie sat with something to see if it would be ok) but not (as I already explained because I just didn't like it) but because I asked for something (as did DD) and they didn't do what they were asked to do, or, did do it, but stuffed it up.

I can't post pictures I am sorry, it would be too identifying. I realise you can only go on what I say but it's not beyond the realms of reality that two people attending the same salon seeing the SAME hairdresser, could both experience something going wrong! I promise, I'm not making this up. It's stressing me out and making me feel ill quite frankly.

Bluntness100 Sun 05-Nov-17 17:56:02

I also think it’s unreasonable to leave saying nothing then demand a full refund the next day, asking to see it again is reasonable. You could have been messing with it yourself or styled it to make it look worse,

The fact you have transportation issues or anxiety doesn’t mean they should just give you a refund, I’m sorry,

Bluntness100 Sun 05-Nov-17 18:00:45

Op, yes, of course both of you could have had a disaster at the same time, unlikely in a good salon, but possible, then for neither of you to notice befor leaving is even more unusual, or not even to notice before you got home, so looking at each other in broad day light,, on the train etc, it makes me wonder how bad it is, if neithet of you could spot it.

MaisyPops Sun 05-Nov-17 18:02:07

If they didn't do what you had asked (E.g. you asked for a bob and they did a pixie cut / you asked for an ombre but they did low lights / you wanted a strawberry blonde bayalage but they did brown etc) then it would have been VERY clear before leaving and you could have raised it then.
Anything else is just preference.

As bluntness says, going away you could have done any DIY fix it job at home and then come back asking for a refund. I'm not saying you did, but tjat is exactly why you have to raise issues there and then.

keeponworking Sun 05-Nov-17 18:06:14

Thanks Etymology, I'll look at the link. I think as ever when it comes to services the law's a bit either vague or unrealistic.

Sure, if you left a hairdresser's with them having burnt all your hair off then you'd know straight away and fair enough they'd need to sort it out straight away.

But in some cases you don't see the errors until you come home. I didn't notice the previous salon had hacked DDs hair to pieces until a day or two after. We voted with our feet and have never gone there again. So we were still out of pocket even after all that.

And I wouldn't have been able to see any issue at the hairdressers on my hair due to how it was styled, and DD, do you think, maybe, she would have felt awkward being only 15 to pipe up and say something to her stylist, after she'd already messaged me to say 'help she's painting it on my scalp' and in the knowledge that her poor old single mum was paying for it - maybe she felt awkward.

candlefloozy Sun 05-Nov-17 18:10:12

I wouldn’t want to go back either my friend had a bad cut in a salon once. They cut it so so short. So she rang up an complained and they asked her to go back in and they put extensions in! She said it was worse than the original cut and she didn’t want to
Go back for them to rectify the second mistake.
I’m sorry its happened to you and i think emailing over pictures and explaining that you aren’t comfortable going back and would like a refund

MaisyPops Sun 05-Nov-17 18:10:52

If she messagwd you saying help she's painting it on my scalp then as the adult in that situation you are reaponsible for speaking up.

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