Sorry for the delayed reply, it was a super stressful day yesterday!
So went into the Salon (which was completely empty). When I went in there were 2 receptionists, the manager, the original stylist and the lead stylist. They asked me to complete a complaints form in front of them whilst they all stood watching. They then took it off me to discuss it between themselves. After about 5 minutes, the invited me to join them. It almost felt like an interview!
They told me to sit down whilst the original stylist directly faced me and the other two sat either side. It was very intimidating because I couldn't take anyone with me due to the Covid situation.
The manager started off by asking what exactly was wrong with my hair so I explained it didn't match in any way what I had asked for at the original consultation. So the manager asked the original stylist directly, did you tell (me) that she would be able to obtain this hair colour in one attempt. And do you know what happened... The original stylist lied to both my face and her managers face and mumbled very sheepishly that she had mentioned something about it could end up being darker than what I asked for. Well at this point, I lost it. I said, I am not being called a liar and directly said to the stylist, you did not mention anything in any way about the hair I had asked for being unachievable in one go or darker. She did not respond.
The manager then went on to say, we did realise we charged you wrong for the redesign, it should have been a reshape so we will refund you for this. She then said she had spoken to the salon owner and because of the situation, they would offer a reglaze and another conditioning treatment. So I said, look I'm not happy with that, I didn't get what I thought I was getting when I booked the appointment. The lead stylist also said a reglaze would make it darker not lighter. The manager said, what else can we do then so the stylist said, we could rebleach it but would have to do a strand test. I requested my money back again in which the manager replied that they never give refunds. I asked her to speak to the salon owner again as this is what I wanted but I would allow them to do a strand test and try to sort it if they were confident that they could achieve what I asked for.
So last night the salon owner rang me and said they couldn't rebleach my hair based on the strand test and offered again another glaze and treatment in 6 weeks which I declined as I will be 37 weeks by then. So she then offered half the colour price back (£70). I then basically had to bargain with her and said I would like at least half my money back from the total bill which she agreed on. She has also offered me a treatment if I return to them in the future which I won't. But obviously I won't write an awful review of them now which after the day I had yesterday, I was so ready to do. Overall I feel pretty much happy with the outcome, my hair is okay just not what I asked for. I've certainly learnt some lessons from the whole experience.
Thanks everyone for your support during this!