DOLCE SPA ripoff poor service and poor customer service CHANDLER Arizona
I have going to Dolce for 2 years. The last time I went in for a leg wax and hair color. The woman broke all the hairs on my legs creating a stubble instead of a clean, smooth feel. I pointed this out to my hairdresser, Elle, who said that she thougth it was raised skin. No, it was stubble from not doing the technique correctly.
Then my hairdresser spent nearly 4 hours coloring my hair. I told her several times not to make it too dark. I ended up with a bright red color just on the top of the head. Her assistant suggested I blow it dry a certain way to blend it - this place isn't cheap and I said no. Then they colored it very dark (though I repeated that I didn't want it very dark). It came out very dark.
I didn't want to pay (so made I had forgotten about my leg wax). I had an appointment to get my photos done and had to cancel as the color was bad, and just didn't look like me. The front desk person went to the manager twice and they said no, I could have my color re-done. I never yelled, raised my voice though I was quite angry. I said I wouldn't be back then. I then asked what was the re-do policy (thinking I could have it re-done after my hair grew out). She said 10 Days. I said 10 days? She said why do you care, you won't be back. Then she continued to express quite an attitude because I wouldn't leave a tip.
Over the two years I have recommended other customers, gotten gift certificates and paid a few thousand for it. Becuase of their poor customer service, and failure to do the right thing, they have lost all my future investments. I have also told several people about my experience and they are not going either. No this won't close them but this continual poor service will. There's too many other places to go.
Dolce has gotten too caught up in their image to provide good work and customer service. It is only a beauty palor not the Ritz!
Joann
Phoenix,, Arizona
U.S.A.
3 Updates & Rebuttals
Brandi
Chandler,Arizona,
U.S.A.
Dolce "Rip-Off" Claim is Rediculous
#4REBUTTAL Owner of company
Wed, October 13, 2004
Dolce Salon & Spa, Chandler Arizona would never have had an incident like this..on many levels.
First of all we offer Redo's at even the slightest client concern, and hand out gift certificates almost as easily in addition, this is our policy in handling any client concerns (with reasonable people) in order to keep them as a client, get a second chance, and go above and beyond their expectations in how a complaint should be handled and I know this policy is followed without a doubt.
Now honestly if a client is beyond what we deem reasonable, and really that would be anyone we would be considering calling security on, we will not follow this procedure and attempt to keep them as a client. This is because a person with this temperment is not someone we want back in the salon..sometimes it's not worth it.
Since I do not know this clients full name, in order to look up her history in our system, I cannot dispute her length of patronage, although I do question everything she has said, knowing that a majority is incorrect.
Our redo time period is 14 days, not 10, and if for some reason a client could not come in within that time frame we would extend it, as long as the request was within that time period. A client coordinator would never say "why would you care?" or anything like that.
Elle would not continue to color someones hair dark after they continually said it was too dark, and the likelyhood of having 2 horrible experiences in 1 day...especially after being a happy client for 2 years....and acting this way is very suspicious, 1. statistically alone 2. the extent of the unhappiness and the language expressed in the complaint is that of a seemingly unreasonable person.
A person so completly unhappy with their hair and the way they look would, I feel I can "reasonably" say, would NOT want to wait until their hair "grew out" to have it redone. I mean this is implying months, even years of living with hair that is so bad that one would cancel pictures of themselves and vow never to return to the business responsible.
Now tipping would NEVER come up if a person just stated that they didn't even want to pay for their service and really a client coordinator could care less about a tip to a stylist not being paid, and I do not recall in the letter this person stating that ANYTHING was said by the client coordinator about the tip, just that she had attitude because of it.
It is IMPOSSIBLE to cut hair with wax removal and leave "stuble" it is physically impossible to just "break the hair"...period.
I would like to close by saying that we DOUBLED our size in our second year (2003) of being open, and we are the largest salon and day spa in Arizona. We are currently adding additional locations which are almost twice the size as is, due to demand, and we are featured in our industries #1 trade magazine as one of the fastest growing salons in the world and we have been chosen as one of the "Top 22 Salons of the Year" in a national contest as well. I would venture to say all of our success is due to customer satisfaction and referrals, as any business would say.. and we do no advertising. I feel confident that this person has made a good choice in not returning to Dolce because we are not a good fit, I hope she finds a salon that is.
Brandi
Chandler,Arizona,
U.S.A.
Dolce "Rip-Off" Claim is Rediculous
#4REBUTTAL Owner of company
Wed, October 13, 2004
Dolce Salon & Spa, Chandler Arizona would never have had an incident like this..on many levels.
First of all we offer Redo's at even the slightest client concern, and hand out gift certificates almost as easily in addition, this is our policy in handling any client concerns (with reasonable people) in order to keep them as a client, get a second chance, and go above and beyond their expectations in how a complaint should be handled and I know this policy is followed without a doubt.
Now honestly if a client is beyond what we deem reasonable, and really that would be anyone we would be considering calling security on, we will not follow this procedure and attempt to keep them as a client. This is because a person with this temperment is not someone we want back in the salon..sometimes it's not worth it.
Since I do not know this clients full name, in order to look up her history in our system, I cannot dispute her length of patronage, although I do question everything she has said, knowing that a majority is incorrect.
Our redo time period is 14 days, not 10, and if for some reason a client could not come in within that time frame we would extend it, as long as the request was within that time period. A client coordinator would never say "why would you care?" or anything like that.
Elle would not continue to color someones hair dark after they continually said it was too dark, and the likelyhood of having 2 horrible experiences in 1 day...especially after being a happy client for 2 years....and acting this way is very suspicious, 1. statistically alone 2. the extent of the unhappiness and the language expressed in the complaint is that of a seemingly unreasonable person.
A person so completly unhappy with their hair and the way they look would, I feel I can "reasonably" say, would NOT want to wait until their hair "grew out" to have it redone. I mean this is implying months, even years of living with hair that is so bad that one would cancel pictures of themselves and vow never to return to the business responsible.
Now tipping would NEVER come up if a person just stated that they didn't even want to pay for their service and really a client coordinator could care less about a tip to a stylist not being paid, and I do not recall in the letter this person stating that ANYTHING was said by the client coordinator about the tip, just that she had attitude because of it.
It is IMPOSSIBLE to cut hair with wax removal and leave "stuble" it is physically impossible to just "break the hair"...period.
I would like to close by saying that we DOUBLED our size in our second year (2003) of being open, and we are the largest salon and day spa in Arizona. We are currently adding additional locations which are almost twice the size as is, due to demand, and we are featured in our industries #1 trade magazine as one of the fastest growing salons in the world and we have been chosen as one of the "Top 22 Salons of the Year" in a national contest as well. I would venture to say all of our success is due to customer satisfaction and referrals, as any business would say.. and we do no advertising. I feel confident that this person has made a good choice in not returning to Dolce because we are not a good fit, I hope she finds a salon that is.
Brandi
Chandler,Arizona,
U.S.A.
Dolce "Rip-Off" Claim is Rediculous
#4REBUTTAL Owner of company
Wed, October 13, 2004
Dolce Salon & Spa, Chandler Arizona would never have had an incident like this..on many levels.
First of all we offer Redo's at even the slightest client concern, and hand out gift certificates almost as easily in addition, this is our policy in handling any client concerns (with reasonable people) in order to keep them as a client, get a second chance, and go above and beyond their expectations in how a complaint should be handled and I know this policy is followed without a doubt.
Now honestly if a client is beyond what we deem reasonable, and really that would be anyone we would be considering calling security on, we will not follow this procedure and attempt to keep them as a client. This is because a person with this temperment is not someone we want back in the salon..sometimes it's not worth it.
Since I do not know this clients full name, in order to look up her history in our system, I cannot dispute her length of patronage, although I do question everything she has said, knowing that a majority is incorrect.
Our redo time period is 14 days, not 10, and if for some reason a client could not come in within that time frame we would extend it, as long as the request was within that time period. A client coordinator would never say "why would you care?" or anything like that.
Elle would not continue to color someones hair dark after they continually said it was too dark, and the likelyhood of having 2 horrible experiences in 1 day...especially after being a happy client for 2 years....and acting this way is very suspicious, 1. statistically alone 2. the extent of the unhappiness and the language expressed in the complaint is that of a seemingly unreasonable person.
A person so completly unhappy with their hair and the way they look would, I feel I can "reasonably" say, would NOT want to wait until their hair "grew out" to have it redone. I mean this is implying months, even years of living with hair that is so bad that one would cancel pictures of themselves and vow never to return to the business responsible.
Now tipping would NEVER come up if a person just stated that they didn't even want to pay for their service and really a client coordinator could care less about a tip to a stylist not being paid, and I do not recall in the letter this person stating that ANYTHING was said by the client coordinator about the tip, just that she had attitude because of it.
It is IMPOSSIBLE to cut hair with wax removal and leave "stuble" it is physically impossible to just "break the hair"...period.
I would like to close by saying that we DOUBLED our size in our second year (2003) of being open, and we are the largest salon and day spa in Arizona. We are currently adding additional locations which are almost twice the size as is, due to demand, and we are featured in our industries #1 trade magazine as one of the fastest growing salons in the world and we have been chosen as one of the "Top 22 Salons of the Year" in a national contest as well. I would venture to say all of our success is due to customer satisfaction and referrals, as any business would say.. and we do no advertising. I feel confident that this person has made a good choice in not returning to Dolce because we are not a good fit, I hope she finds a salon that is.