Complaint Review: gennalyn fernando

Gen Fernando came to our salon on Saturday, October 7th, with no previous appointment. She called and expressed her desire to get her hair done right away, even though I informed her that we were busy and suggested scheduling for the following week. However, she insisted on having her hair done that moment, so I rearranged a couple of appointments to accommodate her.

She brought her child along. Gen has long, thick hair, and she specified to the stylist that she wanted highlights all blonde, beginning not from the roots but as a balayage for a longer-lasting effect. The stylist followed her instructions, performing full highlights and toning. Despite the initial condition of her hair, the stylist managed to create a beautiful result.

During the highlighting process, the stylist advised Gen not to move excessively due to her long and thick hair. However, she was also babysitting her child, leading to some movements. There was a minor issue with brightness at the roots in the back of the hair, which the stylist took care of while Gen was still at the salon. Gen followed us on Instagram and shared pictures of her new hair.

Subsequently, after 45 days, Gen contacted us expressing a desire for lighter roots. I provided her with our availability, and when she inquired about the cost, I quoted $200. She found it expensive and requested a discount. The stylist agreed to $150, and we booked her appointment. Gen wanted to have it done sooner, but due to our schedule, I suggested she return in ten days. Unfortunately, she seemed dissatisfied with our response and left a negative review on Yelp, possibly seeking a free service.

To address her review, we attached videos and pictures showcasing our work on her hair, along with text messages exchanged between us. We plan to share this on various social media platforms worldwide.

Upon researching Gen's background, we discovered multiple lawsuits against dealerships, individuals, and companies. It appears she might have a history of such issues.

I extend my apologies to my staff for having to deal with such a challenging individual. Gen is accountable for her social media comment, and should she choose to retract it, the decision is hers to make.