Terry
San Antonio,#2REBUTTAL Owner of company
Tue, October 12, 2004
Mary had received hair color from our salon and was unhappy with the results. We insure client satisfaction and a manager did indeed let her know that we would be happy to correct the matter at no additional cost. Mary requested no payment until she was satisfied. Where as our policy is payment is due at time of service rendered, we allowed Mary to leave that day and return the following week to pay for services upon satisfaction. Mary was not an existing client of ours and we had no prior relationship with her, so by allowing her to leave without payment we took a business risk. Mary called the day of her next appointment and asked about payment to redo her color. The receptionist informed her that we don't charge for redo color, not knowing Mary had not paid for her service the first time. Upon Mary's arrival the owner herself spoke to Mary and apologized for the inconvenience. She assured Mary that she would only be charged for the initial service and not charged for any additional color that needed to be done. Mary then spoke to the owner about her conversation with the receptionist. The owner then informed Mary that had she paid for the first service, as our policy states, she would not be paying that day. With the completion of her appointment Mary told the owner that she was very pleased with her hair color and inquired about hair products. (This act was all recorded on our front desk surveillance camera.) In our business, inquiries about product shows trust and satisfaction with the service received. Again, The Day Spa @ Folawn's does guarantee guest satisfaction. We apologize for any inconvenience this may have caused Mary.