please help need advice

dove123extra

went to a very upmarket salon last week and to my horror discovered when i got home that a expensive top i had just bought had been ruined while in the salon to be exact peroxide bleach had been dropped all over the back of my top.upon phoning the salon the lady said that it was down to the customer to make sure all robes,gowns and towels where placed on properly and nothing can be done which to me i find that astonishing as im the customer paying for the service,after telling family members they to couldnt believe what they said so another phone call was made to the salon which resulted on the lady slamming the phone down very pleasant i thought.i have now sent them 3 e-mails which ive had no reply and now im not sure as what to do next,surely a top class salon which attracts a very high standard of clientele shouldnt be acting in this manner.do i have any rights asking them to replace my expensive top or are the salon within their rights to ignore the complaint

FelinePrincess

I would go in - top in hand, and demand to speak to the manager, I'd do this during a busy time and quite loudly so their other customers will hear. I would demand they pay to replace the top and apologise to you, and insist if they don't you will take it further (not sure what would be next but I'm sure someone would advise). Is it an independent salon or a chain? I don't think any salon should ignore your complaints, even if they are not liable to pay they should at least apologise and offer a free treatment at the very least.

Hope you get it sorted

dove123extra

thanks for the reply i was thinking in the same bracket as yourself.its a very well known salon and as i payed £95 for the service i think its shocking the response ive had from them.i wonder if i was one of their more famous and well known clients how they would respond i bet a whole lot different

SandraBradley

If they refuse to engage with you and don't put it right, you can do an online small claims court action. It will cost about £30 to take it but if everything you are saying here is correct then I can't see how they would win.

lostinrates

I think this is dreadful. I'd be upset. BUT I always make sure I wear something I won't cry about or take an alternative top if I'm going while out, to help the stylist out as accidents happen.

Do you have the receipt for the top? If its still ''this season'' can you get evidence of the price paid to support the argument?

kazwookie

Local newspaper and radio might be interested ...

stargirl90

Yep, take it to the local media, or at least threaten them with it, they won't be too happy at that prospect! A bit of bad publicity can spread like absolute wildfire. I find it astonishing that they have put the blame on you as the customer, very unprofessional!

dove123extra

yep i have the receipt although on my credit card bill as the item was bought online from the ralph lauren store and it wasnt cheap.the upsetting thing is ive been going to the salon for many a years and im rather chatty to a few of the staff.but for them to put the blame on me is shocking ive payed top dollar for a service which should reflect the price.and the response from them has made me rather angry as they are deflecting any sort of blame.i should probably go to the salon with the top and demand some sort of compensation.if they offer a free treatment i dont know if i would accept as i now wouldnt feel comfortable going back there

sunshine_1988

This is awful. Id go in and try one last time, if they dont give you anything say you will go to your local paper..the threat of that should make them give you something!
Hope you get it sorted.

FelinePrincess

dove123extra wrote: »

yep i have the receipt although on my credit card bill as the item was bought online from the ralph lauren store and it wasnt cheap.the upsetting thing is ive been going to the salon for many a years and im rather chatty to a few of the staff.but for them to put the blame on me is shocking ive payed top dollar for a service which should reflect the price.and the response from them has made me rather angry as they are deflecting any sort of blame.i should probably go to the salon with the top and demand some sort of compensation.if they offer a free treatment i dont know if i would accept as i now wouldnt feel comfortable going back there

I presumed when I read your first post that it had been the first time you'd visited the salon, knowning that you were a regular customer there makes the whole thing even more shocking! After how they have treated you I wouldn't have another treatment there either. Keep us updated with what happens, I hope they realise the error of their ways and pay for your top and give you a nice bunch of flowers.

Poppy9

My DD had her hair highlighted in her regular salon and when she came home I noticed her school sweatshirt had a pale ring where water/peroixde had seeped down. I didn't ask the salon to refund the cost of the sweatshirt (it costs £15) but the next time she went I did mention to them what happened and that if it happened again I would expect to be reimbursed. They were very apologetic and it didn't happen again.

There is always a risk to clothing I feel when having a colour in hair dressers so I normally wear older clothes so a bit mad with myself that I didn't make sure DD had old sweatshirt on not brand new one!

I think the way the salon handled your complaint is appalling and they have not only lost a customer but no doubt others as you spread the word about poor customer service. Not good business sense.