Post # 1
So I got married a little while back and I had my hair done at Ulta for my bridal photos. I didn’t have my normal hair dresser because we got the photos done in my husbands home town but I figured ulta is fairly reputable and would probably do a good job…….WRONG!
The lady asked me what time I needed to leave. We agreed on a set amont of time. I asked for this hair.
Doesn’t look too tough right? I guess it was harder than I thought because it turned into an absolutely rediculous mess. take how bad you are thinking and times it by 6 and add some seroius poof. Finally we decided to take it out and just do curls because I was out of time and it was not getting any better. Somehow even curls didn’t work out……So over 50 dollars later I walked out of the salon more than an hour late with my hair half curled half flat and sprayed to death. I was so dissapointed but told myself it wasn’t as bad as I thought. Well….I got the photos back and, it was. I payed a lot for the photos and they look horrible because of the hair. I am so dissapointed. So here is the moral dilemma part….
I called Ulta shortly after it happened, and they said the best they could do was to give me a credit in their location specific salon for the same amount they charged me. I wasn’t too satisfied with this but kinda brushed it off, but then when i got the photos and realized how horrible it was I emailed them a photo, and after talking to other people i felt like I should get the money back rather than have salon credit at a place that I a- do not live near, and b- do not ever care to go back to. I called the salon manager to tell him that I thought a refund would be more acceptaable and he was so rude with me. He told me that he could not believe that I felt that it was moral to ask for money back on a service. Is it? I did not get the service I wanted. I had photo evidence it turned out horrible ( even they could see that), and I was unhappy and do not live near their salon.
I am bothered that he was so rude on the phone and even dared tell me that to ask for a refund was “immoral”. I understand that sometimes if someone does a bad job, you go in later that week and have them fix your hair, but with my photos there wasn’t really a second chance so this didn’t work out. What do all of you think? Is it wrong that i asked for my $50 back? I am so bothered that he was just so RUDE. How would you ladies (or gentlemen) have handled it?
Post # 3
I dont think he knows what the word “moral” means.
Post # 4
I’d go to corporate and file a complaint. See if there is a higher up you can talk to. I’m sure they would not be happy to know that management is driving away business (particularly a BRIDE who will likely tell everyone she had a horrible experience) and didn’t want to make the problem right.
Post # 5
@ohmybears48: Yup, I’m thinking the same thing.
How bad is it OP? Could you show us a picture? I can see the guy being upset if your hair looked fine, but it sounds like the whole thing was a nightmare.
Post # 6
Ha ha that is what I thought. He proceded to tell me how if painters painted a house and someone was unhappy with it they have to let the painters fix it, and that to ask for the money back would just be morally wrong. I said I felt like if they made a big mess of my walls I would get my money back and get new painters ha
Post # 7
Oh dear, it’s a sad state of affairs to me that customer service is slowly dying…I’m sorry.
When it comes to this type of thing, actually anything bridal, a trial is best practice, since personal taste and expectations can vary so much. But, that isn’t what happened and I agree you had very reasonable expectations from the salon, and your desired style was certainly a doable one.
You did right by calling management, management had an offer for you, but I think it was a paltry one considering the salon is so far away and already jilted you once. His rudeness is inexcusable, and I would advise him of that, I would also proceed to explain how counter intuitive his offer based on the circumstances and request a $50 gift card to Ulta instead….he may not be able to do a cash refund because of corporate rules and guidelines, but I think the gift card is a better option since you could use that and he should be able to accommodate it.
Post # 9
@annie8: Oh wow. It doesn’t look anything like the picture. It looks half done. D: I would definitely push for your money back.
Post # 10
@annie8: oh, my. i see what you mean. not only does it look nothing like the picture, it doesn’t even look completely finished.
i hope you get somewhere with upper management.
if they can only offer the credit in the end, is there any way someone else can use up that credit? fi’s family is near there, right?
Post # 11
@annie8: Is that Bountiful?
Post # 12
I don’t think that it’s immoral at all. They screwed up. You weren’t happy with the service they provided. You didn’t get what you paid for. I wound think that if they were in the least bit interested in getting more/happier customers they would have offered to give you a refund straight up.
I’m sorry that you had such a bad experience! You still look lovely in that dress, though.
Post # 13
I don’t think immoral is the word I’d choose, but I think there’s something a little off-putting about paying for the service, then asking for money back later and insisting on money after a credit was accepted. The real time you should have asked for a refund— or demanded not to pay— was when the services were rendered. By paying, you’re implying that you are satisfied. Since there are occasionally circumstances where you don’t have the time or resources (energy, documentation) to debate payment, the credit is a good happy medium, and you agreed to that. Changing your mind again gives the manager an unfavorable impression of you, and of your complaint. It discredits you. I’m not saying you’re trying to pull a scam, so don’t misinterpret that, but the impression it gives could certainly not be working in your favor, and is probably why you’re getting the unsatisfactory responses from the manager.
Post # 14
Thank you guys! You are atleast making me feel like my expectations are not rediculous. Sometimes i get worried that I am overreacting. Getting this out and having people agree with me has done wonders for my mood:) and yes! It is bountiful! have you been there?
Post # 15
fishbone- I think you make a good point. I definitely should have known what my expectations were the first time i talked to the manager. I didn;t have time the day I was in the salon to deal with it, but I do wish I had said the first time I talked to them, no I will not accept salon credit. If I had not had the photo proof I probably would have left it alone, but once I got those photos I felt like they really should have done more, but you are right, I am sure as a manager you don’t want to deal with things more than once.
Post # 16
i’m a hair stylist and have had to deal with unhappy customers before. there’s nothing wrong with asking for your money back if you’re unhappy with the service and fixing it isn’t an option. but i also feel like it’s a little late for you to be asking for a refund. normally, that’s something that should be done before you leave the salon or within a few days after the service. i’m not familiar with ulta’s salon policy, but i know some places have a 7 day “fix it” window.
a lot of people try to do stuff like this- they decide a month later that they don’t like their hair and want it fixed or their money back. sorry, it’s too late.
i know you were probably distracted with all the wedding festivities to worry about it and i definitely think you deserve your money back. i’m just looking at the situation from the salon’s point of view.
i hope you can get it straightened out 🙂