Bad and poor customer service by Bionic Hair Studio Monte Vista

Item: Bionic Hair Studio
Rating: 1
Author: Linda Afrika-Peters

From: ********** />Date: Mon, 20 Jun 2016 08:41:55 To: ********** />Reply-To: ********** />Subject: Re: Brazillian Treatment- Bionic Monte Vista Good day I hope you are doing well. I'm writing this email with great disappointment and great sadness. I visited your salon on 15 June 2016 and had an appointment for 9h00. It was a gift from my husband as my birthday was 16 June 2016. I met two of your staff inside Edgars Canal Walk when I stopped to ask for a pamphlet from one of the girls and Le wayne (If I spell his name correctly). Approached me and my friend to try and have us buy a voucher and explained the treatments and maintenance to us. I told him that I have been very hesitant to do the Brazilian treatment for the past 5yrs now as my friend that was with me at that stage was so disappointed after her treatment. And she discouraged me! And that she complained about the amount of money she had to spent on shampoos and products to maintain her treatment. And that the texture of her hair changed. But Le wayne reassured me that your brazilian is not the same and that you are having specials and promotions and it will not cost me a lot on products as you have shampoos and conditioner's on sale at the moment. (Even when I called a few days before my appointment to confirm my time, I asked again and confirmed again that you have a lot of promotions on your hair products now) So I went back to my husband and told him about my encounter with your staff and that I am finally going to have the treatment done after him wanting me to do it for myself for years now. So I called and made the booking. Upon my arrival I was met with three people including Le wayne at the counter. They were busy talking and first finished their discussion/conversation. Then they just looked at me. Not asking if they can help. So I started speaking and said who I am and what treatment I am here for and for what time my appointment was. One of the girls then told me to have a seat next to the counter. And I sat there until 9:46. Nobody offering me coffee or anything or explaining to me as to why I had to wait so long before being attended to! Yet I had an appointment. Then at 9:49 I heard someone calling Linda and I got up and was told to have a seat at the washing basins. Where my hair was washed and I was then told to have a seat on the chair by the mirrors. Where I sat for over 5min and someone walked over to me, plugged in her dryer and hand dried my hair with a hair-dryer and then pulled out her dryer plug and left. Never saying anything to me. And there I sat with hand dried hair. Then after 3minutes of just sitting there a lady walked up to me and asked to confirm if I'm doing the brazilian? And if I have done it before? She then explained to me what's going to be happening. She was the first and last person that smiled and actually spoke to ME! I later saw her twin sister there in the salon as well. Then I sat there for 5min again. Then a girl came and told me she will be with me now. Then again almost 5min later she came with a stand and started putting on a treatment on me hair. She then kept on asking what exactly did Le wayne explain about the treatment cause customers has different expectations of what the treatment does. And she kept on saying that I must just bear in mind that the treatment will not make your hair straight. But just take out most of the frizz in my hair. I asked her but why did the brazilian others did make there hair straight and did indeed changed the texture of their hair. She responded it might be because they still did the old Brazilian that costed R499 but you guys don't do it due to the "smoke and smell" it causes. I joked and said please just don't let me relaxing and flat ironing my hair look better then my hair after the Brazilian treatment! Cause from the sound of Le Wayne's explanation in Edgars this is definitely a better option for me then relaxing my hair. And she said none of your customers ever came back unhappy. I had to ask her about the procedure and about how the treatment will be done. Cause didn't explain anything or put me at ease. I had to ask everything. She finished to put on the treatment and brushed it in my hair and then started to blow dry it and then another girl just started to work on my hair as well. And then they started to flat iron. Whilst taking big pieces of hair at a time. Like they would when I come for a wash and blow dry. I asked how many people work on a person's head and one of them answered up to four of them. I then asked aren't they suppose to take smaller pieces of hair at a time and nobody answered me. They just kept on flat ironing. Then my hair was washed off. And some conditioner or treatment was placed on my hair and I was laying with my head in the basin and the girl just walked away. Yet, the lady next to me was told by the person washing her hair that she can sit up straight to keep the product on for a bit. I just sat up straight after I felt she was done washing or putting on the treatment. And saw her walking away. Then after a while she just came back and I assumed I had to tilt my head back into the basin to be rinsed off. Still not saying anything. Then I was back at the mirror again. And she started to blow dry my hair. She hand dried a part of my hair and told me to see how the frizz is less now. She blow dried and flat ironed my hair. I had to tell her how I wear my hair usually cause she never even asked how I blow or wear my hair. When my hair was done I was very impressed with how well she blowed and flat ironed my hair. I had to ask her about maintenance after today as the lady that spoke to me earlier said the most important thing was the type of shampoo I had to use. She just said they have a twin pack shampoo and conditioner for R550 on promotion. I said but Le wayne told me in Edgars the shampoo is affordable and that you are having promotions now. She just said she don't know. So I stopped asking. And got up from the chair to go and pay. At the counter Le wayne was busy on a computer or ipad or tablet but he didn't look up and I just stood there and told myself "really does this **** service never end" and is this how they treat their clients or is it just me? He eventually looked up didn't ask if I'm happy with the end result he just rumbled off some promotions your salon is having. When I said no thank you it's fine he smiled and said well that's fine with me cause if you come back for your brazilian I will make more money off you as I will get R599 out of you for your next Brazilian. I just gave him my card and asked for another appointment for wash and blow. Cause I was happy with how she blow dried and flat ironed my hair. As I haven't found a salon since I relocated back from Pretoria in January. I paid and left the salon. I then left to fetch my husband at the airport and when he saw me the first thing he said was.. So you didn't go for your hair? Why didn't you go and do the treatment? It was your birthday present. And you were so excited that you finally found a salon that can do the Brazilian treatment that you want. I didn't respond. As we were leaving the airport I turned to him and said " Well, I actually did go and he said but it looks like you just relaxed your hair today...I just wanted you to sit back, relax and have someone else do your hair for a change. Which made me very sad cause I never wanted to do the treatment due to the price and also cause I didn't want to be disappointed. The sadder part for me was that while I was in the salon I observed how other clients was treated and how the staff interacted with the other clients I wasn't observing any of them getting the treatment I got. And the only conclusion I could make was... I had to wear make up today before I came here and that I had to do my hair before I came so they can see what my looks like. And I had to put a whole outfit together to come and have my hair done. Cause it felt like they looked at me and thought I can't really afford to go to your salon and that I should've gone to a salon in Elsies River or somewhere else... I felt very offended! Cause the feeling I got was ..ag she doesn't know the treatment and doesn't look like she can afford to go to our salon and that she will be happy with whatever the outcome is, so we don't have to take our time with her hair. As they were RUSHING through all the steps!!! And since the treatment my hair's texture is different. It's difficult to comb. I honestly wished I was happy with the result. But I am not! And I blame myself for also having this huge expectation of what the results will be and from what I saw from other people's hair after having the Brazilian treatment done. I was sold on doing the treatment after speaking to Le wayne in Edgars and also when I saw your salon. Cause I was looking for a salon as well in my area since moving here from Pretoria. As I live in Goodwood. I wanted to book facial treatments as I got these blemishes in my face after being pregnant with both my daughter's. But was so despondent after the treatment and service I received. I will not recommend your salon to anyone after I told all my friends about this awesome new Brazilian your staff spoke about. I wish I never had the treatment done, cause I got the same result as me relaxing and flat ironing my hair. How is that possible? I do however feel that if they had taking their time and took smaller pieces of hair at a time I would have had a better result. Yet with other's that did their Brazilian treatment there was a huge and clearly visible difference in their hair and texture of their hair. I didn't tell anyone I had the Brazilian done and nobody that I met over my birthday or till now commented over my hair as they are use to my hair looking the way it did. I'm sad and disappointed. And those are not the emotions I ever thought I will have after my appointment

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