Subject: Urgent: Unresolved Issues with Recent Service at Toscas

Dear Hellopeter

I hope this message finds you well. I am writing to express my deep frustration with the repeated issues I’ve encountered at Toscas, particularly with my last two visits. I feel compelled to share these concerns with you as I am both a loyal customer and someone who has invested in your products and services.

The most severe issue occurred with the two boxes of hair extensions I purchased from your salon. When I visited for my second-last appointment, the stylist removed the extensions from my hair, washed them, and carelessly left them on the countertop instead of the proper board. As per the training, they should have been stored properly, but they were not. The stylist hurriedly glued the extensions back into my hair without properly cleaning or preparing them, leaving the glue on and the hair unwashed. She seemed to be rushing due to another client with a hair color appointment.

I went home and, within hours, noticed that my hair felt stiff, dry, and unkempt. It was clear that no conditioner or care had been used. I immediately contacted the owner, and she assured me that it would not happen again and promised a free redo.

However, when I returned for the redo, the stylist promised to allocate 2-3 hours of her time to properly tend to my hair. I scheduled the appointment for a few weeks later, as it was my birthday. On the day of my appointment, I called to inform the salon that I would be 30 minutes late. To my surprise, the stylist told me she could not assist me because she had a very important 10 am appointment, despite my 9 am booking, which had originally been confirmed for 9 am to 12 pm. This contradicted what had been agreed upon during our previous conversation and once again left me disappointed.

This ongoing issue suggests that management has not addressed the problems raised during my initial complaint. The fact that I had to contact you directly for the salon to reach out to me again is unacceptable. I am a paying customer, and I have been investing in your services and products, which contribute to your salon’s business and staff salaries. To be treated this way is not only frustrating, but it also makes me feel disrespected and traumatized by the experience.

I sincerely hope that this issue reaches the highest level of management for immediate resolution. I expect an explanation for the poor handling of my case and a swift resolution because my special occasion—my birthday—was ruined.

Thank you for your attention to this matter, and I look forward to your prompt response.

Kind regards, Yagie ***)