The worst experience I have ever had…
The worst experience I have ever had with a salon. I took my wife to the Luk Salon at Noon. She wanted her hair to be colored blonde. Three hours later, Andi L completed the process and her hair was brown. The job done was nice, however, my wife does not care for brown hair, she wanted blonde. This was not a "light brown", it was brown. We departed and I called the manager back, Jordan S. Jordan asked us to return to try and fix the problem. We returned and the process was again completed. It was now about 5:40pm. Her hair was now a very nice reddish/strawberry light brown color. Andi did a very good job again, however, this is not what she ordered. She was pretty upset and asked the manager, Jordan S, for a refund of the $265.00 we had paid earlier. Jordan said she would pass this issue on up to the owner. The owner, Jennifer M, later texted me and I sent her the pictures of the outcome of each visit and also a picture of the original color we were expecting to leave with. Jennifer sent me back two pictures of what she said was the completed service. One was very light colored and was not even close to what my wife had departed with on either visit that day. The color was so completely different, I didn't even recognize the person. It was in fact my wife, but the color of the hair was not accurate. The other picture was a close up shot of the hair and it was in fact a deep brown color. This picture I did recognize. I cannot explain why the first picture was not accurate. On the text completion, Jennifer instructed us to return the following day at about noon to discuss the refund. Next day, we came back to the business for the third time. We were not there even 30 seconds, and as my wife was explaining, Jennifer interrupted her and advised her "the service you received was absolutely beautiful and I'm not refunding you anything". My wife tried to plead her case and Jennifer said in a louder voice, "look, I'm not refunding you anything". This rudeness did set my wife off and she was pretty angry and verbally let her know how upset she was. I saw how Jennifer was coming around the counter towards my wife and I stepped in between them, I said Let's Leave Now to my wife, and moved my wife out the exit door. Jennifer, this is not how you deescalate a heated argument between you and a customer. Wow is all I could say. Jennifer, if you interview a house painter for a job, and you want your house painted a certain color, and when completed, the color is something totally different. You would not want to pay for the service. The service in this case was beautiful, yes Jennifer, both times. It is just not what my wife ordered. If you want a service that may be completed with the end result being beautiful, just not what you wanted at all, and with no recourse or resolution, and be treated with rudeness and disrespect when you complain, then I would recommend this salon. In reflection, my wife would rather not have lost her temper verbally with Jennifer. Also, it would have been better had Jennifer not exited her business behind us with her catty remarks. This salon has all the bells and whistles and looks really upscale in a very nice shopping environment. It is a little out of the way. But that is as far as the "plus" side goes. The management has a lot to learn about how to treat challenging customers and their needs. The owner does just fine with customers that do not complain. However, if the customer has a complaint about the service, Jennifer takes offence, interrupts the customer, is rude, and openly attempts to escalate responses from an angry customer. I encourage any potential clients to steer clear from this business for obvious reasons. With the way she responded to my wife, Jennifer may be better suited for her oilfield equipment business in Elk City or the Florida business she claims she is the VP of Leasing at. I understand customer service, I've done it all my working career. This was not a preferred method.
By jp K.