ComplaintsforPaul Mitchell the School San Diego

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date: 5/3/22 Amount paid: $84 (including tip)Service: highlights, hair trim Dispute: I went in for face framing highlights and a haircut and was charged $70 plus tip for an incomplete service. I contacted their customer service a couple days after the appointment with a picture of how the highlights did not reach the root and was told there was nothing they could do but charge me for a correction. Typically, ***** services do not charge to correct a mistake made by the stylist. However, I agreed and was not available for the initial dates they offered. They are now telling I am passed the 2 week redo period, which is the first I am hearing about this being time limited. In the initial scheduling email, I was told it would be an on-scalp lightening process and was charged accordingly. Yet this is not the service I received. Please see pics for reference.

  

  Business response

  05/24/2022

  This is from my service desk manager who was referred to by the guest:

   

  My notes for this whole situation are:
  -The guest signed a document and knew they were at a school
  -I notified them through email of the time estimate for the service, and that it might take multiple sessions for her to reach her goal
  -It was considered foil work for their initial appointment and that is what they were charged for on 5/2/22
  -When they reached out to me regarding their dissatisfaction with the service, I notified them of the redo policy price and time period to schedule within
  -After being told about the redo policy, they did not express any aversion towards it to me--everything seemed perfectly fine and they seemed to be willing to pay for the service
  -When they failed to schedule within the redo period, I accommodated them by extending the period and considering it a redo
  -Their behavior during the service as well as their unrealistic expectations upset the future professional and because of that maybe the school is not the best place for them

   

  Therefor after accommodating this guest, she continued to complain and text negative comments to friends during the service.  Our young student witnessed this rudeness and was in tears!  This guest is no longer welcome in our school!

  Customer response

  05/24/2022

  The issue is this: what I am being told I am scheduled for is not happening. This isnt a mistake on the part of the students. So please dont blame or upset them for that. 
  
  
  Yesterday, when I was having the service redone, the student I had working with me indicated that front desk was not communicating the details of the service and told me I needed to come in earlier for an on scalp service. I was scheduled at 9:30 am for what I thought was an on-scalp service and not informed by the student that I was not going to be provided this service until 6 hours into recoloring. I also want to add as evidence, that the school opens at 9:15 am, so I was scheduling early for this purpose already.
  
  
  I would like to request a partial refund of $70 so I can go to another salon (as suggested in the follow-up message) and have my hair fixed with an on-scalp service. It does not seem like the school wants to work with me on this given the tone of the messages and the continued unwillingness to fix scheduling errors. I would appreciate it if the student could keep the tip for her time. I would also like information on how I can tip the second student, if possible. 
  
  
  It was my impression that front desk is not part of the trainee portion of the school and as such needs to conduct itself accordingly. Additionally, part of this education includes customer service and clientele management. Blaming the client for front desk miscommunication not only sets a bad example, but also misrepresents the **** Mitchell brand. The vision statement on the **** Mitchell education website is: when people come first, success will follow. I dont think this can describe the customer service Ive experienced at all. In fact, quite the opposite. 
  

  

  Business response

  05/26/2022

  After completing the redo, this guest is still not satisfied, therefore, we are willing to refund the $70 for this service!  This does go against our policy, as we are a school and it is a learning environment where a waiver was signed, however, as before mentioned, we will refund the $70.

  Customer response

  05/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  The refund check for $70 can be sent to my current address at: ***********************************************************. Otherwise I am fine to come pick it up. Thank you for considering my grievance and I hope you will use it as productive feedback to improve your customer service. 

  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the **** mitchell shampoo because I want to treat myself to high end products. I always use tresemme and never really change it but I thought this brand was a reputable one. Unfortunately, their shampoo one made my hair brittle and fall out. I went to my doctor and she agreed because my diet hadn't changed, just the shampoo. I contacted them letting them know to no response. I just requested a refund.

  

  Business response

  10/29/2021

  This person has never been in our school!  We have no record of any transaction with an ***************************** and all transactions are run through our computer, thus tracking every transaction.  We do not ship product from our school and it looks like she received the product by Federal Express.  Also, the product she is mentioning, Shampoo 1, is **** Mitchell's mildest shampoos, so the accusation of that making her hair fall out seems incredulous!

  This woman is make false accusations towards our school and the **** Mitchell brand!

  Please feel free to reach out with any further questions!

   

  ***********************

  Co-Director

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩