Sanrizz, Guildford

I can' quite believe that you are talking about the same thing.

_ Firstly, I explained to you on so many occasions that we had the treatment just before going on holiday (which your staff knew). My sister and I spoke to eachother the first time we washed our hair as we both said the treatment hadn't worked. We went on holiday the next morning so had no way of coming into the salon. On our return 3 weeks later we phoned the salon the week we were back and we were unable to get an appointment until the following week.

The treatment is supposed to last a minimum of 3 months so it should still be able to assess it only 5 weeks later anyway!

It is absolutely untrue that I asked for a refund over the phone. We had already been in to see your deputy manager and she had said that she "fully understood " what we meant. She completely reversed this when we were told to come in for the second time , it was so obvious she had been told by you what to say.

We did not want a repeat treatment as it had made our hair go a funny colour and our usual hairdresser had told us not to have anything more put on it by you. I even suggested that we were refunded half the money to show good will (which my friends thought I was mad for doing). So yet again you have not told the truth.

I think the most upsetting thing is you accusing us of shouting and swearing at the staff. We never once raised our voices or swore at any of your staff. We are both mothers in our 40's who work in caring professions and have never sworn or shouted at anyone. Your staff agreed that we had never sworn or shouted at them but are clearly frightened of you. I thought Sanrizz was a reputable company and cannot believe they would employ someone like you who is willing to lie like that because you know we have a valid case.

You have never even met us or seen our hair which is unbelievable.

I am being treated for a serious illness and this was supposed to be a treat for us. £400 is a lot of money. I have never been treated like this and you have caused us so much distress at such a difficult time. I do not which to have any further correspondence with you and will not be reading anything else you write .

Thank you for your comments, we value all feedback positive and negative. It greatly concerns us when we do not meet expectations of any client.

Firstly we would like to point out that we were not contacted until over 5 weeks after this service was performed on your hair. It is customary that if a client is not satisfied with any service that they contact us as soon as possible and give us an opportunity to look at the hair. If a straightening treatment has not worked then it would be quite apparent the first time you wash your hair and so it is concerning that it took 5 weeks to report this problem. Our focus is to deliver customer satisfaction and this can only been done when we are given the opportunity to examine the problem and suggest the best solution.

When you initially contacted us you requested for a refund over the phone without us being able to look at your hair which is not our policy. The manager showed every courtesy and despite the time that had lapsed since the original appointment invited you and your sister back into the salon for a complimentary wash and blow-dry giving us the opportunity to see the hair and resolve any issues.

However on the day you returned to the salon you were aggressive towards our staff and used bad language and very hesitant in letting us wash and style your hair, stating you could not see the point and accused the salon team of being biased and not dealing with them fairly. After 45 minutes of speaking with the stylists and again with the Manager on the phone all of whom explained that if the treatment had not worked we would look at either repeating the service or offer other satisfactory alternatives, by now we had run out of time and had other clients booked in. We did at this stage offer you the opportunity to return slightly later in the day, however on leaving your aggressive behavior and swearing led to our clients in the salon and our team feeling very upset and uncomfortable, therefore leading us to the decision that we could no longer deal with you. We are courteous and professional with everyone and expect courtesy and calmness in return. It makes the situation impossible when you shout scream and swear at our team.