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| - I purchased One Haircut, Style, and Full Highlights. However, a partial highlight was done as opposed to full highlights. In the end, the color turned out too dark even it was similar to my original color. I was told that they need to use beaching to lighter the color and I did not want that. I was told that I could come any time to get my hair fixed and it would be a complementary service. Additionally, they told that it should be at least one month to color my hair again. Then, they scheduled my next coloring (Friday) one month later and the hair cut that I had already paid by Groupon (Saturday). I also paid an upcharge fee for the haircut on that day. I went Toni&Guy one-month later to have "a complimentary" full highlights. After my full highlights were done, they again asked the upcharge fee for the hair cut although two people said that they made a note on their system. I was scheduled for a haircut for the next day. The next day, I received a phone call saying that I needed to purchase one more Groupon because I had a partial highlight before. I told them what happened and he told me that it was a misunderstanding and I needed to have the complimentary service within two weeks. I again told him that it wasn't me who decided the scheduling, which was based on the time needed for the next coloring, which was suggested by the hair color specialist. While I was trying to explain the situation, he kept telling me I needed to purchase another Groupon. I told him that this situation didn't happen because of me and I was misinformed. If I knew I needed to buy another Groupon, I could just use my hair cut service later. After he had repeated couple times that I needed to purchase another Groupon, I told him I don't want to use their service anymore, and I was very unhappy about this situation, he talked with his manager and told me I should pay $39 for conditioning. I told him that it wasn't about the money that they are asking me to pay, it was about the treatment that I received related to this experience. I told him I do not want to use their service anymore, will not come for the hair cut that already paid, and cut the money that they are asking for.
I should add that nothing is personal, but I was very disappointed and unhappy about this situation. I think Toni&Guy need to have a better policy and communication between their staff (and with customers) to handle these kinds of situations to provide better services.
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