Response from TONI&GUY Kingston Upon Thames
Hello Kiran,
I’m sorry to hear you are still disappointed with the colour service that you had with us.
On your first visit to us you had come from another salon that had taken your hair very dark, your goal was to get your hair as blonde as possible. It was explained to you that going from a very dark brown to a blond would be a process and would not be achievable on a single application, especially as your hair was already so damaged.
During your colour service we had to apply a toner to your hair to neutralise warmth, but you were keen that this toner not be too dark as you wanted to be as light as possible. The toner applied although light left your hair a little too warm for your liking and you wanted to be a bit more ash blonde. It was explained that this was not possible unless a bleach was used which we recommended against as your hair was in a bad condition and needed time to repair. The only option to remove the warmth was to take it slightly darker which we were happy to do on the day but you weren’t keen to do. In light of this you chose not to have the darker toner and went home.
After a day or two you called to say that you felt it was in-fact too warm to live with so we invited you back for a redo.
On arrival to your redo appointment the same options were given to either accept the warmth and remain as light as possible as this was your ultimate goal or to tone the hair to a cooler shade, but this would in turn make your hair slightly darker. You opted to tone your hair darker to remove the warmth.
After this appointment you went home and then some time later contacted me to ask for a full refund because you now felt your hair was too dark and you weren’t happy with it.
At no time were we at all vague about the outcomes you could expect, I even blocked out time in my day so I was available to join the colourist during the consultation process to ensure all the information was given in a clear way.
I’m disappointed that you felt the salon was rude as you were perfectly polite and amenable on all of your visits so gave us no cause to be rude or defensive. You appeared to be laughing and joking with the staff and left the salon on both occasions smiling.
Furthermore I am not surprised that your colour is greatly improved from your recent visit to another salon. I would expect it to improve with each visit as going from near black to blonde can never be achieved in so few salon visits, but subsequent processing on your hair would get lighter and lighter results each time.
We wish you all the luck with your hair in the future but would remind you that some things are just not achievable over night.
Kind regards
Toni and Guy Kingston
