Mel L

Worst customer service by Co-manager.

I am shocked at the lack of professionalism of Rashaad Jeffrey, co-manager of Hilome's Stunningly Grateful Hilome's Stunningly Grateful in Centurion. -Note that they have blocked me from their Facebook page after my visit today- which says a lot. I was booked on the 14th December, and had my hair done by a lovely lady and good stylist. I was however not happy with some streaking and blotchiness in the blending she had done. I requested a week and a half after my initial appointment that I may have a refund or another resolution to the problem- I took some time before sending the query since I wanted to wear it in my own style for a while at home before I was 100% that I was not happy, since I do not like to complain. I was contacted by the co-manager Rashaad on the 27th of Dec '21 who phoned me to discuss the issue. He agreed that the quality of the work done was not up to standard and asked if he could book a re-do for me to which I agreed. I went in on the 28th of December at 9am as agreed, met with the stylist again who did my hair the 1st time. We discussed what needed to be done where after she started to lighten my hair again so that she could properly blend the problem areas. A few minutes after my head was full of bleach, Rashaad came in and sat by us. He started talking about the technique i requested and also showed me a video of how to apply the balayage technique (which is of no concern to me as the client). He also said that they would only correct the faulty blending (which would require only 10 ml of bleach) not the lightening as was already being done. As I sat there with a head full of bleach, Rashaad posed the qusstion: "Who is going to pay for this full head of bleach? Is it coming from my pockets? The two of you (referring to me and the stylist) must talk and discuss who will pay for this." Note that the stylist was not briefed by management beforehand as to how they wanted her to correct the issue. I felt so uncomfortable at this stage that I got ready to leave. Rashaad's demeanor was so terrible that he made me feel in the wrong. He discouraged me from leaving due to the possible bleach damage to my hair. I told him I had understood from our communication that he would book a full re-do. I also said IT WAS NOT MY RESPONSIBILITY TO HAVE BRIEFED HIS STYLIST ON EXACT SPECIFICS OF HOW MANY MILLILITERS OF BLEACH WOULD BE USED FOR THE REDO, IT WAS HIS RESPONSIBILITY. He replied that he never said he would book a full bleach and shadow root color and their calls are recorded so he can revisit the call. I welcomed this as I knew what was discussed. He left after this and a few minutes later I forwarded the booking confirmation message he sent me the previous day: Dear Mel**** L*****. You have booked Re-do of Balayage Highlights, Shadow root and re-colour at no cost to client.. Thank you , Hilome's I sent him this on his number and yes, a few minutes later he came to me again, saying "myself and Hilome have now decided, for the sake of the business, to give you the full deal, full redo, everything." To this I responded that that was not the main issue any longer. The issue now was that he had approached me with a poor attitude, saying "who is going to pay for this?!"  even though the booking message and the email clearly stated that they would cover it! I found this highly unprofessional and to top it off, Rashaad was unapologetic when I pointed out that the error lay with him. He should have taken his staff member aside and said 'this is the exactly plan for this re-do, please do exactly this and specifically not that" I am shocked at his attitude. His last words to me were "great! Keep your opinion. I have said what I had to say!" If it weren't for his lack of professionalism when it comes to customer service, I would have happily returned again many times in future as the end result of work on my hair is excellent.