What Would You Do: Do You Give Refunds?

Should I Refund My Clients’ Money If They Hate The Hair THEY Asked For?

It happens to everyone…Your client wants a drastic change, but they HATE the results they’ve asked for. What do you do to fix the situation and avoid getting a bad review online? One of our BTC fam is looking for advice on how she can navigate this unwanted, but common issue in the salon with her reputation intact. Keep scrolling to see what you guys had to say!

“*Said in an Oprah voice.* ‘YOU GET A REFUND! YOU GET A REFUND!!! EVERYONE GETS A REFUND!!!’ WAIT, WHAT??? Okay, so every now and then everyone gets those clients who want their money back. Maybe because they’ve asked for a cut or a color and ended up not liking it? Do you give the money back so they don’t write a bad review? Or, don’t give the money back and live with a bad review? I just hate when this happens, because it’s not our fault that we gave them exactly what they wanted and they ended up not liking it. WHAT WOULD YOU DO GUYS??”

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I’d Give Them A Refund

“Me: Sure, I will refund your money, but lets go back to the shampoo bowl first. Them: Whyyyyyy??? Me: I don’t want you walking around with this ‘terrible look’. Let’s rinse it out. 😊” –@ilovehairbynina

“If I messed up, I’ll give back the money. If it was exactly what they showed me, too bad so sad.” –@badashe_hair

“I give the whole refund or half. It’s honestly not worth the headache. I’d wash my hands with ‘em.” –@himeleigh

“Give them their money and then don’t book them again. Get the negativity out!” –@mrs.mattwildaddy

No Refunds, Sorry

“No refunds. I hate to say it and I could be wrong, but I feel a lot of time in these situations someone is potentially trying to get something for free. Hold your ground.” –@joselyn_raelene

“You do not give back the money. A wise woman once told me, ‘Hair is a tangible item that cannot be returned. You offer adjustments rather than refunds.’ @hairbylyslord 🖤Time and product went into creating that hair. I had this situation happen not too long ago. Our consultation was very clear and her hair ended up EXACTLY how I said it would and what we decided on and she tried to get a refund. I stood my ground and did not give in. At the end of the day she was never looking for me to do it, she wanted free hair and would make a big stink just to get back her money. Buyers remorse, it doesn’t work like that. I’ve seen her rants online and her new stylist putting me down on social media. I just giggle. It hasn’t affected my business one bit. My clients know the kind of person I am. 💜” –@nc_artistry

“I have a sign at the salon that says no refunds.” –@ladyddiana

“I wouldn’t give the money back because I know I do very detailed consultations. At the end the style is free. My time costs more than that and that’s what we can’t get back.” –@wakepretty

“When someone gets exactly what they’ve asked for and then they don’t like it, I do not do a refund or a do over because their indecision and distaste is not my problem. If I make a mistake, then it’s my obligation to fix it and correct it to the clients satisfaction. Usually during the consultation I’ll try to talk them out of something and sometimes they’ll listen and sometimes they don’t. Again, not my problem and no money back. –@guysgirl99

I Don’t Do Refunds, But…

“I don’t give a refund, but I do offer a fix it if it’s a quick change like a glaze or she just wants it a bit shorter, and if it’s within the same week that she decides she hates it. It doesn’t take four shampoos and a half inch of roots to decide you don’t like something. We all make mistakes and I rather keep an honest, happy customer, because you did them a solid when it was ultimately their fault. They will be loyal for life.” –@haircolorkilla

“No! At the end of the day you did your job! If they don’t like it, it’s not our fault as hair designers. But, what I do is re-color their hair and charge them yet again, BUT I give them a discount the second time. No way will they get their money back for me giving them what they want. –@smg_expyonce

“You put your time and effort into giving them what they want. Keep the money. Instead of a refund, offer them to come back and try a new style without charge. You want the client to be happy, and even though it’s more work for you, there’s a chance they might come back and trust you more after finding their desired style. But if it’s a routine for them to get free color and cuts, don’t provide services.” –@maffl3s

Here’s How To Spot A Troublesome Client

“Sometimes as soon as they walk through the door you can smell the outcome, because of the way they start a conversation. ‘I’ve never been happy before. I always hate my hair, etc.’ It’s almost not worth it. You mean to tell me in ALL your years not one person made you happy? Then maybe its YOU. It’s not worth it in my opinion. If it starts out like that, I can almost bet 100 percent of the time it ends up BAD.” –@christinaruby69

“CONSULTATIONS AND GUT FEELINGS ARE EVERYTHING!👏🏼” –@xo.farhana.balayage

“This is a good example of why it’s not a bad idea to do a little vetting of new clients on the books—as much as possible.” –@seespree

“Do a consultation card. You write out exactly what you’re going to do. Refer to pictures and have the client sign it. Cover your butt from the crazies.” –@alexasjeeplife

Remember This

“You’re the professional! It’s our job to encourage more flattering looks. This comes with experience, of course. If you have a bad feeling about what a client wants, trust your gut!” –@chrisjones_hair

“Sadly in this business you deal with all kinds. The good, the bad and the ugly. One person can really make you question everything. At the end of the day you just have to know you did your best, you listened and you tried to give them exactly what they wanted with the tools you had.” –@dudleyrow11

“I think most of these people have extremely unrealistic expectations. They want seven hours of work for $150. It’s truly becoming insane the pressure some people bestow on their stylist!” –@miss.kitti.kat

“I always tell the new stylists: ‘You have to listen to what the client says, then turn it into what they mean. Always do their hair as if it was your own.’ So if they have a terrible idea, be tactful, have an honest conversation and suggest a flattering compromise. –@ultabeautymasterstylist