Peter Mark Response
Posted: November 2, 2009 at 1:53 pm | Tags: Peter Mark, Peter Mark DublinPeter Mark Response to Peter Mark Experience blog post.
Firstly, I want to say a huge thank you to everyone who commented on the last post, and all the lovely people on Twitter who gave me huge support and encouragement last night when I first issued the post. It was so reassuring to know that people have experienced things like this before and that you understood my situation and how upset I am.
Peter Mark Head Office just rang.
I am “allowed” go in for an assessment of the cut, then they will see if they think I should get it fixed or as I requested a refund. So basically, if they think the cuts ok I get nothing, even though it’s not what I wanted! As for the colour, it’s too long ago and sure most of their clients would be getting ready to rebook in for another colour treatment, sure it’s nearly 8 weeks ago!!!
As I will never trust any member of PM’s team near me with a scissors, the only thing I would want from Peter Mark is my money back to go towards fixing my hair colour & cut at an alternative hairdressers of my choice.
To say that there was tension on the line is putting it mildly. I believe that I would never have heard from them again if it wasn’t for my blog. When I asked why my call was never returned, the subject was changed pretty rapidly.
Now, it’s decision time. Do I want to go in for an assessment with a top stylist in their Dundrum branch? Do I want to go through the humiliation of it all & possibly for nothing if they deem my cut ok, even though as the customer I am not happy.
Hmmmmmmmmm, what do you reckon ladies? I would love to hear your feedback and I will then go with the majority decision. Apart from the embarassment I have nothing to loose!!!
Mwah
The Discussion
see what everyone is saying
It’s kind of a double edged sword. You have posted that all you want is a refund to take your business else where. What PM should be doing is providing that refund straight of the bat, without any queries or requiring you to go and visit them.
However now, they probably won’t as they would just see it as you taking the money you spent with them and paying it to a competitor. Basically, not allowing them to correct their mistake.
I’m sure previously, you would have allowed them to correct their mistake for free had it been offered. Since they have not even offered that, there’s not a chance you will be going back. Nor will alot of people that read your blog by the sounds of it.
This can be compared to someone sitting in a restaurant, complaining saying their soup is cold, the chef coming down, taking your spoon, tasting it and saying “OK fine, I’ll get you another bowl”. What should happen is “Oh sorry madame”, soup is take away immediately and returned warmer. It’s the essence of good customer service.
Shame on you Peter Mark, and in a recession also!
I wouldn’t even bother, the way they’ve treated you in appalling in this day and age of recession ireland you’d think they’d be doing a lot more to keep you as a customer.
Im with Laura, you have made it very clear you were totally dissatisfied with the service and subsequent poor treatment you received they should have been on the phone first thing offering you a full refund and an apology! Why should you have to be at their mercy again for them to decide if they have made a mistake! I would reply to them with an email stating how disappointed you are with their response and poor customer service and that you will be taking your custom elsewhere and will be spreading the word in the beauty community about this matter. It is a disgrace the way they are behaving - the customer is always right its the first rule of business!
i met to sat aideen for cut on my other post hun.. i think go for it… nowt loose as such. go in with undone and undtyled… saw the pics, not like your usual pretty hair at all. they’ll have to fix it. let em fix it for free, they never go again, go else where!!! x
I wouldn’t go back. What PM have failed to address is the fact that, yes ok its 8 wks since your colour BUT you did go very soon after having it coloured and ask for it to be looked at. It’s not like you are only raising doubts over it now, you raised doubts, they were shirked by MULTIPLE PM staff, and now here you are today with them finally taking an interest (and yes that is only because you blogged about it).
Hairstyling/ colouring etc is a treat to us women, especially in a recession. Its where you go to kick back, put your feet up and get pampered. Be under no illusion Lee that if you go back into PM you’ll feel uncomfortable, judged, stressed…. is it worth it?
I’d ask outright to be refunded. If thats refused just post up their refusal and move on. xxx
I’d just cut my losses and go elsewhere now, personally. You’ve given them a chance to fix it, and what they’ve offered is not acceptable to you. I wouldn’t want to go in for an assessment - sounds like it would be horrible!
Hi guys, lil update again.
I have decided to decline the offer of the assessment.
I rang both the Head Office & Salon that had left me a message with appointment details. The lady in the salon was absolutely lovely, restored my faith in PM’s having staff that know customer service is. I explained the way I believed I would have felt stepping into one of their salons to be assessed. She assured me it was with one of their top stylists however I declined the offer politely.
I have decided I would rather just move on…. cut my losses (excuse the pun!) & go to a salon of my choice to get fixed and avoid Peter Mark like the plague.
Will keep you updated on the blog about my hair & hopefully will have it restored to natural colour, cut & quality very soon.
Thank you all for sharing you opinions and experiences.
Mwah