[Resolved] Lakme Salon — Rebonding done but no result | |||
I had visited Lakme salon,Kandivali (Mumbai ) some 4 months back , I got the straighting done by mahesh ( the hair dresser), but developed waves in some portion of my hair..... I was told the straighting I'm getting is the best & gives the best result. But the result I got was pretty different . Then, they re- did my hair in just one month time.... Now , the result was even worst .... So , the owener herself said, they will do again after sometime this time may be in 3 months, so when I went to them after 3 months , they still want time, still want to consult their trainer.... What I want to say is was is not important for them to consult their trainer when I first reported the waves, or the 2nd time when their rebounding failed.... Now, after 3 months they want to consult the trainer.... They are not having enough trained person then why use us to experiment .....& when they have promised then they should do the correction , but give guarantee that what they have done twice won't be repeated for the third time..... And above all they have just destroyed my hair .... Was this information helpful? | |||
Aug 13, 2020 Complaint marked as Resolved | |||
 2 Comments | |||
Comments
The owner is playing hide& seek, she says she'll do defiantly do something but when I ask her to adjust or give back the money, she tells she is out of Mumbai, now I wd like to do no adjustments neither the rebounding, I just want my money back...
Reply
Gist of legal notice sent to The Chief Executive Officer, Lakme Lever Pvt. Ltd., First Floor, Shreeniwas House,
H. Somani Marg, (behind Bombay Gymkhana), Fort, Mumbai - 400001 in November 2011.
Ref: improper treatment by untrained staff causing permanent damage to hair
Sir,
I am concerned for my client Mrs. Vartika Bal Krishna Gupta, presently residing at 73 East gate, Macclesfield, Manchester, United Kingdom, and having permanent residence at C/o Shri. Bal Krishna Gupta, 604 - B2, Samriddhi, SBI Flats, opp. Old Sion Fort, Sion (East), Mumbai - 400022 represented by and through her father Shri Bal Krishna Gupta under whose instructions I am addressing you as under:
1) My client states that in November 2010, she desired to get a treatment commonly known as straightening done to her hair. After due deliberation she decided to get the said cosmetic treatment from 'Lakme' as it appeared to be a well known and household name. Accordingly she flew down from UK where she is presently residing for her employment purpose and visited your saloon's branch at Sion on 10th November 2010.
2) My client further states that upon her visit, she was informed by the manager/staff that the said treatment known as "Rebonding" could be successfully carried out on her hair. This was after the said persons duly checked my client's hair in detail.
3) My client further states that She was given the time of 11am on 11th November 2010. Accordingly my client was on time on 11th November 2010 and she paid the entire amount of Rs. 7, 000/- which was the charges as told to her in cash. The manager of the said branch Ms. Renuka assigned Ms. Shahnaz one of the employees present in the salon with my client's treatment. My client observed that the said staff was frequently inquiring with the manager about the entire procedure. At that time my client did not for once doubt that there would be something hazardous to herself and patiently sat while this entire process was going on, with a hope that 'Lakme' being a good and reputed brand would take proper care of its customer. Alas, my client's hopes have been brutally shattered including her morale and self esteem.
4) My client further states that after the treatment was complete at about 4 pm, she was advised by the said staff to keep the hair unwashed for next 72 hours. My client was also advised to wash her hair with 'Schewarzkopf Repair Shampoo', which was available at a costemics outlet 'View' opposite Matunga Railway station. My client purchased the said product at cost of Rs. 1, 100/-. This outlet was recommended by your staff.
5) My client states that she applied the shampoo on her hair after the lapse of 72 hours as per your staff's advice. After the wash, my client noticed that her hair had not been fully straightened but had become dull and lifeless. This was on 14th November 2010. My client waited for a whole day to see if there was any change in the texture of the hair and when she noticed none, she visited your saloon on 16th November 2010 along with her mother. She complained to the saloon's manager about the condition of her hair. The manager Ms. Renuka examined my client's hair and assured her that all was well with the treatment done. My client repeatedly tried to tell Ms Renuka about the damaged texture of her hair, but she kept on insisting that the treatment and the hair was normal and there was nothing wrong with the hair as the job was done by a trained professional. She also informed my client that the staff was fully competent and professionally qualified and certified to undertake the application of the chemical treatment. My client was not convinced as the texture of her hair was totally dull and lifeless contrary to what it ought to have been after the treatment. Your salon manager assured my client that they would treat my client's hair by a 'Spa treatment' to put life back into her hair and further strengthen them. My client was given an appointment for 20th November 2010.
6) My client states that the words of the manager were not convincing enough and sought another expert opinion. She was informed that the condition of her hair indicated "overdose and long exposure to harsh chemicals" i.e. the quantity of chemical used was more than required and the application on her hair was for more time than necessary and required. She was also informed that there was a likelihood of massive hair fall in the future. The expert also added that due to overdose of chemicals for longer than recommended period, the hair near the scalp had become brittle and weak which would be leading to massive hair fall. My client was advised protein treatment. Words cannot explain the mental and emotional trauma that my client underwent when she came to know that there would be massive hair loss. Deeply traumatized and shaken she visited your salon on 17th November 2010.
7) My client further states that she visited your salon along with her parents on 17th November 2010 and informed your manager about the advice that she had been given. Your manager agreed that instead of hair spa, protein treatment would be given to her on 19th November 2010 at 11 am. Your manager assured my client that this protein treatment would set her hair right back again. Once again my client trusted the words of your manager as your company is of repute. Little did she realize what further emotional misery she would be facing due to the sheer negligence of your staff.
8) My client further states that she visited your salon on 19th November 2010, at the agreed time she was given the protein treatment and assured that her hair would become straight and the damage done to her hair would be undone in few days. My client returned home with the hope that the damage done would be healed and her hair would be protected. My client being employed in Manchester UK, had come on a short visit and had to leave on 21st November 2010.
9) My client states that even after ten days after the protein treatment she did not find any change in the dryness and dullness of her treated hair. She corresponded to you accordingly. There were repeated assurances given which have ultimately proved to be words in air which have vanished.
10) My client further states that after repeated requests from her side, your company sent her some products assuring her that it would solve the damage caused to her. Since then it has been a series of emails, letters, phones, meetings and waiting period with no change in the damage done to my client's hair.
11) My client herself and through her father had corresponded with you on number of occasions. Each time there has been assurances from your side. I refer to and rely upon all the correspondence between my client, her father and your office. I am not repeating the details of these correspondences in this notice for the sake brevity.
12) It is pertinent to note here that your company has accepted responsibility for the damage done, but my client's grievance remains unsolved. You have refunded my client's money but vide a cheque, but there has been no covering letter along with it. My client's father too has not been spared the mental harassment as he has been made to call several times and there have been meetings with assurances which have not resolved the main issued.
13) I am instructed by my client to state here that her grievance has been treated in an inhuman manner and it is not acceptable from your office. You will agree that the matter can be resolved in an amicable manner and with this peaceful intention my client had restrained herself from seeking legal course. However your lack of commitment to this whole issue has compelled my client to seek legal opinion.
14) I am therefore addressing you with this notice asking upon your office to compensate my client for the mental and emotional trauma undergone by herself and her parents not to mention the public humiliation and agony she faced due to the damaged hair which were visible much to the dismay of my client. She has had to cover them with a scarf to avoid stares, but it made her look awful which added agony to her turmoil. There have been numerous meetings between you and my client's father, but all have been futile as you are not taking concrete steps to resolve the issue and address the agony of my client. Simply sending the payment cheque does not make your company unliable from the responsibility of paying damages to my client for the sufferings she has endured in these last few months which will now turn into one year.
15) a. Lakme Lever did not advise my client verbally or in writing that the process may go wrong.
There was no such Notice in big letters in the Lakme Salons so that the customers are fore- warned.
b. Post damage, the Lakme top management’s attitude of has been couldn’t care less type and in many ways humiliating and arrogant, proof of which would be submitted in the consumer Forum.
c. Lakme has failed to provide worthwhile documentary proof of the operators’s technical competence, training and experience to handle a chemical process like this thus putting my client’s hair in the hands of a person totally unfit to handle the case.
16. I, therefore, call upon you to pay compensation charges of Rs. 2 lakh to my client with a public apology and detailed description as to how the damage was caused thereby accepting full responsibility of the damage done. My client through her father is willing for one more meeting to try and bring about an amicable settlement and a meeting can be arranged between her father, her advocate and yourself.
17. Kindly address the issue with seriousness. You can contact me on my mobile phone number +[protected] or my client's father on his mobile number +[protected] within 8 days of receipt of this letter, failing which my client will have no alternative but to approach the consumer protection forum to seek justice as to your costs and consequences, which please note.
a. Lakme Lever did not adviseverbally or in writing that the process may go wrong. There was no such Notice in big letters in the Lakme Salons so that the customers are fore- warned.
b. Post damage, the attitude of the Lakme top management has been "couldn’t care less type" and in many ways humiliating and arrogant proof of which would be submitted in the consumer Forum.
c. Lakme has failed to provide worthwhile documentary proof of the operator's technical competence, training and experience to handle a chemical process thus putting my client’s hair in the hands of a person totally unfit to handle the case.
H. Somani Marg, (behind Bombay Gymkhana), Fort, Mumbai - 400001 in November 2011.
Ref: improper treatment by untrained staff causing permanent damage to hair
Sir,
I am concerned for my client Mrs. Vartika Bal Krishna Gupta, presently residing at 73 East gate, Macclesfield, Manchester, United Kingdom, and having permanent residence at C/o Shri. Bal Krishna Gupta, 604 - B2, Samriddhi, SBI Flats, opp. Old Sion Fort, Sion (East), Mumbai - 400022 represented by and through her father Shri Bal Krishna Gupta under whose instructions I am addressing you as under:
1) My client states that in November 2010, she desired to get a treatment commonly known as straightening done to her hair. After due deliberation she decided to get the said cosmetic treatment from 'Lakme' as it appeared to be a well known and household name. Accordingly she flew down from UK where she is presently residing for her employment purpose and visited your saloon's branch at Sion on 10th November 2010.
2) My client further states that upon her visit, she was informed by the manager/staff that the said treatment known as "Rebonding" could be successfully carried out on her hair. This was after the said persons duly checked my client's hair in detail.
3) My client further states that She was given the time of 11am on 11th November 2010. Accordingly my client was on time on 11th November 2010 and she paid the entire amount of Rs. 7, 000/- which was the charges as told to her in cash. The manager of the said branch Ms. Renuka assigned Ms. Shahnaz one of the employees present in the salon with my client's treatment. My client observed that the said staff was frequently inquiring with the manager about the entire procedure. At that time my client did not for once doubt that there would be something hazardous to herself and patiently sat while this entire process was going on, with a hope that 'Lakme' being a good and reputed brand would take proper care of its customer. Alas, my client's hopes have been brutally shattered including her morale and self esteem.
4) My client further states that after the treatment was complete at about 4 pm, she was advised by the said staff to keep the hair unwashed for next 72 hours. My client was also advised to wash her hair with 'Schewarzkopf Repair Shampoo', which was available at a costemics outlet 'View' opposite Matunga Railway station. My client purchased the said product at cost of Rs. 1, 100/-. This outlet was recommended by your staff.
5) My client states that she applied the shampoo on her hair after the lapse of 72 hours as per your staff's advice. After the wash, my client noticed that her hair had not been fully straightened but had become dull and lifeless. This was on 14th November 2010. My client waited for a whole day to see if there was any change in the texture of the hair and when she noticed none, she visited your saloon on 16th November 2010 along with her mother. She complained to the saloon's manager about the condition of her hair. The manager Ms. Renuka examined my client's hair and assured her that all was well with the treatment done. My client repeatedly tried to tell Ms Renuka about the damaged texture of her hair, but she kept on insisting that the treatment and the hair was normal and there was nothing wrong with the hair as the job was done by a trained professional. She also informed my client that the staff was fully competent and professionally qualified and certified to undertake the application of the chemical treatment. My client was not convinced as the texture of her hair was totally dull and lifeless contrary to what it ought to have been after the treatment. Your salon manager assured my client that they would treat my client's hair by a 'Spa treatment' to put life back into her hair and further strengthen them. My client was given an appointment for 20th November 2010.
6) My client states that the words of the manager were not convincing enough and sought another expert opinion. She was informed that the condition of her hair indicated "overdose and long exposure to harsh chemicals" i.e. the quantity of chemical used was more than required and the application on her hair was for more time than necessary and required. She was also informed that there was a likelihood of massive hair fall in the future. The expert also added that due to overdose of chemicals for longer than recommended period, the hair near the scalp had become brittle and weak which would be leading to massive hair fall. My client was advised protein treatment. Words cannot explain the mental and emotional trauma that my client underwent when she came to know that there would be massive hair loss. Deeply traumatized and shaken she visited your salon on 17th November 2010.
7) My client further states that she visited your salon along with her parents on 17th November 2010 and informed your manager about the advice that she had been given. Your manager agreed that instead of hair spa, protein treatment would be given to her on 19th November 2010 at 11 am. Your manager assured my client that this protein treatment would set her hair right back again. Once again my client trusted the words of your manager as your company is of repute. Little did she realize what further emotional misery she would be facing due to the sheer negligence of your staff.
8) My client further states that she visited your salon on 19th November 2010, at the agreed time she was given the protein treatment and assured that her hair would become straight and the damage done to her hair would be undone in few days. My client returned home with the hope that the damage done would be healed and her hair would be protected. My client being employed in Manchester UK, had come on a short visit and had to leave on 21st November 2010.
9) My client states that even after ten days after the protein treatment she did not find any change in the dryness and dullness of her treated hair. She corresponded to you accordingly. There were repeated assurances given which have ultimately proved to be words in air which have vanished.
10) My client further states that after repeated requests from her side, your company sent her some products assuring her that it would solve the damage caused to her. Since then it has been a series of emails, letters, phones, meetings and waiting period with no change in the damage done to my client's hair.
11) My client herself and through her father had corresponded with you on number of occasions. Each time there has been assurances from your side. I refer to and rely upon all the correspondence between my client, her father and your office. I am not repeating the details of these correspondences in this notice for the sake brevity.
12) It is pertinent to note here that your company has accepted responsibility for the damage done, but my client's grievance remains unsolved. You have refunded my client's money but vide a cheque, but there has been no covering letter along with it. My client's father too has not been spared the mental harassment as he has been made to call several times and there have been meetings with assurances which have not resolved the main issued.
13) I am instructed by my client to state here that her grievance has been treated in an inhuman manner and it is not acceptable from your office. You will agree that the matter can be resolved in an amicable manner and with this peaceful intention my client had restrained herself from seeking legal course. However your lack of commitment to this whole issue has compelled my client to seek legal opinion.
14) I am therefore addressing you with this notice asking upon your office to compensate my client for the mental and emotional trauma undergone by herself and her parents not to mention the public humiliation and agony she faced due to the damaged hair which were visible much to the dismay of my client. She has had to cover them with a scarf to avoid stares, but it made her look awful which added agony to her turmoil. There have been numerous meetings between you and my client's father, but all have been futile as you are not taking concrete steps to resolve the issue and address the agony of my client. Simply sending the payment cheque does not make your company unliable from the responsibility of paying damages to my client for the sufferings she has endured in these last few months which will now turn into one year.
15) a. Lakme Lever did not advise my client verbally or in writing that the process may go wrong.
There was no such Notice in big letters in the Lakme Salons so that the customers are fore- warned.
b. Post damage, the Lakme top management’s attitude of has been couldn’t care less type and in many ways humiliating and arrogant, proof of which would be submitted in the consumer Forum.
c. Lakme has failed to provide worthwhile documentary proof of the operators’s technical competence, training and experience to handle a chemical process like this thus putting my client’s hair in the hands of a person totally unfit to handle the case.
16. I, therefore, call upon you to pay compensation charges of Rs. 2 lakh to my client with a public apology and detailed description as to how the damage was caused thereby accepting full responsibility of the damage done. My client through her father is willing for one more meeting to try and bring about an amicable settlement and a meeting can be arranged between her father, her advocate and yourself.
17. Kindly address the issue with seriousness. You can contact me on my mobile phone number +[protected] or my client's father on his mobile number +[protected] within 8 days of receipt of this letter, failing which my client will have no alternative but to approach the consumer protection forum to seek justice as to your costs and consequences, which please note.
a. Lakme Lever did not adviseverbally or in writing that the process may go wrong. There was no such Notice in big letters in the Lakme Salons so that the customers are fore- warned.
b. Post damage, the attitude of the Lakme top management has been "couldn’t care less type" and in many ways humiliating and arrogant proof of which would be submitted in the consumer Forum.
c. Lakme has failed to provide worthwhile documentary proof of the operator's technical competence, training and experience to handle a chemical process thus putting my client’s hair in the hands of a person totally unfit to handle the case.
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