| Address: E-4/30, 10 No Stop, First Floor, Manjeet Collection Building, Bhopal, Madhya Pradesh 462016 |
| Website: toniandguyindia.com/salon-locator |
I am writing to lodge a formal complaint regarding a highly unprofessional and unacceptable experience my mother had at one of your Toni & Guy salons.
On 1st December 2025, my mother visited your salon for a service, and the total bill amounted to ₹8, 600. We made the payment through UPI, but the staff informed her that the transaction had not been received. To resolve the issue immediately, we were asked to make the payment again. We proceeded to make a second UPI payment of ₹8, 600, yet the salon again claimed that no transaction was received.
Despite us already paid twice via UPI (a total of ₹17, 200), the staff insisted on taking cash from her as well, which she was compelled to pay- another 8600/- rupees.
Later, upon reviewing our bank statements, we confirmed that both UPI transactions were successfully processed. We immediately shared screenshots of the successful transactions with the salon team and requested a refund of the extra amount paid.
However, instead of resolving the issue, the staff repeatedly gave excuses such as the manager being on leave or traveling. They refused to connect us with the manager, delayed responses, and finally claimed that no such transactions existed, which is completely untrue. We even requested the salon to share their transaction logs or screenshots for that day, but the manager refused to provide any proof.
This behavior is not only unprofessional but also financially and emotionally distressing. We have clear evidence of both payments, and the refusal to acknowledge or refund the amount is unacceptable and amounts to mishandling customer funds.
I request the following actions immediately:
A full investigation into the incident.
A refund of the excess ₹17, 200 paid through UPI.
An explanation for the staff’s misconduct, refusal to escalate the issue, and lack of transparency.
Written confirmation of the resolution and steps taken to prevent such occurrences in the future.
Please treat this matter as urgent. We expect prompt action and a timely response.
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