How to Respond to a Hair Extensions Complaint Review

A client who notices extension attachments slipping between installation and the first maintenance visit wants an answer about the fitting, not a new service pitch. This is a wear-and-maintenance expectation problem with its own records. A salon response should invite a review of the installed system and guidance without diagnosing the cause online.

The review

Got hair extensions fitted two weeks ago and several attachments are slipping. I expected them to stay secure until the maintenance appointment. When I called, I was told to book a paid move-up without anyone checking how they were fitted. — 1 star

Copy-paste template

Attachments slipping before the maintenance visit you expected deserves a review before you are simply directed to another booking. I'd like our extension specialist to check the fitting record and the maintenance guidance discussed with you. Please call (555) 123-4567 and ask for Noelle, the owner, so we can arrange a private conversation about what you're seeing and the next steps.

Why this works

• It connects wear to the maintenance plan. The complaint is about the interval the client understood, not a blanket refusal to maintain extensions. Naming that distinction reduces defensiveness.
• It checks the fitting record. Attachment system and maintenance guidance matter. A salon owner should not decide from a review whether the client or installation caused slipping.
• It does not sell a move-up first. The response offers review before discussing a further booking, showing that service concerns are heard on their own merits.

What not to do

• Don't tell the client to adjust the attachments. Avoid DIY fitting or removal instructions in a public response.
• Don't blame brushing or products without review. Ask relevant questions privately, alongside the installation record.
• Don't promise a covered refitting online. Assess the concern and discuss any fitting or charge arrangements directly.