My friend’s mum recently got a haircut (face-framing, layers, some thinning, and a trim). She showed a reference photo during the consultation, but the final result was not even close to what was shown.
There was also a language barrier with the hairdresser, which may have contributed to miscommunication.
She raised concerns with the salon afterwards. The owner said they have a no-refund policy and instead offered to either fix the haircut or provide store credit.
However, she does not feel comfortable returning to the salon for a correction due to the experience and loss of trust.
The owner stated their policy is no refunds and said we could “take it to court,” but still refused to refund.
From my understanding, store policy doesn’t override consumer law in New Zealand (Consumer Guarantees Act), but I’m not sure how strong the case is or what the best next step would be.
Looking for advice on what options are realistic here and whether it’s worth escalating further.
Edit: The photo was her own picture she had done before. Thanks everyone for your time and advice.