I had an appointment to cover my darker roots to match my platinum hair on May 20th. My stylist and her guide were wonderful. I can not stress this enough and do not want to get them to face any backlash. My hair has always been difficult. I bring snacks, water, and activities because I know how stubborn my hair is and that it takes a long time to lift. That being said, I have never had a problem with it not lifting all the way before this appointment. At this one, after trying many ways to fix it (again, they were amazing, ) my hair was ultimately purplish and the roots did not match the rest of my hair. Even so, I was not worried. I assured them I knew that hair continued to lighten a bit and that the overtone would wash out. No big deal. After a few days I could see that the roots were darker and more brassy than the rest of my hair. I tried purple shampoo (along with Aveda damage repair conditioner and repair mask--I knew how important it was to heal my hair because I knew it would have to take more bleach to match the rest of my hair.) I called today to make an appointment to fix it, as I thought I would give my hair enough time to recover before doing so. However, the woman answering the phone told me they only fix services if the complaint is within 48 hours of the original service and that I would have to pay for another blonding if I wanted to fix it. Again, my hair is just slightly off and I am only fixing it because I work as an actress and on-camera those things are very apparent. The reason I have an issue with this is that 1. It took more than 48 hours for the overtone to wash out 2. Because of the overtone, I could not see if the roots matched. How was I supposed to call back and complain if I didn't know what the end result was? 3. I knew, having had platinum hair for years, that it would not be good to bleach my hair within that short of a window. I am aware this is a "riskier" place to get hair done, as they are students. That being said, this is not an unfixable mistake. I paid for my roots to match my hair and that did not happen. After speaking to the woman on the phone I gave up on getting it fixed there. I called another salon to see if they could do it and the woman who answered the phone said that I should go back to the original place I got it done and ask for it to be fixed, as I should not have to pay for that service twice. Even other places agree it is unfair and feel bad booking an appointment for that.