Reviews of Landella in Renfrew

I rarely give poor reviews as I know stuff happens but the business owner, Kristy, does not take accountability for her employees. Nor does she answer her voicemails or messages left on her business phone/ fb account. I had 2 haircuts that resulted in chunks cut out (I am not exaggerating) and over thinning which I'm still trying to grow out 6 mths later. Kristy intervened twice and eventually took over from her employee to finish and try and fix my hair. Quite chatty, she then then suggested a product to add some colour as I was transitioning to my natural color. Long story short, the temp. colour stained my hair for weeks, it looked terrible. I sent pics, they agreed and said maybe my hair was too porous (Ok, but they should have known that?). Anyway I returned the product the next week but her employee didn't know how to process the refund. She said she would have Kristy call me and they could likely do 'an etransfer or something, no problem!' I said sounds good! and left the product with her. After a few weeks I realized she hadn't called so I left her a vm. After a few more weeks I left her a message on their fb messenger account asking if she was the owner as I didn't want to discuss my hair cut concerns or the product return issues with the girl as I didn't want to hurt her feelings. No response. I'd since moved and was dealing with a serious family issue (medical). I left another vm explaining it all, no response. Fast forward almost 4 mths (6 mths from the initial appt!) And she replied saying her employee hadn't worked there since September and basically I should contact her to get a refund! Thankfully I saved all correspondence. I outlined in detail the vm's, the messages and she had her husband message me.. saying basically sorry, too long to do a refund. That is a fact. Because nobody answers the phone or returns messages. This review is already too long but basically Kristy and her husband messaged me back and forth and said "no return no refund we're done with this conversation'. This product was $36... not going to break the bank, but as a previous retail business owner I understand good Customer service and this is FAR from it. As an owner you are responsible for responding to your messages, you are also responsible for your employees actions (why was she not trained on the point of sale system?). The haircuts alone should have been refunded but I thought I'd give her a chance as she was a very sweet girl. The product on the other hand should have been refunded. There is more to being a good business owner than just being a competent colorist (according to their reviews), I would appreciate it if they would reconsider this. Thank you