I can totally understand your frustration, they way you look at 15 yrs old is a big deal and for your step Daughter to have saved up as well and her to be disappointed is really sad and disappointing. Let me advise best I can and hope it helps. ...More >
As a general rule the only reason colour wouldnít take, is medication that creates a build up on the hair or a coating or invisible film on the hair caused by mostly silicone based products used for smoothing and taming the hair. I am assuming that she was charged for a service that she didnít she received but without result and assumed as your step Daughter said nothing (she wouldnít at 15 I totally understand) it would be okay! My feeling is that your step Daughter should have been asked if she was using any oils, smoothing creams or balms during the initial consultation and if she wasnít then the service should be carried out at no extra charge, secondly a deep cleaning shampoo or clarifying shampoo could be used in the salon and left on for a few minutes, these are designed to remove, medical, chemical and product (potentailly your step Daughters issue) so bleaching wasnít the only option if the salon truly believed it what something she was using on her hair.
As a professional hairdresser I agree with you if a consultation isnít carried out correctly and the result is unsatisfactory you should demand for it to be redone free of charge or request a full refund. If you have gone back and neither option has been offered I think the next course of action would be to inform the salon that its with regret but a matter of principal that you are contact the local trading standards.
In our industry which is one that makes people look and feel better its so sad to hear stories like this but as a rule salons and stylists do put things right as our client is our best advert. I would appeal to the salon again, really good luck and how lovely to have a step Mum that knows, understands and supports her step Daughter in such a caring way.
Take care and good luck I will keep everything crossed,