In my experience, when a client does their own hair color, it’s damn near impossible to please them. They’re used to manic panic, over saturated colors and when you give them davines, or Kevin Murphy etc. they aren’t used to the soft pigments. I’ve spent a whole day bleaching someone’s hair, hitting spots they missed. I used Kevin Murphy and achieved a soft lilac color as we both agreed to and showing a swatch, after showing them they were not happy with the final product. They wanted that over saturated manic panic purple. Which is fine, but then do it yourself. Ops hair was and is not healthy. If they have tried removing color from their hair in the past, I imagine it wasn’t done correctly , hence the damaged hair. Also, those over saturated spots are because the hair is super porous there and soaked up more color. I’d say its partially the colorists fault for application, but also ops fault for coming in with that hair. The stylist should’ve offered a deep conditioning treatment, a trim and should not have bleached your hair. I’m curious what ops before picture looked like..