Thank you very much for your responses.

I'm going to give her one last chance by sending a more strongly-worded email (I hate to be snarky, so I've been putting it off) but if it doesn't get sorted out, I'll be posting here again.
Hair: LOTS of fine hair, mainly variations of 2 (FIA), now cut into a just-above-the-shoulder layered bob.

Products: MOP C-System Curl Enhancing shampoo
Original Source conditioners for co-washing and conditioning
MOP C-System Curl Defining Cream
Boots clear gel and/or Joico Joiwhip
Joico Curl Activator on the second day.