I wanted to share with you the poor experience that I had at your salon this evening, as your Manager did not seem the least bit interested in hearing any of it.
I have been going here for a year. I had a 5:30 haircut with Elizabeth which I made 1-2 weeks ago. I called to tell them I was running 10 minutes late and was advised I would likely not get a style/blow dry. I said that was fine. At approximately 5:45, I am pulling in the Parking lot and your manager calls to cancel my appointment due to being 15 minutes late. Apparently, only 45 minutes are allotted for shampoo/Master Stylist cut/Style ($65). I did protest and was annoyed that Elizabeth could not fit me in- a good client who is never late. So I also offered to forego the shampoo for a wet/spray. She is able to do the cut without shampooing and style. I am then charged $65 upon checkout. Absolutely appalled, I take issue with it and am given merely 15% off by your manager, after telling her that I will not be returning. She seems much less interested in that fact than in remaining completely stoic and refusing to recognize why I am displeased. Basically, I got screwed and am getting screwed again which is what I ended up telling her. Rather than having my appt. cancelled altogether, whereby your salon would have received $0, I compromised and agreed to less to be serviced, and then am still charged for the full $65 service. Serious customer service training is needed. It’s not about the money, it’s the improper handling of the entire situation and principle of the matter.
Therefore, I thought you may be interested in how your manager is handling customer issues and complaints. Also, customers are being scheduled too tightly; there is little margin for error and when there is some concession needed, customers are left feeling like a number in a high volume/high efficiency operation. Not a pleasant experience nor one that welcomes repeat, loyal customers.