Let me start by saying that I received an excellent service from the graduating student but its effects were ruined by the treatment I got at the front desk, hence the poor rating. Evita, who gave me the facial gets 9/10. Here's the story: In 2016 Aveda awarded me a complimentary service. I picked a 60 min facial. I was told i could utilize it whenever, since it would never expire. In June 2018 (2 yrs later) I walked in to avail this service. The staff was surprised that I took so long (fine) but the complimentary service was still showing up on my account. However, the staff told me that since management has changed, I'll get a call from a manager in a day to confirm if they can authorize the service (Surprising, since the service was still showing up and it was not to expire). I didn't get a call from any manager for a week. So I walked in again. Explained my request and the person at the desk booked the service promised 2 yrs ago. Yesterday after receiving my service, when I went to check out, the person at the counter started accusing me of not following the 24-hour complain policy and getting rude with me for availing what the COMPANY HAD PROMISED. She said she wouldn't charge me but that I need to follow complain policy next time. What she would not understand is that I indeed followed the policy in complaining about a bad service that I received in 2016, withing 24-hours that day...just like I am doing today. The service offered as a courtesy had no expiration. She didn't understand that I was not complaining about a bad service from 2 yrs ago - that would be stupid! But the lady was consistently rude and argumentative and made it feel like she was doing me a favor by not charging me while I was tying to con the company. It was very insulting for me. I'd appreciate if Aveda invests some more time in training staff to listen to a customer and ask questions instead of humiliating the customer. In 2012 a senior staff member yelled at me for expressing exasperation at spending 6 hours in the chair for a cut and highlights. This is why I go there once in 2 years!! Takes a while to get over previous insults.