My stylist is usually great and I like this salon. But my issue is mostly with the front desk and scheduling process. They make and confirm appointments by email through an online system, which is fine, but when you reply through said system that you cannot keep the appointment or wish to reschedule, they later charge you HALF the cost of the appointment! Even when you have let them know in advance. The front desk person is somewhat condescending. I sometimes think I am not "enough" in some way to rate a better attitude. Last time, she didn't even ask me if I wanted to rebook after a visit. And if you are a few minutes late, for example, due to the extreme storm we just had, they are pretty judgemental. Lovely salon; should get nicer front desk help, and accept online cancellations if scheduling and booking that way or at least warn that it won't work to do so.
Thank you for taking the time to give us your feedback. Our online confirmation system has been very helpful in reminding our customers 48 hours prior to their appointments to enable them enough time to cancel 24 hours in advance. The system is also useful by keeping track of text or email confirmations that have been read, confirmed or cancelled. If we do not see that the appointment has been confirmed or cancelled, we make the effort to deliver an additional confirmation by telephone to ensure that a client is aware of their scheduled appointment. We are diligent with this effort, so that we are able to accommodate clients that have or need appointments, as well as, protecting our stylist's work schedule. We certainly understand that unforeseen things come up in life. We try to be sensitive in those situations, so that is why we do not charge a fee until there have been multiple, last minute cancellations. If we are able to fill a late cancellation, we do not charge a fee. In the case of a no-show, we are much less likely to fill a stylist?s time.
We are sorry that you feel as though the person at the front desk was judgmental when you arrived late during the storm. That is certainly never our intention. While we try to be understanding if a client is running more than 15 minutes late, we need to make sure not to inconvenience our other scheduled clients.
We are always striving to give our customers the best service possible. If you would like to speak directly to us regarding your concerns, please feel free to call us at any time. Thank you.