Before last week, I would have said 5 stars, and after last week, I would say 3, so landing in the middle with 4. I have been going to Silk & Stone since it was just one room, and when Kaniz did all of the beauty services. My service was always great, and even as the business expanded, the service remained very good (but was always best when Kaniz was around). Last week, I called to make an appointment to get my brows done and the woman who answered was very short with me, laughed at me when I asked if I could be seen the same day, and seemed overwhelmed and rushed, which resulted in poor patience, communication and customer service. I ended up needing to change the appointment I made, and the same woman answered the phone next day, and provided the same subpar service. My brow threading was OK, but more painful than when Kaniz does it. There was also clearly a disagreement between two other staff about who could use which room, and the disagreement was made pretty public. That, on top of the poor customer service on the phone, made for an awkward and not very pleasurable experience.