The place looked beautiful, so many employees that looked like possibly skilled hair stylists. We walked in prepared to get 4 blow outs for my cousins engagement party consisting of 500 guests who were waiting for us in about 2 hours. This appointment was made 2 weeks prior, and my cousin had been in constant contact with Blo, regarding her makeup, her hair, everything to make sure on the day of the appointment it would go smoothly. We were 13 minutes late to our appointment, my cousin called exactly at 8:53 when we knew we were going to be late, the salon said okay! See you soon! We walk in at 9:13 and they denied us service. They have a 15 minute late policy. This 15 minute late policy was NEVER mentioned on the phone or anytime in two weeks prior that my cousin had been in contact with the business.
The bride to be was to have her hair & makeup done, and the other 3 (including myself) wash & blow-outs. It was absurd. We spoke to the manager, she told us there was NOTHING she could do, and we were "Free to Leave". I have never, NEVER, in my life felt more offended by any business in my life. We live in New York City, go to blow out bars ALL the time, some of my favorites are DryBar and DreamDry, we understand that quality of the service is what is important however this was a literal emergency. I have seen girls running into their appointments 30 min late because their cab was stuck in traffic in Midtown and they had to get their hair done for a business meeting, consisting of themselves and their boss. They would still be taken in and worked on! When it comes to a business especially one that you're trying to work on a time crunch involving HAIR, 45 min per customer just might not cut it especially with girls with longer and thicker hair. So the reasoning behind denying us service was - "we only have 45 min to wash AND blow your hair." Guaranteed with the kind of hair us 4 had, even if we were on Time there would be no way the stylists would have finished in 45 Minutes.
We were completely new to the state, there just for the weekend, we knew nobody and had no resources to help us. It's a quite disgusting way to run a business and I highly recommend not using the services of this salon, unless run under better management. No offense to any of the stylists, except the girl at the front desk.
After spending close to another 15 minutes arguing with the front desk and the store manager, the bride to be planted her butt in a seat and demanded her hair and makeup to be done, the other 3 drove 2 min down the road to LUSH hair salon! By some miracle, they had one no show at 9:30 and 2 of the other stylists had finished up their girls s rather quickly and squeezed the other two in! Now that's how to run a business. Flexibility and understanding how to be compassionate towards the customer.
Just because it's you're "policy" doesn't mean you can't have exceptions especially when you have 10 stylist standing around in an empty room at 9:13am on a Saturday morning denying service to 4 willing customers. read more