I have changed my rating due to this below:
Updated 6/9/2019:
I wanted to delete this post completely but realized, it was due to this post which gave me the opportunity to have a very open, genuine conversation with the owner of Carbon.
The phone call was not one to submit nor cower to a customer's complaint (which I admire and was not seeking any compensation). He actually recognized and took time to discuss the underlying issue for this review.
Due to this conversation, which has re-instilled my confidence to company/client care, I will rescind my comment about never returning again, and to thank him for listening and considering options.
I have found, 90% any issue is, communication - it is either loss or gain. Failure to communicate is loss - with communication is a gain of something... and the last 10% is... you just can't fix stupid
ORIGINAL REVIEW:
The stylists I've had contact with are great - Sam is wonderful and I will miss her being my stylist. The company business model, how they treat clients - I will NEVER return.
First, they try requiring you leave your credit card number with them, and I understand their reasoning...but in today's society with identity theft, credit card (number) theft, high turnover rate and increased opportunity for identity theft... I refuse to leave my credit card (and personal information) with any company other than ones I trust. I am a responsible person willing to give notice to change and believe a company should give this opportunity out to their clients until proven otherwise....
This credit card requirement is NOT my complaint - it is how they handled my appointment change/request.
Unfortunately I do not have a plush 9-5 job nor a stay at home and do my own thing, life. My business changes daily and especially when scheduling 4-8 weeks out (and I live an hour away) so life happens...
I had an unexpected request from a large client of mine having a very short deadline and needed to request a change in my (very needed) appointment. I called around 2:15pm and my appointment was the next day at 12:45pm (1.5 hr difference). Their cancellation policy is 24hour notice (without penalty). I tried calling earlier and could not get through due to busy signal or rang and then I had a meeting, so this was the earliest I got in touch.
When I made contact with (whomever answered) Carbon, I was handled with "well, since you don't have a credit card on file...and I see you have (in past) changed your schedule...You will need to be on the same day schedule" .... Here is the kicker - not in her "notes" that the stylist has twice in past, called me to change the appointment. The last time of rescheduling was to delay my appoint by 10-15 minutes.... 4 TIMES!!! So, my appointment was then 45 minutes AFTER the scheduled time...
I accepted her requests without any issue.
Again, I understand the reasoning behind keeping a credit card for the isolated incidents of clients not showing up for a valuable spot to both the stylist and company, but for those clients who are trying to be responsible you have now not only lost (approximately) $800-1000/year from 1 person, it has not cost you referrals and bad reviews for future. read more