Issues up front:
1) Cancellation Charge without advising (REMINDING) customer at Check-out (just snuck it in the bill)
2) Making me feel uncomfortable about cancelling my daughter's appointment- by making me wait in the lobby longer than should have (especially since I was EARLY). Whispering amongst each other...
3) Would not honor a Coupon at check-out. Really?
4) Felt like I was in the movie "Get Out"
Very disappointed in the treatment by Amy ("management") with regard to my concerns on the cancellation policy; and how they charged me without verbally advising (reminding) at the time of check-out, or providing the option to use that Service later that day (as most Salons do). They could have said, "I'm sorry to hear your daughter is not feeling well, but, as you may recall our cancellation policy requires 24 hour notice or we charge 1/2 the cost of the Service, or, can we offer you the opportunity to use that Service later today or credit toward another service??" But, NOTHING of the sort.... just whispering and dirty looks. After I just spent $$$ on hair services, and was about to spend hundreds more on Spa services.... in good faith as a first time customer, they could have given me a frickin' break! Not like I'm a repeat cancel. Visited from out of town with my family, and spent over $300 worth of services from hair to Spa Services that weekend between my young adult daughter and myself. My daughter had her hair done that Fri, and she loved it. We both respectively had massage/facial services that Sun, but, my daughter could not return due to unexpected illness that morning (fever/cold). Therefore, I returned alone for my massage and arrived before my 10 am appointment to advise them of her illness/cancellation. They acknowledged the cancellation, asked me to have a seat in the Lobby, and started whispering about my cancellation amongst each other- giving me the 'stink eye'. I waited, and waited (no other customers on a rainy/cold Sunday morning- except 1 other who arrived after me). Instead of walking me upstairs so I can "relax" with the coffee/tea/water/snacks, they made me wait by the front desk Lobby for the masseuse (who I saw in the lobby when I arrived early- I picked her from the website, so, I recognized her, but she did not know I was her client). They (Esthetician) were clearly upset that I cancelled my daughter's facial; so, it felt like that was my punishment- make me wait a good 15 mins.... and 10 mins into my appointment time... The masseuse came down and apologized, and didn't realize I was down in the Lobby. OK fine.... they all knew.... :-/
After I was shocked to see the ~$45 cancellation charge on my bank account days later, I called the salon to speak to management about it. I was told the manager was not available until after 1 pm the following day. I misunderstood, and thought they meant 1 pm that day (who does not have management avail to handle problems for a day?). When I called back after 1 pm insisting to speak to someone bc I had to go back to work the next day and wanted to resolve it today, she "allowed" me to speak with Amy. I told Amy I made these appointments weeks ago and didn't recall the scheduler advising me of their cancellation policy (and it is hidden in the FAQs online), and expected the professional courtesy to remind me of the added cost on my bill. She said it was on my receipt that I signed. I told her I couldn't see the fine details, since I didn't have my reading glasses on after the massage, and didn't recall a potential added cost- She was soooooo argumentative with me about EVERYTHING. And, would not have any of it. I also told her I was disappointed that I brought a "free upgrade" coupon at check-out, and she would not honor since I didn't show them prior to my appointment. Really??! I also told her I did not feel comfortable as a woman of color due to the way I was treated/handled. They appeared to be fearful of 'confrontation' with me by reminding me of their cancellation policy- so, they just clammed up and snuck it in the bill. She was outraged by my comment and stated they have MANY customers of differing races who come into their salon. Yeah, ok.... I am entitled to my PERCEPTIONS! I didn't see any diversity in their Salon Staff or customers both days I came in... Hmmmm
Just tell the customer of any additional charges- isn't that a requirement??? to get my authorization/acknowledgement prior to charging??? Seeing it unexpectedly days later- just seemed so deceitful/untrustworthy! And, hearing the nasty response from Amy was that much more alarming....instead of diffusing, she doubled down.
Well, seeing all the great reviews are fine- I guess this one "colored girl" just didn't feel that great after this negative treatment; even after trying to voice my concerns days later, I was shot down by Amy as if 'I'm the problem for not getting their way of doing things'- not her quote, just my translation.... Never again! read more