I made an appointment to get a silk press + hydration and a trim for Tuesday, July 7th and…read moreunfortunately, I never got to go due to their TERRIBLE customer service.
A family emergency came up and I wanted to weigh my options, so I called to ask about their rescheduling/cancellation policy-- to no avail. I then resorted to texting to ask them and I typed out a clear and concise message that indicated that I was inquiring only and didn't intend on changing my appointment at that given time.
The message read: Hii! I wanted to know that if I wanted to reschedule, would there be any penalty/issues? I don't know if I need to yet, just weighing my options.
Alexis, the owner, told me there was no penalty and that I can reschedule online if need be. After speaking to the airlines to change my flight to extend my stay (for the emergency, my grandfather passed), I decided to try to simply reschedule my appointment for a later date.
After having issues booking online, I decided to call back because the same thing happened with booking my initial appointment. And Alexis manually went into their system to change it, and thought that perhaps she could assist me again.
Instead, she texted me an incredibly RUDE and insensitive text, following another that said that she cancelled my appointment although I never asked for her to do so. There was no apology, no customer recovery, nothing.
Attached you will see the text messages, please read them. And please do yourself a favor and DO NOT COME HERE IF YOU WANT TO BE RESPECTED AND HAVE GOOD CUSTOMER SERVICE, because you will not get it from them.
I really wanted to support a Black owned business, but there are others in the city that deserve the money that you'd spend here.
UPDATE: Per the business owner's response (Alexis), she has made it even more apparent that her overall inadequacy and inability to thoroughly read, be honest, and even manage her books properly is alarmingly unprofessional.
In the response (below), she claims that they "went out of their way to accommodate me past business hours," which is a prime example of her fragrant dishonesty. I simply asked her for whatever time that was available for my booking. I never asked for a time. Alexis took it upon HERSELF to book me at 6pm and not 6:30pm, as she claims. Please see below for proof of my statements via Alexis and I's text message conversation.
In addition, I did call at least 4 times to try to be considerate, so I wouldn't cancel my booking. As I mentioned in my initial review, I had just received news of my grandpa's passing and had to change my flight to attend the funeral. When I messaged her (see texts below), I apologized for the calls and notified her of my family emergency-- which she chooses to ignore-- and even settled to come in for the appointment still because I didn't want to throw off their schedule.
With the passing of my grandpa, I simply wasn't thinking of if the business was closed or not, and just wanted to get in contact with someone who could possibly give me information on rescheduling, if I decided to.
Also, since when is calling a business when they're "not open" an inconvenience? If their contact number was solely their business number, someone calling during the daytime closed or not, isn't bizarre-- logically.
Simply put, this all stemmed from a very prideful, egotistical business owner that refuses to own up to her mistakes and apologize for cancelling my appointment, when I only contacted her to get information on their rescheduling/cancellation policy. I believe that she may have trouble properly reading. During our entire exchange via text message, I was so kind to her. Never gave a rude or snappy response. So I'm unsure why she deemed that I wasn't a "good fit for their business."
I will also be contacting the Better Business Bureau on this matter.
