Terrible customer service…read more
Now I had my hair cut by a stylist, and the cut was okay, no complaints really. Then I went back in for some highlights, and I did not like the final look. I wanted a stronger look, something a little more bold, but my stylist thought I wanted something more natural. So here I had paid a lot of money, for what I didn't want and I was not pleased. They were going to charge me almost half of what I had already paid extra, in order to achieve the look I wanted originally. I fought this, because it's ridiculous to pay 50% more than I had originally paid to simply get the look I wanted originally.
This is where I got very angry, and when a salon, or any service, cannot manage to go above and beyond for you, then that is a terrible sign of their customer service. I eventually spoke with the manager, and she treated me terribly. She basically spoke of how I was in the wrong, and it is my fault the look wasn't communicated well, and thus I need to pay. What kind of customer service is this? Have they never learned the number one key to getting loyal and happy customers is that 'the customer is never wrong'! As a manager myself, I would rather lose £20, get a loyal customer, and then make a huge profit from that customer in the years to come. After gaining thousands of pounds from that customer, what's those £20 anymore...
And then after arguing this for another 30 minutes, the last words with her topped off my terrible experience. The manager and stylist came back upstairs, at this point they had lowered the price I had to pay to achieve my look, but I still wasn't willing to pay anything. So the manager and stylist tried one more time to convince me to pay the money, again telling my how this is my fault. Then the manager looked at the stylist and said, "Should we do what we discussed downstairs then?". The stylist said, "Yes". And then the manager said, "Okay, then I'm going to waiver the cost and do this for free."
I mean, that just topped off the level of unprofessionalism from this manager, she was just trying one more time to squeeze out some money from me, whilst she had already decided she was going to do it for free, and demonstrated this right in front of me.
I was very disappointed with my experience here, I am returning to fix my colour, and solely because of the manager I will probably never return. Which is a shame, because at the end of the day I did like my stylist. But I was not in the wrong, and for a manager to tell me that, and treat me the way she did, not impressed.
