I am beyond frustrated and disappointed with this salon. This is now the THIRD appointment in a row where I've had a terrible experience, and at this point, it's very clear there is a serious issue with how the salon and front desk are being managed. I never experienced problems like this when it was Paul Rehder.
The first time, I scheduled a haircut. I have waist-length hair, yet the front desk failed to schedule enough time with my stylist to accommodate the length of my hair.
The second time, I scheduled a simple root touch-up with John, who is not my usual colorist. He didn't fully cover my grays. When I pointed them out while he was blow-drying my hair, he told me it was "just the lighting." On top of that, while blow-drying my hair, he repeatedly mentioned that he didn't really know how to do blowouts because he typically doesn't work with long hair. I left feeling like I had completely wasted my money.
After that appointment, I completed the salon's customer survey and explained exactly how disappointing my experience had been. I never received a phone call, email, apology, or acknowledgment from anyone. Nothing. Why bother asking customers for feedback if management has no intention of responding when someone reports a bad experience?
My third experience was by far the most frustrating because I went OUT OF MY WAY to prevent the exact scheduling problems that had happened before.
I called to schedule a double-process color appointment and was extremely specific with the front desk. I explained that I have long, dark hair and needed a root touch-up AND ombré. I specifically told them that my hair requires extra processing time because, from experience, it takes approximately 2.5-3 hours for the bleach to lift my ends to the light caramel color I want. I also reminded them that because my hair is waist-length, my haircut requires additional time. I specifically requested that my haircut be scheduled BEFORE my color.
I waited 3 1/2 weeks for an appointment because I wanted both my regular colorist and stylist available. I had absolutely no problem waiting because they are phenomenal and worth waiting for.
Because I had already experienced scheduling issues with the front desk, I actually CALLED BACK A SECOND TIME specifically to confirm everything: haircut first, extra time for the haircut, double-process color, and enough time for the ombré. Instead of appreciating that I was trying to avoid another scheduling issue, the front desk came across as dismissive, as though I was unnecessarily reminding them how to do their job.
Then I arrived for my appointment on Saturday and discovered that despite TWO separate conversations with the front desk, they had STILL scheduled it incorrectly.
My colorist greeted me first, and when I told her my haircut was supposed to be scheduled before my color, we realized that wasn't what had been booked. Then, when I explained I was getting my root touch-up and ombré, she told me the front desk had only scheduled me for a SINGLE process. On top of that, they also failed to schedule the additional time for my haircut that I had specifically requested and confirmed twice.
My colorist and stylist did everything they could to collaborate and try to accommodate me, but it was a Saturday and they were understandably fully booked. This was NOT their fault. They were put in an impossible situation because the appointment had been scheduled incorrectly from the beginning.
Ultimately, I had to reschedule my ombré for another day. This is incredibly inconvenient considering I live approximately 45 minutes away and Saturdays are the only days I'm available.
What makes this so frustrating is that this was completely preventable. I communicated exactly what I needed. I explained the length and color of my hair. I explained how much processing time it normally takes. I requested extra haircut time. I specified the order of the services. And because of my previous bad experiences, I CALLED BACK A SECOND TIME TO CONFIRM EVERYTHING.
What else is a customer supposed to do?
Three disappointing experiences in a row is no longer a simple mistake. It reflects poor communication, poor scheduling, and poor management. I genuinely love my regular stylist and colorist and think they are phenomenal, which is the only reason I continued giving this salon additional chances. Unfortunately, the repeated front-desk and scheduling issues have made what should be an enjoyable salon experience unnecessarily stressful and frustrating.
For the amount of time and money clients spend at a salon, basic scheduling, communication, and customer service should not be this difficult. read more