I really wanted to love this place because my first experience was great. About 2-3 weeks ago, I…read morecame to Sylvia's Hair Braiding for the first time, and everything went smoothly. Online booking was easy, and I was in and out in about 2.5 hours. I was so impressed by how efficient they were that I decided to bring my children here as well.
Unfortunately, my second experience was completely different. I booked my children's appointments the day before the 4th of July and had even called two days prior because I needed help with the online booking. The employee I spoke with assisted me but never mentioned that they would only be accepting walk-ins.
When we arrived for our scheduled appointment, we were greeted at the door and told they were only taking walk-ins. The salon was already packed. I explained that I had called ahead and was never informed of this change, but no one apologized, acknowledged the inconvenience, or attempted to offer any accommodation. The owner was there, sitting at the first chair in pink, braiding a client's hair the entire time, and never even spoke up or acknowledged the situation.
After being told they were only accepting walk-ins, they took down the hairstyles my children wanted, discussed pricing with me, and agreed to call me when they were ready since I explained that I live nearby. Nearly two hours later, I received a call asking me to bring one of my children in. I returned immediately after. Once there, I was told it would be "10 minutes or less" before he would be in a chair. Instead, we waited for an hour before my son was finally called back. While I'm glad he was eventually seen, the wait was far longer than what we were told, and no one ever acknowledged the delay or apologized for yet another inconvenience.
I will say there was one kind gesture during the entire experience. One of the braiders noticed I had been standing the whole time and offered me her seat. I declined because she needed it as well. I genuinely appreciated her thoughtfulness, and it stood out because it was the only act of kindness we experienced throughout this ordeal.
What has been most disappointing is how I was treated throughout this entire experience. Instead of empathy or even a simple apology, I felt like I was being met with rude looks and dismissive. Whether that was their intent or not, that was the impression it left. As a paying customer whose scheduled appointment wasn't honored, I believe I had every right to be frustrated. At no point was I disrespectful or rude; I simply wanted clear communication and the courtesy I believe every customer deserves.
Good customer service isn't just about doing great hair--it's about how you treat people when something goes wrong. A simple apology, honest communication, and realistic expectations beforehand would have gone a long way. I understand that mistakes happen, but the complete lack of accountability and professionalism is what was most disappointing.
