I made an on-line appointment for a haircut in September. I was seated within minutes of arriving, and the stylist asked me if I still liked a number 4 length, implying that she had accessed my profile. After confirming, she went about her business, and five to ten minutes, I was out the door. As I walked to my car, I couldn't help feeling that I had been given the "bums' rush".
The next morning, following a shower, I had a difficult time getting my hair to cooperate with my brush. The haircut was pretty bad. I went onto Great Clips web site and sent them a message describing my visit and my opinion of the haircut I had received.
They answered rapidly, indicating their concern, and advising me that someone from the store would be in contact with me shortly. After an acceptable delay, the store's general manager contacted me and offered to have me back immediately to have the damage fixed. Additionally, I was offered 3 free haircuts and a complimentary bottle of shampoo. My initial reaction to the offer was one of surprise. I thought it was quite generous. Since my hair was already as short as I wanted it, I asked if I could let it grow out and return at a future date. The GM answered in the affirmative, and told me the information regarding the free haircuts and shampoo would be put on my file.
I returned to the store in the beginning of November, when a different stylist confirmed my on-line reservation, sat me sown, cut my hair (well done), then proceeded to charge me for the service. I didn't want to get into a discussion in the store over a free haircut (never mind a complimentary bottle of shampoo). When I returned home, I emailed the GM, described the follow-up visit (including the fact that the information about the free haircuts etc. was not put into my file), expressed my dissatisfaction with the lack of follow-up, and asked how we proceed. It's now the end of November and I'm still waiting.
It's bad enough to get a poor result from a hair stylist (barber) and to be left with the feeling (as you exit the store), that your hair was cut in the most impersonal way possible (a fast clipper based shearing with virtually no conversation). Having the person in charge offer an apology as well as future compensation in the form of free services and product, and then to fumble the offer, really exacerbates an already bad situation.
Based on this experience, I would offer Great Clips a single star, since the review process does not offer a "no stars" option read more