Extremely Disturbing Experience - Verbal Abuse, Intimidation, Threats of Police Involvement, and…read moreSerious Safety Concerns
My husband, a longtime customer of Lady Jane's in Willoughby, and I had an absolutely appalling experience at this location on October 7, 2026. I am approximately 37 weeks pregnant, and what should have been a routine haircut turned into one of the most disturbing customer-service encounters we have experienced.
We arrived at approximately 5:18 p.m. after I had called ahead. From the moment we entered, the female employee, Jennifer, who ultimately cut my husband's hair was visibly hostile, glaring at us without offering a greeting. I also observed her behaving unpleasantly toward an elderly customer immediately before us.
When my husband attempted to explain the haircut he wanted, she rudely interrupted him, stating, "I know what I'm doing. I've cut your hair before."
She rushed through his haircut and became increasingly irritated when he politely requested that she cut it shorter. She began sighing dramatically, breathing heavily, making exaggerated facial expressions, and arguing with him.
The situation escalated into outright verbal aggression. From the waiting area, I could hear her loudly yelling at my husband. When I approached to ask what was happening, she was visibly shaking, shrill, and repeatedly shouting, "Don't talk to me like that!" while refusing to allow him to speak.
This employee was behaving in an extremely agitated manner while handling scissors and clippers near my husband's head and neck. As a woman who is 37 weeks pregnant, I became genuinely concerned for his physical safety and felt compelled to intervene.
After approximately two to three minutes of this confrontation, I asked for a towel, personally wiped the remaining product from my husband's neck, and told him to leave the chair.
His haircut was left visibly unfinished and uneven, with one sideburn angled and the other straight. This is particularly upsetting because my husband is a physician with important professional interviews approaching. We have time-stamped photographs documenting the unacceptable condition of his haircut immediately afterward.
When I questioned whether she seriously expected us to pay for this incomplete service, she responded:
"I don't care what you do, I just want him the fuck out of my chair."
Absolutely disgraceful language and conduct from someone employed to serve customers.
When I requested her manager's name, she refused to provide it.
What happened next was even more disturbing. As my husband was already approximately 15 feet away and leaving the establishment, she began claiming that she felt threatened and that he might assault her. From what I personally witnessed, this accusation was completely unwarranted. He was disengaging and leaving.
She then threatened to call the police on me, a visibly pregnant woman who was simply trying to remove her husband from an escalating confrontation and obtain management information.
I find the use of police involvement as an apparent intimidation tactic against dissatisfied customers deeply troubling. I am entirely willing to provide my account to law enforcement myself and welcome an objective review of any available surveillance footage.
We are a minority couple, and the disproportionate hostility toward my husband, followed by the attempt to portray him as physically dangerous, also raised serious concerns for us about possible racial stereotyping and discriminatory treatment. I cannot know this employee's motivations, but the circumstances warrant investigation.
I am particularly appalled that this employee continued escalating the confrontation despite my visibly advanced pregnancy. No customer, pregnant or otherwise, should be subjected to this degree of verbal aggression, intimidation, and hostility over an ordinary haircut.
I will certainly be contacting the Store Manager Brittany, first thing tomorrow morning to formally report this incident and demand accountability. I also intend to escalate this matter to Lady Jane's corporate leadership and request preservation and review of the available surveillance footage.
My husband has patronized this establishment for quite a while. After today's experience, neither of us will ever return to this location.
This was not simply a bad haircut or an employee having an unpleasant day. It was an alarming breakdown of professionalism, judgment, and basic customer safety.
I strongly caution prospective customers about our experience at this location. No one should have to endure verbal abuse, profanity, accusations of violence, or threats of police involvement simply for requesting a haircut adjustment. What the hell. Seriously. It seemed like she was psychotic and in an altered state. Traumatic.
Less than one star. An absolutely unacceptable experience. I will certainly be reaching out to the Store Manager in the morning and I've also reached out to Corporate.
