For over 50 years, I have only used Aveda salons. A few years ago, my very ill daughter and I moved…read morehere from Virginia for medical care. On September 10, 2021, Sanctuary was the first salon I used in the Twin Cities. I handed the stylist (Deanne) my Aveda formula that I had used for years in Virginia for my color touchups. She followed it and I left happy--with a head full of gold tones.
July 21, 2022, I came back for another touchup; this time the stylist was Lindsey. I again asked her to use my Virginia formula and gave it to her. She agreed, but then changed the color (without my OK). My hair came out very dark brown. She refused to redo it with the gold color. The manager refunded my $200 after a two weeks, and I vowed to myself that I'd never come back!
Then recently, I heard that the Sanctuary stylist, Deanne, was a master at spiral perms. I broke my hard rule about never returning to Sanctuary and tried to schedule with Deanne for July 30, 2025. The receptionist refused to accept me for an appointment! She vaguely said, "Four years ago there was an issue of some sort." I persisted and she finally scheduled me. After my color, Deanne and I planned my perm timing, and I was excited to do it!
September 23, 2025, I brought my daughter (and her caregiver) to Sanctuary with me so Deanne could give my daughter a condition/cut and give me a color touchup. When I paid the bill, I asked the cashier to please break down the various charges, because my daughter had to pay me back for her services. The cashier said her machine couldn't do that, so I asked her if she would please write down the separate charges. It took her a while to look up the price of each service, then I had my list and we all left.
But then when I called to schedule my perm, the manager answered the phone and berated me for being rude to the cashier during my last visit. (! ? !) I was stunned and quite hurt at such accusations! I told her she had to have the wrong person; that certainly never happened, nor would I do such a thing! She hesitated and then said she "would recheck her video" of the front desk that day and call me back." It didn't take her long to respond and she was very discourteous to me and used a derisive voice. That manager told me she "was positive the video showed me being rude to the cashier and I could never come back to Sanctuary!" I cried after I hung up, and I stayed morose for several days.
It finally dawned on me what must have happened! That video could not have sound, or she would have heard what I said. It had to be because my checkout took longer than normal, that the manager assumed I was being impolite. (It took longer because the cashier was looking up the various charges and writing them down for me.)
Now, even though Sanctuary may have the BEST spiral perm stylist, NEVER EVER (EVER!) shall I return there! How can they keep their Aveda reputation (or even stay in business) when their manager seeks out ways to run off good customers........
PS. I am also sending this review to Aveda HQ.
