The only reason this place gets even one star is because the stylists are awesome! I see Marla or Elisa, and both are EXCELLENT. This review has nothing to do with my hair, but with the customer service and overall performance as a business.
Their "Prepay" Policy:
Last year, I had one no-show appointment due to a calendar mistake, and as a result have been punished ever since. When I tried scheduling my last appointment, all of a sudden they decided to tell me that I had to prepay for my service due to that one no-show (a year ago). I could understand if I no-showed frequently, but once? This policy is absurd and just bad business. Luxe is a customer service industry, and when you're paying anywhere from $100-200 to get your hair done, you expect some flexibility. The policy doesn't indicate what happens if you have to reschedule, or if the stylist reschedules, so as far as I know, they just keep your money.
Scheduling:
Half of the time when I call Luxe, nobody answers. When you work full-time, it's frustrating to not be able to get through to a business that has a receptionist when you have a few minutes free to make an appointment. I have an easier time booking a doctor appointment than I do with Luxe. You have to book 6 weeks out in advance if you need an evening or weekend appointment. Also, their receptionist and stylists have booked my appointments before, and have mixed up the date, causing a huge inconvenience (waiting six weeks to hear "oops! sorry!" is not okay). I have a friend who goes there too, and she said this has happened to her on more than one occasion. Apparently, there is no repercussion for them to make a mistake on their calendar, but when the paying customer makes it, you now have to prepay your services.
Parking:
It's difficult to find street parking downtown, and most appointments take longer than 2 hours. Usually the stylists will run out and fill your meter, but it's still frustrating.
Bad Manners:
I emailed Luxe a cordial email covering what I covered above, in the hopes that someone would contact me and at least apologize. Nobody replied. I will never go back here, which is unfortunate because I love Marla and Elisa. I've told several friends about my experience here, and they've since boycotted Luxe as well.
I now go to Premiere Salon & Spa by the Farmer's Market, and they are WONDERFUL. You can grab a Batdorf & Bronson coffee, get your hair done, then cross the street and buy some fresh veggies...and it's all Aveda products! Win win win win! read more