Worst customer service experience ever -- and apparently, appointments are fictitious…read more
I called on Thursday to schedule an appointment for an eyebrow wax. The woman who answered the phone mentioned that she had never worked at that location before. I thought nothing of it at the time. In hindsight, perhaps I should have asked whether she was also unfamiliar with the concept of actually making an appointment.
I arrived at 12:28 p.m. the following day for my scheduled appointment. The woman at the front desk looked at her computer and informed me, "You don't have an appointment."
I replied, "Yes, I do. I booked it yesterday."
Her explanation was that the person who had answered the phones the previous day was not there that day.
At that moment, an esthetician had just finished with another client. I asked if she could please do my eyebrow wax since I had, in fact, made an appointment and was standing there ready to be serviced.
Her response was a curt, "No. I have another client coming in."
I explained that I had driven 15 minutes to get there, had an event that evening and another one the following day, and asked if she could please do the wax quickly before her next client arrived....given that I too was a customer...who had made an appointment.
She said, "I have to go check the room."
I now understand that this was apparently code for "I'm going to disappear and hope this situation resolves itself." She never returned.
I then begged the woman at the front desk to please help me. Her only response continued to be, "You don't have an appointment."
I reminded her, "Yes, I do. YOUR STAFF MADE MY APPOINTMENT."
She continued to ignore me.
Then, in what can only be described as impeccable comedic timing, the phone rang. From the conversation, I could tell the customer calling was trying to reschedule an appointment. The front desk employee looked at her computer and told the customer on the phone:
"But I don't see an appointment for you."
Well. This was interesting.
Apparently, my disappearing appointment was not an isolated incident. We had now established a pattern: appointments apparently exist only until someone at the front desk looks for them.
Meanwhile, the customer for whom the esthetician had allegedly been waiting had still not shown up.
I again asked the front desk employee to please ask the esthetician if she could quickly do my eyebrows, particularly since this entire situation was the result of an error made by their employee.
Her response?
"No. The person coming in is a regular."
I replied, "I AM A REGULAR." I have a "wax pass." ( No need to be impressed. You can fork out cash & get one too.)
At that point, she completely ignored me.
I then asked for the manager's phone number. I was told, "I'll take your number and have the manager call you."
Well, it has now been more than 72 hours, and I am still waiting for that call.
I can only assume the manager disappeared too -- perhaps along with my appointment, the rude esthetician, and the fictitious non-existent customer for whom said rude esthetician was allegedly waiting.
I left at 12:40 p.m. Twelve minutes had passed since my arrival. I could have had my eyebrows waxed, paid, and been on my way by now.
The esthetician was nowhere to be found, the "regular" customer never showed up, and no one seemed remotely interested in resolving the problem.
I understand that mistakes happen. What is unacceptable is the complete lack of accountability and the dismissive, rude way I was treated when I tried to resolve an error that was made by your own staff.
I made an appointment. I showed up on time. I drove 15 minutes to your location. I was prepared to put another stamp on my coveted wax pass, and I would even have gratefully tipped rude esthetician. And somehow, I was treated as though I were inconveniencing your staff by expecting them to honor an appointment that THEY scheduled.
A FORMER REGULAR
