Unfortunately, this was yet another disappointing experience at Drybar's Paradise Valley location…read morewith the stylist Tyler and after multiple visits with similar issues, I genuinely don't see myself returning. As much as I want to love going.. I give credit where it's due always because the phoenix camelback location this wasn't an issue.
My appointment was scheduled for 5:45 PM. Due to traffic, I called ahead to let them know that my ETA was 5:47 PM at the absolute latest, only two minutes past my appointment time. Instead of simply acknowledging the heads-up, I was told that whether I could still be accommodated would depend on their availability, including potential walk-ins. When I asked whether there was a grace period for scheduled appointments, I couldn't get a clear answer. Eventually, a manager took over the call, apologized because the employee was training, and said she would notify the location.
I actually arrived at 5:46 PM, just ONE minute after my scheduled appointment. However, I wasn't seated until approximately 5:50, and my stylist didn't begin until 5:55.
I specifically requested the Manhattan style, completely straight, because I knew that adding curls or additional styling would take longer with my naturally curly hair. I communicated exactly what I wanted from the beginning.
By 6:55 PM, an entire hour after my stylist began, my blowout STILL wasn't finished. At that point, I had dinner plans and schoolwork to complete, so I personally asked her to stop. I left with an UNFINISHED blowout, which is incredibly disappointing considering I booked and expected a complete service.
What really bothered me was what happened at checkout. My stylist went to the front desk, and I accompanied her, only to find out that she initially wanted to charge me an ADDITIONAL $120 because of the time spent on my hair. Mind you, my hair wasn't even finished!
The front desk receptionist actually acknowledged that she didn't think it was fair to charge me that much considering my service was incomplete. Ultimately, I was still charged an additional $20 for going over the allotted time.
I want to be clear that I wasn't upset with the receptionist. I even told her that I understood she was simply following company policy and doing her job. I wasn't interested in arguing with someone who didn't create the policy. However, even the fact that she recognized the original charge was unreasonable speaks volumes.
This is also not my first experience with unexpected additional charges at Drybar. I have naturally curly, textured hair, and it seems that every visit comes with additional fees because my hair takes longer to style. I completely understand that different hair types require different amounts of time, but if additional charges are anticipated, that should be communicated clearly BEFORE the service begins, not presented as a surprise at checkout. If they feel like my hair is going to take longer just by looking at it then that should be clearly communicated.
My original blowout and add-on were expected to total approximately $75-$80. I don't mind paying for a service, but I do mind paying more than expected for a service that wasn't even completed.
Additionally, my stylist was not particularly welcoming or personable. There was very little interaction, and I honestly felt as though she was frustrated to be working with my hair texture. As a Black woman, that is an incredibly uncomfortable feeling, especially when visiting a salon that advertises services for different hair types.
My biggest issue is the lack of transparency and fairness. Customers are expected to respect appointment times, yet my appointment began ten minutes late. Customers are expected to pay additional fees when services run over, yet there seems to be little consideration for whether the service was completed or whether those charges were ever communicated.
I genuinely wanted to enjoy my experience, but I left with unfinished hair, unexpected charges, and an overall disappointing impression of the service. Drybar needs to do better when it comes to scheduling, pricing transparency, and providing consistent, welcoming service for clients with textured hair. Just gives if you have curly hair / are a black woman don't bother.. I guess I should have done my own research & not trusted the black models that they have on the marketing side.
