I really debated whether to leave this review because I want to make it very clear that I do not blame my stylist, Jenay, for what happened. She did a beautiful job on my hair, was extremely apologetic about the situation, and I genuinely enjoyed my experience with her personally. My disappointment is with how the situation was handled by the salon as a business.
At my previous appointments, I was told by someone at the salon that I could park in the lot across the street. Because the salon itself has VERY limited parking, I returned for this appointment under the impression that I could park in the same place. No one told me when I arrived that this had changed, despite the fact that I was greeted by the salon owner when I walked in.
While my hair was processing, the subject of my car came up and Jenay realized I had parked across the street. She immediately suggested that I check on it. When I went outside, my car was already gone. It had been towed.
I later learned that there is apparently an ongoing parking dispute involving the salon and the management of the property across the street. Knowing that this was an existing issue and that customers had previously been told they could park there, I really feel there should have been a clear system in place to warn clients. A sign on the salon door, an automated text message or notice in appointment confirmations, or simply asking clients where they parked as they show up, could potentially prevent this from happening to someone else.
The towing bill was originally approximately $350. Thankfully, because my father is a veteran, he was able to get the cost reduced to approximately $250-$260.
What upset me almost as much as the financial loss was the way the situation was handled afterward. Jenay was incredibly apologetic and clearly felt terrible. The owner was also made aware of what had happened while I was still sitting in the salon, but she never came over to acknowledge what happened, apologize, ask whether I was okay, or speak to me about it at all.
The only thing I was ultimately offered was a complimentary blowout at a future appointment, which was offered by Jenay herself. I appreciate that something was offered, but considering the circumstances and the significant unexpected expense, I don't feel that was a particularly meaningful resolution.
Times are pretty difficult financially for a lot of people. I'm a single mom, and an unexpected $250+ expense is quite a financial blow for me. What made the experience particularly upsetting was feeling as though the situation and the financial consequence that landed entirely on me, was simply brushed aside.
Again, I do not blame Jenay. She was kind, apologetic, and did beautiful work on my hair. Mistakes and miscommunications happen. My disappointment is with the lack of a system to communicate a known parking problem to clients and, especially, the lack of communication, empathy, and customer service from management after the situation occurred.
I also want to add that this was not my first time supporting this salon. I previously spent approximately $300 on a coloring service and another $300 on a keratin treatment, in addition to the $100 I spent at this most recent appointment... roughly $700 altogether. I genuinely enjoyed my interactions with Jenay and had every intention of continuing to come back. That's part of why this experience was so disappointing. After giving the salon a significant amount of business, having an unexpected $250 towing expense arise from a parking situation I had previously been told was okay and then receiving no acknowledgment or apology whatsoever from the owner, left me feeling like my business simply wasn't valued.
I sincerely hope the salon puts something in place so another client doesn't have the same experience.
UPDATE: After posting this review, the owner contacted me to discuss the situation. Jenay also reached out, sincerely apologized again, and refunded the full $100 for my most recent service. I greatly appreciate Jenay doing what she could to help make things right. read more
