I booked my first-ever lash extension appointment with ANGIE for my birthday and was really excited…read moreabout it. Unfortunately, I received a generic text the day of my appointment saying it had been canceled. No one called me to explain what happened or discuss rescheduling, so I had to call the salon myself.
When I called, I was told that my lash technician had to cancel because "something came up." I asked if they normally cancel appointments without calling the client and whether this happens often. The person I spoke with said, "Yeah, I think she had an emergency... anyways, you should have received a text."
Obviously, I received the text -- my issue was that no one actually contacted me personally or offered any explanation or assistance with rescheduling. And the response to my question about whether this happens often was also unclear, which left me even more disappointed.
To be completely fair, if there really was an emergency, I absolutely understand that emergencies happen and that things can come up unexpectedly. My issue is with how the cancellation was handled and the lack of communication and customer service afterward.
This appointment was specifically scheduled around my birthday, and I had been looking forward to my first-ever lash extensions. Unfortunately, after this experience, I decided not to become a client.
UPDATE in response to the salon:
Your response gives a substantially different reason for my cancellation than the one I was given by phone. I was told "something came up" and that the technician may have had an emergency. No one mentioned safety concerns or said my messages were the reason. Months later, your response says the appointment was canceled because the technician felt stalked. Why wasn't I given that explanation when I called?
Since you have publicly characterized my actions, here is the context. This was my first lash appointment, and a friend advised me to send my preferences early so the technician could read them when she clocked in. My message said:
"Hi, I'm ____. I'm booked with you today at 3pm for my first-ever lash extensions! I originally booked a classic set, but after doing some research, I'd actually love to switch to a hybrid set instead.
I just wanted to let you know in as much advance as possible. I'm super excited but also a little nervous since it's my first time ever doing extensions, and my lash health is my pride, lol. Also, I wanted to thank you so much for accepting my appointment today, especially since it's my birthday tomorrow. I'm so excited to meet you!"
What about this polite, appointment-related message constitutes stalking? It contained no threats, demands, or intimidating language. I was excited and communicating my preferences not trying to frighten or harass anyone.
You also claimed the technician's personal number was not publicly listed or provided to clients. Her Instagram was tagged in a recent post on XLIV Beauty's Instagram, and her public profile said "Text only - No DMs" with a "Text" button.
Read that again: "Text only - No DMs." Her profile directed people toward texting. I used the contact method publicly displayed on her professional profile. That reasonably led me to believe texting was appropriate for appointment-related communication.
Yes, I sent the message at approximately 2 AM. I had gotten off work late, and that was a normal hour for me to be awake. My friend advised me to send my preferences in advance, and I assumed the technician--like many people who use sleep mode overnight--would read the message when she woke up or clocked in. I wasn't expecting an immediate reply. I understand a late-night notification may be uncommon, but the timing alone does not establish malicious intent.
I respect employees' boundaries and safety, and a business can cancel an appointment if it has concerns. My original review was about how the cancellation was communicated: I received a generic text, had to call myself, and was given a different explanation. Your response months later introduces a serious allegation that was never mentioned to me at the time.
I stand by my original review. Based on the message I sent and the public contact instructions, I disagree with portraying my appointment-related text as stalking. A business can stand by its decision while still communicating clearly and professionally. I hope you improve how you communicate cancellations and respond to customer feedback.
