I had a horrible experience here as new customer. I had a coloring done here first and was happy with it so I decided to be a customer. After a right shoulder surgery, I wanted wash and dry for me and my daughter every week, no style (I believe that too much hot blow drying damages hair). It was not a listed service online so we had a discussion about it, agreed on a wash and 'full' dry without style service every week for two of us. I made it clear to her that I do not want to be sent dripping wet as both me and daughter have sinus issues. Sara said they do not do full dry , I asked would 75% dry be possible, she agreed. She also said due to long hair she is charging me extra, which I was okay with. This was our agreement.
First, I was assigned a person who was sweet but had very long sharp nails. As I had a sensitive scalp, her nails were hurting my scalp and was burning for hours after . I did inform this to her, she was bit careful after that however the nails still bothered me she could not complete the wash without the nails pricking my scalp. After 3-4 sessions with her, still the nails were not working for me ,and decided to take the appointments with Sara who did not have long nails. Also this service person declined to leave the conditioner in, I had thick hair and need a min for product to be absorbed. I always left with dry unconditioned hair.
And once while drying I was draped a black drape full of someone else's cut hairs !!! It was disgusting. I had to point it out that it was unclean before they changed!
The salon suggested I should buy their tea tree oil shampoo for my scalp..I agreed. Bought and used it every week. I requested to leave it in for a min before washing and they agreed. Once Sara left this ten full mins on my hair while she was being polite chatting with a known customer for long at the reception desk. I was hoping at some point she would tell that customer i have a client waiting at the sink but no. I sat there shivering in cold for 10 mins and calling out for Sarah multiple times. i asked for conditioner to be left for a min, was refused!!
We experienced different levels of service each time depending on how busy the salon was or who was drying our hair. Some would dry to the agreed 75%, some would dry 50%, some would only do 10-15%. On a busy day, I was sent away dripping wet BUT i understood they were busy still tipped the ladies and left, it was a very cold day . I came down with a bad sinus headache and bore with it. The next time, I requested for drying some more due to weather being so cold Sara did it, she did not tell me anything. Same for my daughter, varying degrees of drying.
I wanted to have a talk eventually about our original agreement to see if I can pay them more so they can give me the proper drying service I had agreed for earlier.Before that could happen, yesterday I sent my daughter with my husband for hair wash, my husband mentioned to use her own shampoo as she is a child we have a mild shampoo, my daughter too reminded them to use her shampoo even at the wash sink and the person did not do that even after reminding and in the end simply said they forgot. Both my daughter and husband were upset about this carelessness. Next came the drying issue, she was asked to leave dripping wet (mind you not even 10% dry while our agreement was 75%) When my husband said this wasn't enough , the lady got upset and said if you are not happy with our service, you need not pay and followed it with we will not serve you anymore unless you pay the charges for us for styling !!! this was shocking, because we were not there for charity. we had a verbal agreement for the service rendered to us and we were sticking to that agreement. They were not, but told my husband that we have to pay for styling costs or they would not serve us anymore !! There was no call to me, no discussion with me with whom they had the initial agreement, nothing ! I had an appointment for Tuesday (for wash and style) with Sara which she cancelled automatically without checking first with me if it was for styling or not ! I re booked another and it was cancelled again..text was sent, I got much later that said if you don't pay styling 30 dollars this service is not worth our time !!!! Suddenly they decided to not stick to what was an agreed paid tipped service! When I explained my side on text, I received a text that they reserve the right not to serve me ! Pls see full sequence of events from a customer standpoint, the least a customer deserves here is apology and a call to discuss! If you want to change something you agreed for, you pick up the phone and talk to the customer. first apologize for the way they felt and then renegotiate if you wish to ! The way you handled this situation makes me feel like you care more about 30$ than about the customer's bad experiences. We could have very well paid that for both of us. You lost two customers just because of the way the situation was handled! read more