What, you say, would cause me to so go against the grain of every glowing review? Allow me to state my experience:
Decided to put my wife's gift certificate to use on a dreary Saturday am. Called and was told that for my gentlemen s haircut and strait razor shave it would take about an hour, so we settled on the first available afternoon appointment.
Arrived to find (to my pleasure) a cool waiting room with deep cushion chairs. Was asked if i'd like something to drink (coffee sitting on counter). Being new to this, i had no idea she was offering upscale, gratis alcoholic beverages - until the next guy came in and they began talking about a new beer.
Needless to say, I changed my mind, - but was a little surprised she didn't "orient" me a a new customer. From here things started to go downhill. One of the 3 barbers (a female) got engaged with another barber (owner?) in a heated discussion about marketing (or so it seemed). Turns out she was my barber, was obviously angry, and not about to discontinue this "discussion" while cutting my hair. While i tried to make chit chat to lighted the mood, it was uncomfortable - kind of like being on a date with a married couple that argue the whole evening - nough' said?
When she finished cutting my hair after about 20 minutes or so, she removed the barbers towel from me and walked over to continue her "discussion". I honestly had no idea what was next, and was left hanging so to speak. After a few minutes of waiting I approached the cashier to find out what was up.
"Oh we only had you down for a haircut" she says. Obviously i'm a bit surprised given the conversation in the morning. After a quick consult, I'm offered the option of getting my strait razor shave with their apprentice (at no charge). Not really feeling the love at this point, i'm not exactly looking for a reason to return with a partial Gift certificate... so I decline. They fit me in with barber #1 as he is waiting for his next appoint to arrive. My shave seemed like about a 10 minute affair, and i was whisked out of there about in about 45 minutes all told, including my wait time.
Don't get me wrong, both the haircut and the shave were well executed. But that's not what your buying. I can get that at my usual barber at a fraction of the cost. The selling/price point for this is wrapped into the"upscale" service angle.
Unfortunately, i the level of professionalism I encountered here was questionable at best. Let's review:
1) No orientation to, or validation of, the "premium" service i was to receive,
2) A running argument in front of customers that was not only inexcusable, it made me feel like i was intruding.
3) A level of service inconsistent with the expectations they set- i figure I was actually served for about 35 minutes or so (exclusive of "wait time").
Had my experience been different, I likely would have found an excuse to treat myself to the occasional ' luxury - its a cool concept... just was not well executed. read more