I have been a loyal customer of Jovi Salon for over two years, returning regularly for appointments…read moreand trusting the salon with my hair. That history makes this experience especially disappointing.
A few weeks before my appointment, I had my service changed to a move-up only because I did not need a shampoo. During that conversation, I was never told that I would need to arrive with completely dry hair. Had anyone explained that requirement, I simply would have come with dry hair.
On the day of my appointment, I called the salon before leaving because I wanted to confirm that arriving with damp hair would be okay. No one answered, so I left for my appointment. While I was driving, the salon returned my call, and I answered. I explained that I would be arriving approximately four minutes late, which was still within their stated five-minute grace period, and I wanted to confirm that my damp hair would not be an issue.
That is when I was told the service could not be performed.
This was not a situation where I ignored instructions or failed to show up. It was a communication issue caused by information that was never provided to me when the appointment was modified.
When I spoke with the salon manager, Leah, I hoped we could have a constructive conversation about the misunderstanding. Instead, I felt like I was repeatedly interrupted while she focused on explaining the policy rather than listening to my concerns. Although she ultimately waived the cancellation fee, she also informed me that I would no longer be allowed to book appointments at the salon.
After being a loyal client for over two years, being dismissed over what was clearly a misunderstanding was incredibly disappointing. There was no effort to acknowledge that the communication from the salon had been incomplete or to work toward a reasonable resolution.
This experience also brought to mind other concerns I have had over the years. On multiple visits, I was seated at the center table rather than in one of the traditional styling stations while paying the same premium prices as other clients. While I understand there may be operational reasons for the seating arrangements, it often left me feeling like I wasn't receiving the same salon experience.
Additionally, there were many appointments where my stylist was working on two or three clients at the same time. I recognize that this may be common practice in some salons, but as a client paying premium prices, it often felt like my appointment was fragmented. Instead of receiving focused attention throughout my visit, there were frequent interruptions while other clients were being serviced. Over time, it left me feeling that the level of attention and overall experience did not reflect the price I was paying.
I understand that businesses need policies, but those policies should be supported by clear communication, consistency, and a willingness to work with loyal clients when misunderstandings occur. Instead, after trusting this salon with my hair for over two years, I was told I could no longer book appointments because of a misunderstanding that could have been avoided with better communication.
I appreciated that the cancellation fee was waived. However, I was surprised that instead of treating this as a misunderstanding and clarifying expectations for future appointments, the solution was to permanently refuse future appointments.
I don't write negative reviews lightly, especially for a business I've supported for years. Unfortunately, this experience left me feeling unheard, undervalued, and unwelcome. I hope this feedback encourages the salon to improve communication with clients and to handle misunderstandings with the same care and professionalism that customers expect when they invest in premium services.
