I do not normally leave negative reviews, but this experience was frustrating from start to finish…read more
We were told the wait would be approximately 20 minutes. After waiting 53 minutes in the lobby with no updates, we asked for an estimate and were told there were still "a couple more" people ahead of us. At no point did anyone proactively communicate that the wait would be significantly longer than promised.
When we expressed our frustration, staff didn't ask if we wanted to remain on the list--they told us they would simply remove us from it. We chose to leave.
The owner followed us outside and asked what he could do to make things right. A genuine attempt would have been offering immediate service, a discount, or a gift certificate for the nearly hour-long wait. Instead, when we explained why we were upset, his response was, "You've gotta work with me here," before walking away.
Delays happen. Tattoo and piercing shops get busy. The issue wasn't the wait--it was the inaccurate estimate, lack of communication, dismissive attitude, and complete failure to take responsibility when given the opportunity to resolve the situation.
I've spent plenty of time in tattoo and piercing studios and understand how the industry works. What I don't understand is treating potential customers as though their time has no value.
Based on this experience alone, I would never recommend Big Brain to anyone.