BEWARE OF HORRIFIC OWNERS!! Would be 0 stars if possible…read more
When I tell you this is the WORST beauty salon experience I've ever had, I mean it. I have never left a salon sobbing until today. The extreme unprofessionalism, lack of communication, and complete lack of accountability from the owners was unbelievable.
I had a 3:30 PM appointment booked through ClassPass at Grey Beauty Salon. I drove almost an hour to get there, only to arrive and find the salon dark, locked, and completely unattended. There was no sign explaining a different location. I called the number on my booking confirmation multiple times, waited on hold for "Gretel," and messaged the salon on Instagram. No response.
I eventually found that Gretel had WhatsApp under the same number and contacted her there. She explained she was outside the U.S. and claimed they had texted me a few hours earlier saying the address on my confirmation was incorrect. The "text" had apparently been sent to the automated ClassPass number/message, so I never received it. Regardless, I had an event to attend and had already driven nearly an hour, so I went to the alternate location I was given: Royal Nails & Beauty.
When I was two minutes away, an employee from Royal Nails & Beauty actually CALLED me to confirm my appointment and ETA. I arrived, checked in normally, and they clearly knew who I was.
The stylist, Mirisleidis (I apologize if I misspelled her name), was AMAZING. She washed my hair, asked how I normally styled it, and provided the kind of professional service you would expect. I was even offered coffee. Everything was completely normal--until halfway through my blowout.
A tall woman with a black bob approached me without introducing herself and asked if I was the 3:30 ClassPass appointment. I said yes. She then looked me directly in the eyes and told me, "Your appointment was CANCELLED."
I was completely confused. Gretel, who I understood to be an owner/partner of the businesses, had specifically directed me to this location. Royal Nails & Beauty had just called me TWO MINUTES before I arrived to confirm my appointment. I had checked in, the staff knew I was expected, and my service had already started.
Instead of trying to resolve the situation, the owner repeatedly told me my appointment was cancelled. I showed her my ClassPass confirmation and all of the messages proving what had happened. I even offered to rebook and pay the difference. I repeatedly tried to find a solution. She offered none.
Instead, I was told that I was being rude and disrespectful IN FRONT OF OTHER CLIENTS AND EMPLOYEES. I was sitting there with half of my hair wet and half dry, after already driving nearly an hour and dealing with the first salon being closed and unreachable.
Eventually, she told the stylist to only dry the top of my head so I "wouldn't leave with wet hair," while specifically warning me that it would not match the bottom half. Thankfully, the stylist was an absolute angel and did a great job drying my roots. I tipped her well because NONE of this was her fault.
The most unbelievable part? I was later told that the appointment had apparently been cancelled while I was ALREADY AT THE SALON. The owner claimed she had informed the receptionist, yet I had checked in and received a confirmation call immediately before arriving. Again: COMMUNICATION.
At the end, the owner told me this was not the place for me and that she did not want to see me there again. On that point, she was absolutely correct--I will NEVER return.
It is such a shame because the stylist and staff were genuinely kind and professional. The problem was the ownership and management.
Business owners need to understand that mistakes happen. What matters is how you handle them. Instead of acknowledging the obvious communication failure and trying to make things right, I was blamed, embarrassed in front of everyone, and left without a proper resolution.
If you value your time, money, and basic respect as a customer, I would strongly recommend going elsewhere.
