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| - Awful customer service. Stay away!!!
I came in as a walk-in for a wash, blow dry and style at 10:30am on a Saturday morning, receptionist told me they had time for me in about 10 minutes. I let her know that I was hoping to be done by 11:40am and she said this would not be a problem. The stylist took me back at around 10:55am, at which point she realized that I wanted a style (curls) and did not have time to take me. She gave me to stylist Billy instead as he did not have any upcoming appointments.
Billy was bit rough with my hair wash but as I had product in it I figured he was just being thorough. I let him know that I wanted to leave at 11:40 like I had told the receptionist. Billy said this would be tight but I should be out within 5-10 minutes of that time because each curl would need time to set. Billy was talkative and I told him that it was my bachelorette party that day so I had decided last minute to treat myself. He made a number of comments about how I needed to be out on time. I said it was fine if we were a bit late. I was concerned about the product he was using on my hair before curling it because the bottle said "hair drying spray" and when I read the label, it indicated that "hold: 0, shine:1". Billy told me that this was what was giving my hair the curl shape and that he uses it all the time, before curling and setting with hairspray.
I left at 12:00pm and was relatively happy as my hair looked great.
By 2:00pm I could feel my hair starting to fall, and when I had a friend take a picture at 3:30pm, there was almost no curl left at all. Disappointed that I had paid $55+tax and tip, I returned to see if they could fit me in to touch up my hair. Unfortunately, the power was out at the mall due to a storm. I spoke with Billy and asked what he could do for me. He said that normally he would touch me up but there was nothing he could do with the power out. I then asked if a refund was an option since the service I had paid for was not delivered. Billy made a number of rude and disrespectful comments, telling me that the texture of my hair was the problem, that he would've used a tighter curling wand but I told him not to, that I 'rushed' him, and that he came to work expecting to be able to work the whole day and "not make $20", so why was I complaining.
I tried to calmly explained that I have never had a problem with my hair holding curls from another salon, and that I am able to do my hair at home and with the right products it will hold curls. Billy told me that it wasn't the product that he chose because he has used it on "hundreds of clients". At this point he was visibly agitated and was speaking loudly.
Another stylist came over and spoke to me. She was also rude and condescending and told me that she had a number of Asian friends with hair like mine and when she does their hair, it does not hold curls either. She then pointed to my friend and said that her hair would obviously hold curls better than mine because of it's texture. I again explained that this did not make any sense because I have never had that problem, but if that were the case, Billy should not have assured me that my hair would last all day, or made it clear that this is what I should have expected. I again asked if a partial refund would be possible since the service I paid for was not delivered. She said "you're not listening, WE DON'T DO REFUNDS. WE DON'T DO REFUNDS. WE DON'T DO REFUNDS".
I then stated that I felt this was bad customer service. I stated that while I understood that they would fit me in to fix it if the power were working, I should not have even had to come back to get it fixed. Billy came over and got in my face and said a few more rude and disrespectful things (that I can't even remember because I was so upset and trying not to lose my cool) at which point my friend jumped in because she was quite upset for me. He then turned to her and said "Who are you, the voice? Who do you think you are?"
When I asked to speak with a manager, I was told there was not one present and no other follow-up was offered. No apology for the bad styling, or the horrendous customer service.
I made a complaint with the mall Guest Services. While I was writing up my complaint, the girl working the counter let me know that they have received complaints before that the salon is quite rude to customers. Needless to say - avoid at all costs!
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