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| - I visited this location after being recommend by a close friend. I was going to have my hair and makeup done for my engagement shoot happening shortly after my appointment. This was a horrible experience and I apologize for how long my review is.
To start off, the staff at the King West location have no concept of customer service. They do not answer the phone in a timely manner (3-4 phone calls they notice its ringing), they do not answer voicemails, and overall have no concern for the clients. As a professional who works in customer service myself, I have a high standard of how things should be handled and this whole situation has gone sour.
After bringing in multiple photos of both hair and makeup (loose curls and natural makeup) I felt excited about how flawless I would look for my shoot. However, the outcome was the complete opposite. Firstly, my loose waves were Shirley Temple-esque and up to my chin. I was told it would fall naturally - it didn't. Secondly my makeup was so dark (used dark brown eye shadow) and my eye lashes looked like they were glued on by a child. My makeup was also done in a dark corner of the space and I asked the technician if it would be okay and her response was "Ya - I do this all the time!". Clearly having good lighting for makeup isn't important. Without having time to get things fixed up (my shoot was at 10am and my appointment ended at 9:45am) I paid my HUGE bill ($193.00) and left. Included in this bill was a 20% gratuity which I would not have paid, but apparently it is a store specific policy to charge it. No where on the website does it say this and I was never informed upon booking my appointment.
Long story short, I was 20 minutes late for my shoot because I was desperately trying to fix my hair and makeup, my eyelash fell off mid shoot (which ended up with both of them being taken off) and now I am being charged by my photographer for additional editing based on how dark my eye make up is. Horrible.
I reached out to the location because my credit card had been charged twice for the services and had a chance to speak to the Operations Manager, Zari. Zari said she would look in to my other issues and get back to me. Not hearing from her for a few days, I ended up emailing her yesterday asking her to call me and her response via email to my complaints was that she was sorry and all she could offer me was 10% of my next services and a hair treatment. When I ended up getting a hold of her via phone, she repeated the same dialogue and indicated to me that there was nothing else she could do because she had already paid her staff. Are you kidding me? This is a huge corporation with locations all over North America and her only option was to give me 10% off? That isn't even tax! A better resolution would be to offer me a free makeup application or blow out service but instead, I get 10% and a scalp treatment. Its unacceptable.
Zari finally gave me the email to corporate and I have sent them an email and expect a better resolution to my issue. However, she did indicate that they are just going to send me back to her so in the event that they do, here is this review.
I am so disappointed in how this was dealt with. Stay far, far away.
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