I went in for a cut and highlights in July...here's my take.
The bad:
I walked in 10 min before my appointment and was kept waiting 45 minute above and beyond my appointment time. The receptionist didn't acknowledge me other than to check me in when I first walked in. She didn't pop by to let me know that my stylist was running late, etc. My stylist also didn't come out to let me know...I was frustrated and annoyed as I don't have a lot of "spare" time and I find that rude - especially when you're paying for a service. The receptionist kind of made me feel like she was doing ME a favor.
The good:
I saw Kayla as my stylist and she was sweet and adorable and I enjoyed chatting with her. She listened to me, made suggestions as I wasn't sure about what I wanted and I loved the color of my highlights. She also took extra time to curl it when she styled it at the end and made suggestions on styling it.
The "meh":
The cut was just ok. I liked it when I walked out, but there was something about it that made it difficult to style. :( The first few weeks I had to really struggle with it. Now that it's grown out, it's better. Also, I don't know what products they use, but I've never had this experience when I've had highlights done (it's usually the opposite), but the portions of my hair that had been highlighted felt and looked damaged and overprocessed.
I'm debating about going back or not. I liked Kayla a lot and do like the color of the highlights (I have brown hair and wanted something lighter and more of a caramel, but not too blond), but the overall experienced seemed kind of a downer - esp how I was treated when I first got there. :( We all know it's not cheap to get your hair done!