I have been a client for 13 years and always happy and have frequently referred friends to Rolfs. Ava has been my stylist and is a master stylist....color, cut, and personality and frankly I would follow her anywhere and have through the remodels and new salons. This is an upscale salon and there are no surprises with high quality service and care and the prices that go with that. BUT....I am officially not happy with what happened today.
Recently, they have a new "company wide" policy that requires each stylist to choose their speciality. Today I visited for my monthly color, trim or cut, and blow dry. Takes at the most an hour and a half. Today, two and a half hours later I was paying my bill after nearly double the time. The new policy caught me totally by surprise (I thought I was one of the lucky ones that might be grandfathered in....not so.) I found out half way through my services as I was being shampooed that apparently the person who scheduled my appointment failed to tell me that I was also being scheduled with an unknown stylist for my blow dry.
I am the client and it is my choice to drive 15 miles and my choice to select my stylist. I come for excellence, consistency, professionalism, and frankly a stylist that I trust. This is a lousy business policy for what has been one of the premier salons in town. Not sure I will return.