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| - On my second and final visit to Tommy Gun's at Southcentre Mall I received an average cut and the worst shave of my life. Please read my previous review for the full scoop. The reason for this review update is the escalation and aftermath of my awful experience at Tommy Gun's.
It's rare that businesses have a perfect track record; we all mess up, my gory visit to Tommy Gun's just happened to be a much bigger screw up than most. After I was able to shake my uneasy feeling with how I had been treated I knew I couldn't let it slide; I had to make my experience known to the proper parties to see if they would right their wrongs. There was no manager on-site when it happened, but we left a message via phone call with the girl at the front explaining the situation and that we wanted to speak to a manager ASAP.
The next day two things happened, first a Manager (Alex) from Head Office caught wind of my bad review and wanted to ensure that someone was getting in touch with me and wanted to know when the situation was resolved. Although he didn't really escalate the process, he was quick to acknowledge my complaint and wanted to make sure it was being looked after. He may have stepped in further for all I know, but shortly after the Southcentre location opened for the day I got a call from the manager Shannon who had received my message. Shannon was a fantastic listener and heard out all my issues/complaints. It was clear she was concerned with what happened with my experience and wanted to ensure the appropriate corrective action was taken. At no time did she try to challenge me or bring false claim to the matter at hand, rather she valued my feedback and wanted to know what went wrong so that this kind of thing would not happen again, I was really impressed. For the corrective action I was offered a complementary cut and shave from either herself or the girl I visited on my first experience who did a good job and whom I had no complaints with. This would not suffice for me as I just had too sour a taste in my mouth with Tommy Gun's and absolutely zero desire to return, simply put I wanted a refund. I just could not get over the fact that I was allowed to leave paying full price despite looking like a bloody mess, I should have been comped on the spot by either the stylist or the front desk without having to escalate it to a manager. The second they let me walk out like I did, paying full price, I was already I lost customer.
For the refund I wanted, Shannon would have to talk to the owner / her supervisor as this kind of action isn't an everyday occurrence for them. I was also happy to know that she would be having a 1-on-1 with the stylist I visited and the receptionist who played a secondary role by not doing anything. Not sure what became of this, but I have no doubts in Shannon's promise to ensure that the situation would receive the proper attention and remediation internally to prevent future instances. After some time I received a call back from Shannon, they would be doing a full refund of the "Original Classic Shave" including GST :), this I could live with as the cut was passable. I had received my refund as promised, so I am happy with this final outcome, which is why I'm giving them +1 stars back. Through this process they displayed great conflict resolution and corrective action to make an awful situation right again. I do hope that they take the experience as a whole to heart, because the business model they're trying to create with Tommy Gun's is a good one. But a business is still only as strong as the people behind it. If they get the right employees working for them and executing on their business model properly they'll be an easy 4 star business, potentially even 5, but this will never happen with the team base currently in place. Here's to hoping they can change for the better, so future visitors don't have to experience what I had to. Cheers,
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