I'm not sure if it was because I was having a bad day, but I called in to cancel my appointment and found the phone call to be quite rude. I had made an appointment the day before, but couldn't make it the day of because of unforeseen circumstances. I called in right away when I found out I couldn't make it. The person told me they're going to have to charge me. I had no idea what they were talking about so they said they need to know 24 hours before cancelling. Well, perhaps they shouldn't have taken my appointment the day before then. I have always been to Aveda along with my mother and we truly stand by their products and service but I am so turned off that I never want to go there again. I'm taking my spa business elsewhere, thanks, but no thanks. I will still buy their products, but never am I going to make an appointment there again.