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  • Thorps. Gee whiz...for 1.5 years I was a major fan. You had me sold as a loyal customer. What went wrong? First of all, I will say that Frances was my stylist and she is lovely! Every time I would visit, we would gab about things relating to baking projects we've tried, books we were reading, work lives, our romantic lives, and upcoming trips we were taking. General, but fun banter and jabber. She colored my hair a few times and really took care of me well as a customer. The only frustration was a lack of response to my emails - especially in regards to my reason for leaving. I grew frustrated with Thorps' reception team. I ended up missing 3 total appointments in my 1.5 years. Two of these were out of my control, dealing with work situations that came up unexpectedly, meetings going unnecessarily long, being unable to excuse myself, but after the first two times, the reception team did not suggest I try scheduling appointments after work hours, or on weekends. Frances and other great stylists can schedule post-5PM appointments. Darn. I left a number of messages/voicemails in regards to these missed appointments, even to reschedule. Not one went returned. When Thorps transferred its online website and appointment system to a new one, after my 3rd missed appointment without conversation with anyone, my account went missing. Was I deleted? What happened? I cannot say, because I have never been able to get a response from anyone. I am a bit sore to just bring it up as a walk-in (I still stop in to buy my shampoo/conditioner products...because, yes, they're great!). Maybe I'll get over it some day, but not being treated well by admin/reception staff, your front-line crew, is a big deal in consumer terms. So...we'll see. Maybe you redeem a 4th star...but it's going to take some effort. I'm rooting for you, Thorps!
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