COMPLETE DISAPPOINTMENT
I booked what I believed was a standard appointment.
As soon as I walked in, I was told there were only around 15 minutes available because there were other clients waiting, and that this would only be a brief consultation. None of this had been explained when I booked.
Instead of being welcomed, I was immediately made to feel like I'd somehow done something wrong. If there had been a misunderstanding with the booking, that's the salon's responsibility to explain—not the customer's responsibility to absorb.
That set the tone for the entire appointment.
During the haircut, I asked a question and was met with, "Once more in English." Whether it was intended as humour or not, it came across as dismissive and only added to an already uncomfortable experience.
At the end, I was given a full refund before I'd even asked for one. The stylist clearly knew something hadn't gone well and apologised repeatedly, saying he'd speak to his staff about the booking process.
I appreciate the refund, but an apology without genuine accountability doesn't restore confidence.
What struck me most was being told about all the salon's five-star reviews. That's great for those customers, but it bears no resemblance to the experience I had.
I walked in wanting to support a local business and walked out feeling like an inconvenience.
Mistakes happen in every business. The difference is how you make your customers feel when they do. Had I treated clients the way I was treated today, I wouldn't still be in business.
I won't be returning.