I have been shocked by the poor customer service and lack of professionalism of this company. I had a nightmare trying to get hold of them and waiting for responses when I was initially enquiring, which made me a little wary. They were very slow replying to email and I had to send a reminder, they also never picked up the phone when I called. I eventually managed to book a trial. After I got off the phone I realised I hadn't checked about payment so I called them back and was assured that I could make a payment on the day via an online transfer, and when I asked how much it would be was told the girls would tell me on the day of the trial. I took the afternoon out to wait for them at my house for a trial, had bought flowers that I wanted to have in my hair and a friend had gone out of her way to come here for the day so that I had someone with me. 15 minutes after the agreed time of the trial, I began making calls to check that they weren't lost as my house can be difficult to find. After trying two different number I eventually managed to get hold of someone via Facebook messenger. I was told that Andrea wasn't back and I had been sent an email the evening before (which I definitely had not) - and still no explanation of what was going on. I checked the email with them and it was mine so asked them to resend it. It stated that they had been 'unable to secure the date' as they had not received the holding deposit. They'd had another booking who had paid the deposit so had replaced my trial with theirs. I eventually managed to speak to them on the phone and they said the deposit was mentioned on the initial booking form. I have checked this and realised it was written in small print on the form which I admit was a failing on my part, but I still think it is wholly unacceptable and unprofessional to email like that the night before (no attempt was even made to call me), which they hadn't made sure I'd received, but also that no mention was made of the fact that I hadn't paid the deposit when I called the week before to book the trial- especially when I called SPECIFICALLY to check where I was with payment. A half-hearted apology was given with some vague comment about how that must have slipped under their radar. I am so disappointed and astonished by all this and am now having to find a hair stylist and make up artist just weeks before my wedding. Even if it had all been sorted out, there is no way I would trust them to turn up on my wedding day if they can back out that easily because of a better offer. read more
