Long-Time Client Left Feeling Undervalued and Underserved…read more
I've been going to Hair Artists for nearly two years and have generally had positive experiences, which makes this most recent visit especially disappointing. Along with writing this review very difficult to write.
On my way to my scheduled 1:00 PM appointment with Ren, I received a call asking me to arrive 45 minutes later because she was running behind. I later learned that the delay was due to the previous client arriving 45 minutes late. This was inconvenient for my schedule, so I called the salon to let them know I was already on my way. I was told they could "accommodate" me, which was frustrating, as I was the one arriving on time for my scheduled appointment.
Before I even arrived, the situation had already created stress. Upon arrival, I was informed that my appointment would be changed from a wash, cut, and style to a dry cut so they could move things along more quickly. This was not what I had scheduled or wanted. Essentially, I was being asked to adjust my service to fit their schedule, with no real benefit to me. Nancy at the front desk mentioned, "We'll only charge you for the cut and blow dry--it's a $20 savings," but this did not reflect the experience I had booked or expected. In reality, it wasn't a true discount, as a blow-dry in place of a full style is already priced lower--at $20 cheaper --so while it may have sounded like a savings, it wasn't one.
At that point, I felt like I had to accommodate the situation rather than receive the level of professional service I had booked. I came in expecting the time, attention to detail, and overall experience that have kept me returning to this salon. Instead, the appointment felt rushed and transactional, rather than thoughtful and client-focused.
I ultimately agreed to the dry cut, even though I would have preferred the wet cut (as my hair was filthy). The experience felt hurried, and the quality reflected that. During the haircut, Ren told me that the previous client had arrived 45 minutes late and that she had just started her service when I arrived (on time), which raised the question of why that delay was passed on to me rather than managing her previous client differently.
This is also not the first time I've experienced scheduling issues. At a prior visit, my appointment was delayed by 30 minutes because my stylist arrived late. Unfortunately, this pattern made this visit feel even more disappointing.
What had previously been an enjoyable and satisfying experience felt stressful and frustrating this time. I left feeling as though I was the inconvenience rather than a valued client who had arrived on time and deserved the full service she had scheduled.
I do want to acknowledge that the salon manager handled the situation professionally--my service was fully credited, an apology was given, and assurance was given that the issue would be addressed. I appreciate that effort.
However, the overall experience was already impacted, and it has made me reconsider returning.
