I am extremely disappointed with my experience with Salon Riviera and how this situation was…read morehandled.
About a month before the appointment, I received an email from Salon Riviera advertising an opening on July 3, 2026. Since I had the holiday off, I thought it was the perfect opportunity to book an appointment. The only thing I found unusual was that I had to pay $247 upfront before the appointment.
On July 3, I drove to what I believed was the salon in West Linn, Oregon. When I arrived, the door was locked, and the business had a completely different name. Confused, I searched for Salon Riviera and discovered it was actually located in Gig Harbor, Washington--a city I haven't lived in since 2015.
I immediately called the salon to explain what had happened. I told the manager that I live in Oregon, had received their promotional email, and honestly believed I was booking an appointment at the salon near my home. Instead of listening, the manager repeatedly interrupted me, spoke over me, and eventually hung up on me.
I asked if I could speak with my stylist, Aislinn, since I had already paid $247 for an appointment I obviously could not attend. The manager refused, saying the stylist was unavailable. She told me she would speak with the owners about refunding me because no services had been provided.
Instead, my appointment was canceled, and my credit card was immediately charged the full $247.00.
I never stepped foot in the salon. I received no services, no products, and no consultation, yet I was still charged in full. Even if the salon has a cancellation policy, I believe there should have been some compassion and common sense in this situation. I wasn't trying to cancel because I changed my mind--I genuinely believed I had booked a local salon after receiving their promotional email.
Excellent customer service means listening to your customers and trying to find a reasonable solution. Instead, I was treated with rudeness, dismissed, and charged the full amount for services that were never rendered.
To the owner: My appointment was scheduled with Aislinn on July 3, 2026, at 12:30 p.m. I called your Gig Harbor salon immediately after realizing the mistake. The manager canceled my appointment because I clearly live in Oregon, yet my credit card was still charged $247.00. I have the promotional emails, appointment confirmation, and credit card records showing the charge from Salon Riviera, 5401 32nd Ave, Suite 101, Gig Harbor, WA.
I work hard for my money. It takes me two days to earn $247, and losing that amount for services I never received is incredibly frustrating. I expected understanding and a fair resolution, but instead I experienced some of the poorest customer service I have encountered.
I cannot recommend Salon Riviera based on my experience.
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Erica,
I strongly encourage you and your team to slow down, listen carefully, and fully understand the circumstances when customers call your salon or leave reviews.
I do not understand why you believe I would have called your salon to cancel an appointment when I had every intention of showing up and, in fact, did show up for my appointment. Unfortunately, I arrived at the wrong salon due to the circumstances surrounding the booking.
I have made every effort to resolve this matter directly, but I feel that the way this situation has been handled is unfair and unethical. I believe you owe me at least a partial refund of the amount I paid.
I would prefer not to pursue this through small claims court, but I am prepared to do so if necessary. I hope we can resolve this reasonably and avoid taking further action.
Terra