I'm disappointed to say that after an initially great experience at this salon, I won't be…read morereturning.
I first visited this salon for a haircut and style a year ago, and the service was wonderful. I have long, thick, wavy hair and understand the time commitment involved even for a standard trim, so I always book the longer appointment, pay the higher rate, and make sure to tip well. Unfortunately, my most recent experience revealed some troubling business practices and unprofessional customer service.
At my last appointment, I went to their website and carefully booked the 60-minute Aveda Expert Hair Artist Cut & Style--the most expensive option listed. I chose this option because I have had bad experiences in the past (like many people have), and wanted my hair to be smooth and straight so I could evaluate my cut before leaving. The haircut itself went well, but when it came time to blow-dry my hair, I was informed that it would cost an additional $20 to use a round brush. For anyone unfamiliar, a round brush is standard for finishing a professional haircut (when it is advertised as a haircut and style). The tension of a round brush is crucial for achieving a polished look, especially if you have wavy hair that is prone to frizz. In my experience (both as a client and former stylist), telling a client about an up-charge in the middle of a service is unusual and feels opportunistic. I was paying for a cut and style, and I just expected what was included in my service --a smooth blow-dry so I could actually see my haircut. I ended up leaving with damp hair because I did not see the point in letting her create a shrubbery of my hair, and I wasn't about to get extorted in the chair. If it had been made clear that my haircut would be $105 for a cut and style, I wouldn't have felt so blindsided.
At the time, I let it go. I was upset, but because online booking was a newer feature on their site, I figured it was an issue with the online booking system and chose not to update my previous (glowing) review. Despite the unpleasant experience, I had a good first impression, and I was still hopeful about my next visit.
Today, when I went to book again, I noticed the same confusing options online--one for $65 and 45 minutes, another for $85 and 60 minutes. To avoid repeating the last situation, I called the salon to clarify. Unfortunately, that call confirmed exactly why I won't be returning.
I spoke with a receptionist named Delly, who interrupted me repeatedly, talked over me, and dismissed my concerns before even hearing me out. She incorrectly insisted all appointments were for one hour and accused me of talking about a kid's cut (I wasn't). After finally looking at the website herself, she admitted I was right but doubled down, saying, "We've always charged $20 for round brushing." She said this with full confidence, even though she clearly didn't know the details of the services listed online.
What could have been a simple, respectful conversation turned into an uncomfortable, condescending encounter. I honestly still can't believe how messy and unprofessional she was.
Bottom line: If you're charging $85 for a senior-level haircut and style, it should include a professional finish, especially if you advertise it as such online. If you charge more (for any reason), it should be clearly stated, and it was not. And if your front desk can't handle basic customer service without being dismissive or combative, you're going to lose loyal clients.
