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Post Info TOPIC: What would you do? Frustrating customer service -- a little long
S11ygoose


BCBG

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What would you do? Frustrating customer service -- a little long
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My hair has a lot of "personality", and I'd never gotten a haircut that I really LOVED until last fall. I called a few months on the spur of the moment to see if they had an appointment for that evening, and they did....great. However, there was a work emergency at the end of the day so I called back saying I wouldn't be able to get away from work on time, and i'd have to cancel (I was very apologetic). The woman on the phone said ok, but you'll have to pay a $25 fee next time you come in for cancelling the day of the appointment. I told her I had made the appointment that day, and hadn't been told about this policy. She said it didn't matter, I would still have to pay the fee next time I came in.

Fast forward to this week. I'd done some soul searching and decided i really NEEDED the great haircut and I would suck it up and make another appointment....making sure to explain my frustration with their policy. The woman I spoke to today said if I had talked to someone that day, they could have waved the fee, but now there is a "note" that I have to pay so there's nothign she can do about it. So now the more I think about it, the more it makes me angry that I'm having to pay b/c someone didn't do what they were supposed to on their end. I can't decide whether to call and cancel....explaining again why I'm frustrated? Just go and get the cut anyway? Orrrr am I completely overreacting?



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Kelly


Hermes

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If I were in that situation, I would probably just not go back. Did you tell them that you tried to have someone wave the fee on the day of? That's a tough spot, since you love your cut so much but hate the customer service. I'd tell them I can't go there anymore because of horrible CS, but I don't have really difficult hair and it might be worth it for you to suck it up.

Can you make up a fake name to go again without paying the fee? lol

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Fashion is art you live your life in. - Devil Wears Prada | formerly ttara123
Elle


Hermes

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That is the most ridiculous policy ever - if you made an appointment same day, it's not like there's a waiting list or something ... the appointment would have likely gone unused anyway.  I'd refuse to take no for an answer until you speak with the manager.  Though I wonder how they can enforce a policy like that ...?

Would using a fake name and paying cash work, or is the place small enough that that desk person would recognize you?



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To be yourself in a world that is constantly trying to make you something else is the greatest accomplishment ~ {Ralph Waldo Emerson}
squishy


Coach

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lol, they're full of shit, aren't they?

i personally wouldn't go back there.  but if you did, i'd try the fake name thing.

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nonsense!
Cortney1982


Chanel

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Here is what I'd do. 

1.  Make an appointment.
2.  Cancel and explain why. 
3.  Find a place with better customer service.  Besides, chances of you getting the exact hair cut as last time is slim.

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Sevilla


BCBG

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I wouldn't go back either, because I wouldn't want to be paying for someone else's mistake. I'm sure there are other salons that are just as good that you can go to

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S11ygoose


BCBG

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Update! Thanks so much for the advice. I decided to call and cancel again and explain why I was upset. Then use the fake name next week sometime ;)

When I got home tonight I had three voicemails from the receptionist, the manager, and the woman who cut my hair last time apologizing and saying they'd be happy to wave the fee. I think I'm still going to look into other salons, but in the meantime I feel a lot better about going back.

Thanks again!



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squishy


Coach

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i'm glad it worked out! i still can't get over what a STUPID policy that is.

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nonsense!
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