Sanela Salon — Attraction in Brookline

Currently a new mom of two, made an appointment yesterday to come here Thursday 2/20, I come all the way here from the north shore area there was traffic in Storrow Drive, came few mins late to my appt which I get I was late, however my appt was still 45 mins remaining instead of offering just cutting my hair and no blowout I was refused to be seen, and asked to come back later in the afternoon because she had another client coming in 45 mins. I’ve been a client here for years now and at one point long ago would come in weekly for wash and blowout. Although I moved further away about 1 hour or more with traffic I would still make the drive. As women and the owner a mother I thought they be more understanding as moms and women for one running late. As a mom with babies is not easy to just come back and if they couldn’t even accommodate me why would I accommodate them and come back later. I was also told I couldn’t keep my baby there with me he is 2 months old and would’ve stayed sleeping, not a toddler who would’ve been running around the salon. Needless to say I won’t be coming there again as I left there as quickly as I could and came to cry in the car because I had been trying to find time for months to come, I had been trying to find time to come and get something done for me and of course when I finally do have the time all goes wrong and I get turned away and shame, scolded for bringing my baby who would’ve been just sleeping in the car seat/ bassinet not bothering anyone and with 45 mins left of my appointment told they could not see me. Thankful I found another place to see me this week, whom where understanding of my situation and I won’t be shame nor scolded or turned away. If anything they are totally cool with me bringing my baby, and that I am a mom as they are women who actually...

I have been a customer for a few years. I won’t be going back here. Extremely rigid rules for rescheduling!

Some other reviewer below said it felt like mean girl experience. I felt the same.

Update: even after following their policy of rescheduling more than 24 hours before (I did it 5 days before the appointment) they refused to reschedule and told me they would charge full amount because I was rescheduling it the second time even though it was 5 days before the appointment. It felt like they were coming up with rules on the fly to charge in full. In many years of being a loyal customer, I never rescheduled so didn’t see this side of the salon.

Their response to feedback seems immature and unprofessional. Instead of trying to understand the problem and see how we can work together to resolve it, their response is to blame.

Life happens and unexpected things happen. They clearly they care about money and not value...

It was my first time going and I have mixed feelings. The salon is great, it's clean, follows COVID guidelines, the staff is friendly, and it's walking distance from my new place. Unfortunately, my hair was cut so unevenly on one side that it's going to take me 3mo of growing it out to have it fixed. I asked for the front to be angled and the angle was chopped from the front of my head to the back. It's bad enough that a client (who has only seen me 1 time before) noticed and my roommates gasped at it when I got home. The owner called me apologetically, fully refunded me, and offered for me to go in to have it fixed. Sadly, there's not much that can be done as I don't want to go shorter. I liked the place, but the haircut was bad enough that I won't...