10/20 update: promised a resolution by management 3 weeks ago. Still waiting. Naturally.

I am one of those folks who never leaves reviews, but I am still reeling from my appalling experience today. I booked a last minute appt (12:00 booked 8:00) and was excited to see that it was with a stylist I’ve had in the past and loved. Admittedly, I have recently been visiting a different salon because financial stresses have forced me to prioritize and I simply got priced out. But after a truly awful haircut, and a period of stress that has left me needing to do some self care, I decided to splurge and return to a stylist I trusted.

As it happened, after I booked the appt a friend called and asked me to take care of their young daughter for the day as they had to take their infant to the hospital unexpectedly. I was happy to oblige and figured she could just accompany me to the appt as she sits very well (before you get high-handed about the children policy, I’ll get to that). We arrived ten minutes early and I was immediately affronted in a super condescending manner about the children policy (yes, it’s on the site, but not having kids of my own, AND not planning to have a kid at the time of booking, had simply overlooked it). I explained the situation and that I simply wasn’t aware and was informed I could have someone come sit with her. I called a friend who immediately starting heading over. I was THEN informed (as I am actively trying to problem solve) that if she didn’t arrive by 12:15 the appt was subject to the cancellation policy. Super.

During the 20 minutes I’m waiting (again, I had arrived early), the receptionist repeatedly made of point of checking her watch, the stylist passed me several times looking extremely put out and refused to acknowledge me. They also clearly had several consultations about the matter at the receptionist desk which made me super uncomfortable. Got it, I made an honest mistake ladies, but seriously, this is how you choose to handle it??? Zero compassion or humanity, but plenty of attitude from two grown women to spare. I was sitting directly next to her chair the whole time - we could have taken that time to chat about what I wanted and looked at the photos I brought, but clearly the decision was made and no efforts to be accommodating or have decent customer service would be on the table.

My friend arrived outside at 12:15 and walked in the door at 12:16 at the latest, according to their clock. I was informed it was too late and she wouldn’t do the appt. I was fine to not have my hair washed, but no.

Before the inevitable response comes of “we have our policy clearly stated, so we accept zero responsibility for our lack of service”, it should be noted I checked later to see how much I missed the children policy staring me in the face, and sure enough, it doesn’t show as a reminder when you book like the cancellation’s does. You can only find it if you specifically look in the policies section, but would have to be actively checking for it. It does appear in the confirmation e-mail, but you’d have to scroll to the bottom to see it and, again, that’s assuming you are opening up fully the email, which shouldn’t be assumed. If you’re going to be so rigid on your policies, maybe make sure they are guaranteed to be acknowledged at the time of booking (because of course once you book you are subject to the cancellation/late policy which I would have been at risk of given the same day booking!)

Naturally, as soon as I walked out my card was charged (gotta make sure they get theirs) and THEN to add insult to injury, the stylist walks past to go into a nearby gift shop. Why not, she had 45 minutes to spare?!?

I was prepared to tip well on an exorbitantly priced haircut (seriously, this is Columbus, not one of the coastal cities) and purchase product that the stylist would have received commission on due to the inconvenience, but instead, will never dream of setting foot in here again.

Just funny, given the name is “Virtue” the total lack of quality or character shown by the employees.