Grand Salon & MedSpa — Local services in Denver

My experiences at this salon up until yesterday were great. I had an appointment set for 3:30 but after a very stressful week and battling a kidney infection, I simply couldn't get myself up and get to my appointment. When I called at 12:00 to reschedule, the only thing the manager kept emphasizing was their cancellation policy, and how I was going to be charged for the full service if she could not re-fill my spot. Her tone was unempathetic and unwaivering. When I became upset, I told her nothing about the conversation seemed about the customer, that they are just covering the salon, and that I didn't think I should have to explain my life over a salon appointment. I also stated I didnt think I should be charged for the full service if I was rescheduling. She was still cold when she responded by saying "I completely understand what your saying." Which her tone just made me more upset. She then began to condescend me by asking if I had viewed thier cancellation policy on the website, I told her no because I called the salon directly to book and the person I spoke with did not make me aware. She then asked if I didnt see the policy when I confirmed by email. I received no email, phone call or text to confirm. This really made me upset as she was just condescending me at this point. In customer service related businesses, you cannot be so rigid! Ive not missed any prior appointments and so this conversation should never have escalated like this. If people repeatedly cancel or no show, address those people specifically, flag their accounts and yes then charge them back. I simply needed to reschedule after battling a kidney infection and it's side affects for three weeks! Have some empathy towards others and maybe ask why they're canceling before diving into your policy. I was condescended, and made upset on top of my condition when I just wanted to come back when I could get through my restless leg issues and fatigue that I hoped would be gone when I booked the appointment initially. I am mortified with the way I was spoken to and unfortunately cannot bring myself to go back to this salon after I was treated this way. Was also told by the manager that the owner would call me after I asked to talk to her. That didn't happen...

I have lived in Denver for over 5 years and have never had my haircut at any other salon. This place is very nice with extremely talented stylists. However, I find the upsale efforts a little annoying. I do not like being continually asked if I need to purchase any additional products. But most concerning and frustrating is the fact that on my last visit, I was asked if I wanted conditioner on my hair as I was approaching the wash station at the beginning of my appointment. I naturally said yes as I assumed it was common practice to use conditioner and thought it was a weird question to even ask me. Then upon paying at the register when my haircut was complete, I noticed I was charged $30 for "Kerastase Fusio Dose." At no point was it ever presented to me as something that would be an additional charge/service or how much it cost. My stylist was very misleading and I did not appreciate being charged for something that I did not knowledgeably authorize. I have called the salon and thankfully I do expect that charge to be reversed. But the gentleman on the phone admitted that this happens often, so it's bothersome that they seem to do this to a lot of their clients and likely get...

I got my haircut here in April. I thought I would try something new and go kinda short. I loved it the first day but after I took a shower, the right side of my hair was completely frizzy and looked dead (I've never had frizzy hair before so I started to freak out). For a few months, I tried all these different products...a month without products...a month without heat...NOTHING worked. About a month and a half ago, I went in again to get my hair colored and mentioned my problem to my hairdresser. She said "whoever worked on your hair last probably used a razor. They should have known not to use it on such fine hair." That's awesome....I'm stuck with unmanageable and frizzy hair all because of some other person's mistake. Also, this time I thought I would just be going in for color but the hairdresser said that I should get a haircut too just to get rid of the dead frizzy hair...I felt pressured and agreed. My total came to $125....I came in only expecting to pay $60. I didn't think a 1 inch trim would cost that much extra. The people who work here are friendly (hence the extra star, otherwise they'd only get one) but I absolutely hate my hair now and will not return...