Gerber Salon — Local services in Keyport

Gerber Salon is extremely unprofessional and I would not recommend going here. The receptionist is very rude. They provided conflicting information about my appointment and lied to me about the appointment confirmation policy (they never told me that it was required to call back to confirm my appointment). The salon canceled my consultation for no reason other than for another client appointment. Then they told me they feel another salon may be a better fit for me. For a business that has never met me and only spoke to me on the phone they sure do know how to turn away new business. My experience explained below.

I made an appointment for a consultation with Kaitlyn at 12:30pm on a Saturday. The salon called me to confirm my appointment while I was at work. I missed the call so the receptionist left me a seemingly normal message. It did appear she wanted to change my appointment time but said if not the time slot was fine. She did NOT say I have to call back to confirm. This was the voice mail to text translation: "Hey Dana it's Christy calling from Gerber Salon. I'm just calling to confirm your consult with Kaitlyn tomorrow at 12:30pm. She did get an opening at 10:45 if that works for you or 11 but give me a call if you want to change otherwise we're going to see you at 12:30 tomorrow."

Seven minutes later I get another call from the salon I picked up the phone but it was at the same time I was getting on a conference call for work and couldn't really talk. I tell the receptionist to confirm my appointment at 12:30pm and that I can't change the appointment time. Then hang-up the phone to jump on my work call.

A few minutes later I receive a text message that my appointment is canceled because my appointment was not confirmed. Meanwhile, I confirmed the appointment less than 10 minutes ago.

They then told me that they moved my appointment because they didn't want me to wait. At the same time they told me they canceled my appointment and feel another salon may be a...

Unprofessional and Diversity Ignorant

I have been to this salon a few times and have had great experiences each time but after today I will never go again. I recommended this place to a very close friend who booked a double process with Linda. When she got there Linda and my friend could not reach an agreement and my friend decided not to get her hair colored. Linda said “nice to meet ya” without looking at my friend and left her in the chair with the Salon robe on to escort herself out. The unprofessionalism of that action alone is disgusting. My friend called me very upset and after speaking with her I called to speak with Lorraine, the owner, to share my concern of how my friend was treated. Lorraine was not sympathetic to what had happened with my friend and when I asked if there was anything she could do to rectify the situation and encourage my friend to return to the salon, she said she can’t do anything. She said “we are booked because we are that good.” I took this very personally because every single client should matter and you should be treated with respect and kindness. You shouldn’t have to hear that the salon has so many other clients to take care of that it doesn’t matter if you come there or not. She has not called my friend to apologize for the unprofessionalism of her staff and she probably won’t. I believe Linda did not like the amount of time it was going to take her to color my friend’s hair because it is darker and she had other appointments for that day. This is a real problem for thick, dark-haired women. People are not familiar with the coloring technique for darker hair or are scared of the amount of time it may take. They often mess up or say they can’t do it and I hope in the future they are better trained on the hair of people with different diversities. If you have this hair type, go to another salon who will work with and for you because you are spending a lot of money to feel good about yourself and you deserve the...

The two stars are only because of my great stylist Chelsea i would give her 5 as she is the nicest and most talented stylist in my opinion and i have been nothing but happy with her for years but i would rate the establishment 1 star after what i just experienced I’ve been coming here for 5 years and i love my girl Chelsea however unfortunately she lost me as a client today due to the rude front desk staff who are apparently completely useless as they say “there’s nothing i can do” even when i asked to speak with either my stylist or a manger/ owner i was told that the front desk are the only ones who handle anything yet they cannot provide help?? I’ve worked customer service for 10 years 5 of these have been management roles and i would never allow my staff to push a client out the door or tell them that’s fine we’ll drop you or there’s nothing i can do. How am i expected to confirm an appointment that i have no email or text message reminder or confirmation for? And then they called me 2 hours after the 48 hour mark and expect me to pay half of my appointment cost $300 because i told them i would have to reschedule because they failed to give an appt reminder, confirmation or even a call prior to that 48 hrs i have spent upward of 6000 dollars here in the past 5 years and i have not received a call to even try and rectify this situation all i got was a bad attitude from the girls at the reception desk and because of that they will end up punishing a stylist by having her lose a loyal client. I understand the customer is not always right believe me as mentioned i have done this for years however this is just poor customer service skills on their end 2 hours late due to their lack of effort and no way of trying to keep a long time customer or any kind of consideration not even an apology just a snarky happy holidays before i...