Otzi Tattoo Agency — Local services in Norfolk

I've thought a lot about this review since getting the tattoo over a month ago. As a google local guide I take the review process seriously and never post reactively.  In short, the artists there are great, the atmosphere is very clean and comfortable- likely the nicest tattoo business I've ever "SEEN". Even though I am having to get it finished elsewhere, I love my tattoo and the work done there. The negative part comes in here. The owners wife is very rude.  She was rude the week before when setting up the appointment but because the artist himself was so nice, I made the appointment.  They require a $100 minimum cash deposit to make an appointment by the way. They keep it in an envelope for you.  I understand that Time is money but still I thought the cash policy to make an appointment was steep.  She was rude when I asked her about fixtures and such that I found interesting and asked "that's a cool - where'd you come across that?" To which she glared and said "we bought it". My appointment the next week went well and I was very pleased and proud of my new tattoo. During the 2 or so hour long session I mentioned to the artist how glad I came and how I almost didn't because of the owner's wife.  We finished up and he told the receptionist to book me in two weeks for two more hours.  First off, to keep a follow up appointment, they make you keep the $100 cash deposit on hand in the envelope.  But then when I paid with my American Express card, there was a surcharge.   I had enough. This place was proving to not be very customer oriented.   I rolled my eyes as the clerk was making my appointment and running my card prompting the "wife" to ask what the problem was, but not in a helpful way, in a "I can't believe you'd be unhappy with anything here in my tattoo shop" way. I told her that it wasn't very customer friendly to charge a surcharge to use a credit card. She exploded citing their "clearly posted credit card policy" and when I said "well, American Express asks to be notified when a merchant charges a surcharge " she jumped up from her stool behind the counter  and forced the clerk to cancel the appointment to finish my tattoo and threw me out. Literally. That's all there is to the story.  I can't recall being treated more poorly anywhere and now I'm forced to have my tattoo finished elsewhere.   Remember that part I told you about keeping $100 on deposit even for the rebooked finish up appointment?  Well I had already paid for the tattoo and was about to leave when she exploded.  So being kicked out and not allowed to book an appointment, I asked for my deposit Back.  The humorous thing here is that in her haste to throw me out and dis-invite me from having my tattoo finished, she grabbed money from the drawer and gave me $120 back wadded up in my hand.   I didn't notice until I got home and washed my jeans a few days later.  It's sad that she ruined my tattoo experience with such a huge ego. I'm a small business owner too and yes it sucks to pay a 3℅ credit card fee, but guess what?  Some times people can't afford your service unless they out it on credit. To penalize them with a surcharge is just tacky.  To refuse to serve a client willing to pay the surcharge but who said they didn't like it - is unbelievable.  At least I got my surcharge back with her haste to throw me out for asking about the credit card charge. As an addendum, I posted a 2 star review and this business has gone to post a 2 star review of my CPA firm even though I am posting this review from my personal email account and they have never done business with my firm.  That 'retaliation' is indicative of the whole experience. My advice...

Don't make my mistake. I ignored the bad reviews here, and a bad experience a friend had, and went in to the shop anyway because the artists seem very talented. Unfortunately you don't get to talk to one unless you have a tattoo idea the receptionists approve of. The entire staff is so arrogant and rude. They rejected and shamed me for what I wanted and told me to go somewhere else.

They also delete many of the bad reviews left on their Facebook page regarding this behavior to make themselves seem less horrible. (But not before responding with some bitchy excuse for providing bad customer service.) Pretty immature.

They're very comfortable turning away business so they must not need it. There's plenty of tat shops around here that welcome working with people and won't talk down to you in the process. I'd recommend literally anywhere else.

Edit If it wasn't clear, I wasn't just upset about being turned away, I was upset about being shamed and treated poorly. But apparently you're okay with customers being treated that way. That doesn't make me want to return with concepts your artists are "allowed" to do either.

Obviously I looked at your site which is why I sought out these artists. It's condescending to assume we don't research artists prior to contacting them. And your tattooists aren't iconic artists, so you should stop with the comparisons and get over yourself. Your response just proves that people are correct when they say your customer service and your attitude is terrible.

Just be respectful and maybe people wouldn't have so many negative things to say. Not a...

I have been to Otzi for tattoos five times I think. I have always had a great experience. All but one of those visits have been with Shannon. They have ranged from memorial tattoos to tattoos I just liked the design of but every single one has been handled with care, patience & artistry.

The shop is large so you never feel cramped or too close to other customers getting tattooed. Even though the space is open, I’ve always felt a good degree of privacy in my conversations. I don’t find that voices travel unless on purpose. The decor is interesting & fun to look around at.

Shannon is very kind & it is easy to feel relaxed with her. I have really enjoyed seeing her design my ideas & I have always been impressed with what she comes up with. She hits the nail on the head every time with me & if you asked the people who know me, they would tell you I can be kind of particular about details. I have sent friends & clients of my own to her. One of which I had the ability to hangout with while we got coordinating tattoos. My friend wanted some changes to her design & Shannon made the process super easy. She asked the right questions & didn’t say or do anything to make my friend feel bad about wanting any changes. Though I haven’t needed to change details of my own tattoos, that was wonderful to see. I’ve been getting tattoos with Shannon since she started her apprenticeship & though she did a great job then, I have witnessed constant improvement in her work. I can’t wait to keep getting tattooed by her & seeing how she evolves...