Tricoci Salon & Spa - Oakbrook — Local services in Oak Brook

Update: I went in to get my color fixed twice with Lauren and she was AMAZING, but the front desk not so much. The first time, the front desk repeatedly insisted I pay for my blow-dry with color correction which is something I had already initially paid for. A regional manager reached out and apologized for the mistake in coding and misunderstanding, but I was disappointed at the front desk’s treatment of guests especially when we are paying hundreds of dollars. The second time, the front desk emphasized this would be my second color correction which is usually not complementary and made sure I knew I had to come in within the 2 week window of my initial service. I felt like the inconvenience I was going through to get my hair the way I wanted it to look was not acknowledged and the front desk staff just kept making sure I knew they were doing me a favor. Regional manager, Lauren, and Noor were very nice, and I was happy with my result in the end, but I wouldn’t come back because I didn’t feel welcome and I didn’t feel like I got the customer service I was paying for (not that people should have to pay a premium for kindness).

Initial review: I came in a couple days ago for a balayage, haircut, and blow dry. I purchased a 200 dollar gift card the morning before coming in. I sat down with my colorist and showed pictures of exactly what I did and did not want. After the first stylist was done coloring my hair, the second stylist began blow drying. As I saw my hair drying, I noticed it looked way closer to the color of the pictures I showed to demonstrate what I did NOT want. I asked the second stylist to kindly stop because I wasn’t happy with the color. The first stylist came by and asked me to pull up my inspo pictures. She then denied I was showing her the correct picture. Anyways, instead of apologizing, she told me it would grow on me and that I just wasn’t used to it. I think she just assumed I was super nice and would just leave it be because I was polite and apologetic for not liking my hair. Anyways, she offered to fix it later that week if I still thought I didn’t like it in a few days. Loved my cut and went to check out.

At check out, I felt VERY rushed. There was maybe one other person behind me (so not busy) and the lady at the desk was just pushing me to pay despite the fact that I told her I had gift cards. She was even able to apply the gift cards herself because they were on my account and was still rushing me. Because I still had another 170 to pay, I wanted to purchase another gift card online to apply to my total. She told me I couldn’t use it because it was purchased the same day. I asked how she had no problem applying $230 I purchased earlier that day and asked how she or anyone else would know it was purchased the same day because she only found out when I told her I needed a minute to purchase another gift card (which took 1 minute online so it’s not like I’m standing at the desk for long). She said there was no way for her to know. Anyways, I didn’t mind explaining this and stayed patient. The part that bothered me was the fact that she was rushing and charged my card during our conversation WITHOUT asking me. Keep in mind, I’m not trying to get away without paying. I PAID $390.

I felt so horrible checking out because she didn’t even apologize for rushing or being rude. Meanwhile, I’m being excessively polite, thanking her, and feel so horrible walking out because my hair is the wrong color and I feel so walked over. As I walk out, I realize I didn’t even get to use my $20 off for being a new customer because I’m so flustered after being treated...

Oak Brook Mario was a good experience for me until two encounters with the unprofessional manager Gabby. I was a regular no chip manicure client with Marta, who is excellent, and occasional feet services. In addition, every Mother’s Day for about 4 years me, my mom and daughter would patronize Mario in Oak Brook due to the professionalism we received in the past. However, it is sad that one or two bad experiences can taint such a good place and a renowned name as Mario Tricocci.

Let me explain my first encounter was when I had a good lady Grace always do my eyebrows and one day she was ill before my appointment. Gabby tried to get me to sign a waiver before my eyebrow appointment with another lady. I mentioned that I had come there on Several occasions without a waiver. I explain that if this is your policy everyone seen at Mario not just African American people should be your target for a waiver. I also followed with other people that I know who attend Mario who is not African American and both said they were not asked to sign a waiver.

2nd encounter Saturday, May 11, 2019, with Gabby, Manager and Jessica, nail technician, very unprofessional. Jessica left me in the feet tub for about 15 minutes at the beginning of my appointment so that she could go discuss with Gabby about the condition of my toe. Instead of telling at the beginning of my appointment that they did not want to apply polish to my toe, so that I would have the chance to decide if I wanted them to continue with my pedicure or not. Jessica waits until the end of the appointment and informs me of her decision. At this time it is too late to decline the service and am forced to pay, which was the game that Jessica and Gabby played with a loyal client.

So I go to speak with Gabby and I explain how I was never refused polish before or told to bring my own polish. Gabby starts to tell me how they looked up my account and noticed that I had been there multiple times and should have been told about bringing polish. So this let’s me know that they had this detail conversation prior to my service and unprofessionally made the decision to wait until my services are already complete in order to get my money for. Incomplete service.

To further show how unprofessional Gabby was as a manager, she didn’t bother to offer me discount or no charge for services due to their lack of communication and professionalism.

According to Gabby management style, it makes good sense to let a loyal client walk out the door unhappy and vow never to return to Oak Brook Mario Tricocci.

The sad thing about unprofessional people as employers and management is that it doesn’t really affect the people. It affects Mario Tricocci name and revenue. It doesn’t affect Jessica because I was not her regular client. However, it affects my nail tech, my eyebrow lady and the revenue that my mom and daughter also bring as a year commitment. Sad to say that until companies make a statement to employees that customers come first, this will continue to happen.

As a final thought, I just recommended Mario to two friends that like my no chip and wanted pedicures. Also, my cousins and I had plan to do a Mario Spa day next year for my cousin milestone birthday, approximately 15 people, who could potentially become regular customers.

But I guess based upon Gabby and Jessica attitude making money and keeping a good reputation is not part of Mario Tricocci business plan.

Very Disappointed...

Edit: Since my stylist switched to this location she has become $30 more expensive and I feel like she’s being pushed to sell me on next appointments and hair color. I stopped getting my hair colored here because I had 3 bad experiences. I had a bright red wash out to pink after one wash, another time they did something wrong with my red and blonde hair and I came out orange, and a third time an orange color didn’t hold and washed out to an ugly straw blonde after one wash. I am having thyroid issues and hair issues which I think perhaps is contributing to color loss, but the day that I came out orange was very obviously the salon’s fault. My stylist had the colorist come talk to me about it but it kind of felt like I was being sold to. I went a couple weeks ago and they washed my stepdaughter and I with some kind of chemicals, and my stylist made a comment about it and said she hopes they didn’t use it on my 12yo because it can cause cancer. Why were we both washed out with chemicals? 😅 Sometimes I think maybe it’s the girls doing hair washings making the mistakes. Aside from these issues, they ruined the massages and I’ve had therapists tell me they all have to give the same kind of massages now. Why would I pay $210 for a generic massage when I need more targeted therapy? And as far as the nail salon section goes, most if not all of them are pretty rude and seem to hate their jobs, and always have an issue doing my nails and my stepdaughter’s at the same time. We’re always staggered and don’t get to spend the entire experience together. It comes off to me like they just do whatever they want with the schedule back there. Anyway, I’ve been seeing my stylist for 17 years but am considering going somewhere else now because the service in almost every department here is sub par and no longer worth the price.

Only giving 2 stars here because someone called me after my appointment and accused me of walking out without paying for my service with Matteo and Deborah. I've been seeing Deborah for over a decade and Matteo I just started seeing, and they're both great, but the customer service definitely left something to be desired.

The two desks need to be communicating better and not calling up customers accusing them of not paying. I luckily had asked for a receipt and had to give the details over the phone. Turns out they hadn't charged me for the color service, which I hadn't noticed. I was happy to pay over the phone, and I did.

I left feedback and a complaint and received a call from someone that should have really been an apology but it was more of a clarification on their end but I didn't really appreciate how any of these women spoke to me over the phone. I worked retail sales for over a decade and if I had done something like this to a long-time client I would have comp'd them somehow or offered a free product at my next appointment but they didn't do that.

I don't particularly want to come back but I just introduced my stepdaughter to my stylist and I don't want to switch up salons on her now because she's already nervous. Plus it's not my stylist's fault that they can't ring me...