Salon Serenity Spa — Local services in Wake Forest

Wow. Never have I encountered such a "supposedly" upscale place with such poor customer service/relations. I had scheduled a hair appointment almost a month in advance, alerting the staff in my appointment notes that I have an allergy to a certain chemical commonly found in many hair products and to please check to make sure that the products being used on me would be free of this chemical. The appointment was accepted, and I received my confirmation text 24 hours before my scheduled appointment to confirm, which I did. Imagine my shock when less than 17 hours before my scheduled appointment, I received a call from the receptionist telling me my appointment would be cancelled due to this allergy. I informed her that I have had my hair done there a few times before with that caveat in my notes, and that it had never been a problem there before and I asked to speak with the owner or manager. Neither would pick up the phone to discuss with me or call me back. Now, had I cancelled within 24 hours of my appointment, my credit card would have been charged the full amount of my service, but yet they felt they could cancel within that time frame without it being a problem. Had they wanted to cancel as soon as I made my appointment or with a decent amount of advance notice so that I could make other arrangements, that would have been one thing, but to cancel the evening before a morning appointment, is totally unprofessional, inconsiderate, and just plain rude. Their charging the price of a full service if the client cancels within 24 hours while they can cancel whenever they want speaks volumes. I travel a lot and have had my hair done at many other places with this allergy request and it has never once been a problem. I have never left a negative review, but with the lack of courtesy shown at this establishment, I felt it was important to let others know.

Renee, this is in response to your answer to my post. If you had taken the 5 minutes to get on the phone or call me back when you were available, you would not have had to write your rebuttal. You fail to address the fact that my appointment was made weeks in advance and cancelled at the last minute, and also that I have had services there before (with the same notes in my file!) and my allergy can and has been safely worked around. (I, too, care about my health and would not do anything to jeopardize it.)

My advice to you and your staff is this:

Learn to treat clients as you expect to be treated. We, too, have lives outside the salon and other commitments, meetings, appointments, etc., and cancelling a hair appointment that was made several weeks in advance (for a reason that could be worked out) on the evening before the appointment is unacceptable. The owner's refusal to pick up the phone to discuss or call back when available shows her lack of concern for anyone's time other than her own. Had she done so, a solution could have been found that would have been acceptable to both of us. The 24 hour full service cancellation fee should apply both ways, not just in the salon's favor. No great loss as far as a salon goes though - the ever changing cast of stylists were fine, but nothing special. The convenience of the location was their main...

I really dislike having to write this. I took two of my daughters for simple haircuts on Tuesday. They both had Krysten for their appointments. First, with my youngest, she had her long hair completely lobbed off, in spite of her showing Krysten a picture of how long she wanted it. Which was just past shoulder length. As if that wasn't bad enough, the cut was completely uneven, to the point of absurdity. See picture. Then with my second daughter, she also has long, thick hair and had some matting in the back. Krysten approached me to let me know she needed to give her a $55 treatment to get out the matting, which I absolutely agreed to. She was extremely condescending and accusatory during her conversation to me. She lectured me as though it was her job to do so. When she got back to my daughter after the treatment, she yanked her head constantly, again to the point where my daughter grimaced and let her know that she was hurting her. That didn't seem to make a difference. Krysten once again came out, took me out the dryer that i was under to do nothing more then lecture me again, she didn't offer any new information, she really just wanted to make us feel bad. She spoke to me in front of my daughter and it was clear that she meant to shame us. I did end up tipping her 20%, not having known the true extent of what went on with my kids in my absence, but I tipped her along with the lady who did my hair and I usually tip her 20%. Once in the car, my daughter with the matted hair explained that Krysten was very rude to her and treated her poorly. It didn't come as a surprise given the way she spoke to me. I decided to wait 24 hours before calling to speak with the manager so I could cool off. The manager Lisa called me back the next day and I explained the entire situation. I didn't yell, scream or act rudely, just master of factly gave her the facts of the experience. Honestly, I would have hoped for more empathy on her part, but she really reacted as though this was no big deal. She didn't offer to make it right in any way, only said she would be willing to have my youngest come in and have her hair evened out. My daughter refused to go back even though I told her it wouldn't be Krysten doing the fixing, I can't say I blame her. She never wanted it that short and now feels like evening it out will make it shorter, which it will. I really did like this salon and love the lady who does my hair and because of that I felt it was safe to take my girls there. Should you decide to use this salon, my advice would be to choose your stylist wisely. And just know if there is a problem, they will not bend over backwards to make it right. Unfortunate. Not good public relations for a...

My husband found the salon and booked me a surprise massage, facial and pedicure. The massage was amazing, the facial was nice. I didn't feel like it was world changing skin care just a good cleansing. The pedicure was okay but I was excited to see that they also service acrylic nails.I scheduled an appointment with Madison and she quickly became my regular nail tech. I've been getting acrylic nails since I was 13 (I'm in my 40's now) and Madison was definitely one of the best nail techs I've been to, especially at shaping nails. Fast forward to last week I show up to my appointment and one of the other young ladies is now my nail tech. When I asked where Madison was, she said she was no longer working there. I was really taken aback. Communication is a serious sore spot with this business, when my husband booked he did so in person. When he got the call to confirm the booking the young lady calling completely misread what services were booked and proceed to argue with him about it. He had a receipt listing all the services. Finally she apologized and confirmed the correct services. When I arrived for the appointment they again had the services mixed up. I always book my appointment before I leave. I always get a nail service (fill or fullset) and a pedicure. One time I arrived and the pedicure was missing and they had to call one of the young ladies, Ashley, in to perform the service. Another time I received a confirmation call for an appointment, except they had the day wrong. But, I always rolled with it, I understand booking software can be tricky and I really enjoyed Madison and LOVED my nails. I got so many compliments on them! So, I was really bummed to show up and be seated with a different nail tech. A change like that should have been communicated to all of Madison's regular customers prior to them arriving for their service. I appreciated the young lady, Logan, who did my nails but I could tell she was inexperienced in working with acrylic. My nails look terrible. They are bumpy, the polish looks lumpy and less than a week later, two of them are lifting. I spent over $80 on this service and I'm really disappointed in the final result. I understand that things happen and stylists and nail techs move on but this warranted a phone call giving Madison's regulars a heads up. Overall, I found the ladies to be friendly and enjoyed visiting but I wouldn't recommend them for nail services but definitely go get yourself a massage. Just be mindful of the gaps in...