Thanks for taking the time to post your review. It doesn’t make pleasant reading and I can only apologise for (i) your booking not being with Sean as you had specified (ii) getting a bad hair-cut.
I will investigate why your appointment, originally booked with Sean, was moved. We have (what I thought) was a fool-proof system whereby specific requests are labelled on our system so what you experienced doesn’t happen.
In terms of the bad haircut – I am surprised, as we do work to a high standard (which is testament to the fact that you were referred to us by a friend). However, we aren’t perfect and where we do fall short we try and make amends immediately.
As your incident happened over the weekend (whilst I was away) I wasn’t told of it until this morning (as we’re closed on Mondays). As a team we get together regularly to discuss operations, and your incident was brought up in today’s meeting. However, it appears that the team did check with you on the day to find out if everything was OK, and you did tip the hairdresser – so unfortunately they thought you were happy – had they thought otherwise I would have been told immediately, and I would have called you to get your feedback and make amends.
I do accept and appreciate that in the heat of the moment, you may have felt it wasn’t the time to bring your issues up and cause any kind of scene in a busy salon.
We take all complaints seriously and we do have a no argument policy in that if you are not happy then we will refund your money or make some kind of gesture, regardless of whether we agree with the customer complaint or not. I will call you later to discuss and offer compensation.