Complaint Review: Hair Cuttery - Philadelphia Pennsylvania

At 12PM today I went into the above location where I have been a loyal patron of for at least 4 years for a simple trim which is what I have been accustomed to, which is priced at $13. I was asked if I wanted anyone special, which is SOP. I stated my stylist's name and asked about the wait time; the receptionist checked her computer and assured me of only a 30 minute wait time which seemed very reasonable (she did not check with the stylist in question). I okayed it but I was not called back to the sink until 1:45PM. I do not mind waiting an extra 20 or so minutes but as far as I am concerned this wait time was unacceptable, especially since AT LEAST 10 customers walking in were immediately taken back to the sink (their names were not in the computer previously).

I was not given the option of having another stylist do my hair but only told by the assistant manager that it would just be "10 minutes more"; this was about 1:30 PM. Actually this 10 minutes was 15 minutes. I did ask about getting compensated for the prolonged wait time and she said "no problem!" (apparently the stylist was working on two or three coloring jobs and the receptionist did not check with her on the wait time). I do not feel I should have to suffer because of an associate's blunder. Actually, if it wasn't for the fact that my area will be probably experiencing a snow storm soon, I would have walked out of there MUCH earlier out of principle.

My stylist did apologize for the wait time but she advised no one told her I was there waiting for her?! The only thing I held against her is that she tricked me into gettting my hair blown dried without mentioning it was "styling" which made my service now $20 instead of the $13 I intended to pay. At the register the assistant manager and the manager (Tracy) were there. The assistant manager denied saying "no problem!" about granting me a discount; I felt due to the receptionist's mistake I should only have to pay $13 but was charged the full $20. I strenuously objected to Tracy, who was robotic and blatantly denied the incident with the receptionist happened and also blatantly refused to grant a discount as compensation for the terrible treatment I experienced today, even after pointing out to her I have been a loyal 4+ years customer of this location. They were so screwed-up they gave me a receipt with another customer's name on it, which I didn't discover until filing this report! I did make it clear I was making payment under protest.

I have worked a second job in the service industry directly to consumers for 3 years and I know that it is standard operating practice for reputable businesses to grant discounts for prolonged wait times as a matter of goodwill, especially to loyal consumers. If I treated anyone in that job or my daytime job the way I was treated today, I can guarantee I would be fired in a heartbeat. I do not consider the stylist at fault except for the part regarding tricking me into getting upgraded services without price disclosure. I do feel however, that the manager Tracy and her assistant manager plus the receptionist should be fired for their poor customer service and lack of candor. I noted Hair Cuttery's Web site states one of the values their associates operate under is "intergity"; after today's experience, I beg to differ. I am on a fixed and limited income; therefore, I would appreciate any help you can give me in getting rebated to me at least $7.00, but preferably the entire $20.00 for the horrible customer service suffered. Thank you.

Kathy

Philadelphia, Pennsylvania
U.S.A.