THANKS FOR MAKING A TOTAL FOOL OF ME TODAY, LAUREN AND KYLIE!
Probably best to go somewhere else, anywhere! There are so many nice places in Subi. Just not here! The most awful customer service experience of my life.
I made a booking over the phone with Kylie on Tuesday for today. After arriving today I was told that there was no booking in my name and no record of me in the system. A bit of a bummer as this was my last day off for 2 weeks.
I was made to wait 35 minutes to speak to the person with whom I made the booking – as this was the owner I thought she might apologise. No luck!
Kylie and Lauren had so many different stories about why they had lost my booking.
At first, they told me there was no booking and no record of me in the system – I had made a mistake.
Then, Lauren changed her story and said that they had a booking for me for an “initial consult” so that they could have a look at my hair and decide whether they were able to colour it. But they couldn’t cut or style my hair today – surely I remember Kylie saying that on the phone!
Later, Kylie and Lauren decided that actually, this was incorrect and I had not been put into the system because I had not been clear enough over the phone about what I wanted to book in for. I quoted my Groupon booking voucher on the phone so this can’t be the case.
I could tell that Kylie remembered speaking to me on the phone; I could see the cogs turning as she thought of new ways to make it my fault. The way in which she lied and changed her story so many times reminded me of the toddlers that I babysit – they always have so many different stories, and nothing is ever their fault!
I suggested to Kylie (the owner) that I felt as though they had really messed me around today, as I had come a long way and arranged my schedule around the reservation. I also might have seemed a bit upset at this point, so it would have been nice of her to take this on board and take some responsibility for having messed me around.
I asked (so politely!) if there anything she could offer me as compensation. This was a pretty big step for me – I am really trying to be more assertive with people especially when I feel I have been mislead or treated badly. She practically spat at me when I suggested this, and said that she had been very clear over the phone about what was to be expected at her salon (umm…).
The whole experience with Lauren and Kylie was just awful! Horrible communication skills; no willingness to admit to fault; and no understanding of how to fix the situation.
I understand that my booking was not entered correctly and these mistakes happen with busy places. But I could have been in and out of the salon in 10 minutes with a new booking, an apology having been made, and an assurance that this could be made up to me at my styling.
I’m sure that if I had been a scary Western Suburbs trophy wife things would have gone differently for me – they would have hopped to it!
I left feeling humiliated, manipulated, lied to, and taken advantage of. Thanks Lauren and Kylie!
A horrible day and a huge waste of time.
