1 /5 Karina L: I want to start by saying I am satisfied with my hair and truly enjoyed my appointment with Tory. She was sweet, personable, and professional. After a consultation, Tory recommended a partial highlight to preserve my hair’s integrity, including the outer layer of the underside for visibility in a ponytail. I appreciated her expertise.
After the service, I paid the owner for the highlights, plus an additional $95 for toner and a blow dry, which I understood and agreed to. However, after receiving an emailed receipt, I noticed I was charged for a full head of highlights, even though I received a partial. Wanting clarification, I politely reached out, assuming there may have been a miscommunication. I simply stated, “I noticed I was charged for a full highlight even though I received a partial—just wanted to see if I was possibly overcharged.”
Unfortunately, the receptionist’s response was unexpectedly hostile and defensive. As soon as I asked for more clarity on pricing, she got defensive and said, “Since you booked a full, you were clearly okay with paying the price, so what’s the issue?” Well, the issue is that I received a partial and should not be paying for a full—plain and simple. This statement alone was completely unprofessional, as a client is entitled to transparency in pricing without being made to feel like they are being difficult for raising a valid concern.
After going back and forth nearly 10 minutes, the receptionist offered a half-hearted apology, in a condescending tone saying, “Well, I’m sorry if maybe we weren’t transparent about pricing.” Maybe? Not maybe—there was no transparency.
She repeatedly talked over me and eventually accused me of yelling, stating, “You need to stop screaming at me,” which was not the case. I had to be assertive because she continued to talk with an attitude and dismiss my concerns. She then explained, “Because you didn’t get a typical partial, we charged you for a full, and the added services added up to a full. We don’t have the individual pricing of additional services.” This was confusing and concerning—how do you not have clear pricing on all services available?
I want to be clear: I never demanded a refund. I was simply seeking clarification to understand the charges. However, I was made to feel like I was a difficult customer trying to take money from the business, which was never my intention. This experience wasn’t about the money but about the principle of transparency and respectful communication. A customer should never feel uncomfortable or dismissed for asking for clarity on charges.
While Tory did a fantastic job, the hostility from the receptionist is the sole reason I won’t be returning to this salon. My advice to the owner: The client is owed transparency for the services provided, including an itemized list of the cost of each service. Or you should inform the client the pricing prior to the service.
Now for the receptionist, she needs proper training. It’s essential for receptionists to possess strong de-escalation skills to handle customer concerns effectively. Instead of reacting defensively and making the customer feel at fault, a receptionist should focus on calming the situation and addressing the issue at hand. Techniques such as active listening, demonstrating empathy, and effective communication are vital in these scenarios. A receptionist is often the first and last point of contact for customers and plays a crucial role in representing the company. Poor customer service at this level can greatly impact a business, as it leaves a lasting negative impression. No matter how good the actual services are, if a customer feels disrespected or dismissed, they are unlikely to return.
This whole situation could have been avoided had the interaction been respectful and had i been given a sincere apology.
I hope the owner takes this feedback seriously, as no client should be made to feel the way I did simply for seeking transparency.
