I had been a loyal customer of this salon for many years and recommended it to many people. One day I had a minor problem with a $40 styling they did on my hair, so I called them and asked them to re-do my hair the next day at no charge. They agreed, and when they were finished, they charged me full price for it. When I reminded them that I'd asked to have it done at no charge or at least a reduced cost, they said the owner would talk with me and that it was his decision. Then the owner ""didn't have time to talk"" each time I returned into the salon, didn't return my phone messages, and insisted on setting up an appointment in person (requiring another trip) which he subsequently changed his mind about and cancelled. Of course they lost my business, which averaged about $5000/year, plus referrals. It says a lot about how they view even their ""best"" customers.
Pros: stylists are nice
Cons: management is more worried about making a quick buck than customer satisfaction and loyalty