I received a gift certificate from my husband for Valentine's Day. I made an appointment weeks in advance to celebrate my 40th birthday and Hair-Em confirmed the appointment the day before my scheduled appointment. I arrived on time as scheduled and was told the person who will be doing my service is finishing up and should be with me in a few minutes. The receptionist sat me down and gave me a glass of water. 35 minutes later, the ""person"" said, ""I'm ready for you"" and failed to even apologize for my long wait - didn't even acknowledge the wait time. I asked how long it would take and the ""person"" said about 1 hour and 30 minutes! - well, that wouldn't do because I had an appointment an hour away. I mentioned that I would have to reschedule - no apoligies were offered, just an ""ok"" from my ""person"". Well, after thinking of the poor customer service I received, I asked my husband to get a refund and I would go somewhere else where I would be treated like a customer. Hair-Em explained 3 weeks later that their policy was to not refund gift certificates; however, this was not explained when the certificate was purchased nor did my husband receive any notification in writing of this policy. Hair-Em offered to give a discount on an additional service - not a refund as we requested. I just want Hair-Em to do the right thing and refund our money for services not rendered. Keep in mind, the certificate was worth aproximately $55-60....shouldn't be a huge difference to Hair-Em's bottom-line. Please beware that Hair-Em's customer service is very poor and their resolution is not flexible. I am a trainer for a Fortune 100 corporation and have taught customer service for the past several years to our employees. Hair-Em's staff would benefit greatly from customer service training - or just remembering the golden rule, ""Do unto others as you would have them do unto you.""
Pros: Located in nice, quiet neighborhood. Parking is convenient
Cons: Poor customer service
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