The only reason I go is for Jessica the Hair Stylist - the color always comes out well, I do highlights every now and then, and the cut is exactly what I want. I am low maintenance, so she doesn't add layers that I can't style or manage, she knows my time frame, and offers color that lasts.
I agree it is product overload, but they have redesigned, so that there are two couches to wait on, complimentary beverages and snacks. The spa area is really rather spacious. The waiting area for the spa aspect is dumb and not sure why it's there. I have had a facial, wax and massage - I go back for the hair care. My neighbor goes for the waxing.
The front counter could be much lower.