I'm extremely disappointed with my recent experience, especially as a loyal client whose family has spent a significant amount of money here over the years and also referred friends.
I booked my appointment online, selected a provider, and received both a text and email confirmation for my 1 PM appointment that I had scheduled the day before. When I arrived, I was told the appointment "shouldn't have gone through" because I didn't select a specific area, which I did and that's why I had proof of confirmation via text and email.
There were 3 staff members at the front desk, you would think at least one of them could have called to let me know before I traveled from Brooklyn into the city, paid tolls, the congestion fee, and parking. Instead, I was told that
"someone should have caught it and called," even though this was clearly their error.
Rather than taking responsibility, the situation was being framed as my fault. They couldn't accommodate me and only offered a possible appointment at another location 45 minutes away. There was no real effort to make it right, just a brief apology.
For a business that positions itself as professional and client-focused, this experience fell far short. Clients should not be treated this way, especially when the error was clearly on their end. This was very disappointing and not the level of professionalism I expected.
