Hair By Phillip Award Winning Hair (3216 reviews)

Comment

I have been a regular customer at H by P since we moved to Stotfold 9 years ago. I made an appointment for a wash and blow dry last Friday 18/8/17 at 5 pm. I had been unwell during the day and at the last moment realised I was not well enough to drive myself there. I rang the salon expecting to be given a new booking but was met, to my astonishment, with being told that there was a cancellation charge of £10 almost the cost of my hair appointment. The receptionist was very bland, unprofessional and showed no sympathy to my plight. I heard her say to another colleague whilst on the phone "There's been another cancellation!" .I told her that I had never been informed of a cancellation charge and I had been coming to the salon for years. I was furious. My husband offered to drive me there and pick me up so as I could keep the appointment. I did not recognise any of the employees working there that afternoon. They appeared immature, inexperienced and lacking in customer care skills. They seemed incapable of handling a customer with a problem. I should know what I am talking about as I was a college lecturer in business studies prior to retirement. I told them I had never been informed of a cancellation charge and that I had been coming to the salon for years and that I was a regarded by other staff as a regular customer. I was met with a bland response that it was written on some card which they could not be bothered to show me! All one employee could say to me as I left was "See you later" to which I replied that, due to my experience that afternoon I was no longer a customer.