Martin's Salon of Sewickley

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In paragraph three of the letter from the salon, an incident is referenced which was not made aware to me in our first phone call. After the receptionist told me there were no appointments for the stylist until October 29th I asked to speak with the manager. In my experience with a variety of upscale salons, often the front desk manager can add the interested client to a wait list in case any cancellations occur. Since the receptionist did not offer such a list, I asked to speak to the manager (not the owner) to see if that was something that could be done. However, the next voice on the line was that of my former stylist. I was never informed that there was no manager and I was never informed that he was in the middle of a service. He never told me that he was servicing a client. The receptionist never offered this information. In fact, I asked if I could leave my information and have the manager call me back. When the call dropped and I phoned back, I was also not informed that the owner was in the middle of a service. I am a teacher and I certainly understand not being able to speak to someone in the middle of a class or lesson--but the receptionist never offered me this information. It seems like the receptionist was a hinderance here in communication. If she had handled the situation with more clarity, this could have been avoided.This letter does offer an apology to me for my treatment by Michael, the owner of this salon. I am not upset that I was not able to get an appointment, I was not upset that my stylist was booked up--those things are beyond the control Martin's Salon. I am upset that Michael chose to hang up on a long-time client after he screamed at me.  The letter does say that the call was "dropped" but Michael repeatedly screamed at me for hanging up on the salon. I would like Michael to either write a personal letter or to call me apologizing for the way he handled our phone call.
My wish is to bring this incident to a resolution. I do not wish to harbor feelings of ill will towards Michael or his establishment. However, I do think it is unacceptable to treat people the way that he did. If he will write or phone a sincere apology, I will consider this matter reconciled and I will remove all negative reviews of this establishment. 
Regards,
Ashley M[redacted]

Review: Yesterday, I received a call reminding me about my hair appointment. I called back, leaving a message to cancel and the dates I could reschedule.

Almost 18 hours later, the receptionist called back to reschedule my appointment. I asked them why I didn't receive a call yesterday and she could not tell me. The next appointment they could offer me was a month and a half away. I asked to speak to the manager.

Then my stylist picked up the phone telling me the evenings that she worked late, and my phone dropped the call.

When I called back the receptionist picked up the phone. I asked to speak to the manager who then screamed up me for hanging up (which if I had hung up, why would I have called back?) and then he hung up on me.

I loved my stylist here, and when we moved 45 minutes away she was worth the drive, but I can't in good faith patronize a place with such an irrational owner.Desired Settlement: Apology from the owner

Business

Response:

Revdex.com[redacted]RE: Complaint ID: [redacted]Dear [redacted], Representative of the Revdex.com,On the morning of Saturday, September 17th, our receptionist retrieved the Salon messages around 9:45 am before the Salon opened at 10:00 am. The only message was from this particular client. The receptionist immediately called her back, as is our protocol. The first thing the client wanted to know was why her call was just being returned when she left the message around 5:00 pm the night before. Our receptionist explained that the Salon closes at 5:00 pm on Friday evenings, but that she called her back first thing that following morning.The client then explained that she needed to reschedule the haircut appointment which she canceled on the message, ASAP. Our receptionist found the first available appointment which was the following Tuesday evening, September 20th. The client said that she lived 45 minutes away and couldn't make it during the week She asked for a Saturday appointment. The next Saturday appointment with her stylist was Saturday, October 29th. She became extremely upset and said that was entirely too long to wait. Our receptionist offered her another stylist who had an opening the following Saturday, September 24th. The client explained that if she did that, she may as well go to another salon. At that point the receptionist asked her to hold for a moment and explained the situation to the stylist. Her stylist then got on the phone with the client to offer her some dates and times that may work in order to offer her a solution. The client said the only days she would consider would be a Saturday. The stylist explained that she was going to be out of town for a week in the near future and that was why her Saturdays were full until October 29th. The stylist then heard a click and the line went dead. She assumed the client hung up because there wasn't any longer anyone on the line.About ten minutes later the client called back and demanded to speak with the Salon owner immediately. The receptionist explained that he was in the middle of a color service with a client but that she would give him the message to call her back as soon as he was available. The client then told the receptionist that she would continue to call back until he got on the phone. The receptionist said she would give him the message and have him return the call asap. The client then called back within five minutes, at which point the receptionist went and interrupted the owner from the client he was working on, because the client on the phone was making it extremely difficult to service the other clients, both in the Salon and calling on the other lines.The owner asked the client what the problem was. She explained that she loves her stylist and wanted in with her before October 29th. He stated that it was his understanding that she had been offered several options trying to find a solution but that none of them worked for her, so he wasn’t sure how he could help her, being that her stylist was going to be out of town and booked on the only dates she wanted, and that she didn't want another stylist to do her haircut and was not satisfied with any of the dates her stylist offered in order to try to accommodate her and rectify the situation.She then said that she didn't like his attitude. He explained that he felt we offered her quite a few options and was sorry that none of them were going to work out for her, and that he would need to return to his client that was in his chair. He then proceeded to end the phone conversation.Following are our Salon business hours. We offer three late evenings a week in order to try to accommodate people who work through the day, as well as our Saturday hours.Tuesday: 9 am-8 pmWednesday: 9 am-7 pmThursday: 9 am - 8 pmFriday: 9 am-5 pmSaturday: 10 am-4 pmWe are truly sorry that our Salon isn’t a good fit for her. We wish her well and hope she finds a Salon that better suits her needs.Best Regards, Michael M[redacted]Karen M[redacted]Owner’s of Martin's Salon of Sewickley