0 stars 🌟 The lady that worked on Saturday has no customer service skills telling her customers they lied about getting a text when it was never sent. We waited 50 mins for her to tell us we needed to wait another 20 mins more because she never sent the text and trying to charge a senior an extra $15 to dry there hair? Not even a professional hair dresser does that. If you’re not happy working there don’t treat your customers like crap show some Respect!
Response from Chirnside Park
Thank you for taking the time to share your feedback. We are very sorry to hear that you were disappointed with your experience at the salon on Saturday.
We understand that waiting for a haircut can be frustrating, especially when you are expecting to be contacted by text and feel that communication has not been clear. We sincerely apologise if the situation made you feel dismissed or disrespected, as that is never the experience we want any client to have at Just Cuts.
After reviewing the situation with the team, several text messages were sent out to notify you that it was your turn to return to the salon. Our system is designed to allow clients the convenience of checking in and then continuing with shopping or other errands while they wait. However, once a client is texted, we do require them to return to the salon within a reasonable timeframe so that the queue can continue moving fairly for all clients waiting.
If a client does not return after being contacted, the team will continue serving the next clients in the queue who have responded and returned to the salon. This is not done to inconvenience anyone, but rather to ensure the salon can continue operating smoothly and that other clients are not kept waiting unnecessarily.
Our policy is that if a client does not return to the salon after being texted over the course of approximately an hour, they may be removed from the queue, as it is assumed they are no longer returning for their haircut. We understand that clients may be finishing shopping, errands, or other appointments, which is why text messages are sent as a reminder. However, the team also needs to manage the flow of the queue and attend to clients who are present and ready for their service.
We are sorry if this was not explained clearly at the time, and we apologise if the communication came across in a way that made you feel uncomfortable. We certainly do not want any client to feel accused or spoken to disrespectfully, and we will take your feedback on board with the team.
Regarding the dry-off, we would also like to clarify that you were not charged for this service. Just Cuts is not a full-service salon, and our pricing is based on each individual service requested. A Style Cut is charged separately, and additional services such as shampooing, drying off, or styling may incur an extra cost if the client chooses to have those services. This is part of the Just Cuts service structure and is not specific to any individual client.
We understand that this may be different from other salons, and we are sorry if there was any confusion around the pricing. Our intention is always to be upfront and clear about what is included and what may be charged separately.
We are disappointed to hear that you felt the customer service was not at the standard you expected. Respectful communication is very important to us, and we will be addressing your feedback with the team to ensure all clients are spoken to professionally and treated with care.
Once again, we apologise that your visit did not meet your expectations. We appreciate you bringing this matter to our attention, as it allows us to review what happened and improve the way we communicate with clients moving forward.
