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Original poster

24 Hour Cancellation Policy

152 replies

SpeckledlyHen · 10/09/2021 13:52

Just wondered what others thoughts were on this. I had a hair appointment booked for this evening. It was for cut/colour/blowdry.
My husband had an emergency and had to take my car this morning (his is in the garage getting repaired) so I rang the hairdressers first thing this morning to rearrange my appointment to either tomorrow or Monday/Tuesday. This is a small village salon, everyone knows everyone and my husband also goes there.

I left a message on the ansaphone and no-one answered. Someone rang me back and said that it was company policy to charge 50% of the cost. I said I would try and see if I could get there. For context, we live rurally so no public transport (well there is a bus about 4 times a day) and I have rarely been able to get a taxi here even when booking a week in advance! Anyhow, I realised it would be really tricky and awkward to get there so I rang them back and told them I really could not make it due to not having transport. They charged me 50%.

My issue is that I have been going to this salon since it opened - approx 5 years or so. I go every 6-7 weeks and pay about £130-£150 - I buy their products and when they opened up after covid gave them large tips each time to try and make up the shortfall they had lost due to not working. The only other time I cancelled was in a dire emergency (was hospitalised).

Whilst I know what the policy is I do think sometimes these things should be discretionary. I know the receptionist did go and check with the stylist and still decided to charge me. Granted it may not have been her choice to use discretion.

I dunno, I just feel really aggrieved by it and now thinking of going elsewhere, I think it is a bit short sighted of them - I would have gone in within a day or two so they still would have got my money. Now I really don't feel like going back at all to be honest.

OP posts:
Floralnomad · 10/09/2021 14:00

They have used their discretion , the only reason you couldn’t attend was lack of transport which is not really a valid reason . It’s unfortunate but I can see why they need a policy and implement it .

Original poster
SpeckledlyHen · 10/09/2021 14:02

See, I can't see why lack of transport is not a valid reason. How else do I get there?

OP posts:
Mamamia7962 · 10/09/2021 14:02

I've noticed my dog groomers now have this policy, but I suppose they have a lot of people who make appointments but don't bother to turn up.

Not sure there's a lot you can do apart from change hairdressers but It expect they will be also have this policy. What did your husband say when you told him you would be charged around £75?

Floralnomad · 10/09/2021 14:10

I’m sorry @SpeckledlyHen but your post implies that you didn’t want to bother with a bus or try to call a taxi .

Original poster
SpeckledlyHen · 10/09/2021 14:13

@mamamia7962 - he said he thought it was a bit rough considering. If you are suggesting he should pay it considering he has my car then yes he would cheerfully give me the money back.

OP posts:
idontlikealdi · 10/09/2021 14:15

It's the policy, they've lost money because you can't attend. Not their problem that you don't have transport.

I have to pay 50% on booking for my hairdresser now, and for the dogs groomer, and for most restaurants if we book for more than 4 people.

ChewChewPanda · 10/09/2021 14:21

Yes they will still get your money as you will rebook but they probably won’t get another client in today and therefore they will lose money through not working in a long slot that you had booked. So I think it’s fair though appreciate it’s frustrating.

CorrBlimeyGG · 10/09/2021 14:21

Discretion is for unexpected and unavoidable circumstances. Yours is neither.

kaleidoscopeheartless · 10/09/2021 14:23

Just get a taxi

Original poster
SpeckledlyHen · 10/09/2021 14:35

Thanks all.

OP posts:
JSL52 · 10/09/2021 14:50

Could you have taken your husband to work.?
We do that if we end up with one car and the other one needs it.

lockdownmadnessdotcom · 10/09/2021 14:50

I'd just ask if they would pay you 50% of the cost if they cancelled on the day for any reason. it does happen and probably more often at the moment if a stylist calls in with covid.

It's a bit of a mystery to me why the consumer has to absorb all the risk and suck up them cancelling when they eg might have prebooked childcare. I would go elsewhere in future.

Original poster
SpeckledlyHen · 10/09/2021 15:41

@JSL52 - no sadly I couldn't. I had a big client meeting this morning when he left. It was totally unforeseen really. Normally we would have arranged ourselves around it by giving each other lifts but he got called in very late notice.

OP posts:
BlackTee40 · 10/09/2021 16:00

@SpeckledlyHen

See, I can't see why lack of transport is not a valid reason. How else do I get there?
That's not their problem.

The hairdresser, after budgeting in your appointment, can't now tell Tesco's they can adjust her bill accordingly using their discretion, can she?

You are a CF.

LIZS · 10/09/2021 16:04

A taxi would probably be cheaper than losing 50%. Could he pick you up afterwards?

Original poster
SpeckledlyHen · 10/09/2021 16:53

@BlackTee40 - tad harsh? I phoned first thing. My appointment was at 6.00pm tonight. I could have phoned (had I known) at 6.00pm last night - which would have been 24 hours notice - the result for them I'm sure would have been the same but I would have been within the policy. I have been going there a very long time and paid them very generous tips post covid (£20 each) to help them out. I really don't think this warrants the cheeky fucker response. Considering the longevity of my custom and the fact that this was a last minute one off I just wondered if they could have cut me a bit of slack.

OP posts:
BlackTee40 · 10/09/2021 17:01

But the point is the supermarket or utility company etc won't cut the hairdresser any slack.

The school shoes her kid needs still need buying and the shop won't let her off.

She factored your appointment in to her budget and you pulled out 🤷‍♀️

Hence you pay a cancelled appointment fee.

Original poster
SpeckledlyHen · 10/09/2021 17:05

@LIZS

A taxi would probably be cheaper than losing 50%. Could he pick you up afterwards?
Sadly he won't be home until about midnight. I did ask a neighbour for a lift but she was unable due to childcare. I live rurally so I don't have many neighbours and two of them are in their 80's and won't drive in the dark which is when I would have needed to be collected by. It is a 5 mile walk home and no buses, no taxi's (unless you book an airport run a week in advance) so I was fairly screwed really.
OP posts:
Original poster
SpeckledlyHen · 10/09/2021 17:08

@BlackTee40

But the point is the supermarket or utility company etc won't cut the hairdresser any slack.

The school shoes her kid needs still need buying and the shop won't let her off.

She factored your appointment in to her budget and you pulled out 🤷‍♀️

Hence you pay a cancelled appointment fee.

Yes but I would have booked for the next day or early on next week. Budgets are done monthly I'm sure not daily. I bet they get a lot of people who cancel and don't pay. I am sure they are not going to go to the small claims court to chase. I did pay, with no argument to them. However, it has made me rethink about my loyalties to be fair. If I had been there once or twice and was flaky as hell I get it, but a long standing reliable customer it seems harsh.
OP posts:
Doveyouknow · 10/09/2021 17:10

Cycle? If it's only 5 miles

Original poster
SpeckledlyHen · 10/09/2021 17:13

@Doveyouknow

Cycle? If it's only 5 miles
I did own a bike until about 5 weeks ago, I sold it because I never ride it. Damn
OP posts:
BlackTee40 · 10/09/2021 17:39

Did you make it clear that you wanted to rebook, rather than cancel?

Ime places won't ask you to pay the fee if you are rescheduling.

Original poster
SpeckledlyHen · 10/09/2021 18:29

@BlackTee40

Did you make it clear that you wanted to rebook, rather than cancel?

Ime places won't ask you to pay the fee if you are rescheduling.

Absolutely 100% made it clear. Left that message on the ansaphone and also told the receptionist. However, I will admit the receptionist was not someone I recognised and seemed very inexperienced. But she did go and check with the stylist who normally does my hair. What message she conveyed I am not sure.. She could have just said I was cancelling rather than rebooking. I would have cheerfully booked for any available slot they had tomorrow (if any) or the first one when they open next week.
OP posts:
MMAMPWGHAP · 10/09/2021 18:40

You go every 6-7 weeks. Just leave smaller (or no) tips until the money is recouped. You’ve paid them over £4k over the last 5 years.

JLQ1020 · 10/09/2021 18:41

I think its fair especially in the current climate