Shocked that hairdresser cancelled my appt because I was late!

[Adnerb95]

1st time at a new hairdressers this afternoon. Appointment was at 4:15pm for a cut and blow dry. I work 20 mins away, left in plenty of time but there had been an accident and so major traffic delays. I ended up arriving at the salon 8 mins late to be told by the stylist that she wouldn't be able to do my hair now, because she had another client at 5pm"and the turnaround is very tight".

I was almost speechless - never had that response before on the (rare!) occasions over the years when I have been a few minutes late.

It got worse. I was desperate to have a haircut so suggested that we forget the blowdry and I just have a dry cut. "We don't do that" . "Well, why not do a wet cut? That way, there is still plenty of time, since you won't be blow drying my hair, before your next client"

"We don't do that"

.??????????????.

I think this is not only ridiculous but completely unreasonable or is it me?

I have emailed the owner in advance of posting a public review to give her a chance of responding. In the meantime, I have now booked with another salon for a couple of days time (checked their policy - "we wouldn't cancel an appointment unless a client was at least 15 mins late")

Not only do the first salon have a very disgruntled customer who will certainly not recommend them, but they have lost my business for the next 4/5 years, probably. I was looking for a replacement for my lovely hairdresser of the last 7 years who has left for Scotland. So pretty naff commercial decision as well.

She could have ditched the blowdry like you asked, i've been late before and my hairdresser is always fine, sometimes it's unavoidable thanks to traffic, but i do call and let him know

I have to agree with DiscoDiva regarding the driving and using the phone. I had the same problem on Friday due to the accident I mentioned earlier. The cars were rolling forward very very slowly, so there was no chance to use my phone to call ahead. I'm not risking a fine, and due to the accident there were plenty of police around.

YANBU if you were genuinely only eight minutes late. I often wait a few minutes at hairdressers. I don't have a problem with that so I would expect the same in return. Their time isn't more important than mine. I have also never met a hairdressers who won't do a wet cut and although I'm sure they exist that doesn't mean it is "normal". I have long hair and often ask for a wet cut as a blow dry is usually a complete waste of time and money.

I'm sure most hairdressers could wash, cut and dry your hair within 45 minutes, but it's not a sheep shearing contest. It's a ridiculously tight time slot. Like coffee says, a review highlighting their strict timing policy would be helpful both to both new customers and the business.

People who suspect OP was later than 8 minutes why do you suspect that?

Op has repeatedly said she is someone who hates being late and is usually early. Why not take her word for it that she was 8 minutes late?

It's very odd when people tell the OP that she was actually later than 8 minutes. Were you timing the OP?

If it's fine for hairdressers to cancel appointments for being late then they must accept it's perfectly fine for clients to walk out if they are kept waiting too long. It must be give and take.Why is it unacceptable for a client to be late but if a hairdresser keeps you waiting we have to put up and shut up.

My haircut takes no time at all, so I have no experience of making an appointment for a haircut, but do you really have to put up and shut up?

(visions of the customers being shackled to the chairs)

I'm shocked by everyone saying the OP should have called ahead. She didn't know she would be late till she was driving a car...calling under these circumstances would be illegal wouldn't it?

I have masses of hair and have never EVER been in and out in under 45 mins. Given the approximate nature of hair appointments, the wild differences in time taken, the frequency with which customers are made to wait...is was U of the hairdresser to quibble over 8 mins.

8 minutes is roughly the time it takes to get my hair cut

I've sat in a hairdresser before getting a blow-dry while they complained to their colleague about how long this was taking and how everything will run late all day. Yes. Yes my hair takes over an hour to cut and dry. I told you when I booked that it would. I'm sorry you thought you knew better. Now I'm at a lovely place where they do a brilliant job in an hour and thank me for the workout!

YANBU - they were idiots. they should have just either done it a bit quicker or given you the wet cut you asked for FFS... and charged you the same. They sound like prima donnas. i'd find a new hairdresser. One that understands that life does sometimes get in the way and a bit of flexibility wouldn't kill them.

Yanbu to feel disappointed, and put out at her flat out refusal.
It's their loss though, not yours. With a 45 minute appointment for the whole shebang, it's obvious they were just trying to squeeze you in and do a rush job.
For a first appointment, you would've needed a longer appointment and then some to go through your hair type, expectations, go through photos of what you like ect.
Go somewhere else where you'll be made to feel like a valued client, not an inconvenience and you'll be more likely to be pleased with the hair cut, too.

You were late - it happens - but meant that the next app would be late and soon shop closing

She was a bit rude to you and could have explained it better

Tho agree 45m isn't long for new customer haircut etc

I think it's the utter charmlessness of the particular hairdresser that's the most annoying. Hairdressing is an optional disposable income thing, and businesses shouldn't take customers for granted like that. You can manage your client list without being offhand or petty.

Though I normally agree that if you're late you're late ... 8 minutes is a bit mean of them.

I think you absolutely SHOULD leave them a bad review. That's what the review function is for, to let others know of your experience. I don't think it's ott at all

Yes, I am close to leaving a good hairdresser because they have kept me waiting 20 mins to half an hour on the three occasions I've been there.

I suspect they book appointments very tightly so there's no wiggle room in case of delays.

I have had this happen with every hairdresser I have ever been to, and so has everyone I have spoken to about it. In fact, I have never ever ever gone into my appointment on time; the 'earliest' it has been in 10 minutes after. It's been 25-30 minutes on a couple of occasions. I suspect in many cases, the hairdresser is late for their customers way more often than the customers are late for them.

Also, on a number I have been to the hairdressers, (for a cut and blow dry,) I see them doing 4 or 5 people in the same hour. EG, they have someone in at 3pm for highlights, then when the customer is waiting under the dryer with her lightening fluid on, the hairdresser is tootling around washing and cutting the hair of other customers, along with answering the phones, chatting to colleagues, and going for cigarette breaks.

I reckon they do this (squash loads into small slots,) to get as much trade as possible in the smallest window possible,) but I reckon this is the reason they are always late.

Refusing to see someone who is 8 minutes late is rude and obnoxious, and is taking the piss quite frankly, when you think about how often hairdressers are often running at least 10 minutes late.

I have changed my mind about the online review @Adnerb95 ; I think you SHOULD leave it. But keep it factual, say exactly what happened, and make it clear you will not be going back.

A dry cut wont produce a good result. Wet cuts are ok but most stylists like to dry it to see that it looks right dry and they've done a good job. Its not the stylists fault that a) you were late (albeit b=not very) and b)that the salon doesn't offer dry or wet cuts.

hiphopcat as the daughter or two hairdressers, more often than not they are late because clients are late. If you have 8 clients in the day who are all 10 minutes (and often more) late then that outs you 1 hr and 20 mins behind schedule. And of course they are going to fir someone else in for a cut whilst a colour is processing - what would you like them to do? Fan you and feed you grapes? At the end of the day they are there to make money!!!

UPDATE!

A response from the owner already received, showing a lot of good customer service principles - understanding of my feelings and explaining their policy on wet and dry cuts in detail. I think she has realised that the way the stylist worded it was not the best.

However, one crucial part of the jigsaw!! She admitted that one of the reasons behind the decision to cancel the appointment was the fact that the client coming into the salon at 5pm was, shall we say, not the easiest person to deal with. And was obsessed with there being no delays whatsoever!

It starts to make sense because I was genuinely surprised that the stylist seemed to have made the decision well in advance of my arrival and was quite tense.

So, that will teach me to remember that you often don't know the whole story when someone appears to be acting a little unreasonably ...

Hmm. So basically the 5 o'clock appointment is a high maintenance person they dare not cross. Do they pay treble?

With that attitude they'll find business is pretty dire. You were late through no fault of your own and they wouldn't accommodate you.

If they run late chances are people will stop accommodating them as well.

Interesting dilemma. Which client to piss off?

I'd always try and call if I was going to be a few minutes late, but I've walked out of beauticians before (who I have to say seem to be the worst for running late and not telling you) after being kept waiting for more than 20 minutes after my appointment time without even an apology or acknowledgement that they are running late.

OK, so they have replied, but they've also told you that other clients are more important to them than you. I'd still be taking my business elsewhere and I'd tell them that.

I like a pp have never gone into a hair appointment on time, and have waited for over 30 mins at least once, so I would be massively pissed off at the (assumed) hypocrisy in a situation like this.

Interesting that they have responded OP, but as a few people have said, it's pretty disgraceful that they think the 'special snowflake' who was due in after you was waaaay more important than a new customer who could have given them 100's of pounds a year in custom.

Disgusting. How horribly arrogant! They don't deserve ANYone's custom!

@cutebabasmoney

hiphopcat as the daughter or two hairdressers, more often than not they are late because clients are late. If you have 8 clients in the day who are all 10 minutes (and often more) late then that outs you 1 hr and 20 mins behind schedule. And of course they are going to fit someone else in for a cut whilst a colour is processing - what would you like them to do? Fan you and feed you grapes? At the end of the day they are there to make money!!!

Stop being so pedantic and keep your straw man argument to yourself (and your fan and grapes!) You are never going to HAVE 8 clients who are ALL TEN MINUTES LATE (and a lot more) in one day.. Stop talking nonsense to try and fight this argument.

I know for a fact that hairdressing salons keep customers waiting 10-20 minutes after their appointment time, waaaaay more often than people are 10 to 20 minutes late.

And I know hairdressers are going to do other bits and bobs when they are doing colours and shit, but what I was saying is they OBVIOUSLY try and cram too much in. That's why they are almost always late.

And I sincerely hope the 2 hairdressers in YOUR family aren't as arrogant as you make them sound. 'THEY ARE HERE TO MAKE MONEY!' WTAF? What about a little thing called 'customer service?' Or are they just interested in the money they can make from people!

Hairdressers are ten a penny, and aren't as special as some of them clearly think they are, and it's easy enough to find another one. You may want to remind the hairdressers in your family of that!

According to the OP, the hairdresser has now responded and acknowledged they were in the wrong. Although they did make it clear another customer was more important!!! So I would still not go back! They sound bloody useless actually. How the hell do they manage to keep this business going with this level of poor customer care?!