AIBU to complain after waiting 30 minutes for a booked treatment?

[Peppermilk24]

Is it normal for this to happen? I booked for a treatment well in advance - arrived on time to be told the therapist won’t be long but actually ended up almost 30 minutes past the appointment time. She was quite belligerent when I mentioned it to her. This isn’t the first time -albeit it’s usually 15 mins. I ended up late for my next appointment.

I didn’t tip either this time which I normally would. What’s a reasonable time to wait past your appointment time before you said anything?

What's the benefit of saying something?

Sorry but I wouldn’t use them again and I would complain. 5-10 mins late is acceptable but even then not great. Don’t tip!

So they know she’s unhappy?

If they told the truth a lot of clients would leave so they lie.

That's far too long . Is she self employed at home ?

No I get fuming when this happens they should at least call you to let you know they’re running over.

10 mins max I understand but anymore it makes me angry they deem me wasting my time waiting in their area is acceptable. I often nip out to appts on lunch breaks, on the way to places which is why I book a time.

How uniquely good is this person? Because I would just be looking for somebody else at this stage.

I would have left after 15 minutes, demanded my money back and been on time for my next appointment. Half an hour is taking the piss.

Not the therapist for you
You say last time 15 mins late too

I would expect them to be apologetic about the wait, and I would have expected a more accurate management of expectations.

I would. When I did Beauty Therapy we were timed on the treatments and in the exams for exactly this reason. If she can’t run to time by that amount I’d worry that she wasn’t qualified or experienced enough to do my treatments. It’s fine to need practice but they should make you aware if that’s the case. If she’s the owner and this slow at treatments, you might not get anywhere by complaining though.

I assume they know that, but complaining just makes the appointment awkward. I would just give them another chance, if they're late again go somewhere else.

I would simply take my money and my business elsewhere

I would tell her one more time, calmly, that you arrange things to be on time, for your own sake, but also as a courtesy to her. If it happens again, go elsewhere.

She has been late before - it irritated me as the owner was there and didn’t comment. I think she took a last minute appointment that she shouldn’t have. It’s put me off completely tbh.

So zero point Complaining
use the time to find someone else

Tbh the owner looks sour most of the time - my therapist seemed lovely. I calmly mentioned that we were 30 mins over my appointment time which would make me late for my next appointment. It was the no apology that irritated me. It wasn’t a cheap appointment and I had to change my massage from one hour to shoulders only for 30 minutes.

It’s close to my work so I used for convenience- I’m definitely going elsewhere though

As you’ve indicated she works in a salon rather than being self employed, yes I would send in a written complaint by email and possibly leave a review on their social media, then vote with my feet and not go back.

Salons are (quite rightly) quick enough to either charge or cancel appointments for clients who are running late, but on the flip side, what makes their time more valuable than the client they keep waiting?

I'd have walked out after 15 mins and never gone back.

Keeping you waiting that long without an explanation is just sheer bad manners.

its weird behaviour on their behalf. It’s not like they are a city centre business with a waiting list of clients. My mum is booked in for a treatment next week and I’ve asked her to confirm the time tomorrow and let them know that she can’t wait if they are running late. She has vouchers to use or she would go somewhere else also after my experience.

My last beauty therapist seemed to think my time wasn’t important. The third time she kept me waiting nearly 30 mins, I left before she called me in, sent an email to explain why and that I wasn’t prepared to waste my time, and found another therapist. Given that I always booked the time at my previous appointment six weeks in advance, there really was no excuse.