Jay’s Aggressive and Unprofessional Behaviour

I am writing to formally lodge a complaint regarding a deeply distressing incident that occurred at the Carlton Hair Cresta branch on October 9, 2024. The incident involved a male manager, whose aggressive and unprofessional behavior left me feeling traumatized. It’s clear that his name is Jay from the previous reviews. I believe it is important to report this matter to prevent future occurrences for other customers.

On the date in question, I called the Carlton Hair Cresta branch to inquire about the cost of having my hair washed and blow-dried. I clearly stated that I had clip-in extensions that would also need to be washed and styled. The receptionist, Genevieve, asked me to hold while she confirmed the pricing. She returned with a quote of R350, which I found acceptable, and I proceeded to book my appointment.

However, once the service began and I handed over my extensions, the demeanor of the stylist changed. The stylist spoke with Genevieve, and Genevieve later approached me, attempting to blame me for the misquotation. She claimed that she misunderstood the type of extensions I had, assuming they were tape-ins rather than clip-ins. As a professional establishment, I expect your staff to be knowledgeable about the differences between these types of extensions.

At this point, a male manager (Jay) became involved. His behavior was hostile and unprofessional. He insisted that the mistake was my fault and even threatened to have security escort me out if I did not pay the additional amount. I was left shaken by his aggressive attitude. He also refused to return my extensions, stating that he needed to "remove the curls" from them. This behavior was both intimidating and upsetting.

Genevieve tried to mediate the situation and acknowledged that the error was on their end. When I informed her that I would be filing a formal complaint and mentioned that it was my birthday, the manager reluctantly returned my extensions without charging me for the mistake. However, he did not apologize and arrogantly told me when asked for his name that he was well-known at Carlton Hair and that head office was fami**** with him.

This experience has troubled me for months. Initially, I was uncertain whether to report it or let it go, but I have decided to formally raise this issue because I do not want anyone else to suffer similar treatment. Additionally, I would like to ensure that the company does not lose valuable customers due to the actions of this individual. I live nearby and would have been a regular customer, but now I am afraid to even walk past the store.

I respectfully request that this matter be thoroughly investigated and that appropriate actions be taken to address the manager Jay’s conduct.