Adding Insult to Injury....

<p>The service I received was unspeakable, horriffic, appalling, ghastly...- Every synonym one could think of for: absolutely horrible! And none of them do any justice in describing what I have experienced today.</p> <p> </p> <p>I had travelled all the way from Sandton to Mall Of The South for my appointment with my hair stylist @ 14h45 today which I had called in to arrange around 9:30am earlier the morning, only to be told while pulling into the Mall's parking that I had in fact been booked for nails and not hair. I told the receptionist that there must be some mistake... When I had called the morning not only had I had asked for availability of the hairstylist by name but the receptionist had also asked me how long my hair is and there had been no metion of nails in the entire conversation. I was baffled as to how the confusion had occured.</p> <p> </p> <p>The disappointment of travelling all that way only find out that I my plans to have my hair done by my stylist in preparation for upcoming events had me feeling like someone had pulled the rug out from beneath my feet! The receptionist also offred no apology for the mistake and simply put a woman by the name of Lindy on the phone whom I assume is the owner/manager and asks me how she can help. I was already at a loss for words by her question. While explaining that I had called to book an appointment for hair and trying to recite the telephonic discussion that I had with the receptionsit earlier the morning to Lindy in hopes that she would understand my confusion as to how the mistake had occured and offer to remedy it, I am interrupted by Lindy who tells me that the system says I am booked for nails and explains that it is some sort of buff and polishing treatment which only frustrates me further as I told her I did not book for nails! I didn't see any effort from Lindy's side listen to my frustration/empathise with me as my plans for today had just been grossly disrupted and I was understandably disappointed. She then tells me that my stylist would only be available after 5 to do my hair instead of asking me when it would be convenient for me to reschedule so that they could try and remedy the matter! I hung up as I was in disbelief and frustrated by the direction that the conversation was headed to. </p> <p> </p> <p>After seeing me in tears from the anger boiling inside of me and my frustration with what had just happened, my husband had called and vented his anger at he receptionist because he was with me and overheard the conversation when I called at 9:27am that morning to make the appointment. The receptionist now tells my husband that I had called in at around 1:00pm to cancel my appoint @ 14;45 and requested for it to be moved to 5:00pm to which my husband rep**** that he would call my service provider and request itemised billing to prove that this was not the case. My call records show that the compay had tried to call me at 1:37pm and 1: 46pm but I was unable to answer these calls as I was already on my way to Mall Of The South. </p> <p> </p> <p>Lindy had called me back upon my husband's insistence as he was unable to speak directly to the stylist but the conversation had once again proven to be futile and only further frustrate me as Lindy babbles on about her the version of events that the receptionist had given her instead of listenin g to mine. The story once again had changed to me now having booked to have both my hair and nails done.... I literally had to scream at Lindy and tell her to listen! Their records show that I have never booked an appoitement with them to have my nails done before! I met my stylist before he started working with this company and travel so far to see him because I cannot find anyone closer that is capable of handling my hair the way that he does. </p> <p> </p> <p> Disappointed is not even the word, nor does disgusted describe my feelings about Lindy's reaction or manner of handling the matter. I am still pinching myself in disbelief that I had received such a reaction from the Lindy and the receptionist- never before! Not to mention the level of competence and professionalism that is expected when you consider the rates charged for services at this company.</p> <p> </p> <p>This incident would not have left me with such a bitter taste had the Lindy as the owner/manager shown a bit more empathy and handled the situation better. It is insulting that you I had tried to explain that a mistake was made by the receptionsit with the booking and being made to feel like I was the one who who was in the wrong and had made the wrong booking. Frankly, this was no effort made to remedy their mistake!! I mean what was I thinking expecting that Lindy/ receptionist would have the sense to ask me when it would be convenient for me to reschedule and perhaps even offer a free treatment where I still pay for the cost of doing my hair!! </p> <p> </p>