REALLY BAD CUSTOMER SERVICE

I'm so disappointed and appalled by what I experienced today that tatto place. I had paid a R1000 deposit to get a tattoo done today however it slipped my mind and I returned a miss call only to find out its from the tattoo parlor, I was unable to make for my appointment so I asked if it's possible to reschedule as I have already paid a deposit however was told I have to pay another R1000 and the 1st R1000 deposit goes in their pocket! just like that. I really don't understand how that works, make it make sense to me...my husband and I then went to the parlor to actually find out about this. When we arrived there the receptionist who turned into a manager was not making sense, and made it clear that it was my fault I had not informed them and I had 48hrs to do so. What I don't get is how can you be the manager and tell a customer I told you this and that without any written liability claws, it's just verbal nothing written. Well I was trying to make explain and apologize the rest of the employees became very confrontational telling me how I've waited their, it's my responsibility to call and reschedule yet I'll be charged again.. yet I had not received any communication from the *** tattoos after I sent email or any email confirmation in regards to the tattoo booking, this situation could have handled better. The employees from *** tattoo should learn about customer service and public relations skills and have better booking system.