Pathetic Customer Service

I had the most horrible experience with the owner of Sona's Beauty and Laser salon based in Springfield Park, Durban. The owners name is Avashni Jugwant. The way she treats customers is disgusting. The first time I went to her there were no issues. My nails came out really nice and I was very impressed. I booked my December appointment a few weeks in advance for the 21st of December for both my mum and I as we leave on holiday on the 26th. I even paid the deposit she asked for as she said in December we have to pay for a deposit. I requested a specific nail technician as she did my nails previously as she was very good. I booked for my mum at 1pm and for myself at 3pm as we wanted the same lady to do both our nails. I messaged her at 8 am on the 20th of December to confirm my appointment as to which she did not reply. Around 7pm I messaged her to please confirm asap as I have paid a deposit. She then straight away rep**** and just rep**** with a full stop to the confirmation message when I initially booked with her. She then said that she told me that we cannot request specific nail technicians as they aren’t always available. I asked her to please show me the screenshot as to when she said that because I made this booking on WhatsApp and she never mentioned it. She then called me because she obviously did not have the proof of that. The way she spoke to me was absolutely disgusting. I am a buyer for a global corporate company and never have I experienced any supplier speak to me the way she did. She went on to say that it’s a general rule in her salon and all clients know that they cannot request a specific nail tech. I asked her when did she mention that to me? She said she called me. She had never called me ever! The whole booking was done on WhatsApp. She kept saying that common sense would tell me that one nail tech cannot do both of us at the same time. I asked her when did I say that??? I made an appointment at 1 and 3pm. Obviously if she told me we can’t choose a nail tech then I would have booked our appointment at the same time so we can just be there for two hours. Not waste 4 whole hours of our life. When I told her that she straight away said she would do a refund. She kept talking over me and raising her voice. She was absolutely rude. My mum eventually took the phone from me as I was getting extremely angry and she told my mother that she will not speak to her. I took the phone back to which she said I don’t know who that is but I will speak to you as you made the appointment. I told her that that’s my mother that also had made a booking and you should have a little respect as we are paying clients and you aren’t doing us any favors. Her excuse to not replying to me was that she was in treatments all day and couldn’t respond. Yet when you go into her store all she is doing is sitting at her desk on her phone. Also she updated her WhatsApp status but couldn’t responded to my message? What terrible customer service. She said she will refund me to which I said I will collect my refund as I clearly cannot trust you if you are doing this a few hours before my appointment. She then said I don’t know who you are but I will now have to call my attorney.Seriously??? That’s exactly right!! She DOES NOT know who I am. So why treat people like ****?!? I told her to call her attorney as I also have an attorney. I mean it doesn’t make you a big deal just because you have an attorney! This was the most horrible experience and to get let down so badly at this time of the year for a nail appointment is a disaster.No business like this will last if you have such a horrible attitude toward PAYING customers