Disappointing Service and Pricing Discrepancy at Sorbet

Unfortunately, the service I received at the store was disappointing. I had called ahead to make an appointment—as a courtesy, since it was a late slot (16:30)—to ensure that staff would be available and to avoid causing any inconvenience. I specifically requested a cornrow removal, wash, and blow dry. Over the phone, the staff member confirmed the price as R290. To be certain, I clarified again that I wanted removal, wash, and blow dry. She then asked about the length of my hair, to which I responded “short to medium,” and she once more confirmed the price of R290. I was under the impression that this R290 covered the breakdown of services, with R120 (as advertised on the website) for cornrow removal and wash, and the balance being for the blow dry. My greatest frustration came when I went to pay and was charged R428 instead. When I questioned the price, I was met with hostility. After I explained the price I had been quoted and even showed proof, I was given excuses and told that nothing could be done about the discrepancy between the app/website and the in-store pricing. When I further explained that this inaccuracy creates a frustrating experience for the customer, I was met with silence and no acknowledgment. Please note that I was never hostile, rude, or disrespectful at any point. I did not raise my voice and, despite my disappointment, I paid the full amount without any issue. To make matters worse, the hair wash service felt lackluster. It seemed as though the staff member either did not want to wash my hair or was expressing her frustration, as she was rough on my head and splashed water on me. I have experienced excellent service at other Sorbet branches, which makes this particular encounter even more disappointing. Sadly, it has left me with a negative impression of this branch. As a Black woman, I also could not help but feel that my concerns were not treated with the same respect and seriousness that another customer might have received. - Sorbet Hairbar in Dunkeld