Incompetence and lack of accountability

<p>We originally booked an appointment on 12 November - via email. Upon arriving at the salon, one of the the******s informed us, they had only booked for 1 person. We were very accommodating, these mistakes happen - and she rebooked us in on the 3rd of December and confirmed that they will be able to accommodate us despite the groupon expiration date. As compensation for the inconvenience, she promised us both free gelish.</p> <p>We triple checked with her, verbally in the salon, that she had slotted in both of us for 10am on Saturday for the groupon and that she had written down gelish as a reminder of what she had promised us. I mean, how you can not get the booking right in the diary after making a mistake is incomprehensible.</p> <p>We arrived at 10am on 3rd December only to be informed AGAIN, that she had booked one person 'Sarah' in for gelish. To add to this, there were 2 other ladies in the salon who had the exact same issue happen to them - The Pamper Room are more than welcome to contact them to confirm this, they will have their contact details booked in at 9am on Saturday. In addition, she blatantly **** that she was the one that had booked us in - because it wasnt her handwriting.</p> <p>Following my conversation with Jill ( I assume the owner), I find it unacceptable:-<br />1. To act as if she was doing us a favour by stating that the Parkhurst ladies can try and slot us - we booked at Norwood for a reason, it is an inconvenience to us to travel to Parkhurst and nor do we want to be squashed inbetween pre-booked appointments. We also booked at 10am and were not flexible for a later timeslot.<br />2. To make it our responsibility to obtain a refund from groupon, this is the salons mistake, there is absolutely no accountability nor consequence for The Pamper Room as a result of 2 incidents at the salon. They could have claimed the voucher value back from Groupon, as you have the voucher code and refunded us on the spot.<br />3. No customer service or remedial action is taken to at least try and fix the situation - an apology is just not good enough, how have these incidents impacted The Pamper Room in anyway? It hasnt, it has impacted us only. <br />Of course, we do not want to try for the third time for the appointment. The whole relationship with the Pamper Room and the the******s is soured. It was for our birthday present to each other and we do not feel like going through this again.</p> <p>Unfortunately, The Pamper Room has a great spot and probably huge potential, however these incidents, and the incidents experienced by the other ladies in the salon will ruin their reputation, the experience is one that will be spoken about in many social circles and word of mouth advertising is a very powerful tool which could have been avoided if they had displayed an ounce of customer service.</p>