Toni & Guy

I have gone to Toni & Guy to have my hair done for many years in England and then when I moved to Houston I went to the Willowbrook location until it closed. So it seemed natural I should follow them to their Galleria location. BIG MISTAKE! I now understand why so many of their salons are closing down. When you are spending in excess of $100.00 to get your hair done you are booking the whole experience and expect a certain standard of customer care. Unfortunately for the stylists they are let down by the reception staff and Management. I had booked an appointment over a week in advance and then had to reschedule. After being placed on hold several times, being asked to spell my name multiple times and even asked if i would be happy to sit for 45 mins with wet hair between getting my color and cut, they gave me a time. I arrived promptly for my appointment and then after 4 staff looked for me in the system they told me I had not got an appointment! Great. The Manager came in from outside the store where he was texting or doing something as equally managerial on his mobile phone. He came inside and offered me a slot for four hours later, no discount or recompense was offered for my inconvenience, which was great as I had got cover in at my own business in order to attend this appointment. With his lack of sincerity and amused look when we asked about compensation in form of discount for their mistake, which he refused with an amused grin, I chose not to reschedule. Toni & guy has been my salon of choice over the past 15 years. I have visited their Salons in various locations around the world but I will never use their salons again. My advise to them is train your front-line staff in customer care and then your highly trained stylists might get to keep there customers. Larrisa C.