Time: Sep/01/2018 (6 months ago)
I have never left a bad review for anything before. Like most people I have experienced or witnessed bad customer service in the past but my experience has been that, when approached reasonably, a good manager or business owner will do whatever is reasonable to rectify the situation. Not so at Heather's Hairport.
The day before my daughter's wedding eleven of us went to Heather's for manicures and pedicures. Although there were several things about this experience that were disappointing, the issue that prompted my review is the following. Heather has (understandably) an automatic twenty percent tip in these situations but, in the confusion, four of us who were not aware of this generously tipped a total of $70 on top of the 20% tip which totaled $144. Two of us actually tipped on services that we paid for but did not receive (our choice) because we understood that the appointment had been made and did not want our technician to be shorted. So, not only did we pay for those services (willingly), we tipped on them as well. We were not aware that there was an automatic tip on the bill so ultimately we tipped twice. When I attempted to contact the manager/owner about the duplicate tip, I made three phone calls and spoke to the receptionist. He assured me Heather would call me back. On day two he did the same. On day three he did the same. I felt it was very unprofessional not to respond and unfair to the receptionist who had to keep making excuses for her. I only received a response when I emailed her. I only requested that she refund the $70 additional tip on to my daughter's credit card. After two emails from her, it was clear that she refused to do so. I understand her policy but I also understand customer service and integrity. At the very least, the technicians assigned to us should have mentioned that there was an automatic 20% as we were handing over $15 and $20 tips.
We misunderstood and made a mistake. Mistakes happen. But it would have been very simple for the owner to make a small refund given the amount of money we spent in her salon ($875). I understand the need for policies but, in my opinion, a good manager/business owner should allow for a margin of error.
In addition, one of the technicians was heard complaining out loud about their customer. It turned out to be my 87 year old mother that she was talking about. Shame on that employee and the manager that allows this behavior.
Time: Sep/01/2018 (6 months ago)
I wish there was a way to leave zero stars for Heather's Hairport. I have been to Heather's several times in the last couple years. Each time I left somewhat disappointed. This time, however, I left extremely disappointed.
I've included the whole experience below, but if you're just interested in a summary, this is it. I will never return to Heather's and I don't suggest anyone else goes there either. I understand the price of doing business, but the people there were rude, sneaky about tipping and charged us for services that were not rendered, showing me that Heather's has no integrity.
I came to Heather's with a group of girls the day before my wedding and we spent almost $1,000. They asked me to sign a contract and put down a deposit, which I agreed very willingly. Outside of the contract, I was asked to complete a form indicating the services the girls wanted. As you may understand, there are a million logistics when that come into play when planning a wedding and, as no surprise to anyone, the girls had a couple changes ("I don't want gel polish anymore, I want regular", etc.).
When I was greeted at the salon, Jonathan was not friendly and didn't say congratulations. He knew what we were there for and I was wearing a shirt that said "Bride" in big black letters. While I was getting my nails done, a couple people indicated to their nail technician that they no longer wanted some of the services they had initially asked for. Jonathan came upstairs while I was getting my pedicure and rudely remarked "You know you are going to have to pay for the services even if they don't get them, right?" I asked for a copy of the contract so I could understand remind myself of what I was working with.
Also, while I was having my nails done, one of the technicians came upstairs to complain about a lady getting their nails done downstairs basically saying they were a mess. Come to find out, when I went downstairs, she was doing my grandmother's nails. She was talking about my own grandmother - the day before my wedding - completely unprofessional.
What was supposed to be a relaxing manicure and pedicure the day before I was getting married was completely un-enjoyable. I felt terrible making girls pay for services they didn't receive, as committing to being in a wedding party is already expensive enough (also $42 for a gel manicure is a little steep in my opinion - it doesn't even cost that much in Boston).
Then, several girls tipped their technician. I had asked the girls to do so because I figured it was easier logistically. When I went to pay for the full group, I was told that I would have to tip 20% on my card. This was not in the contract I signed and was not verbally communicated to me. My bridesmaids had left very generous tips, only to find out they would have to pay for this twice. Additionally, one girl changed her selection from gel to regular polish. Even though regular polish takes less time for the salon, we were charged for gel because it was on the contract.
My mom, who is a year-round local and works at a venue that does many weddings, tried to rectify the situation by calling the salon to discuss our experience. On three separate occasions, Jonathan said he would call her back and didn't. Heather would also not return my mom's phone calls and my mother only received a response when she emailed her directly. Her responses mirrored how we were treated at her salon, she was not empathetic and displayed that she blatantly didn't care about customer experience at all.
Time: Oct/04/2017 (a year ago)
I had a manicure/pedicure with Dee at Heather's Hairport and she was fantastic. I was in town for a wedding and had no problem getting a weekend appointment. The salon was clean and everyone was friendly and professional. The manicure/pedicure that she provided lasted very long (I would say my best manicure/pedicure ever!) and that left me impressed enough to write a review! Thanks Dee.
Time: Jul/19/2018 (8 months ago)
Fantastic job on my nails definatly come back again!
Time: Apr/20/2018 (11 months ago)
I get my hair done there..Great salon
