Waukesha >Beauty > Salon Nouveaux
21075 Swenson Dr Ste 300, Waukesha, WI | Directions 5318643.030823 -88.176110
Tue-Thu 9am-9pm; Fri & Sat 9am-4pm
I received an advertisement for this salon in the coupon mailings. They advertised a special package deal where you pay $50 and receive services in four separate visits. My first visit was my haircut. The stylist was friendly and professional. My second visit was with the same stylist, and I received a lip or brow wax.
I asked about the promotion, and was told that since the salon is located on a side road in a strip mall and since they don't get many walk-ins, they sent out the flyer to generate new business. I can understand why - I had no idea the salon was there.
The third visit was supposed to be for a pedicure with Colleen, and the fourth visit would have been a makeup consultation with the original hair stylist.
I scheduled my third visit for the day following a business trip we were attending in Ohio. The trip home was delayed due to deadlines that had to be met, so I was physically unable to make the appointment. I called them in advance of the appointment, but within 24 hours hoping to reschedule after explaining my dilemma.
Normally, I'd be driving to Brookfield from Wauwatosa. This time I'm driving from Ohio. I potentially could have reschedule the appointment for later in the day.
Mary answered the call, and I was told that since I didn't give them a 24 hour notice I would forfeit the appointment. When I asked about it further, explaining my dilemma and the fact that I was detained on a business trip, she could care less and went on to tell me that "the 24 hour cancellation policy is on the back of the flyer". Well, ok then. I responded that it's not a great way to generate new business. She replied with a cocky tone, again referring to the "24 hour cancellation policy is on the back of the flyer", and did nothing to apologize or try to rectify the situation. In fact, I found her manner obviously obtuse.
At this point, I feel it's important to note the following: Previously, when my second appointment reminder call was made, I spoke with a gentleman who was confirming an early morning lip wax. I explained to him that I have sensitive skin and I have to be somewhere early afternoon, and asked if I could change the appointment to later in the day to avoid going to a meeting with a red lip. He was very professional, and let me reschedule the appointment for late in the day. I wasn't penalized for changing the original appointment, though it was within 24 hours of the appointment, and he never once referred to a "24 hour cancellation policy on the back of the flyer" in the condescending tone that was typical of Mary. She was unprofessional, and if this were my company, she would be in the unemployment line. From a customers standpoint, I believe she is a detriment to this company.
Here is a company sending out flyers to the general public attempting to generate new business, but punishing their customers for circumstances that are beyond their control. This was not a cancelled appointment, this was my attempt to reschedule. Based on Mary's demeaner, they could care less about the customers stance.
Why would this generate repeat business? It wouldn't. Not only will I never return here again, but I would never recommend this type of unprofessionalism to anyone. Customer service is obviously not their first priority.
I'll take my business back to Vici where they treat you with professionalism and respect, and appreciate that we're all human with circumstances that are sometimes beyond our control.
Kim in Wauwatosa
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