On Saturday July 14 I went to the Fantastic Sam’s in Brunswick, NY for my first time. The girl that cut my hair was extremely nice, however, very inexperienced. During my haircut, I complained several times about how uneven my hair looked, as well as the fact that my hair was barely wet while she was attempting to cut it. It was the worst cut I have ever had. I complained 3 times and the girl never offered to have a manager or more experienced stylist come over to help her, but I was still charged $17 at checkout. I paid the $17 and tipped her a few bucks mainly because it was an uncomfortable situation that I had already complained and it was not rectified, as well as the fact that there were numerous employees sitting around and I didn’t want to embarrass her or myself by making it a big issue. (I also thought that she was very nice, she just didn’t know what she was doing) After leaving, I went directly to another salon and had it fixed, not disclosing who had just given me the bad haircut even though I was asked several times. I saved the receipt from both of my haircuts and called Fantastic Sam’s several times trying to get refunded for the $17 as a matter of principal. I was directed to the store manager, Sabrina, who basically told me that I was at fault because I should have asked for the manager myself, or that I could have come back the next day (because they were closing) to have it corrected. I told her that I needed to have it fixed immediately and I didn’t have time to wait, and I COMPLAINED SEVERAL TIMES!!! She informed me that “when this happens, we give you a credit for another haircut.” At this point, I didn’t want to deal with the incompetent staff at Fantastic Sam’s any longer, so I told her that I just wanted my money back. She wouldn’t do it, but was nice enough to give me the corporate number. I called corporate immediately after we got off the phone and spoke to Pat. She told me that she would pass the message on to Bob, regional manager, and see what he could do, but ultimately the decision is up to the store manager of that branch. I am just speechless! The lack of customer service at the employee level as well as the corporate level is completely unbelievable! Pat couldn’t even guarantee that Bob or the store manager would even call me back, although she ultimately did call me back herself letting me know that she personally relayed the message to Bob. Still haven’t heard anything. DON’T GO TO FANTASTIC SAM’S! Horrible customer service, and very INEXPERIENCED MANAGEMENT AND STAFF!!!
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