As far as the hair services I've received at J. Gordon, this place is the tops. Customer service-wise? They could use some help.I first came in as a Groupon customer and loved my stylist (Lauren) and general experience so much that I came back for a second visit. Per Lauren's recommendation, I bought some Kerastase shampoo and conditioner, which totaled almost $90. I tried it at home, and it did not work with my hair type. I brought it back in on my most recent visit (my third) in the hopes of making a return or exchange. I was told then (and not during the transaction, mind you, even though I had asked about potentially buying a trial size first before making such an expensive purchase) that I would not be able to return the product. Lauren, being not only an incredible stylist but also a rational and delightful person, questioned this flawed system and asked the receptionist to call the owner to see about making an exception. The receptionist was not happy about this. She mentioned that the salon would be losing money if I returned the product, and that she was "only the messenger" in this situation. The owner apparently told her that I could only exchange my conditioner, even though the first step, the shampooing, was also giving me issues. Lauren pushed for this receptionist to exchange my shampoo instead, and offered to call the owner on her behalf and explain why she chose to do that, but you could tell the receptionist was not pleased. Yes, I got to exchange my product. Yes, Lauren went above and beyond to make this happen. Yes, Lauren took the time to research the cut I wanted and did it to perfection. Yes, Nora, the shampoo-er, was a delight. But did I feel a little jipped by my experience? Yeah. Do I think I'll go back to J. Gordon? Maybe. Maybe not, though. I was made to feel like (and again, not by Lauren---give that woman a raise) I was causing trouble by asking to return a product recommended to me by the salon, back to the salon. Maybe they should think about making their return policies known before customers make a purchase. And maybe, just maybe, they should care whether or not their customer is losing money (in my case, $90) versus whether or not they are losing money.
7 years ago