To be fair I was "squeezed" in at Rolland's when I found out the day before my wedding the original stylist I had booked was unable to make it. A friend familiar with my dilemna found Rolland's while shopping in Sea Side. She popped in and talked to a stylist who agreed to see me. I went straight to the salon and she booked me an appointment. I was told to arrive with my hair washed and blown completely dry 6 hours before my wedding. I had envisioned and requested a blow out but as a "squeeze in" I didn't feel comfortable questioning it. Also I was assured the style would last all day.
So my brother and sister in law took me to my appointment. About 15 minutes and $165.00 later I walked out with a loose matronly bun and tendrils. Again to be fair I didn't complain at the time. I was a bit shell shocked and felt a somewhat intimidated. After all I should just be greatful for any service and it was clear I had already made my stylist late for next bride. My sister in law saw my face and told me not to worry we would work with it.

On the way back to the house where we held the ceremony, I noticed the bun felt loose and my hair in general, for lack of a better word, woolly. By the time my makeup lady was done several hours later the tendrils were straight (which was a blessing as I hate tendrils) the bun was not only falling but felt like a scouring brush. So my friends literally held me up in a shower with a hose (my makeup was done professionally and I didn't have time to redo both) and washed my hair. I blew it dry and my sister-in-law put it up beautifully. I was 15 minutes late for my grand entrance but felt pretty and fresh rather than matronly and woolly.

The Monday after the wedding my husband called Rolland's and politely explained what had happened to a manager. He was assured the owner would call back in 20 minutes. After about 3 hours of no call back my husband called again. This time he spoke with Rolland who told him essentially I should be greatful. After all they had "saved my day." Brides contract with them a whole year in advance to get an appoinment and my stylist works with celebrities. Even though we had not asked for a refund Rolland then stated there would not be one and hung up. My husband called the salon immediately back. Rolland allowed the call to roll into voicemail. Again my husband left a message asking Rolland to call back and of course his request was ignored.

Bottom line is I am sure my stylist is very good and I know she felt sorry for me but she did not have the proper time to do the job right. As a professional I believe she should have known this and sent me off to find someone else. Certainly the fact I paid the same as all the other brides who were given full service is a bit disconcerting, however we contacted the salon mainly to say we understood their intentions were good but in the future they may want to decline services when the bride is a "rush job." As far as "saving my day" well, if I had not redone my hair the day would have been ruined. A life time of pictures with woolly hair and a deflated bun isn't what a bride wants in her photo album.

Unfortunately instead of listening to his customer and learning from the experience Rolland chose a different path. His lack of professionalism was astounding. Hanging up on a customer who was politely expressing a concern is unacceptable behavior. Some acknowledgment and a partial refund would have restored the salon's credibilty in our minds. Mistakes happen as we are all human. How you handle them is what counts.