Haircutters - Supercuts lack of customer service

Lack of Customer Service

Supercuts

From:

Date: Monday, July 03, 2000 02:03 PM

Sent To: Email User 7/3/00 2:03:56 PM

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I would like to file a formal complaint for the unprofessional behavior and rude service I received when attemtping to get my haircut at the SuperCuts store located at 20735 Stevens Creek Blvd. Ste. F, in Cupertino, California. This incident occured on June 13 when I arrived at this store approximately 8:10 pm. I knew that I would have to wait until I was called being that it was late and that there would be others waiting. Sure enough there were customers already waiting. I gave my name to the receptionist and waited for my name to be called. Around 8:30 pm a gentleman with his son walked into the store and also put his son's name in for a haircut. By 8:45 pm the receptionist started to vaccuum the waiting area which still had four customers waiting. She rudely pushed the vaccuum cleaner in front of us expecting us to lift our legs, no "excuse me" or anything. I don't know if this is standard practice but I would think that she would have waited until the waiting area was empty. Shortly after being submitted to a cloud of dust caused by the receptionist's vacuuming, she called out three names: the customer's name who was before me, my name, and the little boy's name. She expected us to pay now before getting the service being that she was closing her register. Again, I felt uncomfortable paying for service I have not yet received. I decided to go with the crowd and pay ahead and not make a fuss. We continued to wait when the receptionist called the little boy's name. I looked at the gentleman who arrived before me but he didn't say anything. That is when I asked the receptionist that it was my understanding that walkin customers are handled first come, first served. She looked at me and asked me what I wanted her to do. I said she needs to tell the haircutter that she made a mistake. The receptionist didn't appreciate my comment and replied that I should tell her. I responded by stating that it is her responsibility as the receptionist to make sure customers are called accordingly and that it was her job. She refused so I brought it to the haircutters attention. She said that the little boy was already sitting in the chair and that the next haircutter would soon be available. I told her that they made a mistake and that the gentlemen who has been waiting probably an hour by now should be next, followed by me, etc. She also refused to apologize to the father and the little boy and proceeded to cut his hair. I asked to speak with the manager in charge which according to the receptionist was the haircutter who was about to cut the little boy's hair. I asked for both their names. The receptionist refused to give me her name, all she said was tell management that it was the young girl with short brown hair. She gave me the manager's business card which shows Fariba Naji as the store manager. I'm not sure if this is the same manager or if this was a daytime manager. After waiting for about an hour, treated rudely, and leaving with no haircut, I realised that they had my check for services never rendered. I had to go back into this horrible environment and deal with these unprofessional people again. The receptionist saw me returning to the store when she rushed to the door and handed me by check. I have used Supercuts before but at a different location. The reasons I liked using their service is that I can count on courtesy service and a convenience that fits my schedule, however, after this incident I doubt I will ever return to any Supercuts stores. I have decided to take my business where customers are treated in a professional manner.

Armando Martinez

Comment On This

Supercuts is anything but super. I took my 4 boys ages 8,6,3, and 2. My wife and I wanted to try the place in Saugus Massachusetts instead of driving farther to Snip It's. We started with the 2 year old, I can send you a picture, it was horrible. It was as if you had cut it with a knife. The 3 year old's hair was also uneven but was much worse. When I asked the barber to fix the sides near his temple, she said that she could not do it. I understand that he was very active in the chair and crying but we did ask the host (that was more concerned about her nails than pay any attention to the customers) prior to the cut if her staff can do such young kids. She said "Oh Sure" but both haircuts were a disaster. Needless to say, I ended up fixing the 3 year old's hair at Snip It's and did not allow Supercuts to cut the remaining kid's hair. They also did not offer neither to fix the cut nor refund the $14.95 they charged each child, but had the nerve to ask for a tip!!!!!!!!!

In the end, It cost me $80.00 to cut 4 kids hair because I had made a poor decision to enter Supercuts. This happened on Saturday May,3 2008. I strongly advice against going to Supercuts unless you want you kids to be the poster child for jokes in school.