First Choice

(416) 766-7222
1730 Bloor St W, Toronto, ON M6P 1B3, Canada, Ontario, Toronto
https://www.signaturestyle.com/locations/on/toronto/first-choice-haircutters-5678.html

Incredibly Rude - Will never go back

Just wanted to provide feedback on one of the most awkward and slightly humiliating experiences I have ever had (haircut or otherwise), and to say that will be the last time I ever get my haircut at First Choice.

Yesterday (Nov 11) having had a perfectly straightforward haircut at the same place (Bloor & Keele) I've been to every couple of months for the last 2 years, I went to the counter to pay.

Everything was fine – I was asked to insert my card, add a tip (which I did of around 22%) and then asked to remove my card by the machine, as the transaction was showing as approved.

My hairdresser, during this time (someone who has probably cut my hair on at least 2 other occasions), was sweeping up excess hair, and didn’t return to the machine until about 40 seconds after I had ‘paid’, which was a little awkward in itself. Having finally completed her sweeping task, she comes over and starts tapping a few buttons on her end, before telling me that the system has frozen.

I was more than happy to hang around for a minute or so while she restarted their system, as I wanted to ensure I had paid. Around 4-5 mins has passed, and during this time my Bank App sent me a real time phone notification that I had in fact just paid a bill at First Choice (including the tip amount). I thought this would satisfy them and I had been there a while now and needed to leave - it took quite a lot longer than I expected to restart their register.

It was at this point I was told by another barber in quite a condescending tone (the real reason for my complaint) that I needed to “pay again” as their system was saying I had not paid. I pointed out 2 things: Firstly the card machine was still frozen on the ‘approved screen’, so the likelihood is that the main system was still rebooting too, and that it clearly shows on my bank app I had a completed bank transaction for the amount to First Choice (I again showed the physical proof to both the lady who cut my hair and other guy)

His choice was to ignore this, and that it “meant nothing” and “you need to pay again”. The other solution was to “if you have a problem, call head office”, which he knew was closed on Sunday. Also to just “just pay again, come in again tomorrow and get a refund”.

I was almost going to be the better person and just pay again, but his patronising and arrogant tone during this exchange was so incredibly rude, I just couldn’t. He clearly couldn’t give a ###, so at this point why should I?

My original hairdresser then came over to the frozen card machine mumbling to the guy hairdresser that she would have to pay for this herself, despite me showing her AGAIN I had already paid. She then laughably got her purse out and tried to insert it into the machine as if to try and pay (the machine was still frozen on my previously approved transaction at this point). All the while I was stood next to her, ignoring me as I spoke. She then walked back to the back of the store without acknowledging me again.

I offered to (and actually did) leave my contact details as a compromise, saying that I understand technology can be frustrating, and if the bank refunds me in the next 24hrs I will happily come back to resolve the situation.

But the most incredible part of this whole episode, and the reason I eventually left (and will never go back) was when I foolishly tried to get a resolution by continuing to ask if they were satisfied I had paid. All three of them COMPLETELY IGNORED ME as if I wasn’t even there despite my directing questions to the individuals specifically. I even asked before I left to confirm that they were in fact deliberately just blanking me for some reason – no response.

I know you guys are franchised and I’m not expecting anything to come from this. I don’t event want a refund, as I was more than happy with the actual service.

Not really relevant, but I have worked in customer service for many years and if my manger witnessed me speaking to a returning customer like that I would have had probably been fired on the spot.

I’m probably just hoping this message gets to the franchise owner and that they look into their attitudes to their customers. They lost one yesterday, and with what I experienced yesterday I expect that I wouldn’t be the only one….