Review Edit:
All one can ask of a business, big or small, is that when an error occurs, they take full responsibility for the problem and make honest efforts to rectify the situation. Todd did exactly that. After my original posting, Todd contacted me personally and apologized for the poor experience I had with scheduling and cancellation. He made abundantly clear that this is not how he runs his business, and the miscommunication through the front desk staff has been clarified. He invited me in for a haircut performed by him personally, completed today much to my satisfaction. He is a genuinely kind person and it is clear that he takes great pride in his salon. I chose to believe that my original experience was an outlier, and I would certainly consider returning for another haircut in the future.
Original Post:
I had an appointment booked days in advance with one of their stylists and planned my weekend around the appointment time. Just half an hour before they appointment, they called to inform me that the stylist I booked was running behind that morning, and asked if I wanted to book with another stylist. I at least had the sense to ask if the price would be the same, and they informed me that it would be more expensive to switch to a different stylist. So then I asked how far back my original appointment would be pushed if I stayed with the original stylist, and the woman informed me "well she's booked up for the rest of the day". In essence, they cancelled my appointment last minute in order to accommodate for the rest of the customers that day because the stylist was running behind, UNLESS I wanted to pay more for my haircut at a different time. Absolutely absurd from a customer service perspective.
This would have been my first visit and they would have potentially established a repeat customer. After this experience, I will never consider having my hair cut here. If that's how they treat customers before they arrive, I don't want to know what it's like after you've arrived.