I am writing this out of total frustration and unprofessional behavior of Lakme Salon Parlour in indranagar, bangalore. I am regular customer and always go for a particular stylist in this branch. When I called for an appointment on 12th July for Hair Spa and Hair styling and asked for the stylist, the person on the phone told me that she will check the availability and call back. I told her that incase if the stylist is not available today, she can give an appointment for Sunday. After few mins she called up and gave me a slot, post that called 2 times & changed the appointment time . This was the 3rd slot given at 4pm, I was fine as long as I was serviced by my preferred stylist. I reached sharp at 4 and from the moment I reached, the owner told that my preferred stylist is busy and asked me to get the hairspa done with someone else. I refused and told that the only reason I came to get it done by the stylist I prefer. I was made to wait for 45mins and finally my hair wash was done(by my stylist) and when she started my hair cut, 2 times the owner came and told her in “nepali” to handover the hair spa treatment to someone else as there is one customer for hair straightening.
The stylist kept on saying the owner that she would complete my hair spa and take over the other customer. Being born and bought up in north- east I understand “nepali” quite well. When I asked the owner why I was given an appointment if the stylist was busy, her response was "I don’t know who gave the appointment”, this is the most annoying response I would expect from a branded salon like Lakme and not taking ownership of the messed up appointment system they follow. I also told her that I would not go for hair spa with anyone else if my preferred stylist is not doing it. She told me that either I can take an appointment for some other day or wait for some more hours for my hair spa to be done today. I am shocked to see that she had no value of my time, as I informed I already waited for 45 mins and now I have been asked to wait for some more hours! And she behaved like she is doing as a big favour to me. For god sake I am getting service for free! Also I realized that she was fine to let go of my hair spa service as straightening would fetch her more money. I told her that I spoke to the lady sitting in the reception which apparently is her daughter-in-law and she said she is sorry my stylist has to do the hair straightening for the customer was waiting. After that I spoke to the person whom I spoke for the appointment why she had booked my appointment when the stylist already had a hair straightening customer booked. Her response was "I tried my best to squeeze in you between appointment" and again the same behavior was portrayed as if she did a big favour to me. I am looking for favours from “Lakme”, I go to Lakme so that I get the best service.
Finally I walk out only with the hair cut and no hair Spa. I found the whole incident very insulting as I just went for a hair spa and haircut and not for hair straitening or any expensive service. Also I am a regular customer not a one timer. On top of it, I was shocked to see men walking around and doing some renovation work when the parlour is in function, where ladies were wearing in(lakme) tunic gown for pedicure and other services. it is very embarrassing and totally not acceptable from a brand like “Lakme” to be so casual about service and so low in respecting the privacy of the ladies. Thankfully I was not in any compromising dress this time. Being a working mother, going to a parlour is kind of time off and relaxation for me which unfortunately ended up in such a horrifying, disgusting, dis- satisfying experience for me.
I am totally frustrated and disappointment on how I was treated, the owner of the franchisee is very rude and had no value for my time. In spite taking a prior appointment, waiting for 45 mins I had to leave without the service which I wanted. I go to Lakme and expect to be treated professionally and with respect and not given a second class treatment on the basis of the billing amount of the service availed.