Great Clips
Reviews and Complaints

As a senior citizen, I had the absolute worst customer experience in my life today at the Great Clips in the Tollgate Marketplace, Bel Air MD 21014. I am still in shock at the way I was treated at this business. The management of this business is unprofessional, rude, and has no customer service skills or ability to communicate with the public, especially a Senior Citizen like me .

I have been going to this Great Clips for over five years and have always been treated well by the staff. I have been in many times over the past year with the COVID19 restrictions. Several times I have used the app to check in, but it didn't make any difference as they salon was never full. If I walked in, the staff was courteous and gave me a reasonable wait time (10-15 minutes) and offered to text me when I should come back. I was never told that people that checked in with the app had priority over me when I walked in.

I tried using the app today at abut 12:00, but it was not working. I had about an hour between 12:45 and 1:45 to get a haircut, so I called the business. I can't refer to it as a "Salon", because that definition means a professional establishment, something this place is not. The person answering the phone told me that they could not do anything for me over the phone, I had to use the app to make an appointment. When I told them the app was not working, they said they could just suggest I reload it. I was driving between appointments and could not stop to play with my phone. I told them I would be in a 1:00 pm, and I knew the stylist I would like to cut my hair would be working then. They told me that unless I checked in with the app, they could not guarantee me that the stylist I wanted could cut my hair. They then hung up on me.

I went in at 1:00 pm., and a stylist came over and asked me my name and was looking at the computer. I told her I did not check in with the app. She told me that they only took appointments and I had to check in with the app. I have a hearing issue, and sometimes I talk loudly because I can't hear my volume and it also encourages others to speak so I can hear. I told the stylist that I felt that was very discriminatory, because I couldn't get a haircut because I didn't use the app? I asked her who was in charge at Great Clips so I could elevate my complaint. She said it was the law that anyone coming in had to have an appointment. She said to talk to the person in charge. I asked who that was, and she didn't know, she just said - you know the guy who is the Governor or whatever. I told her I didn't think that Governor Hogan had control over the Great Clip app and I was just saying it was discriminatory telling me that unless I owned a smart phone and used the Great Clip App that I could not get a hair cut there. I asked her if she could please get the manager and provide me the name of the corporate contacts so I could elevate my frustration.

I waited for over five minutes for the manager to come up. The manager told me that I could get an appointment, but I would have to wait at least 45 minutes to an hour as they were taking the scheduled app appointments first. I have to state that when I went in to the Salon, two stylists had customers and one person was waiting. I again told the manager that I felt this was discriminatory against me for not using the app for the appointment. I understood I would need to wait, but I thought the time was excessive. I asked the manager who her boss was. I told her that I recognized her voice as the person on the phone I spoke with at noon and that had hung up on me.

She then told me that she was the boss and there was no one else above her. That if I didn't like her answer than I didn't belong in that salon and I needed to go somewhere else to get my hair cut. I was not welcome in her business. She said if I wanted to complain to go on the web and look up the information, but that she was throwing me out. I asked her name and she would only tell me it was Stephanie, that I didn't need to know her last name.

I told her that the person that I wanted to cut my hair was in, and that I had been going there for years. She told me that if I been going there, then I should know how they operate and that I had no business upsetting her staff by yelling. She wouldn't let me explain my hearing issues. She was yelling at me and telling me to leave. I told her to call the police.

I sat and waited for almost 45 minutes, during which time she remained outside of the business. I also called the police to make sure that I would be protected. During this time, one stylist had one customer and one stylist sat with no one.

I am a working professional, and had other obligations that day and after waiting 45 minutes for the police I left. As I was leaving, the police pulled up and I stopped to talk with them. I was very cooperative and told them what had happened and my concern about others that did not have access to technology and would be treated like I was. We have wonderful law enforcement and they apologetically explained the manager's rights and that she had insisted on them presenting me with a Banning Letter to that business.

While I'm sure it must have made her feel good to have a Banning Letter from her business, it was a total waste of time because I will never go in there again, nor will any of my family or friends. Having a Banning Letter is a badge of honor for me at my age, something I've never had before!

Is this the type of management training you give to your franchises? I have never been threatened or banned because I raised a concern to a business. My complaint is very real and should be addressed by your company. Just because someone doesn't use your app or a smart phone, they should never be told they can't get an appointment at your franchises. Taking priority of those that do use the app over those that walk in to wait is also discriminatory. Why would I have to wait 45 minutes to an hour to get a hair cut when there was dead time while I was there? Why was my inability to hear and that I speak loudly a cause for this individual to yell at me or refuse my business?

As someone that has taught customer training and been in customer business relations for a career, the manager at this business needs to be removed. I have never seen anyone in a position of management act or talk to a customer the way she talked to me. She did not care to listen to my concerns about the app or even explain how she could justify telling me I would have to wait 45 minutes to an hour when there was no one waiting and a stylist with an empty chair. She was more interested in yelling at me and demanding that I leave because I questioned her about her policies and practices. At no time did she apologize or offer any alternative for me, other than to throw me out.

I look forward to hearing from someone in your corporate office to further discuss this issue and to hear about what measures Great Clips does to manage this type of severe breach of customer satisfaction and relations.

Three years ago this happened. I had been going to this gc's for a long time but on this occasion the hair cut was my worst ever. I complained and it was put on their computer that I was a troublemaker and to watch out for me. For 3 years I had been going to other gc's in the area. A couple weeks ago I finally went back to give them another try. To my surprise that "message" was still on their pc... And this army veteran (06/68-06/70) could not believe it! I turned and went to another gc's in the area. But I thought "this is not the way to treat an army veteran!" I called gc's headquarters and complained. They called the gc's at: 7212 w. 191st tinley park, illinois [protected] and that gc's called the police and the police called me.
Not the way to treat an army vet!

I got a haircut at Singing Hills Great clips in Sioux City Iowa on 1/5/21 and it was the worst haircut of my life. Chandra was my barber and it was like she was speeding or something. She was done in less than 5 minutes and there wasn't even anyone behind me. She was actually pulling my hair out as she was using clippers. She couldn't get done fast enough. She got all kinds of hair down my shirt and I had to go right home and take a shower. I will never go back there ever again.

On [protected] I have made an online appointment for a haircut at Great Clips located at 8194 W Deer Valley Rd. in Peoria, AZ 5383.
I am a healthcare worker, got off my shift, just needed a haircut. I was given a questionnaire and in all honesty I answered yes to one of the questions ("where you in contact to a Covid + person? ")
The hairdresser told me that they cannot help me and refused service.

Very disappointed, in Great Clips. If anyone is more careful about precautions are the healthcare workers, and being exposed is more likely to be by anyone else than by a healthcare worker.
I hope this issue is being address, mid time I am telling everyone about my bad experience with Great Clips.

On a different note, that location needs adjustment to say the least, the attitude of the workers lacking any customer service, and the place needs a good cleaning

respectfully,
Daniela

The stylist in York County VA on Route 17 had her second haircut today and unfortunately I was the unlucky customer. She needs to go back to school and I have to wait for my hair to grow out enough to get a good hair cut. So sorry I went there today. My first visit was awesome, this one will be my second and my last. I even tipped the girl and wasn't given the chance to see the back of my hair with a mirror and now I know why. And coming home and looking in the mirror even the front is uneven and no wonder I wasn't given the chance to look at my hair sitting in her chair with my glasses on as I was asked to take them off before she started cutting. At least she should have offered my a mirror to check out my hair. No kidding she needs to practice on non paying customers or wigs cause she can't cut hair yet at least not professionally

10/15/2020
I checked in on line to great clip at 3015 SW Pine Island Rd. Ste 107 Cape Coral, Before I sat down I needed to use the rest room, I was told it wasn't open to the public that I could walk on down to the Publix Grocery store and use theirs, needless to say I didn't make a hair appointment at Publix Grocery store, I made it with you, I was then told they didn't make the policy!
I feel if you dont want me to use your facilities then I don't want you touching my hair and until you change your policies I will go somewhere else.
So explain to me why your rest room is closed to your customer while other business are not.

What a rude place to do business with. Walked in with a coupon that had the incorrect address. Was told there was an hour wait. And that they close in one hour. Store was empty. Never go to this place. It was like I was bothering them.