Just like someone else mentioned, I too had my appointment "not in the system". After I had booked it online weeks ahead AND called a few days ahead. The front desk person was so rude, she didn't act like she cared at all, and told me "oh she had to leave, but we put your appointment with someone else." And "we didn't see you had a specific request for her" when I did, leaving a message for the specific stylist I requested.
Really disappointing, and I didn't mention the name of the stylist because I'm not sure whether she was involved in all this stupidity.
I've never left a negative review before, but this horrible lack of customer service certainly warranted one.