I've been a long time customer of Jon English Hairspa, and have been a regular customer for many years.
My regular stylist of about a year moved on to a new salon, but I decided to stick by Jon English and try a new stylist. The new stylist they gave me seemed a bit timid and new. I'm not even going to discuss the quality of the style she gave me, because within 5 minutes of meeting me (right after our consultation) this stylist managed to cut not one, but BOTH of my ears. And I don't mean a slight nick, I mean cut, blood coming down the side of my face. It took several WEEKS for my ears to heal properly.
She barely acknowledged this and barely apologized. I get that sometimes these things happen, but if you cut an ear, normal reaction is to be apologetic and then very careful. Not go on to the other side and proceed to cut that ear. I couldn't believe that this had happened. But what was worse was the salon's reaction, or lack thereof. No apology, no discount. No real acknowledgement from the staff. You've lost a long-time customer over a new stylist's careless mistakes and your lack of accountability.
The only reason this is two stars and not one star is because I still like your hair products and will continue to buy those.