3 Customer Reviews
Review from Mrs. M
1 star10/28/2023
I made my appointment with ******, at the Dublin location, for a $140 partial highlight, 6 weeks in advance, as is often necessary with popular staff, who only work part time. However, I came down with Covid and was too out of it, with a fever, on the day of my appointment to remember to call and cancel. I called first thing the next morning, and apologized profusely, and rebooked for a $170 full highlight. However, I was informed that I was billed $140 to my checking account debit card that they captured and saved one time at checkout (instead of the Mastercard I had put on file). Plus, I had to pay $170 for the new service, for a total of $310. I requested a refund of the $140 charged for the missed appointment, or at the very least, a store credit to be used on my next appointment. I requested for the manager to call me, but she never did. I ended up calling another store, speaking with that manager, who was able to contact the Dublin manager, and advised me that they checked with ******, and she said no to both my requests for a refund or a store credit. Be forewarned, if you miss an appointment, you will be charged for it.Review from Mary S
1 star03/07/2023
Their customer service is my complaint. When I called their appointment booking line, I spoke with a young woman that assured me she was booking me and my daughter for hair and facials to do a spa day. The young woman assured me she had us both down. I called because on their app you can’t book yourself and someone else, so I called to make sure she understood. My daughter is home from spring break this week and we planned this special spa day, and I had no appointments. The staff - They just don’t care. I also asked if The lady doing my hair was good because she’s at a lower level of stylist according to their system- the operator said “she’s ok.” Penzone’s used to be the number one salon on central ohio, wow- have they gone down hill! Not worth the frustration*
Charles Penzone Salons, Inc. Response
03/13/2023
Hi ****, We’re so sorry to hear that your recent appointment with your daughter did not meet expectations. We pride ourselves on our guest service + would appreciate the opportunity to make this right. Our Senior Salon Director has reached out and left a voicemail with her direct number, please feel free to give her a call back at your earliest convenience. We’re looking forward to hearing from you soon + appreciate you following up with us.Review from Amanda R
1 star02/12/2022
I found an appointment opening for a Saturday morning online for hair cut, highlight and color. I considered booking as it was for 845am, not knowing if the stylist would be there. I called to confirm that it was ok to come in, and said that I maybe a few minutes late as driving from 30 minutes away. The receptionist gave a 15 min late reminder and said it was ok. Meaning 9am arrival. I rushed and scrambled to get to German Village location (downtown) parked and ran in, 1 min later than confirming 9:01a and she had already given my appointment away. This was very disappointing, I realize the 15 min late was their policy, but come on, 16 minutes, with no ***** or apology. I won't be booking at Penzone and would not recommend.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.