Poor customer service and discriminatory practices in Manassas, VA
Complaint
George M
Country: United States
Below is a transcript of the letter that I wrote to Great Clips customer service and filed as a complaint with the Better Business Bureau..
Dear Great Clips Customer Service:
After being a Great Clips customer for more than 3 years, I am writing to inform you of arbitrary, capricious, and discriminatory practices at your Great Clips location at the Signal Hill shopping center in Manassas, VA. Here is a summary of the events that took place this morning.
1. At approximately 11:55 A.M., I went to your Great Clips online website to check-in for a routine haircut. When I made the confirmation, I saw that there was no wait (0 minutes) at this location.
2. Upon my arrival at approximately 12:03 P.M., I arrived at your Signal Hill Shopping center location right behind a woman and her daughter. I noticed upon arriving that my name was listed at #2 and that there were no Great Clips employees at the front desk or cutting hair. Rather, I saw one woman who was in the process of getting a perm and three woman (two African-American women and I Middle-Eastern woman) sitting in the break room in the back of your location.
3. After approximately 5 minutes, one of the African-American woman came to greet the woman and her daughter. Although the woman and her daughter were a "walk-in" customer and did not have an appointment, they were served before I was.
4. The other two Great Clips employees (one African-American woman and one Middle Eastern woman) continued to sit in the back for another 15 minutes. When they saw that another customer had arrived, the Middle Eastern woman finally came to the front desk.
5. The Middle Eastern woman asked for my name and the customer who had just walked in (who was also Middle Eastern). Since the other customer was #1 on the list and I was #2 on the list, the Middle Eastern employee served the other (Middle Eastern) customer first even though I had patiently been waiting for 15 minutes. Your employee then told me that I would need to wait an additional 15 minutes to get a haircut.
I am profoundly disappointed in Great Clips, as I used to respect your company. Unfortunately, the above events exemplify discriminatory practices that take place at one of your locations. While I am not sure if these practices take place at other locations, this type of behavior is simply unacceptable. As a result, I have decided to contact the Better Business Bureau (BBB) to file a formal complaint against Great Clips and publish my experience across multiple social media outlets. I hope that your company will learn from this experience and resolve these unacceptable practices.
Sincerely,
George
Dear Great Clips Customer Service:
After being a Great Clips customer for more than 3 years, I am writing to inform you of arbitrary, capricious, and discriminatory practices at your Great Clips location at the Signal Hill shopping center in Manassas, VA. Here is a summary of the events that took place this morning.
1. At approximately 11:55 A.M., I went to your Great Clips online website to check-in for a routine haircut. When I made the confirmation, I saw that there was no wait (0 minutes) at this location.
2. Upon my arrival at approximately 12:03 P.M., I arrived at your Signal Hill Shopping center location right behind a woman and her daughter. I noticed upon arriving that my name was listed at #2 and that there were no Great Clips employees at the front desk or cutting hair. Rather, I saw one woman who was in the process of getting a perm and three woman (two African-American women and I Middle-Eastern woman) sitting in the break room in the back of your location.
3. After approximately 5 minutes, one of the African-American woman came to greet the woman and her daughter. Although the woman and her daughter were a "walk-in" customer and did not have an appointment, they were served before I was.
4. The other two Great Clips employees (one African-American woman and one Middle Eastern woman) continued to sit in the back for another 15 minutes. When they saw that another customer had arrived, the Middle Eastern woman finally came to the front desk.
5. The Middle Eastern woman asked for my name and the customer who had just walked in (who was also Middle Eastern). Since the other customer was #1 on the list and I was #2 on the list, the Middle Eastern employee served the other (Middle Eastern) customer first even though I had patiently been waiting for 15 minutes. Your employee then told me that I would need to wait an additional 15 minutes to get a haircut.
I am profoundly disappointed in Great Clips, as I used to respect your company. Unfortunately, the above events exemplify discriminatory practices that take place at one of your locations. While I am not sure if these practices take place at other locations, this type of behavior is simply unacceptable. As a result, I have decided to contact the Better Business Bureau (BBB) to file a formal complaint against Great Clips and publish my experience across multiple social media outlets. I hope that your company will learn from this experience and resolve these unacceptable practices.
Sincerely,
George
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