JC Penney Beauty Salon

Brittany was young and not unattractive, though her appearance was not enhanced by the bolt through her lip. She had almost no communication skills nor did she inspire confidence in her work by moving with certainty or seeming comfortable or experienced. She seemed less tentative than disinterested, however. It was difficult to establish a conversation with her. In particular, after disastrously chomping through my hair with the thinning shears, her efforts to “style” my hair were half hearted at best. The “curls” she put in with the curling iron were so anemic that they didn’t even overcome the native curl in my hair enough to leave a smooth outline. She used no setting lotion, only a little heat protectant. The result was awful and the kindest thing I could say, when asked, was, “Well, I never like how other people style my hair.” At least that part was temporary! I spent several days assessing the damage and trying to work with what she had left in her wake before I called to speak to the salon manager - only to discover that there was none. Instead I was put through to the store manager. She assured me that everyone there cuts hair with thinning shears if “shaping” is requested and invited me back to see a different stylist. I declined. Instead I was given a partial refund. My refund did not include the sizable tip I gave Brittany because it was "considered an expression of pleasure at the service given”. This requires that two further issues be discussed: 1) The tip was larger than I intended to give. This is my own fault, but it occurred largely because I was never handed my credit card receipt and given the opportunity to figure and add the tip as is customary. Instead, I was asked to do so verbally across the high counter and a register which displayed no visible total: I had to do all the arithmetic in my head with no numbers to consult. This was complicated by the fact that I had also bought some product. Issue 2) I purchased the product (Redken “Anti Snap”) because it was said to be "30% off” (2/$13.99 when it is often $12.99 each), but I noticed that the bottles were at least 15% less full than the bottles usually are! (See photo) I searched the entire inventory and chose the fullest, but they still contained less than what is generally sold. Interestingly, they made no effort to tell me that they had received them that way. I still got the product for less than full price, it was my decision, and I am satisfied with it, but it was clear that somewhere along the line, product had been siphoned off. I do resent the underhandedness of it all and consider it another example of the poor quality and ethics of this establishment. Perhaps I had the misfortune to run into a poorly trained and inexperienced operator who simply had no idea what she was doing. The end result certainly supports that conclusion. However, my phone call to the establishment leads to a more alarming conclusion: that JC Penney supports this kind of performance, only grudgingly refunds what they must in the face of poor results, does not demand the employee participate in seeing that the customer is satisfied, and further, is very likely selling products from which they are removing some of the volume. It certainly would appear that way. In any case this experience has served to assure that I will never enter this, or any other, JC Penney again, for anything whatsoever. It is the only unpleasant customer experience I have had anywhere in Montana!