Cookie Cutters-Scottsdale 101, AZ (2892 reviews)

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Horrible service and good haircuts. From check-in the service was the worst I have ever had at a hair place. Staff was argumentive and rude. The hair cuts were cute. Poor service details. I had two 1 PM apt and was 3 minutes late (my three-year-old had a meltdown in the parking lot). One of my appointment was moved. My daughter was already in the chair and in a caped by 1:05. When I asked why my sons appointment had been moved I was told it was because I was over five minutes late. I showed the front desk person my phone that it was just 1:05 and they had started on my daughter’s hair. I said how could I be five muites late when it is just five minutes past my appointment time now. She said I am not going to argue with you. You were five minutes late and your appointment was moved. My hairstyles said the front desk person had been there for two years and is getting yelled at often. I would recommend ownership send her to customer service training on how to desolate situations. This is the first time I have been in an argument over a two minute Differances. I was late and my appointment was moved. That is on me and I can accept that being argued with over incorrect information is not acceptable.

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Lady who did my 2 year old son’s hair was not accommodating. She asked me what I want for his haircut and when I told her, she seemed confused and looks like she was on a rush when I’m trying to explain. She looked like she didn’t want to cut his hair because she didn’t wanna deal with my son’s crying. This is only our second time having his haircut so he’s still not used to it hence why he was crying. When I told the lady to shorten the back, she looked at me like I’m stupid and told me she haven’t gotten the back yet with an annoyed tone. Overall, I’m not pleased with the service. The haircut doesn’t look like a professional cut either. The first time we went here, different lady but the same attitude. We will not come back.

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The stylist ruined my daughter’s hair cut! I needed such a simple cut on her and he left the hair so uneven on the back that it looks so bad now! He rushed through the haircut and made an excuse when i raised my concern on the uneven cut. Its so bad that i cannot even fix it and may take months before i can get her hair cut done properly. Never coming back again. So disappointed!

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We had taken our two and a half year old to Cookie Cutters three previous times, all which have been decent experiences. I think the staff is all very polite and friendly and the haircuts were done fine. We attempted to take our little guy in yesterday and knew it would prove to be a bit more challenging as he is entering a very strong willed season of life. He was, as to be somewhat expected, extremely difficult upon arrival and had no interest in getting into any of the chairs provided. The stylists were nice about his lack of cooperation, but I could tell were on a tight schedule and seemed a bit annoyed after 5 minutes of trying to position him to start the cut. I could tell we were delaying things and I did not want to be a disturbance so I told the stylists that we can forgo this haircut, as I did not want to put anyone in a tough position with a noncooperative toddler and a pair of scissors. After doing so, they walked back to the register and I then was notified it would be $27 for a full hair cut, although they had not touched his hair, or attempted to. On top of what was already an emotionally charged and challenging situation for both myself and my toddler, there was, from my perspective, a lack of empathy or compassion for the circumstances. No one seemed to be overly accommodating and the priority was definitely to stay on track/schedule and collect their money. I understand business and completely respect the fact that they cannot accommodate every unruly toddler and need to stay on schedule for the sake of others, but I left near tears after the experience. I felt like my little guy and I were more of an annoyance and they didn't have any true empathy for or care about the experience that either of us left with. I do understand that so many places of employment are under staffed and overworked and all our patience is running thin. However, should you choose to work at a place of employment that is specifically catered towards children, I would hope and expect patience and understanding to be at a higher level. The haircut prior to this one, they were able to cut just his bangs and charged us for just that. I was surprised that they were not able to accommodate at all, but insisted on charging the full haircut price (no discount) when they did not even touch his hair. Needless to say, I do not foresee my toddler or my other son returning. There are many other options in the area that I feel would be worth exploring. They are welcome to keep our money (not looking for a refund on the $27), but it is more the principle of the experience, which has prompted me to reach out. I rarely share experiences online, positive or negative, but this one left me extremely disappointed and somewhat upset so I did think it was worthy of expressing that. I'm not sure if that is common policy to charge full price if the child is not able to accommodate the haircut, and if it is, I would encourage you to revisit and see if there are any discounts that could be applied or put towards a future cut, to make all involved feel a bit better. Further, I hope this can serve as a reminder that this experience for many parents and children can be a bit emotional, and empathy and compassion are necessities.

Comment

Horrible service and good haircuts. From check-in the service was the worst I have ever had at a hair place. Staff was argumentive and rude. The hair cuts were cute. Poor service details. I had two 1 PM apt and was 3 minutes late (my three-year-old had a meltdown in the parking lot). One of my appointment was moved. My daughter was already in the chair and in a caped by 1:05. When I asked why my sons appointment had been moved I was told it was because I was over five minutes late. I showed the front desk person my phone that it was just 1:05 and they had started on my daughter’s hair. I said how could I be five muites late when it is just five minutes past my appointment time now. She said I am not going to argue with you. You were five minutes late and your appointment was moved. My hairstyles said the front desk person had been there for two years and is getting yelled at often. I would recommend ownership send her to customer service training on how to desolate situations. This is the first time I have been in an argument over a two minute Differances. I was late and my appointment was moved. That is on me and I can accept that being argued with over incorrect information is not acceptable.

Comment

When I initially booked the appointment for my 1 year old I booked him for a bang trim. When we got to the Scottsdale location I had Carly as my hair stylist. She asked me what I wanted and I told her I wanted his bangs trimmed. She took one small piece of his bangs and cut maybe an inch off straight and said, she was done and that’s a bang trim. I told her I could have done that myself at home and he probably needs more of a haircut Vs a bang trim. I asked for her advice and she very rudely said I don’t know what you want but you booked a bang trim and I don’t have time to give him a haircut. Keep in mind she spent less than 2 minutes with us. I got out of her chair with my son and another hair stylist Lina who had just finished cutting my daughters hair (she did a great job) asked me if everything was okay because she could hear how Carly was talking to me. I told her no, I am not happy with the level of service and how I was treated. Lina jumped in and said she would be happy to cut his hair for me and took him right away. She did a wonderful job making great recommendations on how to cut his hair. Carly then came over and said in a very rude way, I don’t know why you walked away from my chair (this was after Lina was cutting his hair) I told her, you said you couldn’t help me and you clearly didn’t want to help me) she stormed off and I was shocked at how she continued to treat me and my family. Lina seemed very uncomfortable as well with the situation. There might be a bigger problem with Carly in that salon in general. Lina ended up providing amazing service and I was really happy with how she cut my sons hair. If it wasn’t for her, I would have left upset and would have never considered coming back or recommending anyone to being there kids. I will recommend Lina to anyone. She was amazing.