Hair Lucky Beauty Supply
3851 Montgomery Rd, Cincinnati, OH 45212
Price Range : Average
Bike Parking: No
By Appointment Only: No
I had been a faithful patron of this establishment for a couple years. I have probably spent over $2000 at Hair Lucky in hair and products. I put up with their dirty store (trash pails catching water from a leaky roof, nasty carpet, etc), their rude associates, and their inability to communicate on simple product matters. I did this because it was local, because they usually had my products in stock, and because they were fairly priced - though not consistently priced. I “knew” the ladies that worked there, and I felt my patronage was appreciated. That was until today. I bought a wig (the same wig I've been buying for years) and I saw that the bangs were very thin, it was as if the manufacturer did not put enough hair at the crown. It was very noticeable so I took it back to Hair Lucky thinking they could do a simple swap since it was for the same wig.
I asked the daughter of the owner, who works the cash register, if I could exchange the wig (after explaining the issue), and she laughed a little. I didn't think anything of it until she started speaking to her mother (the co-owner) in their native tongue. I was outraged. I didn't know why they couldn't just speak in English - this was a customer satisfaction issue and I was right there in front of them. The mother proceeded to tell me that I could not exchange the wig because of store policy. And I get that. I totally understand that you don't want people to wear hair/a wig out for a night then bring it back in for another style, or even worse, ask for a refund. But this was a defect from the manufacturer and on top of that, I had never asked them to bend the policy before; I've never asked them to go out of their way for anything. I was in shock that they would not just swap out one wig (the exact color and style) to ensure/reward my loyalty as a customer. The mother outright said no. So I told her that I would not come back if they couldn't exchange it. Obviously, they can't stand behind their products nor do they value my patronage if they can't swap out a single $23 wig.
Then the daughter begins to speak to her mother again (not in English) and I hear the word threaten. And I interrupted her and said I'm not threatening you, I'm just telling you that I have to be able to get a good product. And the daughter begins to argue with me (loudly) over how I should leave and they don't have to put up with threats. I couldn't believe it. The mother storms off to back, yelling the entire way about how I should leave, "no threats, no threats." I tried to calm the daughter down and explain that I only come in for one product so it doesn’t' make sense for me to come back if they can't stand behind the quality. It's simple business. I went on to ask if they even valued me as a customer - I reminded her that I have been shopping at this store for years. She didn't care. She told me to write the manufacturer (yeah, right... like I would get a response. And why can’t she do that?). We began to go back and forth about I felt they didn't value my patronage and how she wanted me to leave because I threatened her. At the end of the conversation, I told her she should invest in a marketing class and learn that losing one customer really loses you 7-8. She lashed out, "this isn't about marketing and this will be the last time we see you!" I threw up my hands and left. I pray no one gets lulled into being content with this store out of mere convenience only to have a water-stained rug pulled out from underneath them. BUYER BEWARE!
I went into this store to buy both me and my mother human braid hair for a set of micro's that I was treating us both too. Not only did I get followed down every isle, as I looked for shampoo and conditioner for us, but when I went to pay for my Items I was told that I did not look like my I.D. photo on my drivers licence and that they would not except my credit card. I offered my work I.D. as it also has a picture of me and the cashier/owner and wife became very upset and told me that they could not accept any other I.D. I felt anger and ashamed at there lack of trust for a customer. I would never recommend anyone to take there hard earned money to this place of business.