Cookie Cutters-West Chester, OH (4935 reviews)

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This was our son’s first haircut and we were very excited for this experience. The only reason we booked with you vs a different place was because, according to your website, your stylists were trained with children and children with special needs. When we arrived it wasn’t a overall welcoming experience, it wasn’t negative but it wasn’t positive either. We checked in and shortly after the stylist called us. She told us we’re to go, my wife stated that this was our son’s first haircut and we were very excited. We didn’t know what type of cut (he has long hair) so we decided just to cut a bit off and leave the length. This was a new experience for him and we did not see the stylist accommodate him or make him feel comfortable. She started untangling his hair while it was dry and pulled his hair several times which made him cry and agitated (again this was his first experience). My wife calmed him down and then the stylist wet his hair and continued brushing his hair (but because he had already felt the hair pulling he continued not being cooperative). She did the cut but again, at no point was she empathetic to the situation. She complimented his hair but that was it. We asked for his hair and she did put it in a bag for us to take. Once she finished the cut, we paid and left. Again, no “how was his first experience” or even “could we book his next appointment”. She gave us a certificate and that was it. I left the stylist a good tip. She did her job, it just wasn’t the experience that we expected. The whole thing felt very transactional. Our expectations were a bit high based on your reviews and the information on your website. We expected someone a bit more understanding that it was his first haircut and someone that would help him be more calm and introduce him to what a haircut is (since it’s a new experience). I understand that he’s a toddler and that most first haircuts are tough but she could have been more welcoming and gentle (which again we expected based on the info on your website). We’re not asking for anything in return, we don’t write negative reviews on Yelp or Social Media, we just don’t come back. However because of the situation, we feel that you should at least know about our experience so you can improve your service moving forward.