Cookie Cutters-Lutherville, MD (2058 reviews)

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Because of traffic on York Road and the severely congested parking lot, we were 8 minutes late for Kelly's appointment, scheduled for 11:45am. When we arrived, the employee was already working on two other customers, who apparently had appointments PRIOR TO Kelly's. When she was told Kelly had arrived, she looked at us, then said she couldn't cut her hair. An alternative appointment was offered, but we could not book it b/c my son had a lacrosse game at the same time. Other stylists were finishing their appointments and could have easily stepped up to help out, but weren't even asked. Being less than 10 minutes late for an appointment is not cause for cancellation. Ironically, the same exact thing happened to my nephew on the same day. Two children who love cookie cutters, but will not be returning.

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Had to wait over 30 minutes past our appointment time. For an appointment that's supposed to take 15 minutes, this was incredibly long to keep a small child waiting for a haircut. If things were so behind, a phone call ahead would have been nice so we could have chosen not to come at all.

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We have had really good experiences in the past with Kenisha but she hasn't been there the last couple of times we came in. My son has never minded getting his haircut and has always just sat there and watched a show while the stylist worked on his hair. This past experience was not good. The stylist does not seem to enjoy working with kids at all and was very rough while combing my sons hair to the point he said "ouch" a couple of times and had a grimace on his face almost the entire time. She also just cut his hair very blunt, instead of shaping it at all. He has wavy hair and she didn't cut his hair like she knows how to cut wavy or curly hair - rather simply cut his hair like a straight line. While we enjoyed coming there, I can't say that we will be coming back.

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We had a 5pm appointment. There were only two people working and two other people were waiting with us with a 5pm appointment. We didn't get seen until 5:30, which meant we didn't leave until 5:50. The hair stylist didn't apologize. She said 4-5pm is always a tough time, especially if people are late. If you know that time is always busy then you should have more people working. We should not have been negatively affected. We had planned to go out for a quick bite afterwards as the haircut normally doesn't take too long. We didn't get home until after my kids' bedtime. we were very unhappy.

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When I get a 2:30pm reservation I expect a 2:30 not 3:09 because the front desk allowed a 15 minute late family go in front of us. Look I understand being late but 15 minutes and still getting served before folks who got their before them is just poor poor service. Maybe the manager didn’t want to lose a family of 3 for a family of one, which is discrimination to us with one child. It was explained to me there were MULTIPLE late families in front of us and that the manager had spoken to the owner “many times” about her late was policy but at that point I was done. I’ll nevr come back. Oh yea and the cut was shit! Alex F

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Horrible experience X2 with my boys today and the stylist did not seem to have experience with young children. Both my boys have botched haircuts and are traumatized getting their hair cut again.