Cutting Room

Been coming to the cutting room for quite a while now, today was different to previous experience. My niece was upstairs having colour and highlights with Emma, my daughter and I were downstairs, phoebe as always is so lovely and trimmed and styled my daughters hair beautifully, she loves it. At nearly 6pm I was still sat in the window, nobody had approached to apologise for the wait, we had been there since 4:45pm. I went to the desk to ask if I could re-schedule as booked in for highlights and it would be way too late even if we started then, that wasn’t going to happen however as apparently I was booked in with Emma, an apprentice?? Who was still upstairs with my niece. All was amended and poppy and I went to visit my niece upstairs, we found her practically in tears whilst panicking that one; and apprentice was colouring her hair and two that it wasn’t like the picture she had gone in with and shown. We went downstairs to leave and mentioned this to the owner who said she would go have a look and sort. Later as we had left my niece text to say how uncomfortable she felt as Emma seemed a little annoyed and was “stomping” around as she had heard what I had spoken about downstairs. I have told my niece to ensure she doesn’t pay full price when an apprentice has been let loose on her hair. What is going on?? I know Jason's not there but surely we should still be served with a stylist? Still at the point of re-scheduling my hair no apology was given. My niece has further text as she’s panicking again due to bleach highlights still in foils after nearly 2 hours?! I’m no hairdresser but surely this can’t be good? Now I feel shocking that I have introduced my niece to the cutting room and she is in a state. Would you not ensure a new customer also has a stylist/senior stylist to ensure they are satisfied and return? I’m lost and very disappointed and feel terrible for my niece. Thank you Phoebe as always, I’m
Sorry I have had to report such negatives ?