Drybar - Studio City

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Kim Messengervía Google

hace 3 meses

I've been to this location a few times now. Overall, it's ok. Today I encountered an issue with being double charged. The receptionist who helped me, I believe her name was Giovanda (apologies, I’m not sure the spelling) was very kind and professional but said she couldn't refund me the extra charge. She said that her manager, Sabrina, who was there, knew the situation and wanted me to email the regional manager to deal with it on my own. The issue was not caused by me. So the suggestion that I reach out instead of just issuing me a refund felt off. Also weird, that the manager made the employee have the conversation, though the employee handled it very professionally. But things got worse when the employee went back to the manager Sabrina, and asked her to reach out on my behalf. Sabrina called me from the desk. It was very loud and I asked her to come over to where I was seated. She rolled her eyes, muttered something to the receptionist and NEVER came over to speak with me. After about 10 minutes, she yelled my name again from the desk and said it's taken care of. Curtly and abruptly. She never once apologized for the issue or made any attempt to even acknowledge me after that. She even charged me at checkout and didn't say a word to me. I thought that would be the worst of it, but when I received a call back from Rachel, the regional manager, she exhibited the same rudeness. She starts by saying, hey Kim this is Rachel, what's going on, which seemed a bit curt as well. But I started to explain anyhow and instead of listening she immediately starts responding. I eventually get to fully explain the situation and she said, well I'm sorry that you feel that way, BUT Sabrina called me to figure this out because she cares. As someone in the hospitality business, CARE does not show up like rolling your eyes, purposefully ignoring the customer who needs your help, and never engaging them at all with something as simple as, I'm really sorry for the mixup today. Let's see what we can do. And quite honestly, after speaking with Rachel the Regional Manager who handled the situation almost just as poorly, I can see why Sabrina thinks that behavior is acceptable. Unfortunately for them, paying customers do not.

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Soulmaz Armanvía Google

hace 4 meses

I normally get my blowouts done somewhere else, but because I had my friend’s wedding to attend on Friday, I decided to trust Drybar for a more polished, professional result. I chose a style from their own menu and even brought a photo from Google with soft, wavy curls—very close to what I wanted. The stylist (she was Persian) finished my hair and asked me to check the mirror. I was honestly shocked. The result looked nothing like the style I selected. It was uneven, lacking shape, and looked like a beginner had done it. I told her this wasn’t what I requested, and instead of helping, she blamed my hair and told me I “should bring extensions.” I never said my hair wasn’t enough—I said the styling was poorly done. Then she asked me, in a rude tone, to “show pictures of my hair done by other stylists,” as if the problem was me and not the quality of her work. I felt horrible. I had just told them I was going to a wedding, and instead of fixing the situation or showing professionalism, she put the responsibility back on me. I ended up asking for the manager, who came and fixed my hair within minutes. That alone proved the original stylist simply didn’t know how to do the style—and shouldn’t have blamed the customer. This was my first time trying Drybar for something special, and unfortunately it will also be my last. A blowout studio known for expertise should never leave a client embarrassed, upset, or having to beg for help right before an event.

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Sara Elkorchivía Google

hace 6 meses

What happened to this place? I really loved the service and the concept when I first started going here years ago. The prices have gone way up, which is understandable in this economy, but the quality and service has gone in the opposite direction. I decided my visit on Wednesday would be my last after (not for the first time) my service started over 20 minutes later than my appointment time. The air vents have been absolutely caked in dust, especially the one by the wash station. The phone chargers haven’t worked in years. Even after the major delay, I still wasn’t even offered water. Nearly $80 including tip just isn’t worth it.

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Victoria Valenzuelavía Google

hace 7 meses

I took my mom to get a dry styling, and she had parts that were a bit damp but just a second of blowdrying was enough, I say this because it happend to me, but i got an earlier appointment than her (10 min). The person on the front had a big attitude that we have to pay 60+ because is damp and it would count as a blowout, she wasn't giving us options at all. We paid it but the worst service ever. Do not recommend at all

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Jessica Radvía Google

hace alrededor de 2 años

I had a 5 pm appointment scheduled on December 9th and was not seen until after 5:30 pm. When I first arrived, I was told they were running 10 minutes late. Had I known that I would have to wait 90 minutes for a service, I would have left. The two remaining employees, Jasmine and Eliza, both worked to dry the previous client's hair, who they also allowed to add a scalp massage onto her service that she had not previously booked. I attached a photo of them working on said client’s hair 30 minutes after my appointment time. After 20 minutes of waiting, I asked why they were both blowing out another client's hair with no communication to me and I was told it was because Jasmine had to leave. I never received so much as an apology or acknowledgement from either of them for being so far past schedule. I came in with wet hair because I had done a partial wash. Eliza said she did not have time to wash my hair despite me repeatedly stating that I wanted my hair washed. I told her that I had not fully shampooed my scalp and that it had air dried for too long. She gaslit me and said my hair was clean and promised that she would do a good job. She then did a rushed blowout and when said she was "done", my hair was still wet at the root. She then argued that my hair wasn’t wet and that I was feeling build up as an excuse as to why my blowout was so poorly done. After all of that waiting, no wash and leaving with my hair looking a mess, I was beyond disappointed. I asked her to dry the root and my hair then looked even worse. She blamed me for asking her to dry the root, becoming defensive and argumentative. She then claimed that I was being "hostile" for simply voicing my discontent in my experience and the poor end result and she told me to leave the store. To say I was hostile was an exaggerated take on my behavior of voicing my disappointment. I told her I had never been in a physical altercation in my life. I asked about paying and she stated I didn’t have to pay, that I would be followed up with by a manager and to leave the store immediately. I was never followed up with. Nearly 2 months later, I received a surprise charge on my card for this blowout and called to dispute it and asked for a manager. Eliza answered the phone and claimed she was a manager (she is not) and she again became aggressive. I repeatedly asked and called back to speak to a manager. I asked Eliza why I had never been followed up with, to which she responded “because I handled it”. After 30 minutes of calling back, Jasmine answered the phone, who was the same employee who left early. Jasmine stated that Eliza claimed that I had threatened to send my boyfriend after her! This was a shocking lie; who threatens people with their partner? My boyfriend was mentioned only when I said he was picking me up from the service as my ride because I was running late for a party. There was zero insinuation that he would be coming inside and he of course did not enter the business. Eliza knew that since she is more than double my physical size, her fallacious rendition of what happened required the lie that I had threatened her with my boyfriend. Jasmine then spent the next 30 minutes on the phone bickering with me, stating that despite the agreed fact that I would not be charged, she had not personally charged me. There was never a single apology from either of these employees. I asked Jasmine how she would feel if she waited over 90 minutes for a terrible service and was then told she had threatened someone with their boyfriend as a complete lie? She could not answer and proceeded to interrupt me and repeat herself in a rude manner. I never authorized a charge for that botched service and both employees stated that I would not be charged. I have also filed a dispute with my credit card company. This experience is embarrassing to this business and there are clear reasons why this DryBar has many consistently horrendous reviews. A 3.1 on Yelp and a 3.8 on Google is an accomplishment in terrible service in itself. Do better, maybe starting with better employees.