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Barney’s. I ordered two palettes online ($55 each!) but only received one in the mail and received a shipping notification for that palette. I thought they had split the shipment, but after a week with no word, I called to ask when they expected to ship it. They said it was with the first – well, there was no receipt or invoice in the box to begin with, and there was just one. They proceeded to make me feel like a criminal/thief and told me that if I had a problem to dispute the charge with my credit card company (which was just my bank). A couple of years ago, I ordered three pairs of shoes from Nordstrom, which had supposedly been delivered but weren’t on my doorstep when I looked (I imagine it was stolen). I called Nordstrom, and without having to ask, the customer service representative offered to overnight replacements and they would take care of everything else. Nordstrom replaced a $300+ order in two minutes. It took me at least two months to deal with Barney’s.

— Christine

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yup that sounds like barneys, saks and louis vuitton stores also have horrible customer service. also for over a wk now the entire bloggers collection have been in stock at mac online. well all except the purple lipgloss.

Having my IP blocked by a paranoid webmistress because I was browsing too much (Anya’s Garden and the Natural Perfumer’s Guild).

I have no idea what that is, can you explain? I can’t believe someone would block you… That’s nuts!

I cannot explain another person’s thought processes. All I know is, when I asked, I was told that I was blocked because it was highly disturbing and deeply suspicious that I checked her blog twice a day for three days to see if she had told me why I was blocked.
Again: I cannot explain another person’s thought processes.

IP stands for Internet Protocol… In simplest terms, each computer/laptop/whatever has one and it can be used to identify your location (I think the specific it can get is your town), your internet service provider, etc. This website must have seen her IP in their logs a lot (it logs the time spent on the site), thought something was fishy and basically banned her from visiting their website.

the first time I went to a MAC store, I was completely ignored. I can only imagine how confused and overwhelmed I looked, but instead of helping me, I got ignored by MUA’s who were doing nothing but standing around. I haven’t been back to that store since. I stick to the MAC counters now. I’ve often gotten ignored in Sephora, too, but I know my way around there better. recently, a Sephora employee all but stalked me and acted like she thought I was trying to steal something. I should’ve asked to speak to a manager about her or said something to her, but I’m very nonconfrontational, so I just left the store.

The people at MAC ignore me too! That is until I take matters into my own hands and start opening drawers and picking out the items I need. Then they get all mad and are like “You should have just asked!” So frustrating.

I once got treated really rudely by a MAC counter MUA. She was really pushily insisting to me that one of the permanent lineup of lip glosses was “EXACTLY THE SAME!” as the limited edition Strange Potion (which had sold out at the time) – I told her no thank you, but she continued to insist “BUT THEY’RE EXACTLY THE SAME!”. She may as well have said “BUY THEM, DAMMIT!”. I’m scared to go back to that counter now.

Yes! Sephora always tails and stalks me every time i go in. Ugh 🙁 makes me feel rushed and unwelcome.

This is so true! One time I rushed into a Sephora trying to grab a brow brush (I was on vocation and forgot to bring it), the lady just tailed me everywhere as if I was gonna steal something. And when I was looking at the brushes, she just STOOD RIGHT NEXT TO ME and watching over me.

I was so pissed that I had to tell her to give me some space.

I once used a similar technique on an SA that would not stop asking me questions. I gave her short answers and barely made eye contact. What seemed like half an hour later I high-tailed it out of there, practically wounded from the billion questions she asked me.

She asked my favourite colour, whether it was my birthday, if it was somebody ELSE’s birthday, if I’d shopped with them before, if I liked purple, if I wanted a newsletter, if purple was my favourite colour, if I was having a nice day, if I wanted to see a catalogue -ARGH MAKE IT STOP!

Ugh I hear you on MAC, first time iwent to the MAC near my house I was their only client and got ignored by all 4 MUAs and when i walked to one and asked for help he sounded like I was a bother….they weren’t doing anything!!
I have tried going to MAC several times sicne then but I always get ignored so now I unconsiously just avoid the brand altogheter. They aren’t as great anyway, plenty of other nice make up brands out there.

I actually prefer it when the MUA’s don’t come up to me and start asking questions and stalking me, I’d rather just have them help me if I ask a question. I’ve never really experienced TERRIBLE customer service.

I also prefer when the SA/MA doesn’t come up to me! I mean, greeting me is great, and an occasional check-in if they feel so inclined, but if I say I don’t need help at the moment and just want to browse then I mean it! Most of the time my MAC girls are great, but there was this one that stalked me the entire time I was there and interjected every single time I picked something up. “Ohhh, that’s so pretty, you’ll just love that. Are you going to get it?!” I don’t know why they don’t take the hint and back off when you nicely say you don’t need help and want to test products alone.

I have been treated horribly at MAC before. The saving grace is their other crew is super nice.

Sephora is always so strange, lol. When I need someone, I take like ten laps around the store trying to find an employee. When I’m just doing swatches, three different people ask me if I need help!

Here in New Zealand, most brands like NARS and MAC are only available in department stores at counters. I swear every time I’ve visited a counter, the shop assistants there have given me the dirtiest looks because of my age (I’m 16). Yet if I was a professional looking 40 year-old woman, they would be fawning all over me. Even worse, when I’ve purchased something that’s quite expensive, I got condescending remarks like “Oh, do you realise how much this is?”. Service that is vile, yet I can’t buy these products in other places.

That is so sad! It may not be your age though… I am in my mid-twenties and I get rude service at the MAC counters here in the states as well. Are you able to buy the products online? Nothing like trying them on in store though… Sigh.

Ouch! I know how you feel. I get it all the time too. (I’m 17). Prices here where I live are very high as well and it seems like the snooty attitude is way too common. I get lots of snooty looks from brands like MAC and some Sephora SAs. I think service here suckc in general. It’s hard to find good service so when I do, I’ll keep going back to that counter.

Oh my goodness! Me too, I went to Sephora last night and they creeped on me like I was going to steal. Just because I am 16, does not mean Im not willing to pay for more expensive items. But I was mad and went to Lancome in Macy’s, where they dd my makeup and treated me like a customer.

I’m 16, and the first time I went in to MAC I had no makeup on, I was ignored and they gave me weird looks. I asked for help choosing a foundation shade (that was the reason I didn’t wear makeup that day), but they just went to the other customers.
When I went back a few weeks later, with makeup, they treated me good. It’s like they don’t think you’re worthy of their help if you don’t wear makeup at the time, haha…

Oh, I hate that. I’ve even gotten that attitude while buying some Cinnabons at a rest area (“You know they’re $4 each, right?”) when I was 23. I guess I just look broke.

Glad you had a good experience with Nordstroms! I unfortunately did not. I order the coveted MAC marine life highlight powder from them the hour the to the beach collection came on their site. The order conformation e-mail said to allow one to two weeks for shipping. After two weeks still no package and the tracking link wasn’t working. I emailed the store and asked them why my package hadn’t arrived yet. That’s when they told me that when I ordered the product they didn’t actually have one in stock, so they had nothing to give me. I was furious that they never told me because now it was two weeks after the collection came out so I couldn’t get it anywhere else. I ended up paying twice the original price for it on Ebay. They gave me a code for free shipping but I was pissed off after what happened I never want to shop there again.

ULTA. I have one very near my house and visit constantly due to my blog, and their constant $3.50 a purchase coupons help my addiction. Several store associates and even a manager were hateful to me after I made a return. The word “snotty” doesn’t even begin to cover it. I don’t need a polish I already have, so I returned a few times in brand new, unopened condition. They must not have liked that because eventually they stopped greeting me, and then the rudeness got worse. Once, an associate actually told me “not to touch” polishes I was looking at on a rack.

After the manager was rude to my mother and grandmother, I finally had had enough. I contacted customer service and spoke with a very kind representative. He included in his email to corporate that I actually provide a measure of free advertising on my blog- his words, as I did not expect him to bother with that, though it is true. Four days later I received a personal call from the local district manager, who was extremely apologetic and sincere. I was offered a gift card to try them out again, and agreed, but I’m not sure that I’ll go back after that. Maybe to a different store, given the sweetness of the other Ulta employees I spoke with, but never to that particular store. It’s sad that a few people can make an entire company seem unappreciative of it’s customers.

I have the same problem with one Ulta store as well. I live 50 miles away from that store, I have driven there very often during the holiday season due to the gift shopping, I did also make a few returns with unwearable/new conditions, however, the associates and even the store manager treated me as a criminal that they though I was doing the returns just for fun. They asked me if I talk to any of the employees before I make a purchases so that I would be satisfied and not make the returns any more. For god sake, how do I want have fun by driving 50 miles one way while the gas price is so high? I havent been back since then, I stick with Sephora.

Macy’s. At the M.A.C. counter. I went to turn some empties in for the back 2 m.a.c., and the girl at the counter accused me of bringing in fake products, when in fact, they were limited items from the pro store. She had the nerve to argue with me in front of all the customers, even though i actually provided her with proof that they werent fakes. I was so insulted, that i went home and called her regional manager. The manager confirmed that i was right, and the girl was wrong, and when she confronted the girl, she LIED about how she acted to me. Thats ok, the store had security cameras, and it confirmed my story. The girl got suspended, and macys sent me a bunch of gift certificates and free makeup services. While ive used the gift certificates, after i used them, i never went back.

you seriously never went back after management corrected the problem?

i can deal with a snotty salesperson, but the real problem is bad management. if someone’s having a bad day or there was a hiring mistake that’s one thing, but if there are continuous problems with customer service that’s not fixable.

Yeah…if she was having a bad day, she really shouldn’t have taken it out on you or at least admit to her awful behavior when confronted. And if she didn’t recognize the products, she could have called a PRO store or something.

I didn’t know you could use empties from limited editions for back to mac. Or even PRO stuff. That’s good to know…

You can B2M everything that has a B2M sign on the flap of the cardboard box. Sets of Minis (like lip gloss or pigments) count as one item.
It does not matter whether it´s pro or LE, as long as the sign on the box says B2M, you should be good. Only not B2M-able are products that get used up totally, like pencils which you sharpen. (Also in some areas, the pro-pans are not valid, because you don’t pay for the plastic packaging the first place).

That is one of the reason I keep the boxes of all MAC-items; if anyone would comment on an item not being counted for B2M I could prove the opposite by showing them the boxes, too.

Wow, that was so rude of her. Even though the management fixed the problem, but the aftermath of that one extremely bad experience does linger. I would not go back if I was in your situation too. Arguing with customer and then lying about what she’s done? Some one needs a lesson in proper manners. Good thing the store had security camera.

Hands down, Sephora at my local mall. the employees were very unfriendly and rude when i asked if they could help match me to try foundation samples and just made me feel very unwelcome. if it wasnt the closest sephora to me i would not step foot in there again.

Definitely!!! Inglot!!! I ordered 3 palettes and 17 eyeshadows but one eyeshadow wasn’t coming,, so I sent lots of emails and tweets but nothing happened… 🙁

(even though I live in Delaware, but shipping was so late..)

I had the same problem with Inglot! They shipped all of my stuff extremely late, and when I emailed them about my products, they never responded.

I recently went to pick up Force of Love lipstick, which I had pre-order. Instead I got Clarity es! I told the MUA that Clarity was from many months back, and I cancelled my pre-order over the phone. Apparently my pre-order of clarity was not cancelled and my credit card was still charged. And since that es came out in July of last year they couldn’t refund my money today. Also the MUA who originally sold and cancelled my order was no longer working there…I wonder why! So now I’m stuck with a MES that I don’t want and had to pay 20$!

I hate when customer service accuse people of trying to steal. I had an issue with birchbox, my box with shipping info inside was sent another persons box she actually called me to tell me (she was very nice) when I called birchbox they almosted sounded like they wanted her to ship it to me. Then on top of that I had a issue with a nail polish I bought from them using my points. As were with Mac I was shipped the wrong eyeshadow and not only did they send me the right one they also let me keep the wrong one ^_^….though I’ve heard horror stories about Mac as well.

Barneys was terrible. But I do need to say kudos to Nordstrom and MAC online. They sent me the wrong studio sculpt shade and sent out the right one and told me to keep the other one.

I love Nordstroms the whole company is just amazing with great employees! I prefer to shop at the MAC counter in there because the ladies are so much nicer! In the MAC store the ladies just ignore me the whole time Im looking around so I normally just leave because they don’t help me with anything and go to the counter. Granite I am 15 years old but what those ladies at the MAC store didn’t know was that I had a $300 gift card in my wallet to spend there…

My worst experience really has being ignored at a MAC store although the counter in Macys is perfectly fine. But I’ve moved on from MAC from all the onslaught of collections. I’ve had a very good experience with Nordstrom as well. I ordered 2 items which disappeared, UPS claimed to have delivered them but they were not where they were supposedly left. I was worried they would think I was a crook but they were actually very nice about it. One item was sold out so they refunded my money for that and resent me the second item, express no less to make sure I go it. No charge for express either. Good customer service = more purchases!

I got into MAC when I was 17, and at the time I wasn’t aware that there was a MAC counter at my local Nordstroms 4 miles away. So, when I got my license I would drive 25 mins from home to the Dallas Galleria mall, that’s how I’d always get their products. I was 19 when the Venomous Villains collection was released and I wanted to go to buy a bunch of the collection. Yes, most was for me, but I was also buying some pieces to sell on eBay to try to make some of the money back. The store was packed and I couldn’t get an employees attention to help me, I remember it being VERY understaffed. I knew what I wanted, so I thought it be ok to help myself and open the drawers where the products were store. I started making a collection of a few hundred dollars worth of product I wanted to buy. I was still on my knees picking out boxes when an employee came up, and in a VERY snotty, rude voice “asked” what I was doing and that I’m not supposed to be opening the drawers, she slammed the drawer I had open. It escalated and I was accused of trying to shoplift, she then called mall security. They took my to the back of the store and I agreed to having the mall cop search my bag and coat to prove I wasn’t stealing. I then purchased all the product, and left very embarrassed. Didn’t want to fight about it until after I cooled down and hid my face for a bit. The next morning I call the store and asked to speak with the GM. She offered me a $100 MAC store credit and said that the girl would get a probation. I now ONLY ever use the MAC counter at my Nordstoms. Even when Nordstroms doesn’t get specific collections, like the Iris Apfel, I refuse to go. Fortunately, I also found out there was another MAC store nearby, but I’m still kinda turned off from buying MAC products in a MAC store.

Definitely Benefit! The Benefit store in Islington (London). They had a special free (but ticketed) event a few years ago and I got two tickets for my sister and I. They had cupcakes, drink, a goodie bag and free make-overs, but the make up artists were horrible, and by that I mean incredibly rude. They snapped at us, rolled their eyes at my sister, and treated us like idiots. The event was enormously overcrowded so I guess they were stressed out, but they were so incredibly rude they ruined what was meant to be a nice sisters’ day out. I haven’t bought a Benefit product since. I get that they were busy but their customer service was a total joke- and as far as I know, Benefit is famous for the quality of their service!

I can’t believe some of these stories though. I guess mine’s not as bad because I didn’t lose any money! They just wasted my time. I’ve never ordered make up online, and I feel really bad that so many of the readers have been ripped off financially. Maybe next time we should ask where the best customer service experience was, to cheer ourselves up 🙂

I agree!!! Barneys by far has the worst customer service. They do make you feel as though you are a criminal and they do not notify you of what is going on. I really try to avoid purchasing from Barneys via mail if at all possible. I had the same scenario where Fed Ex just did not deliver it to the right address (I did not get the package at all even though it said it was delivered) and Barneys was awful, they said there was nothing they could do, and to replace the items, they would lose money etc. It was just a nightmare. And Nordstroms does have the best customer service indeed!

Forever 21!! I ordered a few things from their website and never received them. Finally I called and they told me that since Purolator didn’t have my buzz code (F21 hadn’t put it on the box) my items had been shipped back. Since it was their mistake they would either refund my purchase or ship it again. I agreed to have it shipped again. This time, they included my buzz code, but they shipped it to my BILLING adress which is in a completely different city. When I called them to tell them about their error, they said they’d used the only adress I’d provided them with (and yet the first time it was sent to the right address?). It had now been three months since I had ordered, and they told me that if I wanted my package sent to my shipping adress, I would have to pay again for shipping. Needless to say, I asked for a refund, and I won’t be ordering from them again anytime soon.

The employees at my local Ulta are really ready to help a customer out, even if it means they leave the customer they’re currently talking to :-/ I was asking about mascaras one day and the woman who was assisting me just flat out walked away from me mid-sentence and went to help a woman who was just browsing eyeshadows and gave no indication she needed any assistance. I walked clear to the opposite side of the store after that and pretty much avoided her, even if there was a chance she would come back and “finish” helping me.

Online, I ordered from Too Faced and will never order from them again. I ordered two leopard print cosmetic bags (same exact bag, just one for me and one for my cousin). I got my box and the invoice was marked quantity two but I only received one! It took me three weeks to finally get a replacement, and that was after several phone calls and e-mails. Then one day, out of the blue, I receive an e-mail that’s one sentence long saying they’re shipping me my other bag. No apology for the delayed response, no communication indicating they were in the wrong, and no consolation for the error. Just a simple “We’re sending you your item. It will arrive in x – X business days. Regards, Too Faced Cosmetics” At least they gave me the item I ordered, but since they didn’t even make an effort to apologize or make up for their error, I will never buy another item from them.

MAC online, period.

At one point, I sent back about 10 items from the Wonder Woman collection and a couple of other items as I had ordered doubles and realized I didn’t need them. I sent the items back in a box that was insured with tracking, as they were worth well over $200. Well, after a couple of weeks, I noticed a small refund from MAC on my checking account. I called them, and they stated they never had received the Wonder Woman items, even though they were in the same box as the other items they had returned. I was angry, saying how could they miss 10 items from a collection with such distinct packaging. They finally connected me to their manager, who was also not very helpful. I explained to her the situation, as well as the fact that I had insured the box for a certain amount that was equivalent to the price of the makeup I had returned, even sent her the receipt for the shipping and insurance. She in turn asked me for the weight of the box. How would I have known to have kept a record of the parcel’s weight?! Long story short, after weeks of staying up well past midnight to call MAC (big time difference where I am), they finally told me they couldn’t help me since I couldn’t tell them the weight of the box so that they could verify that I had sent the items. I couldn’t claim anything under USPS insurance as they had received the parcel and I was out a whole bunch of money. They are HORRIBLE.

That sounds like an absolute nightmare! I honestly just don’t know how they get away with things like this. I would never even think of recording the weight of my parcel. When you return something you just don’t expect to go through something like this! At least you’ve learnt a valuable lesson now I suppose is the only good that can come out of this!

I had to call MAC three times to ship a product I ordered online. I placed an order, one of the products didn’t come in the box, so I called to have it shipped out ASAP. I received the box, the product was damaged, and by damaged I mean obliterated into a fine dust that was basically everywhere inside the package. I call again to explain this is the second time there’s been an issue. This chick mumbled her name into the phone and muttered the entire time speaking. She took a rude and accusatory tone through the whole conversation, too. She got all pissy with me because I said the signature on the packing slip wasn’t initials at all, but just a squiggle. She got pissy that I didn’t take the issue up with the shipping company, but there was no damage to the box, and the shipping company only tends to take care of those issues if there’s clear damage to the package. Then, she talked to me in an accusatory tone when I said it was crushed to bits, and then had the audacity to ask if I could just use it as is. Anyway, it was shipped a third time, and was the wrong shade. I called again, but only to ask about something on the slip that came with the package. I was just over it, and didn’t even want to deal with the situation anymore. When I called, though, the woman was the woman who helped me the first time (She was the only one who wasn’t rude to me.). She asked if I got it, and I told her the whole long story. She truly seemed appalled, and offered to send it to me again, but I thanked her and said that I didn’t know if I wanted to go through the trouble; told her I didn’t want her in trouble and that I’d already basically been accused of trying to get free product. She had the manager call me, and what does the manager do? Well, she basically acted like it was my fault. No apology, no offer to send it again, no offer to refund my money, and just said, “Well, can you just use the one you were sent?” She had the audacity to act like the whole situation was my fault. I mean, how freaking tacky can you be asking someone to use a damaged product or a product that they sent the wrong shade of?!

Looking back, I should have had her send it to me or refund my money, but I just didn’t want to deal any longer. I honestly felt like they were going to sic the cops on me or something since they acted like I was doing something wrong the whole time, lol.

And no, I don’t boycott. I would if it somehow impacted them, but it doesn’t. Not buying products I like just feels like I’m punishing myself. I hate when companies act like their customers are expendable and the customers should bow down to them.

Thanks for featuring this question, Christine! I want to know, has anyone verbally flipped on a CS rep in a situation like these ones?

Actually, I just remembered an even worse experience that I’d like to share. I went in last summer to get my hair cut short because it was getting too hot having it so thick and mid-back. I get thick, dry, scaly/flaky patches of skin due to a medical condition. It’s a struggle and work in progress to find the right meds and products to help it, and it’s something I’m extremely self-concious about. When meeting the cosmetologist, the first thing I did was make her aware of this and told her that it’s not contagious, that it’s not lice, etc. It’s just dry, dead skin cells that build up due to a medical condition, and it does get aggravated by too hot water and certain products. She used very hot water until I asked her to turn it to lukewarm. I told her not to use any shampoo/conditioner that was mentholated, but she did. She basically did everything possible to aggravate my scalp that I told her would. She was almost finished straightening my hair when she told me to hold on, and she ended up grabbing the woman who checks her work (Beauty College), and this woman is rifling through my hair and says, “I’m checking you for lice.” I had to explain my medical condition all over again, which she completely ignored, talked down to me like she knew better than my doctor, and acted as if I was a leper. She was saying all this so loudly in front of so many people, and they were throwing disgusting looks my way. I don’t think I’ve ever felt more angry and humiliated in my life. It took all the strength I had not to scream and not to cry.

I have not and will not get my hair done anywhere ever again after that experience. People seriously need to use some common sense before speaking and acting…

That’s AWFUL to hear Miss J!

But unfortunately people are just like that, especially when they are afraid of “catching” some unknown or even known disease. It’s only out of fear that they act so obnoxiously. Many times in my high school years, I’d be completely humiliated because of my acne. I had terrible cystic acne and there were days when my face would be covered with huge welts that had pus blisters popping up on the surface.

I was also in varsity cross country and track and after and during practice, we’d wipe our faces with towels. People frequently shared these towels, which understandably isn’t the most sanitary thing to do but it’s just sweat, and hey it’s just more practical, so that not everyone had to carry a towel. Well, several times, the other students, looking at my face, would be like, “Ew. Keep away from me. I don’t want to catch your leprosy… even though they knew that I just had bad acne.” Things like that happened quite often.

I know that it hurts, but in the end, it just allows you to stand alone more strongly and resolutely. You’re kind of like tempered steel: words and actions like that are empty; through your hardships, you are or will be more resilient and that’s something that’ll allow you to do endure so much more than other people. But I’m sure you knew that already! 🙂 Keep working it, Miss J!

Thank you for the reassuring words, John. 🙂 Sharing my story was more to say, “If you are someone acting like this, cut that s***, it ain’t cute, and you look like an ignorant a**hole!”

I totally get people’s fear of “catching” something, which is why I always state first thing what’s up, so there’s no issue, but these people were just stupid as f***! My dry skin condition is mostly due to endocrine conditions, so pretty sure no one can catch my sucky genetics, LOL. I just don’t do well with stupidity/ignorance.

Miss J, I’m so sorry you had to go through that. I have complicated skin conditions myself so I can relate to how people either think you are making up your skin condition or you just have incredibly bad diet or habits. I’m going to scream if one more person tells me to try cutting sugar to see if my skin conditions get better. 🙁 I can’t believe this sort of behavior was tolerated. I’m so sorry for how you were treated. Hope you can find an understanding hairdresser who will work with you. *pats*

That is horrible and I can’t believe they did that to you. I feel really bad. I don’t think everywhere would behave that badly; there must be hair salons where people aren’t so bleeping rude and ignorant.

Thanks, DP. Please feel bad for them, though, and not me; I think they need sympathy more than I ever will cuz ignorance and stupidity are far uglier disorders, lmao. And no, not everyone behaves like that at all; that was the first experience of the kind. First thing I explain at salons when it comes to hair is that issue, and from that point there’s never been an issue until that day with those people. Thankfully, I’ve learned to cut my own hair, so I don’t need to explain that to people anymore.

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