10mo ago
I am directing this communication to Micaela, who I am told is the manager of the Rowan in Whalt Whitman Shops. Tonight, Friday January 2, 2026 my daughter and wife had a 6 pm appointment for ear piercing. We arrived and checked in with "Emily". We then waited almost forty (40) minutes. After these forty (40) minutes, the nurse "Tyra" took two individuals who did not have an appointment and had arrived after us. After 25 more minutes, they walked out of the room and the nurse told us we would still have to wait. At this pint I asked the nurse why people who did not have appointments and who arrived after us were serviced first? I had already expressed to Emily that we had been waiting more than 45 minutes. The nurse Tyra initially said she had not pierced their ears, just "looked at them". I had two problems with this. First, they clearly had pierced ears and PAID FOR THE PIERCING as she was telling me this. Second, regardless, we had an appointment and had been waiting first. I told her this was unprofessional, at which point the nurse Tyra said she doesn't have to do anything and refused us service. I approached Emily and asked her if she was the manager. She said no. I asked her what the policy was regarding appointments and arrivals and she said she did not know the policy. While I was having this conversation, the nurse Tyra went to get security and tried to have us thrown out. The nurse Tyra told the security that we had refused to pay. This was yet another lame lie and even Emily could not go along with it. I explained to security that we had an appointment, had waited and entire hour and then were refused service. The nurse Tyra then stated that asking for the name of the manager constituted a "threat". As a customer with an appointment, I firmly believe I have a right to contact management and express my dissatisfaction with the failure of employees to do their job. That is not in any way a "threat". Frankly, the nurse was acting irrational. Even the supervisor of security named Wesley agreed that there was something going on here. I will conclude by stating I have been a customer service manager for more than 30 years and have fired people for things like this. A customer should receive the service advertised, should not be threatened, and an employee should not make up absurd lies to try and escape the responsibility for their actions.