Supercuts Hair Salon Check-in

I had heard I would need to set an appointment at my local shop due to COVID-19 and downloaded the app as this appeared to be the only way I could do this. No one answering phones. I have just spent an hour trying to figure out how to schedule appointment on the app and can’t find it. Is it down now? There are no explanations in the app where to go to schedule an appointment or notice that it can’t be done for some reason or until sometime because of the pandemic. The idea that I have to search around and do this tells you how poor the app is and/or updates to the app due to COVID-19. If this is your response to getting open and saving the business then it is clear you don’t care which is hard to understand or maybe the app service provider is the problem and should be fired. Get your act together!

The appointment function is very difficult to understand. If I try to check in before I head to the salon there is often not a time slot for a longer amount of time than the wait says. Most of the time I just select the soonest time and then head to the salon anyway where they mention that I am early and then people who checked in after I checked in online are taken back for a haircut before I am. It is also confusing in that if I am 5 min late for that “appointment” I am put on the list again as if I am just checking in and people who arrive after me are taken back before me. I have sat angrily waiting for 30 to 45 min before when the initial wait on the app said 0 minutes! I have lived in other cities where great clips are nearby and used their app to check in and it is so simple. You just check in and then you have an hour to get to the salon and when you get their you are right in line where you would have been if you had been in the salon when you checked in. My suggestion would be to drop the appointment feature. Either way I am actively looking for a place nearby to go to because this has happened too many times.

As a stylist at a Supercuts, I have guests tell me that the app isn’t working MORE than when it is working. They either can’t find our location (never shows up on the map), or it wouldn’t allow them to check in at all, it’s never outside of business hours or during a wait longer than 45 minutes either so there’s no reason they should have this issue. I also think that the developers need to include more than just a haircut as a service selection for our guests. It is extremely frustrating when someone checks in and we see just a haircut on our end, come to find out they actually want a full head of highlights or any other time-consuming color service that we are not aware of and aren’t quoting a correct wait time for the in-store guests waiting. There’s a MASSIVE time difference between a haircut and a color service. If we see ahead of time that they are already planning to get color done, it allows us to see and quote a more accurate wait time. We’ve had this issue for as long as the app has been out and we constantly are being asked why we don’t have more service selection options. PLEASE PLEASE PLEASE!!!!! FIX THIS ISSUE!!!! It is beyond frustrating. Half the time I don’t even recommend the guest to use the app because the wait times they are seeing are inaccurate half the time. I just tell them to call the store instead.