Thank you, Christelle, for taking the time to share this so openly.
Reading your experience back, we completely understand your frustration. The delay, the lack of clear communication, and the difference between what was promised and what actually happened, that’s not the level of service we want anyone to go through.
You were right to expect better from us.
At that time, we were still in an earlier stage of building our operations, and your appointment exposed real gaps in how we managed communication, timing, and coordination. That’s not an excuse, but it is something we took very seriously.
Since then, we’ve made concrete changes. We now provide real-time tracking of our braiding teams, improved how and when we communicate delays, and reworked our time estimates to be much more realistic. Clients can also now choose the number of braiders in advance, so expectations are clear from the beginning.
Most importantly, we’ve learned that the experience should feel just as good as the final result, not just the braids themselves.
We know this doesn’t change what happened to you, but your feedback has directly helped us improve, and we are genuinely grateful for that.
If you ever consider giving us another chance, we would truly value the opportunity to provide you with the full experience we are now working hard to deliver, from start to finish.