3340 Monroe Avenue , Rochester, NY | Directions 1461843.10243 -77.53794
Wow, I am amazed at some of the negative reviews here and can't believe we are talking about the same place. I have been going to SMS for about 11 years and love it -- I moved here after living in several larger cities including Chicago and DC, and was looking for a professional, comfortable salon with talented stylists. It may be on the expensive side for Rochester but it is worth it--I am not well off but I save my pennies to go here. SMS is by far the best salon I have ever been to and I would never go anywhere else.
Sarah is my colorist and she is one of my favorite people ever--talented, professional, and a sweetheart. My hair looks better in my forties than it ever did when I was younger. (Hint--get the Kerastase treatment if you can spring for it--my shiny hair gets compliments when I do). We have been through highlights, red tones, brown, covering grey, and I think the world of her work. Hillary is great in the spa area (eyebrow waxing)--again, talented at her job and very nice. I alternate stylists and have never had a bad experience with a cut. The receptionists always greet me, take my coat, and ask me if I need anything. The folks at the desk always look me in the eye and ask me sincerely how my service was that day. I usually go during times that don't seem very busy, and I find the atmosphere relaxing. I look forward to going there.
I had gone to Scott Miller forever ago and then left after another salon opened down the street that was cheaper. Today I went back for the 1st time after over 5 years because my regular person I get my hair done by was booked and I really needed a hair cut. I should have just waited. They told me this 1 stylist had over 20 years experience with thick hair. Don't ever trust anyone with no hair or can't do their own hair. I ended up leaving and going back to my regular person to fix the 50's style this person had done. I have big hair! Why do I want bigger hair? I might as well have cut my own hair. Don't waste your time or money at this so called up scale salon!
Obscenely bad customer service – Reviews by Google users
I tried Scott Miller's model program nearly 10 years ago, with the promise that, although the stylists were new, they had trainers who were spectacular and would ensure everything would be great - regardless. My hair ended up bleached out orange-yellow and severely damaged. I never went back... Until, recently. I saw a few girls all dressed up and stylish with cute hair. I asked them where they'd gotten it done: Scott Miller. They gave me a gift card to try again, so I did. I loved the cut, but the highlight was a bit more bleached than I wanted. Not horrible, though. Since I loved the cut, I figured I could go back, explain (and by showing my lower hair, which was still had the former highlights - warm - not brassy orange or white) and explain that I wanted it to be less bleached and closer to what I had had before. I saw her come out with bleach and cringed, but thought I'd let he do her work as the other girls had looked good. It came out VERY chunky white-yellow-orange and was very different than the bottom of my hair. It smelled like chemicals for weeks! When I went in to ask about having it fixed, I was given an exceedingly (unprofessional) hard time on the front floor (in front of all the customers) telling me that I had apparently not had a good time with Scott Miller and should go elsewhere! Somehow I felt compelled to calmly tell her that wasn't appropriate and that I'd like it fixed. (Just to reinforce, this was a color manager speaking to me this way). She did finally concede that new work absolutely didn't match my last highlight, wasn't good for my coloring and was very bleached looking (orange, yellow and white on the same strands - numerous hot spots at the roots). Although we initially set up an appointment for a redo, I felt very uncomfortable putting myself into the hands of someone who had behaved so badly, so I cancelled. With such an experience, I suppose it was stupid to even consider going back. But, I really did like the hair-cutter. I called to get a bang trim (which clients are entitled to) some months later, they told me they weren't allowed to schedule an appointment with me. What?! Are you kidding me?! Unbelievable. Shameful.
Groupon Disappointment – I received a Groupon as a gift from my husband for a Pedicure. Scott Miller oversold on their groupons and could not offer the Pedicure services. I attempted to try a cut and color service instead even paying the extra. When I sat in the chair, the junior stylist told me that I needed a color correct, and some other treatment which would cost well over $300. Upselling me on a groupon, really? So I left and told her no thank you because she wouldn't do anything else for me. Then as a last ditch effort I called to book an appointment and use up the Groupon for a massage. 3 hours before my appointment they called and canceled my appointment (after I had booked a babysitter....which I STILL HAVE TO PAY FOR) and said I could use it another time....when prey tell? This company has ill-informed receptionists, lazy stylists, and I wouldn't spend a cent there. Definitely NOT recommend!!!
Wedding Party? Don't bother. – This review is not about the service I received, but more about the service I didn't receive and lack of customer service.
I am planning a destination wedding in upstate New York. Myself and my bridal party are flying in a few days prior, so my trial would only be right before the wedding. I wanted to secure a makeup artist and hair stylist with a good portfolio in advance. I didn't have the ability to go to a few trials and then select the best of the bunch. I had to rely upon their portfolio and their receptiveness.
Scott Miller Salon was actually at the top of my list based on the good reviews and modern look of their salon. However, my experience was far from great.
My hesitation with them was that their makeup artists didn't have any portfolio pictures to share with me, which I thought was odd. All makeup artists should have one - I wouldn't hire anyone without a solid portfolio. I checked both Facebook and their official website (which was up and running at the time). The bridal consultant said she would hunt me down a few pictures of their work and call me back the next day. I never heard back. I called back a few times and she was never there. After leaving a few messages with no return call, I just gave up. If they weren't going to go over and above to try to secure my business, then I can't imagine how they would operate when they had my money. The good reviews just weren't enough for me.
The MUA that I was referred to wasn't there any longer as well.
At the time I was attempting to deal with them, I was really torn. I think if I lived in town, I would have definitely gone in for a trial and given them a shot (just based on the reviews here and the modern look of their salon). However, since I am flying in a few days before the wedding, I just didn't want to chance it. It also seemed like their administration was unorganized and not responsive due to their inability to even return a phone call. Now, looking back, I am just irritated at the lack of customer service and response. Since I have also seen some negative reviews on other review sites. Maybe I just dodged a bullet with this one.
I understand that they are planning a new website, so hopefully they will improve their work transparency. The website has been "coming soon" for a few months. I also hope they improve their customer service. It seems that they try to refer to themselves as a high-end modern salon. To be high-end, you have to have a high-end service level, which Scott Miller does not.
I actually had this issue with a number of salons I called in Rochester and surrounding areas - so it's not just a knock against Scott Miller. The websites aren't the greatest and don't show their work. When I called and asked for a few portfolio pictures to give me a sense of their work, it was like I was speaking a different language. Why is a portfolio such a strange concept?
I ended up booking a professional makeup artist with a wonderful portfolio and solid work-history. For hair, I booked a great new modern salon that actually showcases their work on both their website and Facebook and were responsive.
They always get me in – I have been going to Scott Miller for a few years now, and for good reason, they are always friendly and listen to what I want. If I need a change I just let my stylist Kim know and she gives me a beautiful new look. I let her just do her thing, because I trust her and know her skills are top notch.
Unethical Customer Service – Last month I purchased a Groupon for Scott Miller - for a Signature Pedicure. I called once to make an appointment, and granted it was a bit last minute, but told there were no openings. The Groupon has a June expiration date. Earlier this week I received an email from Groupon - "Unfortunately this business has been overwhelmed by the appointment requests for their signature pedicures. As of now, all available appointments for this deal have been filled." What this really means is they over sold the amount of spots they were willing to allot to honor these coupons. I just called and without a coupon, they could fit me in tomorrow! I have also heard of someone that made an appointment for a pedicure using the Groupon, but when they tried to change it, they were told the spots were filled.
I've purchased many other Groupons - and I've never encountered this problem. There are many other wonderful salons out there that offer excellent customer service - in my opinion, Scott Miller is not one of them.
Model Program – This is now my second time getting my hair cut through Scott Miller's model program and have no complaints. I had my hair cut with Alex and she did a wonderful job. She was very engaged and made me feel very comfortable. The stylists who cut for the model program are up and coming stylists that are currently in 1 to 2 years of training before they are allowed to take their own clients. I have never heard of such a thing!! I will continue to come back.
Never had a bad hair day since Scott Miller Salon – I cannot believe the negative reviews I read here!
I have been a regular customer for 15 years - have strongly recommended them to friends and colleagues - and trust Scott Miller enough to even send my mom and daughter there! Not one of these people has been anything but DELIGHTED with their experience at Scott Miller Salon.
Yes, occasionally mistakes have happened. No one's perfect. However, the few times I have had to raise a concern, I have received extraordinary resolution to the problem, and have been dealt with dignity and warmth.
However, if you don't have the backbone to raise your concern in person with them, how can a proper resolution be achieved? The folks there are friendly and approachable. There's no excuse not to talk to them except for one's preference to anonymously complain.
I'd rather focus on the exceptional haircuts, waxings, nail services, skin care consultations and family atmosphere that I have experienced 99% of the time at Scott Miller.
If you trust yourself to be able to truly dialogue, you can trust Scott Miller Salon to deliver the same exceptional results for you.
average at best – Was hopeful and expecting a little more skill in terms of waxing- not entirely disappointed...but definely not wow work- I may give another try eventually because everyone was very nice and time efficient....and the prices are fair. Service itself was not met w/ a lot of expertise.
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