I am extremely disappointed with my experience with Natalie and Hair and Makeup I Do. As a repeat client who has used Natalie personally several times before, I expected a much hig...her level of professionalism and communication.
I reached out nearly three weeks before a wedding I was attending to ask if Natalie was available to do my hair and makeup. She confirmed availability, with no mention that she would not personally be providing the services. I had booked her directly in the exact same manner, using the same wording, on previous occasions, and she had always personally done my hair and makeup. I had no reason to believe this appointment would be any different.
On Thursday, I reached out to confirm what time she would be arriving for my Saturday appointment. She didn’t respond until Friday afternoon, less than 24 hours before the wedding, when she informed me for the first time that someone from her team would be coming instead.
I specifically booked Natalie because I knew and trusted her work. Had I been told upfront that she wasn’t personally available, I would have made other arrangements. When I expressed my disappointment, Natalie defended herself by saying she had only confirmed availability for the date, not that she would personally be providing the services. However, she also never communicated that someone else would be coming in her place.
With less than 24 hours before the wedding, I had virtually no opportunity to find another artist. Despite my reservations, I agreed to move forward with the replacement.
Natalie’s final email to me came around 9 PM Friday evening. At no point did she mention a confirmation deadline or indicate that the appointment would be canceled if I didn’t respond immediately. I replied approximately an hour later, confirming that I would move forward with the replacement artist for the scheduled 1 PM appointment.
Saturday morning came and went without a single email, phone call, or text informing me of any issue.
At 1:15 PM, fifteen minutes AFTER my scheduled appointment time, I reached out to Natalie myself to ask whether the artist was almost there.
Only then did I discover that no one was coming.
Natalie explained that she hadn’t received my confirmation before going to sleep the previous evening. However, my confirmation email had been sent, and she made absolutely no attempt to contact me Saturday morning to clarify the arrangements or inform me that the appointment was no longer happening.
The complete lack of communication, accountability, and professionalism throughout this experience is unacceptable. I went from believing I had secured a trusted artist weeks in advance to being left without hair and makeup just hours before an important event.
I understand that scheduling misunderstandings can happen, but allowing an appointment time to pass without notifying the client is completely unacceptable. The entire situation could have been avoided with clear communication, either when I originally booked or at any point before my scheduled appointment.
Unfortunately, I will never book with Natalie or Hair and Makeup I Do again, and I cannot recommend their services based on this experience.