Penzone Salon + Spa

I used Penzone for their bridal services on demand for my daughter’s wedding. The bridal coordination in the back-office needs help. Returning emails and phone calls is challenging for them. Their lack of organization was apparent when I asked for a spreadsheet of expenses vs. what I had paid. Their sheet had columns for expenses but did not show all that I had paid thus far. I asked for accounting clarification and was assured all my payments would be included. Well, the day of the wedding they overcharged my credit card. It took nearly two months of emailing and calling to finally get it refunded. Do yourself a favor and don’t use Penzone bridal. Their lack of organization is not worth the headache.

Unfortunately had a horrible experience and recommend going elsewhere for all your salon needs in Columbus. I was beyond disappointed, as I thought Penzone was a reputable salon that cared about this customers. I got a brow lamination that lasted for 24 hours (I was told it would last 6 weeks, and I followed all instructions given for caring for my brows). I had spent $120 for a brow lamination that lasted 24 hours. Needless to say I was very dissatisfied with my service. I’m not sure which was worse- my brow lamination that didn’t work or Penzones customer service. I had sent multiple emails, they would tell me they’d call me back and wouldn’t, I was constantly the one having to follow up after weeks of not hearing anything. It took a month of me reaching out to Beth and Gabriella to finally be told I would not receive any help. It was truly the most unprofessional, unpersonable experience. I felt very unimportant, unheard, and disrespected by customer service. I’ve NEVER experienced this customer service from any salon ever, truly unbelievable. My friends have all stopped going there since, and have found more personable salons since! The last thing you ever want to feel from a salon is to feel like just a number to them. I unfortunately was made to feel that way.

The salon coordinators, Lea and Maddy, worked with me to schedule hair and makeup services for my bridal party. Both Lea and Maddy were friendly, professional, and responsive. However, on the day of my wedding, the salon did not follow through on the services they agreed to provide. My bridesmaids were extremely disappointed that they weren’t allowed to pick how they wanted their hair styled – rather, the salon stylist dictated how each persons’ hair was to be done. Furthermore, some of their hair needed to be curled again as soon as they got home from the salon because the curls fell out instantly. The morning of the wedding, the salon did not provide one of the makeup services that had been booked, so one of my party came home without any makeup on (fortunately, the makeup artist I hired for myself saved the day and did that person’s makeup and re-curled other members’ hair). I’m only giving the salon 2 stars, rather than 1, because Lea and Maddy were professional and friendly. The myriad problems we encountered at the salon on my wedding day dissuades me from using their services again.

I had a fine time working with my hair and makeup stylists for my on-site wedding services, though I do wish I would have gotten a little more bang for my buck, particularly with my hair. When I arrived for my trial a couple of months before the wedding, I told my stylist that I was interested in the "Hollywood waves" that I was seeing all over the internet. She immediately said they were really hard to pull off and she didn't know how to do them. I appreciated her honesty and don't mind that we had to change my plans, but I do wish she would have offered advice on what we could pivot to, or steered me toward a similar style that would still give that classic vibe. She seemed new and not exactly ready to offer a ton of advice, which was a bummer because given the amount I was paying for my wedding services, I had hoped for more of an expert consultation at my trial. So I ended up scrambling through Pinterest for another "loose curls" picture while I sat in her chair, and wasn't super thrilled with what I left with. On the day of the wedding, things went better. She kindly offered to try the Hollywood waves, but I wasn't sure I wanted to try something for the first time on the day of, so I just asked for a down-do with simple curls. My curls were beautiful and so were the up-dos my stylist did on my bridesmaids. However, my curls were already falling out by the time the ceremony rolled around, and a bridesmaid had to re-do them with her own curling iron before I walked down the aisle. After getting some of my pre-ceremony photos back from the photographer, it is really apparent in many of them that my curls are not holding up even early in the day. There were also a few flubs in communication with the main office throughout the experience (they added my mom to the make-up service schedule when that's not what I requested, I had to follow up about receiving forms a couple times, I had to follow up about trial dates because it took a while to hear back, etc.). It wasn't a *bad* experience by any means (and I really liked my makeup!) but for something that took up such a huge chunk of our wedding budget, I was a little underwhelmed with the experience as a whole.