The customer service at the Norfolk, Virginia location was horrible. My appointment was booked for 2:05pm and Juanita did not get to me until 3:30pm. While myself and another customer were patiently waiting for her, instead of her apologizing for the delay and thanking us for our patience she decided to make disparaging comments saying “customers just need to be patient” and went on to go through a list of excuses for the delay. Although these comments were indirect, it was just inappropriate to be saying how she believe customers should behave towards late service when she knew she had customers waiting. When I realized that she was unappreciative of my patience, I proceeded to ask her when would she get to me. She stated “soon” and murmured comments under her breath. She then asked her co-worker who just came in if she could do my hair and the lady replied she had an appointment in a few minutes. A couple minutes later the co-worker said she could do it and I replied “no” because I didn’t want to inconvenience her and I’m particular with who does my hair. Next, another co-worker starts to make the same remarks about people need to be patient and their just gonna have to wait. Later, Juanita finally gets to the customer that was before me and walks over to put the cape on me. While she was putting the cape on me the other coworker says “you need to get to Ms. Connie first” and Juanita said “I am I was just putting her (referring to me) cape on”. Finally Juanita gets to me and while rinsing my treatment out she started to lift my head to get to the back. I was helping her lift my head and she implied that I was trying to get her wet. I did not want her to think that I was intentionally trying to get her wet so I was trying to explain to her that I thought she was lifting my head and she took it as me being rude and implied that I had an attitude. We move to the chair so that she could blow dry my hair, but instead of her blow drying it she decided to confront me about having an attitude. I explained to her how her comments earlier were rude. After voicing my concerns, she told me I was being disrespectful to her and tried to argue with me but I told her that I did not want to have the conversation. She tried to continue arguing instead of blow drying my hair and I told her she was wasting more of my time. She left my hair wet for a period of time to go the front desk. She came back with a paper and pen and told me to write down my information because she was going to report me to her director. I did not feel comfortable doing that because I did not want her to try to tarnish my name. She finally started to blow dry my hair without heat protectant and then a quarter of the way through she added heat protectant. A few minutes into the blow dry she stopped again to ask me for my name and I refused again. Next, she said it was her job to report when a customer is unhappy and that she was not going to charge me for the service. I thought that the customer reaches out to file a complaint, not the employee pressuring to do it for the customer. In addition, they already had my information in the system when they booked me and she even said my name. Furthermore, her doing this was prolonging my service. At 5:30 pm she finished blow drying my hair and put it in a ponytail and told me she was not going to finish my service.