Summary:

• Joanna Georges, 22, scheduled a hair appointment with Alexis Antoine, but it was repeatedly postponed, leading to a legal dispute over a deposit. Their experience reflects broader concerns in the Black hair industry, where social media-driven trends collide with professionalism issues. Georges’ saga highlights the importance of customer service and fairness in business dealings.

Joanna Georges, a 22-year-old from New Jersey, eagerly anticipated getting her hair done. She reached out to Alexis Antoine on social media for box braids, securing her spot with a $100 deposit for a 6 a.m. appointment on Sept. 2. However, Antoine rescheduled multiple times, eventually pushing it to 10 a.m. Despite her intuition, Georges made the 20-minute walk to Antoine’s home, only to receive no response.

Waiting outside for an hour, Georges eventually went home, and Antoine apologized, citing falling asleep. This led to a months-long ordeal, with Georges pursuing the return of her deposit. Failing to resolve it, she eventually sued Antoine in small claims court, emphasizing the principle over the money.

Georges is one of many Black women voicing grievances about the state of the Black hair industry on social media. Complaints include last-minute cancellations, unfinished services, overcharging, and inappropriate policies. Some attribute these issues to the gig economy, with unlicensed stylists gaining popularity on social media but lacking business experience.

The communal and cultural experience of getting hair done is turning into a hassle for many clients. Economic pressures and salon closures during the early stages of the COVID-19 pandemic, coupled with increased social media use, have contributed to the challenges.

Amateur stylists, whether in kitchens or established salons, have traditionally been crucial to Black communities. However, some argue that the environment has become more toxic over the years. Georges shared her experience on TikTok, leading to widespread support and similar stories from others who had negative experiences.

While some blame economic pressures, others feel stylists deserve more understanding as they navigate demanding clients. This tension is prompting some professionals to share their business knowledge and customer service skills with those entering the industry.

Critics often point to unlicensed stylists, but licensing requirements vary by state and can be financially inaccessible. Hair braiding, exempt in some states, has been a focal point of advocacy by Black women, promoting cultural heritage and entrepreneurship.

Veteran stylists like Isis Brantley and Najah Aziz are launching training programs to educate aspiring hairstylists on techniques, professionalism, and customer service. They believe education is crucial to improving the overall experience for clients.

In the case of Joanna Georges, a New Jersey judge awarded her a $100 judgment plus court costs for her complaint against Alexis Antoine. The resolution came five months after the botched appointment, with both parties reaching an arrangement for payment in February. Antoine confirmed the arrangement but declined further comment.

Georges’ takeaway from the experience is the importance of expecting the best from service providers, treating them with respect while not allowing oneself to be taken advantage of. She hopes others learn to stand up for what’s right and that entrepreneurs recognize the significance of customer service in every business.