Hi Donna, thank you for your review. I have reviewed the footage and the barber you were assigned to also had a kids booking at the same time. We apologize for the mix up, however, it was never mentioned that it wasn't your usual barber. I have also reviewed the footage during and post haircut and I can see your son giving the barber a fist pump and nodding that he was happy with the haircut. The owner then spoke with you and your kids at the counter and asked if everything was all ok and there was no issue being brought up. If there is an issue, it's best to bring it up on the day so we can ensure your son goes home happy. As a small business, we pride ourselves on our excellent customer service. As you mention in your review that it is "usually great", it's disappointing that we don't receive a good review when it is "usually great" but then if you're unhappy once, you hit a small business with a bad review. We never want any child going home unhappy with their haircut, however, thankfully hair grows back! We wish you and your family a Merry Christmas and a Happy New Year. Take care.