Heartless Ink
Amber Helene Müller St. Thomas
2026-07-24T18:29:48.219Z
This four star review is specifically about my experience with the front reception desk, not the artists or the quality of their work.I had an evening consultation booked with Heartless Ink, but on the day of the appointment I was asked whether I could come in several hours earlier. I found this unusual, particularly because the studio’s website asks clients to provide notice when changing or cancelling appointments. Although some of the deposit and cancellation policies seemed stricter than those I have encountered elsewhere I understood that these policies were intended to protect the artists’ time. For that reason, I was surprised to be asked to modify my own appointment at the last minute.My schedule is extremely booked.We then tried to reschedule for a later date in August, but I was told that I would only be able to come in on Fridays, which is very difficult for my busy schedule.During the text exchange, I was wearing headphones and using Siri to read the messages aloud. Because of my disability, the messages were coming through in a jumbled way without me realizing it, and I mistakenly assumed that I was communicating with an automated system. When I explained that I was having difficulty communicating with what I thought was AI and said I would try booking another time, the front desk administrator went out of their way to tell me that I was “confused.”I found that response unnecessarily rude and dismissive.My professional background is in visual art and administration, and I have served as the head of administration for several organizations and companies. In my experience, speaking to a client in that manner is neither appropriate nor helpful. Had I spoken to a client that way in one of my administrative roles, I could have faced serious professional consequences. I had been polite and accommodating about the last-minute request to change my appointment, and there had been no pattern of behaviour suggesting that I was going to be a difficult client.As a disabled person, I may occasionally misunderstand something, especially when assistive technology is not working properly.Being confused is not a crime and does not warrant rude, entitled or condescending behaviour. A professional response would simply have clarified that I was communicating with a staff member.At the time of this exchange, I had not seen the negative reviews that mentioned AI, so I did not understand why the administrator reacted so strongly or spoke to me so rudely. Now that I have read those reviews, I better understand why the subject may have been sensitive for the studio. However, I want to be very clear that I was not accusing Heartless Ink or its artists of using AI to create their artwork. I am an artist myself and I do not believe that is how the studio produces its work. The images online of the studio's work does not look like AI to me.I am required to use AI based tools regularly when doing commercial marketing and administrative work, and these tools are already embedded in much of the software that businesses and regular people use every day. Because of that, I did not consider mistakenly referring to the booking system as AI to be an insult or accusation. I simply believed I was having difficulty communicating with an automated system and explained that I would return to the booking process another time.Unfortunately, the front desk administrator’s response left me feeling that I would not be welcome or treated patiently at the studio as a disabled person who might on occasion be confused or require clarification. I hope Heartless Ink will conside providing its administrative staff with additional guidance around professional, accessible and respectful client communication.