I was recommended to go to Cats, and I deeply regret it.
From the beginning, I clearly communicated to the colour specialist what I wanted and repeatedly stated that I did not want highlights. Despite this, I was told multiple times that highlights were "the only way" to achieve the look I wanted, even though I showed a video reference and continued to explain that this was not what I wanted. I was repeatedly dismissed and pressured to "trust the process."
The result was devastating. I ended up with one of the worst colour and cuts I've ever had. My brown roots were completely visible, which makes me question what was being done during the appointment, and my hair was left with a mix of uneven colours--orange, silver, and red. The cut was also poorly done. I was visibly distressed and crying, asking them to help fix it.
Instead of showing care or accountability, the staff were cold, defensive, and unkind. They protected each other rather than listening to me. The manager told me she "disagreed" with my opinion that the results were unacceptable and was patronising and condescending. She even brought another staff member- a TRAINEE hair stylist - over to judge my hair colour, spoon fed what to say and repeat the exact same words they kept on telling me before. while blaming me and claiming I hadn't communicated properly--despite the fact that I had been communicating clearly the entire time.
There was no apology, no empathy, and no effort to genuinely help, even while I was clearly traumatised by both the outcome and their behaviour. Eventually, I was refunded for the colour but not the cut, and then told never to return--something I would never do anyway after being treated with such disrespect.crying then shaking the whole time, hoping they fix what they did to my hair.
If a salon is not trained or confident in working with a client's hair, they should be honest from the start instead of insisting they can do something, wasting the client's time and money, and causing emotional distress.
After leaving Cats, I immediately went to another salon. They fixed the cut, and it already looks significantly better. They also confirmed that the colour I originally asked for is absolutely achievable and manageable, based on photos of my hair before--something Cats insisted was not possible.
This experience was not just disappointing, it was genuinely upsetting/ traumatising. I would not recommend this salon to anyone who values clear communication, professionalism, and basic respect. read more