This could have so easily been a 5-star review if the customer service had been better in the aftermath of my visit. The full head of blonde highlights they did were great, exactly what I asked for and the colourist was lovely, really friendly. However, I was not asked or told about a €25 additional hair treatment that was put on my hair. I thought the price was a bit steep when paying but initially thought it was the full head of highlights as I wasn't sure of the price range. I also produced a 20% off voucher from my employer which the woman at the till acknowledged and said "oh great you'll get a discount with that", except that it wasn't applied at all. I only realised that I wasn't charged correctly once I got home and checked the price of a full head of highlights on their website. They range from €115-€125 but I was charged €140 (bear in mind that this was not including a cut). I just assumed that I'd been incorrectly charged. I received a push notification from the salon soon after via an app asking to rate the visit. I rated the colour and service highly and politely inquired about the price. A text message arrived from the salon the next morning thanking me for the visit but did not reference my previous price query. I replied with the same comment as on the app.
The following evening, I rang them up and queried it again. They advised the extra amount was for the hair treatment that I never requested or was told about and advised that customers are always asked first if they want it or not. I replied that I wasn't informed and I would have remembered if I was. I inquired about the 20% off voucher that wasn't used. The girl was understanding and said that she would check with the manager and I'd be contacted back. It's now been 10 days and I've still heard nothing back.
I've since spoken with some colleagues of mine and they have heard of 2 similar experiences of poor post-visit customer service from the same salon. Both times it involved the customer going back to simply query an aspect of the visit, only to be made to feel embarrassed and/or met with hostility over querying it. Getting your hair done is a service like any other and if you are not happy with any element of that service then you are fully entitled by law to query it and expect a response from the service provider.
It's evident that The Edge Hair Design do not care about their customers enough to actually follow-up on a query/complaint. They say a disgruntled customer will tell 10 people about their bad experience who in turn tell another 10, therefore it's so important for businesses to follow-up on these queries and set the matter right.
As I said, this could have so easily been a great review as I was very happy with the hair colour and service during the actual visit itself. Instead, it's a prime example of very poor customer service from a reputable salon that should treat paying customers with more respect. read more