Botched colouring results in terrible customer service, dishonesty and lack of professionalism…read more
I left the following review on facebook where this salon responded with passive aggressive condescension, which has motivated me to repost my review here too:
I'm leaving this review because my girlfriend is too polite to leave a negative review.
She went for a cut and colour costing £55.
After they finished her hair they informed her that a trainee had done her hair, first time doing that kind of colouring. They should have asked her permission for that before starting.
This became very apparent when she came home and had a proper look which showed glaring mistakes. You can see the photos I posted on their facebook or google reviews. We feel sorry for the trainee. It was the manager's fault.
To their credit the cut was fine, but the trainee had left hard lines where the dye ends and it is very noticable to anyone looking from the side or back.
The colouring doesn't blend in with her hair and simply doesn't appear natural. Definitely not worth £55 and could have been done better at home.
All of her friends agreed she should go back and complain.
The worst part is that the manager checked her hair and pretended it was totally fine, charging full price while knowing it had been botched. This dishonest attitude became more and more apparent with hair city. It's the managers job to admit the mistake and provide a refund. Not hope the customer goes away and doesn't notice.
So my gf went back and they agreed to try to fix it.
They tried to blend it in with the botched blonde colour but you can still see the harsh lines and a lot of the blonde was taken out. Which basically left her with her usual natural colour plus crappy highlights.
They took 2 attempts at fixing it. At least they tried. So after a total of more than 6 hours sitting around at hair city, she ended up with a colouring that she'd rather do without.
Also, highlighting their poor customer service, whilst rushing the job, they also narrowly missed her eye with hair dye, but luckily it landed on her eyelashes. Instead of apologising for not paying attention they just laughed.
So she went back for a 3rd time. They lied and pretended there was nothing wrong and tried to make her feel awful about even bringing up the issue.
Upon asking for a partial refund they simply refused, with quite a bit of hostility and tried to shame their customer saying they'd used a lot of product on her..
They claimed they had fixed it, but it wasn't fixed at all, only lacking in colour now too.
So in the end they had called their customer a liar, shamed her for raising the issue again, refused even a partial refund, no discount offer, nothing except offering to have yet another go at it.
But of course at that point they had made it very awkward and they knew fine well they couldn't really fix it. And who wants to spend another few hours sitting around for botched highlights?
So you should be aware of their dishonest attitude, lack of professionalism, and all round poor customer service.
It's all fine when things go alright, but it's when things go wrong that it matters. That's where they come up short.
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So hair city replied to my review with what amounted to passive aggressively calling me a liar and condescending to me. Telling me "im sorry to be reading this as i seem to remember it differently", how about being sorry for pretending the colouring was OK when it was awful and you still charged full price? And then had the gall to deny a refund. "youre our first negative review in 20 years"... and? is that supposed to make me feel ashamed too? The same way you tried to shame your customer for politely raising an issue with her hair?
I can only imagine the amount of other customers who have been too polite to leave them a negative review.
In their response, they ignored the key issue which was their dishonesty from start to finish, instead the manager focused on essentially calling me a liar.
They agreed it was botched, so why charge the customer full price for a botched job from a trainee? And then deny a refund when it was clearly not fixed? Which we also have the photos to prove.
Of course upon receiving a negative review, hair city immediately calls in the cavalry of friends, relatives and even their own staff to leave a bunch of 5 stars in the hopes of covering up my review. Soliciting reviews in this manner really shows how dishonesty is a recurring theme with this salon. Laughable.
Theyre the type of people who, when you're unhappy with their poor work, they'll cause you stress, give you the middle finger as soon as you turn your back and gossip about you for the rest of the week.