What a racket. The manager has a real attitude problem too. When I made my appointment for a dye, wash and cut, i had to argue with the person on the phone for several minutes about what date it was. I honestly nearly hung up because of the way he was speaking to me as I'm not great with confrontation. But I really wanted a professionaI, high quality job. I got several snappy responses about "my mistakes" before he finally agreed what I was saying was true and he was in the wrong. I assume he was looking at the wrong month or year. I didn't get an apology, we simply moved on to the booking. I get that everyone has bad days and makes mistakes, just don't be an obnoxious ass about it. I wasn't being difficult and if you work in customer service, you need to be better at conversing and negotiating these interactions if you want repeat customers.
I was not given the various price options for a cut, but was charged the 2nd highest of 4 price options. Apparently it was my responsibility to specify which I wanted as otherwise I'd be slotted into the next available option regardless of cost. Convenient for them that it was so expensive. Fine, I didn't check myself but honestly, I was still a bit rattled from the earlier difficulties and just wanted to finish up and get off the phone.
The cut was fine, nothing special and certainly not worth £60, but fine. This is what we have to deal with as women. It was the dye job I had issues with. I wanted to cover my grey and explained both when making the appointment and with the colourist, that I had box dyed my hair for years but now wanted to start having it done professionally. She topped up my roots and left me for about 20mins before my hair was washed.
I had booked in for a full head colour, but she advised doing the roots and colour matching would be fine. She is the professional, so I went with her advice.
I then moved to the guy cutting my hair. As I said before, this was fine. I was happy enough with the cut but it was a really simply style. The issue is, that big chunks of my grey hair had not been dyed and this would gave been obvious to him as he blow dried my hair. He said nothing. He did call the colourists over to check, who also said nothing. He the proceeded, with a straight face, to change me £115. I'm not well off at all, this was a massive treat for myself and I'm honestly appalled I was allowed to leave the shop like that.
The huge issues with the dye job were raised by family members later the same day, at my sister wedding. That was a fun experience. When I drove back to Cardiff yesterday to complain, the manager immediately tied to downplay the problem and prompted me to come back for a correction. When I said I wanted a refund, he said "We don't offer refunds". Hmmmmmm, the 2015 Consumer Rights Act begs to differ. 'If there is a problem with your purchase, you're entitled to a refund whether you bought it online or in store." You cannot and should not tell customers you don't do refunds and Toni & Guy head office need to ensure the manager of their Cardiff salon understands this. When i pushed on with my request for a refund, explaining I would never return to the salon again due the the standard or service, the manager attempted to dismiss my concerns as trivial by stating "come on, it's not that bad". I really had to push him before he finally agreed. 10mins later I finally had confirmation that i would be refunded ....it took him a while to get the computer to work for him.....probably because he is so unfamiliar with the process. You know, because they don't do refunds. How many people gave left unhappy with results in the understanding they aren't entitled to a refund?
Really disappointed with the whole experience and will never again book into a Toni & Guy salon. I will also tell as many people as possible not to bother either. read more