East Dulwich (Mobile) Forum

Hairdresser

So, I went to a hairdresser yesterday that I have been going to for a number of years in ED. I like most of the staff and their service and tip generously. However, I had a really bad experience yesterday/today and am so disappointed I wanted to share and see if I'm being unreasonable.

I was having my roots covered so pretty standard fair, although to my surprise the colour came out bright orange (I have dark hair). The stylist said she'd fix it for me but since I had to pick up my daughter, I couldn't hang around and had to make an appointment for the next day to get it fixed. As I left they asked if I could settle the bill which surprised me considering they bodged up my hair and inconvenienced me by having to come in the next day (a day off I'd booked off work to spend with my daughter). I said I'd rather pay the next day when they fixed it but they said it was their policy which made me feel very ackward as if I had intended to do a runner!

I have now had it fixed but was surprised that they didn't offer any compensation for the inconvenience. Not even a small gesture. I've been a loyal customer for a long time and despite this no regard for the inconvenience of spending 1.5hrs of my day off fixing their mistake.

Won't name and shame but am curious to hear if I'm being reasonable?

Needless to say I won't be going back!
No you are not being unreasonable, I would expect a discount at the very least, though I would expect that many places would forego a fee entirely given the inconvenience. In fact, I had a similar experience once and the salon offered me a free follow up visit. I also get really annoyed when people quote 'policy' improperly - it is your policy to make customers pay for services that have not yet been delivered? I would have refused, but I appreciate these situations are so awkward at the time, especially as you still want them to help you rectify the problem and not leave you with orange roots.

Personally, I would write to the salon to complain about your experience. If that doesn't work then I would name and shame!
I was told to send the owners a message on their facebook page. Thing is, it feels like I have been fobbed off - why could they not give me the owners email? How do I know the owner will answer and not them?

What really surprises me is that the service levels in the salon are usually very good. Their marketing is also equally good.

Do I send the facebook message or try tracking down the owners?

I'm really annoyed as hate to be let down when I have been so loyal over the years.
I honestly would NEVER go back!

I think it would be appropriate to name and shame in this situation too, that's so out of order
You should not have had to pay at all in that situation. In fact they should have offered you at least an extra free colour in the future.

That's appalling.

I wouldn't go back, I would ask for a refund (at least) and I would probably name and shame as well.

Not because of the original mistake (though that shouldn't have happened) but because they asked you to pay for a crap job.
So, I contacted the owner via facebook as they had suggested in the salon and she immediately messaged me back and rang me this morning. She reassured me that this is not their policy, apologised and said as she had been away on holiday suspected the stylist I spoke to had gone a bit rogue.

The owner handled my call really well and was very understanding.

Thankfully they have another branch not too far away and I can continue to get the fab hair colour there without having to face the stylist in question who clearly has no common sense when it comes to customer service.
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Edited 1 time(s). Last edit was august 11, 07:36am by rebecca02.

claoud9 Wrote:

So, I contacted the owner via facebook as they had
suggested in the salon and she immediately
messaged me back and rang me this morning. She
reassured me that this is not their policy,
apologised and said as she had been away on
holiday suspected the stylist I spoke to had gone
a bit rogue.

The owner handled my call really well and was very
understanding.

Thankfully they have another branch not too far
away and I can continue to get the fab hair colour
there without having to face the stylist in
question who clearly has no common sense when it
comes to customer service.

I hope you came away feeling suitably compensated Claoud9

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