HOB Salons
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The worst customer complaint attitude
Like some of the previous reviews I had the worst experience, in-fact it was traumatic. I have had serious foot injury and subsequent surgery and after 3 months was down in the dumps and was looking to upgrade my hair colour and cut. I had a consultation with a senior colourist and felt we were on the same page. I had asked that I wanted it all done on a Thursday and why I was given consultation with a colourist who didn’t work on Thursday is beyond me. They said it did not make a difference!!! I spent 31/2 hours in the salon to colour my roots, have highlights put in and cut and blow dry. I spent around £200 pounds!! I had specifically asked for light face framing highlights and definitely not caramel tones.My hair ended up exactly how I didn’t want and the balayage that I had walked in with got ruined!!! At that time I was in agony and thought it will look better in daylight. I was happy with the haircut!! I was very unhappy with the colour when I viewed it in my own environment and my husband and a friend said it was much darker!! I rang up to inform that I wasn’t happy. I was told to wash it and it will lighten up!!!! I insisted I needed to come in and have some correction done!! What happened next was highly unprofessional from a salon which charges top west end salon prices!! One feels the minute you complain everyone becomes defensive and confrontational! They have miscommunication in that place. I was accused of not turning up on time and they couldn’t fit me in!! They were wrong on that count. When I went in I felt most uncomfortable as they were all standing there watching looking at each other, rolling eyes, sniggering and I had to tell them there was not a show going on. It was a Monday afternoon and not busy at all. They were still insistent the colour was fine and it will fade. They gave my hair a good wash and rough dry and that was the solution. Nobody was prepared to listen! I am a 67 year professional and I have worked in medical field and handled complaints. The whole experience left me with a very high blood pressure, a stress rash which I showed them, my foot in agony as I still haven’t recovered and walk with a boot! Instead of showing any empathy or kindness or even a solution they did not want to listen, and were extremely rude. They accused me of being rude and said they had captured it all on CCTV. My rudeness was in response to their attitude and making me feel like I was being a nuisance! I have never heard of such CCTV threats and after washing my hair and a rough dry they asked me to leave. Please please avoid this place at all cost. They have not got the trained staff or creativity they once had and their customer handling is appalling for this day and age!! First time I have written bad review. I believe in resolution and discussion!!