Supernova Salon Murooj — Attraction in Municipality of Olaya

To the Owner of Supernova Salon in Riyadh,

I am taking the time today to express my deepest dissatisfaction with the horrible service I received at your Supernova Salon, particularly at the Marooj branch. I feel compelled to share my experience so that others are not subjected to the unprofessionalism and lack of customer care that I faced. If I can give a “0” star for my latest experience, I would. But there is no option here for that.

First and foremost, your branch managers, Amani (Marooj) and Cherine (Olaya branch) are in desperate need of training in basic customer service, leadership, and politeness. There is a clear absence of professionalism and courtesy at your establishment, and it's clear that no one at these locations know how to treat customers. This experience was the last straw, and I will never return to your salon. I will also ensure that my friends and colleagues know to avoid Supernova Salon at all costs.

I have been a loyal and regular customer at the Olaya branch for nearly two years, frequently trusting my hair to the greatest stylists both Senobia and Aileen. Unfortunately, during my last visit on August 8, 2024, neither of them was available, and I had an important event that evening. I was placed with Lizzy from the Murooj branch, and it was a complete disaster from start to finish. Lizzy is by far the most incompetent stylist I have ever encountered.

I requested a root package (555 SAR), which included a treatment and blowout, and it was supposed to be a 3-hour service. Lizzy then suggested I add a toner to adjust the so-called brassiness in my hair, but I was adamant that I did not want to lose my highlights or the blonde color I had recently paid a fortune for in New York. Lizzy assured me this wouldn't happen. However, after almost 4 hours of service, my hair was a patchwork of uneven colors, and my highlights were ruined.

Lizzy then attempted to "fix" her mistake with a clarifier, which only darkened my hair and made the situation worse. To add insult to injury, I was charged an additional 285 SAR for the clarifier—something I never asked for and that Lizzy had to apply because she messed up my hair in the first place. I left paying close to 900 SAR, almost double what I came in for.

At this point, I was beyond frustrated. The supervisor at the Murooj branch, Amani, didn’t even acknowledge my obvious frustration and dissatisfaction. There was no concern for the customer—no effort to rectify the mistake or apologize. I left feeling completely disregarded.

Immediately, I reached out to Cherine, the branch manager I had known at the Olaya branch, thinking she would help. To my shock, she showed zero empathy or concern. She asked for pictures of my hair, and when I sent them, her response was, "I like your hair." This disgusting attitude was unacceptable. It's my hair that was ruined, not hers, and her response was completely tone-deaf. Instead of offering any solution or apology, she asked me what I wanted her to do, as if it wasn't her job to find a solution. She clearly has no idea how to handle customer complaints, and I was left feeling unheard and uncared for.

It is appalling that Cherine, a branch manager, lacks even the most basic skills in customer service, leadership, and communication. She is wholly unqualified for her role, and it reflects badly on your salon's reputation. If Supernova Salon has any interest in maintaining its business, serious attention needs to be paid to the training of its staff, starting with Cherine.

I have taken my business elsewhere, effective immediately, and I am informing my friends and colleagues to avoid Supernova Salon. We also had a corporate account with you, which I personally initiated with Cherine. That will be canceled as well.

If you, as the owner, would like to discuss this matter further, I would be open to speaking with you, but as of now, my hair remains in a terrible state, and my overall experience with your salon has been an absolute nightmare.

Sincerely, A Formerly...

This place is an absolute gem full of wonderful human beings

I'm honestly here to warn people not to come here. They ruined my hair color and quality completely and right before my wedding. The good reviews are fake.

Full story: I came in with golden warm blonde hair asking for a root touch up, keeping my hair the same with brighter pieces in the front to make it shinier and blonder. After 6.5 hours and over $700 in i came out with dull damaged brown hair with some over toned grey pieces at the end... the salon recognized the major major mistake

I used Aileen's own images from supernova as a reference. I asked why so expensive... I was told I needed a multitude of services including lowlights which I objected against... but they assured me I would need to do all these things to get the results from the reference.... one time only and then it would be cheaper for upkeep.

Well. I had to chop my hair off the next day coz I couldn't brush through it. I had to buy a clarifying shampoo to help remove some of the toner.. and several conditioning masks im using almost daily to repair my hair. The salon is refusing to reimburse me even partially and only offering to do more treatments - and their suggestion is to tone already over toned hair so for sure not accepting! I think it's very important people understand they are not a professional salon and they ruin hair. Do not book here. My hair is ruined and I estimate it'll take a year to fix this fully and regain my hair quality and length.

Ps: there was a woman before me at the same salon who almost left in tears too. This is not an isolated incident + multiple incidents with blondes and the salons price gagging....