Live True London Vauxhall and Nine Elms — Attraction in London

I'd like to clarify that the rating given here is not a reflection on the colour artists; on the contrary, Joe (who did my hair last time) did a terrific job, and I wouldn't hesitate recommending him to anyone.

However, the manner in which the admin staff is conducting themselves at this place has left such an unpleasant mark that I don't think I will ever come back here again. A few months ago (almost a year ago now), I was running late to my appointment. My bad. But instead of, for example, downgrading to a simpler service like toning or glossing as opposed to balayage (due to lack of time) upon arrival I was informed by reception that they already booked someone else in my slot -- despite the fact that I had payed for my treatment in advance. Now, generally, I think advance payment policy is justified in order to protect business revenue; I even think it's okay for a salon to make additional profit by booking someone else IF the customer has confirmed that they have to miss their appointment (which I did not. In addition, it took the receptionist at least 10 minutes to even notice I was there waiting to check in, because she was too busy upselling previous customers the care products on display). The receptionist, of course, stated that she tried to reach me "just now", and supposedly the call went straight to voicemail -- would it perhaps indicate that I was on the tube, rushing to get there? (Or perhaps not, if there is an opportunity to book someone else in).

Anyway, since I booked my appointment via treatwell, I was told to contact them about a refund inquiry. Which I did. I was informed that the manager (Adam) had agreed to reschedule my appointment, which I was happy with. But for some reason, I could only do that by calling on the phone and speaking to him directly. Which would have been fine, except that every time I tried calling, he wasn't available.

After the salons have reopened post-covid, I sent an email with screenshots attached confirming that the appointment I was due to be rescheduled for still has to be arranged; the reply from the salon was that since my original appointment was too long ago, they won't be offering neither refund nor a new appointment. Which, again, would have been fair enough, if I had been informed at the time that the offer to reschedule my appointment was actually "time sensitive".

NEVERTHELESS, despite all of that, I ended up getting a toning there about a month ago -- I needed something done on a short notice and I was in the area, so I thought I'd try for a walk-in because I was confident that the quality of work, at least, would be good (like I said before, Joe did excellent work. Thank you Joe). When having my consult about a longer-term colour solutions, I was even thinking of upgrading to a more expensive service for next time. And I figured it was worth asking about the unused credit again, because surely they would be willing to keep a paying customer who still stuck with them (even for just a toning for now).

Surely not... and there's more. When I spoke to receptionist at the end of my visit (I was asking her to check Joe's availability in the coming weeks so that I could make a note in my calendar straight away -- I always worry I let these things slip), she quite rudely asked me why don't I pay first. Almost as if that previous outstanding credit was ME owing THEM for my previous appointment. I was quite stunned to hear an unjustifiably snide remark like that thrown my way, not to mention, I was never going to just like, not pay -- previously mentioned was a separate issue that had to be worked out with a manager (who was, once again, not there), and there was a clear understanding about that.

As someone who has had experience working in all kinds of customer service environments, I will say this -- if the owner of the salon is reading -- consider a serious review of your admin staff. They simply do not reflect the excellence, customer care, and hard work delivered consistently by your...

I recently made the decision to explore the services of Live True Salon Brixton, influenced by their appealing content on Instagram that suggested a reputable establishment. However, my experience turned out to be rather disappointing.

Upon my arrival at 11:35 AM, I was informed that the stylist assigned to perform my desired balayage was indisposed due to illness. I conveyed my situation, explaining that I had undertaken a considerable journey from Kent and was in need of an immediate resolution. Despite my understanding of unforeseen circumstances, I expected a more accommodating response considering the inconvenience I had endured. The alternative offered was a rescheduling at their Vauxhall branch at 1:30 PM. While an olaplex treatment was extended as a gesture of goodwill for the disruption, I found it insufficient to address the substantial time and effort I had invested in my visit.

Further compounding my dissatisfaction was the revelation that a promotional offer for olaplex had already been dispatched to my email. This raised concerns about the authenticity of their efforts to rectify the situation.

Upon arriving at the alternative location, I meticulously communicated my requirements and preferences, accompanied by reference images, emphasizing the avoidance of a yellow undertone while aiming for a naturally illuminated effect. Despite my detailed instructions, the stylist recommended an ashy tone, asserting that it wouldn't exhibit any yellow tint. Trusting their expertise, I assented based on a sample image showcasing a light brown ashy hue.

However, my confidence was shattered when the final outcome did not align with expectations. Not only did the process consume an extended duration, encompassing my time until approximately 8 PM, but the resultant coloration was significantly removed from the intended outcome. The initial yellowish appearance was compounded by an inconsistency with the promised natural aesthetics. This deviation left me dissatisfied and discontent.

To exacerbate my frustration, I encountered further delays during my visit, waiting for an extended period of around 20 minutes. Given the substantial investment of time and finances, this proved to be an additional source of disappointment.

In my attempt to address the evident discrepancies, I was informed that corrective measures could be implemented to darken the tone, in response to my concerns regarding the yellowish hue. However, due to work commitments, I could not afford the luxury of sporting an unsatisfactory appearance. The subsequent modification did provide some solace, but my overall confidence in the outcome remained precarious.

After my departure from the salon, my apprehensions materialized as the yellow undertone resurfaced post-hair wash. This was particularly disheartening, especially considering that the motive behind this transformation was to bolster my self-assurance, a goal that was regrettably not attained.

In the aftermath of this disheartening experience, I've been inundated with promotional emails urging me to recommend the salon to others in exchange for supposed discounts. Regrettably, my experience falls far short of being conducive to such endorsements.

In retrospect, this incident has led me to conclude that the salon's service quality is subpar, accompanied by exorbitant pricing. The apparent lack of customer-centric focus has eroded my confidence in their dedication to client satisfaction. Furthermore, an additional charge of £64 for toner and root shadow only contributes to my growing disappointment, as these adjustments remain indiscernible to my perception.

In summary, my encounter with Live True Salon Brixton has been characterized by a distressing blend of underwhelming service, misrepresented outcomes, and a general disregard for the clientele's well-being. It is my candid assessment that, under the current circumstances, I cannot conscientiously recommend their services, even to the most unfavourable of...

Not truly suitable for covered women.

I booked this salon at the recommendation of a friend who told me they catered to her as a woman that wears headscarf. Given I live locally, I was keen to treat myself to a haircut after having had a baby this year. However when arriving there was a mix-up with my booking: firstly they mixed my name up with someone called Sara (my name is Zahra) and assumed I was an hour early for my haircut. No one double checked with me and left me waiting for a full 30 minutes before they realised they had my name wrong.

Secondly, after waiting 30 minutes they realised that they had booked me in with a male hairdresser! This is despite there being a note on the system to say I required a female attendant. I had specifically booked over the telephone to avoid this issue and was shocked at this level of professionalism, despite being assured they could cater for me beforehand. So, at this point I was told I had to wait another 30 minutes until a female was free to do my hair. By the time I had my haircut I had been in the salon for a full hour waiting, worrying about my child which I had left to be cared for in what was supposed to be a relaxing afternoon.

The partition system was a simple divider which was broken and old and to be honest the hairdresser had to struggle to put it up to adequately screen me from the opposite sex. Joselita was lovely and did my haircut and wash for me, and was friendly and attentive to my needs. I have no problem with the haircut itself but with the management.

Additionally, the partition screen they use needs to be updated and can be bought cheaply from Argos for less than £20, I am shocked they are using such an old dilapidated screen in a high end salon, and making hairdressers struggle to balance this. Given that modest women come in many faiths and have money to spend I am surprised that they say they cater for us but frankly this was not reflected in my treatment on the day. I was considering getting my hair dyed but given how the set up is in terms of feeling adequately screened I would not feel comfortable to stay there for hours waiting for dye to develop with some old rickety screen that can topple over at any moment. I would not go back for this service and recommend women to go to Tony & Guys who will properly shield you and some branches even have a private room so you can sit comfortably whilst you get your baleage. Joselita was lovely and was trying to tie material onto the pillars in between mirrors to cover me, but this should not be how the set up is for covered customers. Given the price of my haircut and blow dry (£105) this is not cheap and I expected a better service. I did not find it relaxing and was rushing to get back to my baby.

The ladies at the desk did nothing to reconcile the experience I had, they did not offer me any voucher or discount for future cuts for the experienced I faced and this leads me to have to warn other women that I don't believe this salon truly caters to Muslim, Jewish or Christian women who choose to cover. Save your money and go to another salon like Tony & Guys and you can get a cheaper haircut and also dye, and feel comfortable the whole time, be booked with a female and be...