Frankie Salon South Yarra — Local services in Melbourne

I hate to be the person to leave a bad review unless I truly feel it is necessary, and I tried to communicate as much as I could with the salon privately first to resolve it prior to this. Sadly, due to the problem still being unresolved (and now me being ignored), I am forced to leave this.

After spending 4.5 hours at the salon and $453 later, I had high hopes for my first experience at Frankie’s. While I appreciate the salon's visual appeal and the team's effort to accommodate me with a last-minute cancellation slot, I must make you aware of my total devastation with the outcome of my hair and the customer service received afterwards.

I showed a mood board of inspiration and made it clear how I had my hair done previously at a different salon and loved it but sadly he was on holiday and could not fit me in this time. Hence, why I ended up at Frankie’s salon instead. All I wanted was a bit more of the blonde to brighten it again, as it had dulled.

To provide context, my brief was: Brighter and lighter blonde lived in highlights (brightened and enhanced) Creamy, champagne, vanilla tones, which are currently trending, with a shinier finish Avoidance of any brassy tones and stripey highlights My natural dark roots to be left for a lived-in look, allowing me to still wear my hair up

Regrettably, the reality fell far short of my expectations: My hair appears a much darker shade than before (I am not sure how this is possible!). This is incredibly annoying as I have been on a blonde balayage journey and now I feel back at square 1 being dark. My hair is now extra damaged as he used to bleach (and dye for the roots) The tone is a very odd, brassy, goldy, gingery, reddish colour. The shine and “bouncy blow dry” was non existent My roots were dyed with dye left around my forehead

The outcome bears no resemblance to the images I provided as references for my desired look. It was evident and I was very much in shock to be honest. I hoped it was a lighting issue!

Throughout the treatment, there were multiple red flags as the hairdresser openly told me he didn’t know the colors or the range well, as he hadn’t used them previously. He also told me he didn’t usually deal with glam and was used to more of a “shaggy” style. He also used dye on my roots which he didn’t need to as I requested they be left my natural color for a “lived in look”. The dye he did use also stained my forehead..

I had this done specifically for my holiday and my birthday as I was going away and obviously didn’t have time to return again within the same month for a fix. The salon quickly responded at first and they did kindly offer me new times, but only during my work hours, and I shouldn’t be expected to use my annual leave for this. We couldn’t align because I needed an evening or weekend appointment as I hadn’t planned to spend another 4.5 hours in a salon in the same month. I was also limited due to trying to work around my holiday commitments. Plus, I felt it would have absolutely wrecked my hair to have added even more bleach within such a short timeframe.

The 3-week mark approached and they suddenly told me about a 3-week policy which they failed to mention before. I asked for this to be extended as a gesture of goodwill given the circumstances so we could make a suitable time work, and they didn’t. They expected me to suddenly be available whenever worked for them, rather than accommodating me.

Because of this, I kindly asked for a refund instead, and they simply ignored me on multiple occasions from there on. To then ignore me thereafter was just dreadful customer service, to be honest.

So here I am, now leaving this bad review about my hair, the process, and the customer service too. A total nightmare experience to be honest. Given the significant investment of time and money, I am incredibly saddened by the outcome and the deviation from the initial consultation. I hope no one else has to go through this because it can be truly damaging to hair, confidence and...

Had quite a unpleasant experience at Frankies, which to be honest is a shock to me as the reviews I saw looked quite amazing. I arrived to my appointment 6 minutes late so I do take responsibility for being slightly late but not ridiculously late that it would impact the service I had booked, which was a Half Foil and Toner as I had a major event on the coming weekend interstate in Sydney. Upon entering I was told I am late and they may not be able to do the services I asked, which for a first time customer is appalling as I called up to say I will be running slightly late and assumed from a logically perspective that 5 to 6 minutes would not affect this.

Yea on this, I was already a little taken back but I suggested I am happy to leave if the service cannot be completed, the lady then went and spoke to her team member and came back to tell me that it should be fine and sat me down.

After my hair was completed it looked great and the colour looked nice. Couple days later (3 to 4 Days after my appointment), a family member who owns her own hair salon inspected my hair and noticed that

1. My Roots were not fully coloured correctly

2. Lifting the top part of the dyed hair, underneath a lot was not dyed and only a T Section was done not a half foil

I was charged over $330 for the service and they unethically provided a T section and not what I had booked and paid for without mentioning anything to me. I then called and spoke to I believe who was the manager who rudely told me no refunds, which is not only unethical but illegal to offer to a complete no refund policy. She suggested I come in to fix my hair which was impossible as I was in Sydney and kept referring to me “not being happy with the colour” in the email which wasn’t the concern, it was the fact that the salon overcharged me on purpose and completed only a T Section. After a couple back and fourths I was only provided a $50 refund which is disgusting as I had to urgently find another salon in Sydney to fix my hair for an event which turned out to be a surprise birthday.

Worst of all I was not apologised to once during this

Edit in response: Clearly you have no decency to admit fault and apologise just shows the level of lowness you will go to personally attack me online. I have provided few high reviews in the past, but like most tend to review after bad experience, but the manager decided to purely pick on my negative reviews despite having positive reviews and act as if I am attacking the salon to make myself feel good. Frankies is the worst experience and treatment in my entire life, I would never have responded but after being attacked online like this calling me self-loathing when you were at fault 100%.

Furthermore, the initial conversation where I asked for some refund, I wasn’t even apologized to for their mistake or a simple sorry even though you had messed my hair up when it came to providing a T Section and going ahead and charging me for half foil shows that you may fool others in the future who may not know better at the time. My mother took my phone and never ‘yelled’ but rather directly asked for compensation of some sort or refund as you charged me more than what you actually did, you suggested I email you with evidence. I had to urgently find a salon in Sydney to fix my hair prior to my event which ended up costing. You were refusing a refund when you overcharged me and your only defense is that I was 5 minutes late to a 3-4 hour hair appointment is beyond hilarious.

I sent through an email with photos, also mentioning im happy to take my case to ACCC as its against consumer law to have a no refund policy but it’s possible manager is not aware of basic consumer law. Nowhere in my review did I personally attack Frankies, but moreso shared my experience and in return I was personally attacked online for an error on YOUR part. Shame of you and your treatment...

I’ve sat in the backseat of a 1990s Ford Fiesta. Don’t get me wrong, it’s an iconic car but god, its backseat is a brutal ride. That’s where my life sat when I walked into Frankie for my appointment with Amy V.

I hadn’t entered a salon in years and due to some unfortunate life stuff, my hair was an abandoned mop of long, thick and cruelly bleached balayage.

In my previous years, I was fortunate enough to enter some of the top salons in Melbourne and now, I wanted to meet Frankie. In my urgent need for self-rebuild I wanted an appointment fast and the available hairdresser was Amy V, a young fresh-faced newbie in Melbourne. I said to Amy, do what you will, I need help. Amy looked at me, asked a few simple questions and said, leave it with me. She showed me an image of an exquisite cut and colour and I thought, golly, if she can do something half as good as this I’ll be happy.

It was work, lots of work and Amy didn’t stop. Not once did she comment on my head of disaster and instead, settled my nerves with presence and authenticity. When I wanted to chat Amy was real and honest and then supported the moments of silence. She read the room beautifully.

Towards the end of my appointment I closed my eyes. I wanted the surprise in full.

Her hands left my hair and I opened them. That can’t be me. That cannot be me. I could barely hold the tears. This could not be me.

What Amy did was beyond the image she’d shown me. My hair was tailored so well that in a dream world, I would’ve been born with it. A cut that complimented my face in an effortless way I’d never thought possible and the colours made my red-tinged complexion and tired eyes disappear. I looked, very naturally, years younger.

Amy. Your passion and care has redeemed my sense of self and has opened the door to a confidence I’d long forgotten.

Going forwards, Amy V’s front seat is the only one I’ll sit in and by god, that Frankie...