Pure Salon — Local services in Montreal

Now before you read this, keep in mind that this is North American Salon of the Year...Now for the review. This evening I received a call from my younger sister who was in tears because her hair colour was a mess.

The back story is that she went in to remove the black hair dye that she had so as to slowly transition into her natural light brunette colour. During the consultation she was told in would take two hair removal treatments and would cost a little over 140CAD.

During the process,she was told a third treatment would be required at an additional 50CAD to which she agreed.

She has spent almost 5 hours in that salon chair and left with her hair still damp because she was the last customer and they had no one to blow dry her hair eventhough that would have been charged separately.

As you probably have already guessed, the moment her hair dried she was taken aback by a thick patch of orange in the middle.

But that's not the best part...

The best part is when she went in to ask for a partial refund and was spoken to as if she is a child and herself at fault.

I don't know who gave her the idea to turn on voice recording on the phone but it will now defenitely become a valuable piece of proof of their poor customer service. Too bad an audio recording can't be attached here.

But just to give you an idea;

Client: I am not happy with my hair, it has strands of orange.

Manager: But orange is only visible in the daylight

Client: My hair is supposed to look normal regardless of what type of light there is

Manager: Its not that bad,really

Client: Really? So you think this was worth coming to a salon and paying $320?

Manager: We are a business

Client: I am going to have to go to another salon to correct my hair tone now and that means I am going to have to incur additional costs. Hence, I want a partial refund please.

Manager: You should have thought better before dying your hair that color and how you were going to rid yourself of it.We can have the stylist try and correct your color but our policy does not permit us to refund.

Client: No way am I trusting you again with my hair

Manager: There is nothing else we can do. You are going to have to leave.

This could go on but the bottom line is that the manager in the end said that she will need to talk to her boss who will only be available on Monday.

My sister insisted they call their 'boss' now to which the manager said ok and went into the backroom only to immerge after a minute saying the boss was unavailable till Monday.

I believe it will be obvious to you too that no calls were placed and it is ridiculous to even suspect that a boss will be unavailable for two days straight.

What if they had a way...

Disappointing Service

I visited Pure Salon today, having booked an appointment for hair color, treatment, and a blow-dry. Due to an unforeseen urgent issue, I arrived late and, understanding the constraints, requested to adjust my appointment to just a blow-dry. The hairdresser assured me it was not a problem and that they could accommodate all the initially planned services despite the delay.

However, the experience took a turn for the worse post-treatment. After finishing my hair color and treatment, the hairdresser abruptly informed me that he could not proceed with the blow-dry as his next customer had arrived, leaving me with wet hair. Seeking assistance, I turned to the receptionist, who dismissed me rudely, insisting that it was not his concern and directed me back to my hairdresser in a manner far from professional.

Upon returning to the hairdresser, hoping for a resolution, I was confronted with sheer indifference. The hairdresser, in a careless manner, told me to dry my hair myself, stating he couldn't attend to it. This level of service is not only unprofessional but also disrespectful, leaving me in a situation that one would hardly expect from a reputable salon.

I am thoroughly disappointed with my experience. It is bewildering to witness such a lack of professionalism and basic customer care. This behavior is unacceptable in any service industry, especially one that prides itself on customer satisfaction. while the technical execution of their services may be adequate, their customer service leaves much to be desired.

I hope by sharing my experience, it prompts Pure Salon to reconsider their approach to customer service. No customer should have to plead for a service they booked or be treated with such disregard.(I paid 300 dollars for the service and I was willing to pay any...

I've been debating so long to write this because it pains me to have to complaint to this level but I have had THE worst experience! I saw a beginner stylist thinking he had graduated and had competencies and some kind of experience if he is going to charge $50 for a cut. Furthermore I was not going in for a cut but a clean up - just cut the back of the neck, as I have to let my hair grow out and my bob did not resemble a bob any longer. The sides did not need touching nor the bangs. Well, not only did he cut the sides but he cut them UNEVEN, its embarrassing!! Its so bad , I have to put my hair behing my ear on the right side. To top it all off, he dried my hair but my neck was still damp by the time I left the salon. Really damp! He never checked. He kept drying the top, wanted to use a flat iron, put hair spray..... I had noticed that he was shaking at the beginning but I brushed it off thinking I was over analysing, scrutinizing....I should have listen to my inner voice that screamed Get Out Now! Well believe it or not I PAID for this hair cut and I never should have. My mama raised me well I guess. Its a busy salon, I'm sure there are a lot of competent stylists but I don't understand why they let someone with so little experience and direction cut people's hair !

October 3rd: I had a call from Mary, one of the assistant mgr, and she offered to have my cut redone, which I gladly accepted. Well, let me tell you: night and day!!! Cynthia was my stylist and she is one talented hairstylist!! Many thanks to both of you ladies, Mary and Cynthia. I am very, very pleased with today's cut and I believe I will be going back to see...