Live True London — Local services in London

To who it mat concern.

My appointment today (3rd of July) was originally at 12 of which I had received a phone call to say the person has called in sick. I was told " I can rebook you to next week Wednesday " of which I had explained that I had taken the day off to do this.

I was then told I could have an appointment at 1 same day (today) of which I had agreed.

Arrived!

I am highly disappointed with the experience I received today as I waited over an hour today for my hair appointment!

13:00 to 14:17

I was told by recpetion that the stylist was running 15 minutes late as her current client had really long hair and was just going to blow dry.

Me - worries as these things can happen, I did not have a problem with that but 15 minutes went by, still running late and no further update. I was left sitting there waiting and wondering!

In-between all of this whilst waiting, all I could hear in the back round at reception talking and heard a gentle man saying "she's been waiting for an hour already" (me) and mentioned about customer service. The stylist who was appointed to me did not look as if she was bothered. ( She wasn't really interested in providing good customer service ). ( going back and forth to the reception desk, knowing I was waiting and she was already running late. I had no idea why the stylist was going back and forth?

Over an hour goes by - still no update.

I see the stylist and current client get up and taking a few pics together, again there was no hurry in the world or even to say to i have a client waiting, have to go etc.

The stylist gave more attention to that customer , than me.

Eventually 14:17 was told to come over.

Finally on our way to go to the sink , the stylists client that she was with , stops her again, to have a chat whilst again I am waiting !

(Baring in mind running late , taking pics and chatting away to this previous client. Etc )

I did not end up having the full balayage as I requested when I made the booking on the Wednesday offer or my roots!

The impression I was getting from the stylist was because possibly she was in a hurry , already an hour late and didn't have a lunch break as I over heard that whilst she was talking to the girls in reception.

Felt all just very rushed and did not want to do the full service I requested. I am the customer , regardless - I am there for what I wanted. Paying customer should get what they have requested?

My roots needed doing, by the service, actions and impressions.. I said I'd just do it myself as there was no chance she was going to do it by her actions etc.

End result leaving just befor 4.

I got a trim , toner , treatment , blow dry. Don't know what I paid £79.00 for.......

I did not feel comfortable and just wanted to get out of there.

I felt like I wasted my whole afternoon to be honest and not to get what I originally wanted.

I was told I'd get a "free hair cut" because I waited so long. Fair enough she did not charge me for the cut! But again , I did not get what I aksed for! I was told that the "The toner was complementary"..........? I made a payment of £79.00 is the toner not part of that?I ended up leaving feeling rushed, annoyed and uncomfortable. The "free hair cut" offer didn't seem like a genuine apology or attempt to make things right, but rather just a way for the salon to avoid taking responsibility for their/her mistakes. Overall, I feel undervalued and unimportant as a customer, and that the experience left a bad taste in my mouth. This made me feel like I was just another client to her/the salon, rather than someone who had taken time off work to come to the appointment. I don't think I will go back there in a hurry or recommend.I have been to the Vauxhall branch before and did not experience anything like I did today. How can you let a customer walk out unhappy and roots not done? Surely a Hair Salon would want a customer to feel on cloud 9 , hair feeling and looking great! The stylist told me over and over it would cost alot more if I wanted my roots done. So from £79.00 to £213.00! That's a...

AVOID AT ALL COSTS!

I had my hair done at this salon over a month ago now and i am still trying to claim a refund for it. My hair was absolutely ruined and my confidence and self esteem has been shattered by the poor service I was given and the lack of care and compasson I received following my bad experience.

I had a balyage with a toner, moisture treatment and a blowdry. Before I had my appointment i stated that I wanted any brassy streaks to be taken out and i showed a reference picture of what i wanted. (This was a picture of my hair previously as I wanted to be realistic) i was told this could work and i trusted this salon to put my vision into reality.

By the end of the appointment my whole head was brassy. I had mutliple different colours in my hair and following this my hair has been left dry and damaged. I immediately contacted customer service regarding this who have been unhelpful and prove that this company does not care about their customers. Ive been consistently ignored by their customer service and when i finally recieved a response i was invited back in for a colour correction.

I stated that i am a student paramedic and im working over 100 hours in two weeks alongside my part time job and university and recieved no compassion other than terms and conditiosn sent to me stating in order to get a refund i had to go into the salon despite me sending clear pictures. I did not initially want a colour correction as my trust had been broken and i really did not want to ruin my hair further.

Eventually as I was forced to go in, i went in to get my refund and one of the stylists convinced me that she could fix my hair. Throughout my appointment she consistently kept bringing another stylist over looking at my hair and trying to figure out what the last person had done to my hair. She repeatedly kept saying it was really bad and i was completely embarassed throughout the appointment knowing that the damage that had been done was probably irreversible.

The stylist was unable to put bleach on my hair due to the damage that had already been done and told me what she was doing was only a temporary fix. My hair was then done the way it had to be done due to the damage not to what i actually wanted in the first place because of what had already been done and i am now forced to grow my hair out to get the colour out of my hair. When drying my hair as i have naturally curly hair the stylist attempted to use a diffuser which would not attach to the hairdryer and kept falling off everytime she would use it. I was then left to walk out with my hair half wet and frizzy.

My confidence has been ruined and my hair is beyond repair. I spent 170 pounds to do my hair and the least i couldve had was customer service and compassion that the one time I wanted to treat myself I had been let down and disappointed now affecting the way I feel about myself when i look in the mirror.

Customer service began ignoring me despite me emailing multiple times. I called the salon multiple times to chase this up where i was told someone would get back to me and still no one has over a month later!

Having a good heart and trust in this salon only made my hair worse and i now have no choice but to leave my hair alone knowing i am not happy with it to repair the damage that has been done!

I have attached pictures so you can all see what this salon really does. Please refund me! The picture of me with my hair straight shows the reference picture of WHAT I WANTED and the rest of the pictures shows what I got. I have also attached pictures of my curls...

I booked my appointment yesterday for 12pm on Saturday (today) and received a call from the salon a while later to ask if I could arrive at 11:30am instead. On my way to the salon today, I was called by the salon to ask if I could push back my appointment to 1pm - I told them I was already on my way to the salon so that wouldn’t be possible.

Upon arrival, I was informed that the person who would be doing my hair was running late as they were doing someone else’s hair, so I would be looking at more like 11:50/12:00. By 12:30 (after an hour waiting) I asked the receptionist when I would be seen, to which I was told “soon”. That receptionist then left, so another 15 minutes went by and I asked the new receptionist who told me that the person doing my hair has “stopped messaging” her.

Another hairdresser in the salon told me they would do my hair after finishing their current client. An hour and a half later the lady does my hair - she was really lovely but I could tell that she was doing a rushed job as she was also cutting someone else’s hair and doing a blow dry.

Mid way through applying the bleach to my hair I was told it would cost me £20 per pot in addition to what I had already paid - which was not told to me previously. The lady told me she’d give me one pot for free as I had to wait a long time for my appointment - but in total she applied 3 pots to my hair, meaning I had to pay an additional £54 for the bleach and toner on top of what I had already paid through Treatwell - which was never explained on the app.

I had also paid for a balayage, to then be informed I had received baby lights instead. I could also tell that the bleach was left on my hair for a lot longer than necessary. The lady washed off parts of the bleach, leaving it dripping down my neck. I had the towel and gown on, but as you can see in the photos I have attached, it has leaked through and ruined my top.

I contacted LiveTrue about my experience and received a disappointing response:

"We understand that visiting a salon should be an enjoyable experience and a treat, for this we are sorry. We have passed this over to the senior management team, to investigate the matter further and help retrain our team where necessary to ensure this does not happen again.

In regards to your hair, we would like to invite you back to our salon for a hair assessment, so we can evaluate your hair in person and discuss the issues raised further. If you can please let us know your availability we can get this booked for you as soon as possible.

Unfortunately, Live True London will not accept responsibility for any loss or damage to any personal belongings brought into the salon. We take precautions to protect your clothes from colour but we do advise that you avoid wearing expensive items of clothing whilst in the salon."

I asked to speak with someone from Live True directly - they have since stopped responding to me.

Very...