Lush Hair Salon — Local services in Huntsville

This was one of the most disappointing experiences I’ve ever had with a business.

I called and scheduled an appointment with Lush for a balayage and haircut, which is a rather lengthy process. I informed the girl on the phone that I was new to Texas and excited to find an aveda salon. I told her my hair hasn't been done in over a year cause I’ve relocated from a shutdown state. Their process to sign you up for services is detailed, you fill our forms and have to send pics of your current hair. I had multiple phone calls from them to get an appointment time nailed down (they had to move me twice). Upon arriving to the salon the girl let me in and lead me to the waiting area. When the stylist arrived she told me I needed to wear a mask. I politely told her I can’t as I have a real medical issue that prevents me from wearing a mask for long periods of time (i.e. a 4hr hair appt). I told her if it was an honest issue with them that I was happy to leave. She said she needed to ask her manager. The manager came out and gave me the same talk, which I responded in the same manner again stating I was happy to leave. They decided it was fine for me to stay as they had enough room to accommodate me and their other clients. The stylist was very nice, as was the manager. After sitting in the chair for 10mins coming up with a plan for my hair the manager came back over and told the stylist “John wants to talk to her” (I assume John is the salon owner, but I was not told this). I spoke with John over the phone, he told me it wasn’t fair to his other clients to make an exception for me and that I needed to leave.

Now for my complaint: if masks are their policy, great, but they should have told me LONG before and ended up in the chair and the stylist was getting started on my hair. I talked with their employees multiple times over the phone, was never informed. None of their forms include their covid polices. I made it in the door and to the waiting area with nothin said to me. It wasn’t until the stylist came to get me that something was said. Then even after I expressed I was happy to leave they said “no it’s fine because of your medical condition” . So to then to have them change their minds during my appointment is probably one of the most unprofessional ways a business could have handled this situation.

I left there feeling humiliated and discriminated against! I truly felt bad for the poor ladies at the salon being jerked around with policy and for not being properly trained on protocol. If they truly have a mask policy, how did I get in the door and to the stylist prior to anyone saying anything? If they truly have a mask policy, why was I not informed over the phone when the girl scheduled my new client appointment? If they truly have a mask policy, why do none of their new client forms include their current covid-protocols? This seems too coincidental to me that I made it through all those steps without ever being informed.

I would like to add to this for any readers: Texas is currently open and mask mandates have been federally lifted for anyone vaccinated at the time of this situation. Yes, businesses are allowed to set their own protocol (I understand and support this) and am happy to respect their policies when communicated.

0/10. Would NOT...

This place was amazing!! In the past, I have regularly experienced anxiety going to salons (loud noises, lots of people, strangers touching my hair, general over-stimulation) but not at Lush! It was soothing, quiet, and relaxing as soon as I stepped through the door. My colorist was Abby and she made me feel so comfortable, I didn't feel any pressure to converse but instead had great relaxed on and off conversation all day, and I was there for 7 hours! She even put Netflix on to a show she knew I would enjoy after talking to me a bit. Because of a health concern, I'm unable to use the rinsing sink to get my hair washed normally without pain, and she worked with me to make the experience as comfortable and pain-free as possible. Normally after a trip to the salon I'll have a migraine and my head will be sore to the touch for a few days, but I had NO PAIN after! That was a first! On top of all that, the chairs at the rinsing stations are massage-chairs for an extra treat-yourself experience. Plus the whole salon is so cute, I felt truly pampered all day. If a comfortable, relaxed, and soothing environment is important to you, this is the place to go!

Now onto my hair. It's perfect😍. 👐💗Abby is an artist, y'all.👏 Lush policy is to be very thorough in getting to know your hair--how do you care for it, style it, what dyes have you used--it can feel intimidating at first, like oh man, are they going to judge me for using box dye on my hair twice before I came here 👀 😅 but no! I never felt judged or criticized. They truly want to give you the best experience and hair possible, so tell them everything you do, down to the box color # and brand! This will help them correctly mix the color to give you your desired results. Again, I was there for 7 hours!

Abby really put in the effort and attention to give me my dream hair, and she did y'all. My hair is a mermaid's dream kind of blue. 😍 Plus Norma gave me a fantastic cut. From years of bad childhood cuts by a parent, I'm always so nervous to give my trust over to someone else to cut my hair but Norma was patient and assuring and she 👏👏 delivered 👏👏!! Thank you Lush, Abby, and Norma for such a wonderful experience, y'all are amazing and I'm so happy...

I have looked and looked for a stylist... Decided to try Lush. I sent a photo of what I wanted, a cut and frost! So looking forward to my new look! Tired of the brown hair.

Well, my appointment was at 10:15..... 5 hours and $149 later, I walked out with a cut that looks nothing like what I wanted or the photo I sent, and guess what? My hair is still brown! A little lighter, but certainly not the frost I wanted or paid for! Her excuse was it didn’t come down like she thought it would. I was expecting white hair so you know my shock when I saw a piece of my hair fall over my eye! Brown hair! And 5 hours of that repetition music just about drove me nuts! I personally believe, she used a lighter hair coloring, but I could have bought that at the beauty shop store for $7.99. I am a previous cosmetologist, so I do know what I’m doing, it’s just been a while! She also blamed the fact that months ago I put on a washable coloring to cover my gray. I will NEVER SET FOOT IN THIS PLACE AGAIN. I have photos of what I showed her/wanted and what I got If anyone wants to see them! Maria was my Beautician and I do not recommend...