Madison Reed Hair Color Bar Flatiron — Local services in New York

Quite disappointed. Arrived at one of the two national flagship locations and for all the marketing material and empowering messages, was surprised to have been met with apathy and aloofness. My appointment was at 11, and I walked in at 10:50. I was told that they’re not open and come back, despite ample waiting area. When I returned, I went to the restroom to discover a toilet seat so loose, I slipped off and fell down. After washing my hands, I come out and a woman was standing there with a tablet in her hand, asking me to sit down for my services. I said “the seat is so loose I fell and I need to fix your toilet. Do you have a plastic knife I could use?” She just stared at me. So I said “never mind, I’ll handle it.” After I tightened it by hand, I washed my hands again, and there were no paper towels and the toilet paper was low. I’m the first customer of the day and the restroom was in no way prepped for customer use. I come out of the bathroom and she silently hands me my robe in the middle of the floor. Later, I see all the other customers taken to the curtained changing area complete with hanger and hooks. They were also offered beverages, etc. she watches me put my purse on the floor, then walks off as I fumble for the robe straps. Expressionless, she tells me to sit down. I have to ask her what her name is (Alexa) confirm the type of service I’ve come for, and throughout the silent and unwelcoming application of color, ask about the process and how it differs from what I might be ordering for home use. She says she’ll show me later. She never does. She didn’t smile once and after the 20 minute wait for the color to take, she comes back and says “move there (and points) someone will shampoo you.” Which is when the great warm and friendly service began. Stephanie introduced herself to me, explained how it would go, checked in with me along the way asking about pressure, and even had recommendations for products for me to use while in the self-service styling space.

Alexa missed the basic steps of not only adequate customer service, but big sales opportunities to enroll me in the ongoing home delivery program for the product she used on me, upsell me on other products, educate me about a pretty new (and now no longer industry dominating) online order hair color company, nor did she say goodbye to me before I left, or even look at my color after it was washed.

At checkout, I explained all of this and was told “that’s unusual and not like us, I can bring someone up to talk to you. “ As uncomfortable as the service was, I certainly didn’t want to relive the experience a 3rd time by complaining to yet another employee. I was charged the full amount, paid (left a cash tip for Stephanie only—-again, she was GREAT), but my shampoo was the only good part of this experience.

I won’t be going back there and unless this color works (don’t know yet, still wet and Alexa had no desire to come see the finished product), I won’t be using this product line. As hard as they market to women of my demographic, you’d think more attention would be paid to the delivery of the goods and services advertised.

Update: my hair has dried and my colorist did not cover 40% of my grays. I’ll be calling the salon...

I wish I could give no stars.

I’ve been going to Madison Reed every two weeks for a long time now. I have always had a good experience except for this last time. I was the last appointment on a Sunday night. When the colorist came to get me and started her consultation she began by telling she couldn’t do my hair because I have balayage and they don’t do bleach. I told her I didn’t want my hair bleached I just want my roots done with the same color I always do. She tried to tell me it would look bad but that’s what I have and like. Then she said they don’t color hair with extensions and my hair was too damaged. I really thought I was being punked. I told her I was just there two weeks ago and I have never had a problem dying my hair with them. We began to argue which was very embarrassing because the entire salon was starring at us. She finally proceeded to call her manager, I explained to her manager what I wanted and she looked at my account and confirmed I go every two weeks and was there two weeks prior. I had my extensions then and have been wearing extensions for years now. My hair isn’t that damaged that dyeing my roots would cause severe harm and it doesn’t get that damaged in two weeks.

The manager agreed and told the stylist to do my hair, she wasn’t happy about it and I had a feeling that I shouldn’t let her touch my hair. After 30 minutes of drama, she finally begins to do my hair and doesn’t even part it, just starts applying the hair color randomly. I thought maybe this is her technique, I didn’t want to say anything more because she was clearly mad and it was already uncomfortable. After she was done applying the color she went to the back then came back and told me it was time to wash. I told her it had been less than 15 minutes and my hair usually takes 45, she began to argue that the alarm had already rang and I didn’t want continue arguing and took her word. The colorist was super rough washing my hair. It was miserable. I was out of the salon in less than an hour, which most of it was trying to get them to provide a service. Two days later I washed my hair and all of my grays were back. It looked like I hadn’t done my hair. I was very upset and called the salon, I swear I was ready to never go back if they didn’t make it right. Thankfully the manager was great and opened a spot for me immediately and redid my hair at no cost. My advice would be if a colorist is refusing to do your hair walk away or ask for...

Trying to be objective and honest, the end product was not bad. However, the process was really uncomfortable. My hair consultant first was getting impatient because I wasn’t clear on 3 options and she talked to me as if I did this all the time. I don’t. She looked at her watch at one point and said ‘in 5 minutes my consultation is over’. Maybe she’s pressured from above. I’ll give her the benefit of the doubt. But I’d didn’t know I had a time limit on making my decision. And no one else was waiting for her. During the lightening process she kept repeating how what she was doing was a special specific never done before approach so she had to consult with someone else quietly in a corner. Whatever. She put in 11 fools. $130. It wasn’t some rocket science endeavor. I resented that she kept repeating how ‘complicated or unique’ this approach would be. It was not an over the top request to get rid of a little of my grey in a natural way. Fine. Again. I wasn’t unhappy with the very sister approach but to tell me her customers go back every 2 weeks for root brush ups (at how much? ) is an insult to my intelligence. Really? Every 2 weeks? I didn’t even answer. Bit honestly the reason I would not go back was not her. But whatever she might have said to the guy doing the blow out. She ‘prepped’ him in a way that when he arrived to me he was aggressive. Literally manhandling my head. Or maybe he had a bad night? He was so over the top rude I really regret sitting there for that. But I needed the blow out for a job interview. God what a mistake. I said ‘ is something wrong? You seem angry’ this was before we even exchanged words!! Sorry but there are so many choices for hair salons in NYC and I chose randomly. But he is the reason I would never go back. He lost your potential hair lightener client. Attached is his blow out. Could have done it myself! Would appreciate a $50 refund . Waste of my time but more importantly, no customer should have to endure that kind of rough approach without a smile....