I thought Lorraine and I understood each other but the results were far from what I expected. The perm is extremely curly and frizzy, and nothing like the perm I already had and wanted again. It ended up taking far longer and costing extra than I was told and it was physically painful. I wasn't warned about this at the start. Staff were talking negatively about a customer in front of me. The outcome is permanent so I'm gutted. I haven't been able to reach Lorraine to talk about options.