Michelle Louise - Balham Reviews
214 Balham High Road, London, SW12 9BS
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264 reviews
Went in for a full head of highlights and didn't initially receive the result I had hoped for as the colour was too brassy. I called (within the 48 hours specified in their Terms and Conditions) to ask if it was possible to come back in for a toner, and was told to come in and they would fix it. The toner did improve the colour and I was happy with the result; however, I was then asked to pay £53.
I was under the impression that the toner was being applied to correct an initial result that I was unhappy with, rather than as an additional or optional service. This was not communicated to me before hand and when I queried the charge I was actually told "Well you didn't ask" - which I found extremely unprofessional and rude. Seeing as I had already spent £192 on the highlights/cut (which didn't turn out as expected), the fact I was met with such dismissal was particularly disappointing.
I was told when getting the highlights that I didn't need a toner. I was then criticised when I returned because I hadn't said anything to the stylist initially. This upset me, because if a hairdresser tells me I don't need a toner, who am I to question it? - they certainly know more about hair than me. It was only once I got home and saw my hair in the light of day that I realised it wasn't right.
I feel it is unfair to be charged for a corrective service when the need for the toner arose due to the initial colour result, which was not what I had asked for or expected. As this outcome was not caused by any action on my part, I do not believe I should be responsible for the cost of correcting it.
Furthermore, in the Terms and Conditions, it clearly states that "Extra charges for extra services [...] are at the discretion of your stylist. You will be informed of any extra charges before the stylist begins this service."
It is the salon's responsibility to clearly communicate any additional costs before carrying out a service, rather than placing the responsibility on the customer to ask. In my experience with other salons, corrective services carried out to address an unsatisfactory outcome are usually provided free of change, as part of ensuring the client leaves happy with the final result.
The website states "We are committed to building a long lasting relationship of trust and commitment to each and every one of our highly valued clients always recognising their personal needs." Safe to say I do not feel valued and I am deeply disappointed.
Such nice atmosphere and lovely cut by Urata
Styled by Urata Misini•Ladies' Haircut & Blow Dry
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Amazing cut and blow dry from Urata! Always does a fabulous job and really friendly too.
Styled by Urata Misini•Ladies' Haircut & Blow Dry
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Pete was amazing. Listening to what I wanted and gave advice on what he thought was best for my hair type. First time in this salon and I’ll be coming back
Styled by Pete•Ladies' Haircut & Blow Dry
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Great experience as always! Lovely salon, felt fantastic when done.
Styled by Urata Misini•Ladies' Haircut & Blow Dry
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