A dreadful experience - beyond disappointed - go somewhere else instead!
My experience has been like an unlucky Groupon voucher special, as opposed to a fully paid up valued client at a top Sydney salon.
* An Unscrupulous Business
* Arrogant attitude of staff with underwhelming service
* Very poor and rude communication
* Lack of professionalism
* Intimidation by staff
* Uncaring attitude and unwilling to take responsibility for their bad time management.
* Making excuses, shifting blame and would not take responsibility for their slackness.
I was a new client required to pay upfront.
My foils were delayed due to the hairdresser looking for a 'quote'. He was unprepared for my appointment.
I was told he would leave me for 45mins for foils to develop. I left the salon for 15 minutes and was scorned for this at a later date.
Mid hair package, I was asked to come back the next day, in front of a group of salon employees who were hovering around the exit, waiting to go home.
Had any mention of this possibility been presented, I would not have booked.
I received no indication my hairdresser was running behind time until this point.
I was aghast and felt intimidated to agree to this.
After agreeing a time for the next day, I left the salon as quickly as I could as I felt upset.
My hair was wet and my foiled colour had not even been checked.
The next day, I returned at the agreed time to find the salon was closed!
I had not been informed.
On the phone I was spoken over, unheard, and my negative experience was minimised.
I received no apology or effort to find a reasonable solution.
I was expected to rearrange my day a second time, to suit the salon, later in the day - outrageous!
I informed the receptionist this did not work for me and requested a full refund due to the atrocious service.
I was reluctantly offered a partial refund for the hair cut & blow dry I did not receive.
Astounding.
After nearly 2 weeks, the Owner Jules sent me a fob off message via staff, shunning responsibility for the poor service and blaming me for the bad timing, stating 'It's a professional requirement that our clients to remain in salon whilst we perform any service especially a colour services and this problem is why we are now in the situation we are now in'.
Yet again, I had not been informed of this and have never experienced this aggression and control at any other salon.
To add insult to injury, I had to listen to their untrue 'Happy Hair Guarantee' whilst on hold during numerous calls to Lily Jackson seeking closure.
It took 3 weeks to reach an unsatisfactory resolution of a partial refund for the haircut that I didn't receive, and I was informed to go to the ombudsman. I felt this was a situation they were very familiar with and was given responses staff were well practised in giving.
The salon manager Nikki told me that she completely understood how I was intimidated to leave the salon by staff, agreed that communication by staff was unacceptable. I was appalled at the way I had been treated and she understood why I was so upset, saying my experience should never have happened. No offer of righting their wrong was presented to me.
Lily Jackson did not attempt to make good on their 'happy hair guarantee', I was not offered any compensation and the salon refused to give me a full refund. What an unethical, uncaring and irresponsible way to do business. read more