I don't like the customer service I received at this salon, especially after paying $700+…read more
Before going to Thao, my hair was essentially virgin hair. I had gotten very minimal babylights elsewhere the month before, but my hair still looked almost completely like my natural dark brown. I went to Thao wanting more dimension while keeping my dark brown base and something low maintenance.
I ultimately liked my color after it was corrected, but the overall experience did not match the price. Thao can do good color, but the result is only one part of the experience. The lack of patience and communication, physical discomfort, and how I felt asking normal questions are why I'm sharing this.
During my appointment, Thao had very long nails and was extremely aggressive when handling and raking through my hair/scalp. It genuinely hurt. I was visibly uncomfortable and developed a bad migraine. I told her it was painful, and her response was essentially that using her nails made it easier for her to work. I tried to be understanding, but I don't think I should have had to tolerate physical pain during a $700+ service because a technique was easier for the stylist.
My initial color was much more ash/gold than the brunette result I pictured. I explained during the consultation that I wanted brown and was open to warmth; I just didn't want to look like I have red hair. After my first wash, it became noticeably lighter and my hair felt extremely tangled. I reached out because I didn't like the color and wanted advice on my hair's condition. Thao offered to tone it darker and warmer, and the correction was much closer to what I wanted.
I asked a lot of questions throughout this process, both in person and through text. I don't think there's anything wrong with that. It was my first time seeing her, I spent over $700, and I wanted to understand what was done to my hair and how to maintain it.
I didn't go to cosmetology school, that's why I'm paying a professional. I'm not automatically going to understand levels, formulas and toners. I believe part of a premium service is explaining these things with patience and empathy. Instead, I often felt like I had to pry answers out of her. Her communication sometimes came across to me as dismissive and condescending, and I felt like my questions were an inconvenience.
After the correction, our communication seemed a bit better. I liked the result and told her I wanted to stay consistent with her.
She also voluntarily shared some of my color information, including that she lifted me to a level 9 and toned me with 6N and 6NB Shades EQ. This matters because I later asked for more detailed toner/root melt information for my hair history.
I live/work in San Diego and travel back and forth, so I couldn't return to the Bay Area every time my toner faded. I wasn't trying to box dye my hair or stop seeing her. I liked the corrected result and wanted the information so another stylist wouldn't have to guess if I needed maintenance while away.
Fast forward a few months: I'm back in the Bay Area and have an event this week. I needed a toner refresh and was on a time crunch, so I contacted a few stylists about availability, including Thao.
Thao responded that she didn't think we were the best stylist/client fit and didn't feel comfortable booking me again. That's completely fine. She has every right to choose who she works with. I had already contacted other stylists and didn't specifically need her to tone my hair.
I had concerns about my original experience that I chose not to publicly review because I liked my corrected hair and intended to continue seeing her. I gave grace to things that made me uncomfortable because I hoped our communication would improve over time.
Now that there will no longer be a stylist/client relationship, I've decided to be transparent so potential clients have another perspective before spending this amount of money here.
Hairstyling is a service profession. Clients are trusting you with their appearance, hair health, hundreds of dollars and hours of their time. Talent matters, but so do kindness, patience, communication and empathy, especially at premium prices. There are other salons where you can receive beautiful work, sometimes at a better price, with kind and detailed customer service.
If you prefer to let your stylist take the lead and don't ask many questions, your experience may be different. But if you ask questions, want to understand what's being done to your hair, or want guidance between appointments, my experience is worth knowing before spending $700+.
Both things can be true: I liked my corrected color, and I did not enjoy the experience of being her client. For me, good hair alone wasn't enough to justify the price, discomfort and customer service. I'm happy to take my business somewhere I feel more comfortable, respected and welcomed.