Please don't say" it will grow back"!!!!!!! (Toni & Guy)

Member Name: bluedawn99

Product:	Toni & Guy
Date:	08/06/06 (2188 review reads)
Rating:

Advantages: struggling to find one....ah, will save on water washing hair!!!!!

Disadvantages: no more easy ponytails or updo's for the summer :-(

I have been a customer of Tony and Guy for many years, I have highlights and cuts there and I can say I have always been a happy customer, Part of the reason that I use this chain is that I always felt that the name gave me some guarantee of the standard and quality of service that I have become used too. I find them on the higher price scale of Hairdressing but consider it is worth the results I have previously had. I am used to a good level of customer service, I use the products so you could say I am a satisfied customer. But this is how different the experience can be when using other branches, and it just goes to show that you really should check out the actual salon and not the chain,

my good rating is based on my regular salon.

Yeaterday I went to have a light trim as I have been growing my hair; I went to the Tony and Guy salon while on holiday. I had enquired when I made the appointment as to whether the stylists here were trained by Tony and Guy, I was assured my stylist was. He was not particularly young and working for a reputable chain, I just assumed he would know what he was doing, I had my consultation of about 2 minutes and explained exactly what I wanted which as a hairdresser myself I feel is easily understood, I wanted nothing from the length just the ends trimmed all over and that was all! I could not have been more direct and exact, he agreed that he had understood what I wanted, He then proceed to cut inches from my hair, In a style completely different to what was asked for, as I watched his hap hazard styling I became more and more nervous about his ability, I had to point out to him that the length on each side was completely different, he tried to correct this but it was clear to see it was not even, I finally asked him to please stop cutting anymore. I paid and left and was charged for the cut at the highest stylist rate. 38GBP

When I arrived home and examined the cut it was quite simply the most disgraceful display of hairdressing I have seen, Trainees achieve a higher standard of work, It was so uneven, almost 2 inches longer on one side, I decided I could not leave it that way and returned to the salon to complain, he insisted he could put it right even though I requested someone different, I am sorry to say I agreed to let him, he could not even notice the difference in lengths, arguing that I was imagining the difference and tried to explain it away by saying that he did not cut that part of my hair the previous day, he actually complained about his own parts of the haircut and blaming my last hairdresser, after another shocking display I eventually walked out. My yesterday shoulder length hair was left short, in no style in particular, it is still quite noticeably longer on one side than the other and my ponytail now resembles the docked tail of a small dog!!! I do not consider myself to be vain but I do take a lot of pride in my appearance, quite honestly I just cried when I returned home and looked in the mirror.

I decided I did not want to face this same stylist again so I phoned the manager to request at least a refund, I was informed that it was not company policy, and after asking for the details of how I should pursue a formal complaint he persuaded me to return and at least let another stylist take a look at my hair, It was agreed by the 2nd stylist and the manager that it was a well below standard haircut, it was one inch longer all over one side with absolutely no texture. I was offered either a refund (it was that bad!) or a damage limitation cut and a colour as form of compensation, which I am accepting as I could not walk around with no style, my colour is blonde on top dark underneath which does look kind of stupid on such short hair!! Seeing a much more experienced stylist who was understanding and professional gave my frayed nerves a little comfort, She has styled me, it is a very nice cut in fact it almost the same as it was 2 years ago, she was very sympathetic, now I have to start growing my hair all over again, I will have the in between length struggle to look forward to again but on the Brightside at least hats are back in fashion!!!

I am so annoyed with myself for letting this guy talk me into re-cutting my hair, this was entirely my fault and it was because I felt sorry for him! I doubt he is feeling sorry for me right now. An apology would have been a nice thought, If there is a lesson to learn it is go straight to the Manager when you are not happy. I even contemplated whether or not I should complain, this is such an English thing. I know this experience has definitely affected my faith in Hairdressers, and as I said before I am one! Maybe I should know better but I still like to believe that there are stylists out there who can honestly listen to what the customer wants and take pride in their work. Has it really come to the point where we need to see certificates and references before we trust our appearance to a Stylist? Where are the quality controls in this Industry?

I know that you cannot blame a whole company for one bad hairdresser but it does make a big impact to your confidence when you have been affected by ‘The disastrous haircut” I and need time to heal!

I would recommend to anyone going for the first time, to be prepared to have maybe something more choppy than you expect, that was always the reason I liked going, it's also a good idea to see how they do other clients hair, it will give you a good idea how they work. it is the funkiest salon on the high street, but also it is just a salon with good and bad stylists, You just have to find the good one and stick with them.
or alternativly when you see someone on the street and you like their hair, ask them for their hairdressers number!

Summary: shocked that this could happen at Tony and Guy, this was a style Director not a trainee!