Heading Out - Fitzroy (1813 reviews)

Comment

Lovely friendly staff but would have loved a super quick consult on my haircut as most days are bad hair days for me with this style. Even the girl drying my hair shrugged when I commented that one side seemed different to the other...she seemed to agree. I was surprised that I was charged extra for literally 3 snips of the scissors to take off 5mm of hair on my fringe at the end of what was essentially a colour treatment. I left feeling unhappy with the result and very surprised at the final cost. My hair will most likely settle down in a few days.

Comment

I find it unacceptable that despite being charged >$300 you are now applying bank charges to BOTH credit cards and EFTPOS payments, and with no warning. EFTPOS transactions cost businesses next to nothing and yours is the first business I have ever encountered to apply a surcharge to such a transaction. Given the average cost to customers of every visit to your establishment is quite high already, it is inconceivable to me that you have any need to pass on these bank fees at all. It's not like you're a cafe with huge numbers of card transactions per day. I have been a loyal customer for well over 10 years. Visiting your business is generally a treat and it's almost my only indulgence, but this move has given me real pause for thought. You can do better than this.

Comment

Bit disappointed given that I booked a long blow wave online with a price of $89 ($50 deposit paid at time of booking) however when I finished my appointment i was up for an additional $102 without any discussion prior to! So ended up paying $152 for a service that was meant to cost me $89. Whilst the stylist did a great job, that’s not good customer service!!

Comment

While I am very happy with my current colourist & stylist, there are some aspects of the salon that I find annoying. I think the rewards system very vague. I find it annoying that every time I have gone to redeem points for a service, there is always a reason that I can't use them. I had accrued a lot of points last year and tried to redeem them and couldn't only to find that the next time I went in they had all been wiped as they had expired. There is never any notification that points are due to expire. At Toni & Guy they always encourage you to use points. I must also say that the overall morale of staff doesn't seem to be overly high and this is reflected by the high turnover of staff there seems to be at my salon.

Comment

Went for a manicure and hair colour and style. The hair component of the appointment went well, no issues and good service. However as can be seen in the picture the manicure was a disgrace. I should not have been charged at all from the state my nails are in. I know the girl offered to fix them but I had not got the time nor the patience and I wanted my nails done for a function I'm going too the same night, however now all I have time for is to hopefully remove the mess as quickly as possible. The picture says it all really very disappointing.

Comment

There was something really wrong with the organisation today. I’m not sure who coordinates staffing and their calendars but there was a problem today. On previous occasions , Helen has been absolutely excellent: professional, extremely competent, friendly. But this time she was rushed off her feet, seemingly overworked and stressed. It looked like the floor was understaffed. Several clients were having to wait, which put Helen under more pressure. I am upset at the thought that your management treat staff this way. It is absolutely not ok to expect your team to work at 150% for hours. They weren’t stopping for water breaks and possibly ended the day with a headache. Not a good start to their weekend after a week of work. If there aren’t enough clients on week days, overbooking on weekends is not the way forward as it ruins the experience for staff and clients. Also, clients can tell when staff are talking publicly about something of frustration. Does not make for a relaxing vibe. Specifically, the following were an issue for me: - did not receive a curtesy call about how late you were. I sat down, waited for 5-10 mins and was told by reception that you were going to be 30 mins late. I said no, that I wanted to leave around 5pm. I was then told it was a mistake and you were not running late. - hair wash started about 4:25-4:30pm. Hair cut started 4:40pm. - Helen was stressed and had a short fuse (don’t blame Helen for this if your management and organisation was poor). - I did not receive the blow dry I asked for. In my opinion this was due to Helen having been overbooked so that she could not do the styling herself, instead a junior team member tried (who understandably seemed to be slower and less skilled than Helen). - at 5:30pm I advised Helen that I needed to leave asap. She joined the junior team member to dry my hair more quickly . I left at 5:40pm and was late to my own function.