Heading Out - Fitzroy (1813 reviews)

Comment

I have been a regular at Heading out for some time but recently have been more inclined to go elsewhere for a couple of reasons. One, while most of the staff are good, some can be a bit dismissive. Two - the upselling component. Staff seem to be more interested in trying to sell treatments, products etc then just giving good advice about what you actually need. And then become a bit uppity if you don't take any of the products mentioned. I will contrast this with an experience at another salon where I was looking for a good leave in antifrizz type product. The staff member selected a few items, went through what each did and then tried them all out on my hair. Result - an informed decision and a good customer service experience. Service and good advice first would make me more inclined to believe that what you are pushing is in fact something I need rather than an add on. So - ask what I need, suggest different solutions etc. If this is commission based for the staff it is having a counter productive effect as there are now staff I would prefer not to deal with. Finally, at a recent very expensive colouring and blow wave appointment, I was appalled to see on my quote that I was going to be charged $21 for a fringe trim. The trim itself took, literally, 30 seconds. Thankfully the hairdresser saw reason and didn't charge.

Comment

I had a dreadful experience. My appointment was at 12 and I had a call at 11.30 saying they were running late and could i come at 12.20, and then 12.40pm. I agreed. I got there at 12.40 and checked in. I was still sitting there at 13.05. Eventually Clara came down and on the way upstairs she told me saturdays were always crazy. I explained that i had been waiting a long time and she just kept telling me the system was broken, I was really annoyed. I had my wax which was fine and then agreed to the dermabrasion but the experience was ruined as i was not relaxed. when I went to pay the guy on the desk apologised and I only paid 50% which was very appreciated but it was really not great. I will try again with the other therapist but the system needs fixing!

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I had a fabulous haircut and colour but they charged me almost double the quote that appeared online in the automated booking system which was confirmed by a follow-up phone call - they did say it was approximate and may cost "a little bit more" to which I agreed. But then midway through the service as I sat there drinking Rose with wet but nicely coloured hair, I learnt they had almost tripled the price from approximately $240 to $650. There was no discussion about charging more and I was not aware of requesting any additional services. I certainly had not agreed to any extra fees and had not booked their most expensive consultant. I managed to negotiate the price down to nearly double the quote - about $460 - but left there feeling totally ripped off. I overheard somebody else complaining about a large price increase while I was there and was told of another similar case prior to mine. Although I liked their new automated booking system initially, it clearly didn't work properly and I hope they fix it before other clients are left as disappointed as me.

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I WAS NOT VERY HAPPY WITH MY HAIRCUT. I FEEL IT DID NOT REFLECT VALUE FOR MONEY. I HAVE WALKED AWAY AND GONE HOME SLIGHTLY DISAPPOINTED. I HOPE I LIKE THE WAY IT GROWS OUT!

Comment

I have been going to Heading Out for a while now, and it seems that for the past few experiences they seem to be getting later and more behind schedule, which I understand happens, however this time I sat in my chair for 30 minutes past my scheduled time without anyone saying a word to me. I also usually get a coffee while having my hair cut (a small thing I know but I do like it) but no one offered me anything- I know I could easily have asked for it but I had given up caring a bit by then. When I went to pay the amount they were going to charge changed three times. I wont be making another appointment at Heading Out, not because of this one experience, but just a few I have had in the past that are consistent with this.

Comment

Waxing lady was very nice but slow. Technique was more painful than with other technicians.