Heading Out - Fitzroy (1687 reviews)

Comment

More training for junior floor staff in how to speak to clients. I did not appreciate derogatory comments about my iphone ('iphone 4, I remember that!') or being called 'dear' repeatedly by the person attending to my refreshments and hair rinsing/washing. Call me by my name, or if it is not remembered (fair enough, people attend to many clients during the course of the day), ask me what it is. The other staff were completely professional and polite.

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.