HairHub by Falcone (744 reviews)

Response from HairHub by Falcone

Dear Anonymous, As the founder and owner of Hair Hub I want to personally respond to your comments and concerns. Firstly, thank you sincerely for taking the time to share your most recent experience, and I am very sorry we were unable to meet your expectations on this occasion. Your feedback is respected and greatly appreciated as it is paramount to maintaining the high standards we require of our team, thank you! As I am sure you can appreciate in these unprecedented times, health and safety guidelines in regards to business operation during this pandemic are at best hazy and at worst contradictory and fluid from day to day. Nonetheless, we are attempting to remain open and adhere to the guidelines as required to the best of our ability. To this end our current policy and procedures include, but are not limited to the following.   Staff to remain home if they are experiencing any possible symptoms. Maintain good hygiene and cleanliness throughout the salon, including not shaking hands, covering mouths while coughing or sneezing with a clean tissue or elbow. All workstations are wiped down with antibacterial spray after every client, and all staff to use hand sanitiser and/or wash their hands with antibacterial soap and warm water upon arrival, frequently throughout the day, and after every client. Note, we usually have a hand sanitising pump at our reception desk for clients upon arrival, however, we had ran out on the weekend and supply was back-ordered. It has been extremely difficult to purchase sanitiser, and have just enough for our staff. The Shopping Centre has sanitiser stations on level 1 but they also seem to run out often. Supply is an ongoing challenge. Maintain the social distancing guidelines, including occupancy not exceeding 25 persons within our 100 square metre salon, every second station to remain vacant, and keeping 1.5m distance where possible. Additionally, as of Tuesday the 24th of March 2020 we now have signage outlining the above throughout the salon, as well as placing a placard on each station confirming it has been disinfected once it has following each client. Essentially, the sanitising of the stations and chairs is done soon after the client's services are finished. Further to your concerns, masks to this point have not been required or recommended and nor have they been available to us, (but not for a lack of trying). We are not sure how much longer we will be required to remain open, however, regardless we have now been able to source masks and as of nextMonday all of our staff will be required to wear them. Furthermore, they will also be required to wear protective latex gloves. As for the assistant's hair touching your face while washing your hair, although I am sure it was unintentional, I agree it was unacceptable and have used this opportunity to reaffirm to all staff their strict adherence to our policies and procedures, and good common sense, must be absolute. In closing, I can assure you that myself and every member of our team, in addition to maintaining our high standards of service to our clients and community during these incredibly trying times, takes the health and welfare of our fellow staff, our valued clients, and everyone's families very serious and is of utmost importance. Thank you again for sharing your concern and valuable feedback, and again I'm sorry we were unable to meet your expectations on this occasion. We would hate to lose you as much valued client, and hope my response, actions, and assurances will restore your confidence in myself and the Hair Hub team. If you have any questions, or further concerns or recommendations whatsoever, please do not hesitate to contact me personally on salon@hairhub.com.au. We wish you and yours continued health and the very best in these difficult times. Gino Falcone

Posted on 27 Mar 2020

Response from HairHub by Falcone

Hi Isabelle, i cant begin to tell you how much your beautiful words meant to my team. Yes these are trying times but I have the most amazing team, each are individuals but share one thing in common and that is they are great people and amazing hairdressers.. Kim is amazing! So talented and so humble. The day we hired Kim was a good day for Hair Hub..:) stay well and stay safe! We look forward to seeing you next time and thank you again..

Posted on 20 Mar 2020