Toni and Guy
Terrible service and treatment

I have had the worst hair experience ever with Toni and Guy. I had just recently moved and needed a new hair dresser so I decided to go to Toni and guy as they were a good name (or so I thought!) I have dark brown hair and wanted to go a bit lighter, not blonde, a mousey brown colour with maybe a few sliced high lights through it to break the colour up. I took a picture into the salon and spoke to a hair technician who said that it was not a problem and she could do what I was after. I booked my appointment with total confidence. I returned for my appointment on New Years Eve. The colour tech began the process of stripping my hair. I thought this was strange as technically I was staying brown. After she stripped it was bright ginger, and she told me not to worry. She then put a full head of highlights onto my hair followed by a colour in between each foil. I thought this was the brown dye she was adding. After about 3 hours she began the process of washing the foils and colour out. There was a large mirror in front of me at the wash basin and I could notice the look on the girls face as she took out the foils, she looked panicked. She then began to apply more colour to my hair. I knew then that something had gone terribly wrong. When I returned to my seat I could see my hair was bright brassy orange. As she dried my hair I could see the damage. Instead of the light brown I wanted I had bright barbie blonde hair at my roots and a bright fire orange at the ends. It was horrid, it really looked like I had taken a home breaching kit to my hair! I explain that it was orange and not what I wanted only for her to reply 'it was the best I could do'. I was shocked! It was quite late by now and I was the only person left in the salon. 3 staff members were now crowded round me and were trying to reassure me it was the best they could do. I could tell they were lying and even notice the receptionist laughing. Not one of them offered to re-do my hair, I felt utterly humiliated and ganged up on. I paid £158 for my hair and left in tears. I had no choice but to go straight to tesco and by a home dye and dye my hair straight back brown. There was no way I could wait to go back to the salon, especially as it was new years eve and like most people I was going out that night. I wrote a letter to the London head office including photos of my hair and the photo of which I took into the salon in the first place. The response I received was awful! I was told as I had dyed my hair back they wouldn't offer me anything. I then found on the Toni and guy website that you could request there complaints procedure if needed, which I emailed and asked for, only to receive and email back saying they do not have a complaints procedure and to stop writing as they will not refund me my money. I then replied stating my consumer rights and that I would write a formal complaint to the financial ombudsman to which again I had a reply from them saying they will not doing anything for me and basically I caused the problem my self. I can not believe the level of which they treat there customers. I'm starting to think I will never get my money back. My hair is in a terrible condition now, split ends and looks dull and constantly greasy. I can't believe they will never admit they are at fault. Its absolutely disgusting.

Company: Toni and Guy
Country: United Kingdom
Region: England
City: Crawley

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