Toni & Guy

[Rollergirl1]

I had a half-head of highlights, a treatment and a cut today in their Weybridge branch. It cost me £130. I am pleased with the colour and the cut but found the experience totally unsatisfying and will never ever go back there. I usually go to a place in London, and have been going there for 10 years, but couldn't be bothered with the trek in this time.

I don't know about others but I think if i'm going to spend that amount of money on my hair I like to feel like i'm being pampered a little bit. Not here. I didn't get offered a drink once in the 2 1/2 hours I was there. I had to ask for one. Neither of the girls that were doing my cut and colour bothered to strike up any kind of conversation with me. Infact the girl that was cutting my hair spent the entire time looking and listening to the people in the next chair. The girl that did my colour reccomended that I have a treatment as my hair was quite dry. I said fine. The girl who washed my hair didn't do it. I queried it with the girl that was due to cut my hair, she couldn't have seemed less interested. I ended up having the treatment put on my hair sat in the chair and then having my hair cut and having to go back to the basin to get my hair washed again afterwards. Then the girl who was cutting my hair dug a hair clip right in my scalp and was brushing my hair so hard while she was drying it that it kept snapping my head back.

I really feel like complaining. Although I am happy with the end product I think the customer service was appalling. Do you think i'm within my rights to complain despite the fact that I actually like my hair?

Vote with your feet & never return.

Yes complain, you like your hair but the customer service needs improving and the salon manager should be informed and hopefully do something about it.

Toni and guy are rubbish

Hmm I personally really like T&G and the cut of my hair after but if I had had that sort of service I would of complained before I paid. I think you should write an email to the manager or head office.

I have avoided T&G for about 15 years since Leeds, Sheffield, Newcastle and Epsom branches (I used to travel a lot for work!) all took one look at me with a blank expression and said "We don't do curly hair".

Toni & Guy I used to go there but if I wanted something new they would always say " it wont work' and I would always end up leaving a salon like a clone of a woman who left 5 mins before and after me,....

On each of my visits hairdressers would chat between themselves not even bothering to check if Im ok and pulling my hair like crazy...their customer service on most of my appointments was terrible. I never complained ( I wish i had!) but after 2 yrs of paying high prices for a rubbish services I changed my hairdresser and never went back...

Hmmmm I had a very very similar experience with Headmasters Staines and never went back. They were atrocious.

Went instead to T & G in Windsor. I went back every 5 weeks for a semi-permanent colour (£55 per time, thanks just for the colour and not even a proper blowdry afterwards) and after about 8 visits they still couldn't remember my name or what colour I had. On the penulimate visit their computer was broken and they couldn't look up what colour to put on my hair. They expected me to know the exact shade and which developer had been used. In the end they guessed and got it wrong.

The final visit (to strip out the wrong colour and re-dye it with the right colour) I asked them to give me a card with the colour spec written on it. They didn't want to do that, but after the computer failure incident they couldn't very well refuse. I bought the exact colour & releaser myself from a wholesaler over the internet and now I colour it myself. Using professional products now costs about £7 in materials and I don't have to put up with having my hair yanked around, my parting put in the wrong side, or end up with a hideously styled flat on top, sticking out side horror afterwards.

Hair styling seems to be one of those things you definitely don't get what you pay for and goodness knows the staff at the fancier places don't get well paid (which poss explains their offhand attitude?).

That's rubbish OP and yes I think you're within your rights to complain - absolutely! I doubt you'd get any money back, but it might make you feel better and make them buck their ideas up. I've tried T&G in Leeds and Nottingham and while the cuts I've had have been fine, they were nothing special and they just made no effort at all with their customer service.

I find that as long as you know exactly what you want doing to your hair, a cheaper, local salon will offer a much better experience, value for money and good hair.

I had one back experience there & never went back. Only booked in for a blow dry & told them I wanted it dried with lots of body. 1hr later & the bloody straighteners came out- said I wasn't happy & I had requested body & not 'sleek' look. Loads of whispering & finally another girl came over & said we don't have time for that stylist to finish your hair if you want curlers in it!!!! Said again- I requested a 'full body' blow dry. Slapped some curlers in & left me for ages & junior finished it off. No apology etc- just lots of eyes at each other!! Was 2hrs for a blow dry & it was still shit. I paid £30 & left a tip. Am I mental- felt so uncomfortable. Not that silly these days. Obviously never returned

I experienced very average service for a similar price in my local T&G. I now go to a smaller independent salon where I get half a head of highlights, a cut, head massage and unlimited coffees for £45. Oh and the stylists are fab. Tellingly, Toni and Guy has just closed down.