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Hairway, Etobicoke Reviews (2)
This is the first review I've ever written and i'm literally posting it EVERYWHERE because I don't want anyone else to go though what me and my mom went through.
I purchased a Groupon for my mom- a $55 haircut, moroccan oil treatment, and full color treatment. We stepped into Hairway with great expectations, instead we were yelled at (more like screamed at like 3rd class citizens) and kicked out of the salon. They literally told us to get out and pointed at the door...as if we needed help finding it.
From the first moment I stepped inside Hairway, I immediately got a bad taste in my mouth as I overheard one of the stylists telling another Groupon customer "did you read the fine print?" and went on about "additional fees". Strike 1.
My mom has black, medium-long fine hair. The same stylist that was up-selling to the other customer came over and after examining my mom's hair, instantly started asking us if we read the fine print. Didn't' ask us how we were. Didn't ask us for our names. Strike 2.
We soon discovered that the "colour" portion of the Groupon comes with hidden fees. If you have darker hair and want a lighter colour, this is called colour correction. She quoted us $25 extra on top of the Groupon cost for this to be done. I was mildly irritated and said laughingly "you guys should have put that in the Groupon". I could tell this didn't sit well with her as she seemed to be big on the fine print .
So, what does the fine print say? It reads as follows:
Promotional value expires 90 days after purchase. Amount paid never expires. New customers only. Additional fees may apply depending on hair length, density and texture. Appointment required. Merchant's standard cancellation policy applies (any fees not to exceed Groupon price). Limit 1 per person, may buy 1 additional as a gift. Limit 1 per visit. Valid only for option purchased. HST not included. Merchant is solely responsible to purchasers for the care and quality of the advertised goods and services.
I'm failing to understand which part of it discloses that colour correction may be needed and there is an additional fee for this.
My mom and I are not argumentative people. We didn't want this to ruin our day and agreed to the extra costs. While waiting for the service to begin, the other customer and my mom chatted quietly and privately about how unfair the extra fees are. The stylist (there were 3 in total- a mother, daughter and not sure of the other stylist's relation), barged back into the room after listening in on their conversation (still not sure how they heard as my mom and the other customer were very quiet) and the up-seller said in broken English "ladies, I don't feel like doing hair today, I don't like this talking about my services, please leave". Srike 3.
Shock ensued. We could not believe what was happening. As customers, we have the right to express our concerns...to each other! They did not give us a chance to speak instead all 3 barked at us as if we were asking for free service or something.
The up-seller in a shrieking voice said "This isn't a hospital, this isn't a pharmacy....". Not sure what she meant by this.
The daughter chimed in "We are professionals and know what needs to be done with hair. Let me tell you about the fine print in layman's terms..."
I raised my voice at this point. Completely unlike me to do so- I've never been spoken to in this manner and I couldn't stand quietly while my mom gets taken advantage of. I shouldn't have stooped to their level in retrospect.
I said, with attitude "honey, I'm an English major, you don't need to dumb it down for me". Again, completely not my character to say anything of this nature but I was shaking of anger that they would treat my mom in this manner.
The daughter replied, "oh yea, well I was born here". They are white, my mom and I and the other customer are visible minorities.
I pulled up the fine print and asked the daughter to locate where the colour correction disclosure is stated. She kept pointing at random spots on the text and kept saying it's in the fine print. Clearly didn't have an answer.
I think she may have realized that they're in the wrong because they told us to get out of the salon and closed the door as my mom and I stepped outside. I don't know what happened to the other customer as she was still inside. I hope she got out ok.
Lesson learned. I used to dismiss negative reviews thinking people were too picky but I will read every bad review from now on and take them into consideration before purchasing ANYTHING off Groupon again.
I took my mom to a different salon the same day and she got the best haircut of her life. She was treated like a queen and with her beautiful new hair do, she looks like one too.
Horrible customer service
I was in total disbelief when I heard the way the owner spoke to another customer today. She yelled at the customer and literally said "get the f*** out of here!" They were outright RUDE and DISRESPECTFUL. I have never seen or heard of this before. All the other customers were speechless. This experience left a very bad taste and WILL NEVER go back there, even for free. These people must learn to respect others - what a shame to experience this in this day and age.