“I am looking for a good salon to have my hair colour. I booked online a free colour consultation appointment with Toni and Guy in South Woodford London, it was my first time with this salon.
The online booking asked me to create and account and to enter my card payment details.
The consultation was free and I had no problems entering my card details. To complete the booking I had to tick a box that says “you won’t be charged anything and by ticking this box you agreed with our cancellation policy”.
There was not link or explanation of the policy. At that moment all I care was that it was clear nothing would be charged to my card, so I continue with the booking. I was very into attending the consultation.
I received several communications from this Salon and none of them warned me of the cancellation fees, on the contrary these all say ‘if you feel unwell call us.’
I started feeling cold symptoms soon after making the appointment, however I waited till the morning of the appointment to call to cancel as I really want to attend. But on the day I was feeling very bad and had lost my voice to a painful sore throat.
At not point during the cancellation, I was advised of the cancellation fees, is almost as this hair salon didn’t want me to know. I even received an email confirming my appointment had been cancelled, still no information about how much I’d be charged for cancelling.
A week later I saw the charge in my bank statement. I called the Salon and a lady kept saying I should’ve cancelled given 24hrs. My appointment was at 16:30 and I called at 09:45.
This was my first time at T&G, I gave an explanation why I couldn’t attend and have evidence to demonstrate my illness.
Thankfully, the cancellation for consultation is not a lot, but I still think is very wrong.
The Salon didn’t even try to make the charge fee clear to me, it was terribly misleading to say in their emails that I just need it call if feeling unwell.
I would’ve cancelled once I started to feel unwell, had I’ve been alerted to the charges. I very much wanted to attend, hence waited till the day to see if I would feel better.
This Salon took none of this and strongly refused to return the money.
This Salon must be very desperate to take measures like this, as they don’t care losing potential customers and prefer to be contented with charging a petty fine.
I’m now glad I have been put off, as I wouldn’t like to put my hair under the care of people who treat new clients like this.
Totally disgusted by the malicious behaviour of not properly alerting customers of their cancellation policy and happily charged new customers showing little interest in the reasons they couldn’t show up at their appointment, especially when I did call 7hrs earlier to let them know.
It’s not just about the petty charge but out of principle that I wouldn’t even consider going to this or any T&G salonI will make sure my friends learnt of my experience.
I’m attaching the box I had to tick in order to book, their duty of care was to include a link to the policy and for me to tick to confirm I had read it. I would’ve search for it myself if their emails hadn’t been so misleading.”
