headmasters.com

Zero customer service

I work full time and the only opportunities that i have for hair appointments is during the weekend. Every time i make an appointment at Headmasters (Richmond - London) on a Sunday, i wake up on the sunday morning to a missed call at 8.30 a.m. from the salon saying that the stylist has called in sick. They have serious issues of their staff calling in sick repeatedly on a Sunday and leaving customers with no a single solution. With this particular salon, i have had at least 10 instances where the stylist with whom i had the confirmed appointment had called in sick and they just left me a message and that's it. Zero effort from the salon to find an alternative appointment, no apology and absolute disregard to the customer experience. Some of my sunday appointments were for an event or a special occasion where i was left calling around different salons for a last minute appointment.I have never experienced a salon with zero customers service experience, rude staff, overpriced services. Today, was the worst experience: i had booked for a haircut appointment for my teenage daughter, only to be woken up to an 8.30 a,m call of the stylist calling in sick (it is a running joke in our household now).... i called back to only be treated with whatever attitude but this time i was not putting up with it, after a heated conversation and following my insistence for an alternative appointment, they finally "managed" to find an option (within the hour), following a mad rush to get my daughter to the appointment, only to be overcharged because they could not honour the originally booked stylist rate and only the top stylist was available. Totally ruined what was a special event day for my daughter. I was told that their only customer complaint process is to fill a form online, but having done that multiple times in the past with zero response or remediation, here i am....

Date of experience: Sep 21, 2025