Name: Airport West
Telephone: (03) 9370 1141
Rating: 4.7

Caterina Ockerner

google

★☆☆☆☆4 weeks ago

Terrible service and rapport. Took my girls in for a trim. Paid $47 +$20 for shampoo. Was advised $20 extra for dry. When I said no, she left my 7 year old dripping wet hair waiting for her sisters cut. $87 for a kids cut and dry is unreasonable at a supposedly value hair cutters. Lady cutting hair was trying to upsell whole time. Then she insisted she couldn’t cut my other daughter’s curly hair dry and started to roughly brush her curls making it frizzy and hurting my daughter. I then asked her to spray it to help comb it and she told me she would need me to do that. So I wet my daughter’s hair and had to ask for wide tooth comb and comb her hair to prepare if for the hairdresser. She then turned to other hairdresser and whispered something to her whilst we were standing and waiting for her, so rude and unprofessional. This lady can’t cut dry hair and doesn’t want your custom unless you want to pay $87 for a kids cut. If I could give it no stars I would. Should be ‘’Just Can’t Cut’

Response from Airport West

Thank you for taking the time to share your feedback. We are disappointed to hear that you and your daughters did not have the experience you expected. We take feedback seriously and would like to respond to some of the concerns raised in your review. Our pricing and additional services are explained to customers before they are provided. A dry-off is an optional service, and customers are always free to decline it. Our team is not expected to provide optional paid services without the customer’s approval. We understand that customers have different preferences and budgets, and we respect the decision of anyone who chooses not to add an extra service. Regarding your daughter having wet hair while waiting, we understand that this may not have been comfortable for her. However, when a customer declines the optional dry-off service, the hair may remain wet while waiting for the next service. We would never intentionally leave a child uncomfortable, and we expect our team to ensure that children are appropriately looked after while they are waiting. We are also concerned by your comments regarding your daughter’s curly hair. Curly hair often requires specific care and a different approach to detangling and cutting. Our expectation is that all hair, regardless of texture or type, is handled carefully and respectfully. If your daughter experienced discomfort while her curls were being brushed, we regret that you felt the situation was not handled appropriately. However, we would like to clarify that it is not accurate to suggest that our staff cannot cut dry hair or that customers are required to pay for additional services in order to receive a haircut. Our customers are free to choose the services they require, and our team is expected to explain available options and their costs so there are no surprises. We also do not agree with the suggestion that our staff were deliberately trying to upsell you throughout the appointment. Explaining additional services is part of providing customers with information about what is available. Customers are not required to purchase those services, and declining an additional service should never affect the quality or professionalism of the haircut they receive. With regard to the staff conversation you mentioned, we understand how this may have appeared uncomfortable from your perspective. However, staff members communicate with one another throughout the day for many different reasons, including coordinating appointments, services and salon operations. It would be unfair to assume that a private conversation between staff was about you or intended to be disrespectful without knowing what was actually being discussed. We are particularly disappointed by the statement that our salon is “Just Can’t Cut.” While we respect that you were unhappy with your visit, comments of this nature do not fairly represent the professionalism and service provided by our team or the many customers who visit us regularly and are happy with their haircuts. We genuinely welcome constructive feedback. If there was something that could have been handled better during your daughters’ appointment, we want to understand it and address it appropriately with the team. At the same time, we believe it is important that feedback is fair and based on what actually occurred rather than assumptions about our staff’s intentions or abilities. We would have appreciated the opportunity to discuss your concerns with you directly at the time of your visit, as this would have allowed us to listen to your concerns, clarify the services and address any issue immediately. We are always happy to speak with you directly and discuss your experience further. Our priority is to provide a professional, respectful and welcoming environment for every customer, including our youngest clients, and we will continue to work with our team to maintain those standards.