1 /5 Zoe A Farr: This was my third visit to Zzz Head Spa. I have medium length platinum blonde hair. On this occasion, the service that I required was getting my roots bleached to match the platinum blonde colour of the rest of my hair. The hair stylist I had was Yurina. At the time of the service, she appeared preoccupied, rushed, flustered and insisted that she would not be able to bleach all of my roots, as I had requested. When the job was complete, it was semi-acceptable, but the platinum blonde was looking more ash blonde, and please note, the appointment took considerably less time than expected. This appointment was on Tuesday 15th April, and throughout the next two days, I was getting comments from work colleagues that my hair was changing colour, and getting darker as the day went by. I initially thought these comments were due to bad lighting, but by Thursday night I came to accept that my hair had indeed turned brown. Like magic, my hair went from platinum blonde to brown. I tried ringing and messaging Zzz Head Spa from the morning of Friday 18th April, just three days after my appointment, and supplied them with photos. But it was Good Friday, a public holiday and long weekend, and they were not answering. I continued trying to contact them over the next two days, but still no answer. I eventually got a response from them on Monday 21st April. They immediately suggested that I had washed my hair with an unsuitable product, and I had caused it to change. They suggested that I book an appointment to fix, and rudely stated they will need to charge me again. Please note, in the photos supplied to them, it is clearly evident that my hair had not been washed, as it was looking very oily. When I insisted to them that my hair had most definitely not been washed, and no products at all had been applied to the hair, they then told me that their redo policy is within 7 days, that the 7 day period had lapsed, and that I would need to pay for them to fix. Yurina has made a serious mistake with bleaching my hair, whether the bleach was under developed, or somewhere throughout the bleaching process, she has done something terribly wrong for my hair to change colour over several days. It’s extremely disappointing that this salon would not take full responsibility for their obvious incompetency, and then claim the 7 day redo policy had passed, especially since three of the 7 days were public holidays. Clearly the service in this salon is unprofessional, they are dishonest, unethical and their stylists are arrogant, unqualified and amateurs. I will be submitting a complaint to the CTTT (Consumer Trader & Tenancy Tribunal), as this salon has refused to rectify their mistake, or issue me with a refund.
