Livetruelondon Reviews 

I had a very disappointing experience at Live True London Soho, both with the service itself and the way my complaint has been handled afterwards. If I could give zero stars, I would.

I visited for a balayage with Joana and clearly showed reference photos of a blonde balayage while keeping my natural roots. This should not have been difficult, as my hair was already blonde and I have been getting balayage for several years without issues.

When my hair was first revealed it was much darker brown with a red face frame, which was not what I had asked for. When I raised concerns, I was told it would look different after washing and in different lighting. However, when I saw it in natural daylight the front pieces were clearly orange.

A second balayage was then carried out to try to correct this. During this process bleach was applied over my natural roots despite my request to keep them untouched. Joana was also moving between my appointment and another client upstairs, which made the service feel rushed. During the appointment I overheard other stylists questioning some of the decisions being made about my hair.

I ultimately left the salon with orange roots, patchy colour, a harsh colour line and an uneven haircut. Joana acknowledged the result wasn’t right and suggested I return for a complimentary root shadow.

After two unsuccessful attempts, I understandably lost confidence in the salon’s ability to correct the issue. I consulted another reputable salon, who advised that a root shadow would not resolve the problem and could actually make the colour worse. I was told the only way to correct it was to recolour my hair fully and effectively start again — the opposite of the low-maintenance, rooted look I had originally asked for at Live True.

I submitted a formal complaint, as Live True’s T&Cs require complaints to be assessed in salon. It took multiple messages across different platforms just to secure this appointment. When I returned, Joana repeated the same root shadow suggestion despite the issues already raised and was dismissive of my concerns, eventually telling me the conversation was over and that management would follow up.

In the meantime, I paid a significant amount of money for corrective work elsewhere. This required a lengthy colour-correction process far beyond a root shadow, involving both highlights and lowlights to neutralise the orange tones and restore a natural blend.

Despite several follow-up emails to Live True, I only received a response 16 days later, and only after informing them that I would be sharing my experience publicly. This is despite the salon’s automatic reply stating that emails will be addressed within 48 hours. Their response was that they would not consider a refund because a corrective root shadow had been offered at the assessment.

However, I had already allowed Joana to attempt a correction during my original appointment, which is what made the situation worse. It is unreasonable to expect a client to undergo further corrective procedures after two unsuccessful services, particularly when independent professional advice indicated the proposed solution would not resolve the issue and could make the colour worse.

I made every effort to resolve this directly, including attending a follow-up appointment, but ultimately felt ignored and dismissed. As a result, I feel I have no choice but to share my experience.

I would not recommend Live True London Soho, but would still welcome the opportunity for the salon to contact me directly to resolve this matter.

Read the reveiws carefully. You can tell some of the five star ones are fake. Dodgy cut (the fringe), horrid colour, nothing like what I asked for. Left with a soaking wet back. Had to wait over an hour from my appointment time. No offer of any drink. Then had the nerve to try to overcharge me at the till. The place is dirty and the staff unprofessional. I did reach out to management after but they couldnt care less. Hopefully this will warn others. There are many many other, much better hairdressers in London that are clean and have staff that actually listen and care and its not all about getting every penny out of you.

I had booked in for a hair treatment but it was only on my hair for around 1 minute as the hair stylist had a booking straight after me and no refund was offered for the treatment.

Since being at the salon I have been bombarded with promotional text messages - I have tried to remove myself from the mailing list with no luck. The women in the salon have been helpful when I have called up but despite repeatedly emailing their head office and customer care teams asking to be remove from their database, no one has bothered to get back to me. Really disappointing customer service from this company.

Worst salon I have ever been to (Clapham branch). My hair stylist was 30 minutes late and when she finally arrived I waited another 30 minutes for my appointment to start. The salon was dirty and grimey. My hair is left damaged and nothing like I asked for. It’s so sad. I contacted them and their response was so poor like they couldnt care less. Don’t fall for the trap of their online offers! A true scam and most of the time they don’t even give you the package offered which is what happened to me.

Made me sit and wait for my appointment (again). It’s been 23 min and still waiting. Will they ever be able to serve on time!

Don't expect to see the stylist you booked with. This is the second time I have booked an appointment at Clapham with a specific stylist only to be told I would have to see someone else, without any explanation. The first time I was appointed to a senior stylist and it cost £30 more than I expected to pay. The second time the chosen stylist was not there, although they tried to call him and said it would be ok for me to see someone else. I'm afraid that is my choiceI not theirs so I decided not to stay and then they had the temerity to ask if I wanted to rebook. Amateurs and unprofessional.

Worst blowout and zero accountability

I’m extremely disappointed with Live True Brixton. The blowout itself was poor—my hair felt coated with residue, greasy, and completely flat within 45 minutes. The heat was uncomfortably intense, and the style was nothing like what I asked for. I’ve had countless blowouts in my life and this was the first I’ve ever complained about.

What’s worse is the customer service. I contacted the salon immediately and repeatedly over nearly a week. Staff told me they were fully booked (despite multiple slots being available online), refused to rebook me, and pushed me to “email head office.” Nobody ever followed up. A staff member promised to personally call me back—he never did.

I wasn’t even asking for a refund—just a redo by a qualified stylist. Instead, I was completely ignored.

I’ve just moved to the area and was hoping this would be my regular salon (I get weekly blowouts and regular root colour), but I would not recommend this salon to anyone. Once they’ve taken your money, they don’t seem to care.

Photos attached from 45 minutes and 2 hours after the appointment.

They bombard you with text messages / offers. I have emailed them numerous times asking to be removed which they have ignored. Only on the last recent text did they give an option to opt out. Incredibly annoying.

RUDE BEHAVIOUR FROM STAFF! My recent visit was disappointing, both in the result and in the service I received.. The salon itself in appearance was very dirty, food wrappers on the counters, no tea or water was offered, I did ask for water but it never arrived.

The colour was too bright and not what I requested. Within one month it faded into an unwanted pinky-lilac tone. While some fading is normal, this happened far too quickly, and the initial result didn’t even match the reference. Considering I spent over £200, this was a complete waste of time and money. I also feel really EMBARRASSED by my hair!! I can’t wear it down and now need to dye it again.

Twice the hairdresser confirmed to me one additional toner has been used. I expected to pay an additional £34 for this. HOWEVER at reception, a sour faced receptionist with burgundy hair insisted that three extra toners had been used and demanded £102 more. When I asked her to confirm this with the hairdresser (who went downstairs) she refused and repeatedly insisted I was wrong. I paid simply to leave, feeling pressured and embarrassed. No apology or explanation was offered.

I was unhappy with my hair almost immediately after leaving, but the way I was treated made me feel too uncomfortable to raise it straight away. I am now having to dye my hair again to fix the result.

I have since emailed to make a formal complaint, but my email has been ignored. This experience involved poor communication, aggressive customer service, and terrible hair! I will not be returning to the Soho branch’s and encourage you to avoid them.

When I bought this Groupon, I thought that if I liked the service I would keep coming back. But I will never return. I visited the Soho branch and the staff was rude and dismissive. They welcome you like you came to make them work, they are not happy to see you. I went in feeling positive and excited for a change and left feeling drained. When you visit a business, you expect them to be helpful and make you feel good and resolve your needs. Instead, I felt like they were just going through the motions and didn’t care about anything I politely asked. When I kindly asked her to not cut a bit more, she literally said “OMG calm down,” even though I wasn’t being rude at all. Despite that, she still cut my hair shorter than I really wanted. She also shampooed hair two times, not washed the back hair at first wash, washed at second. I also noticed another customer leaving with a small part of their hair still unwashed at the back.

They called me to cancel the appointment I made. Fine. I made a second appointment. It’s been 23 minute since my time I am still sitting and waiting.
Never ever again.

This place is hit or miss I went once and got a rly nice job done at Clapham branch. I tried Vauxhall as it was a bit more conventions and got my hair botched so bad. Even over half a year later it’s depressing. I wanted a nice high contrast highlight ballyage with lots of lower lights in. I ended up with the whole top bottom half of my hair bright blonde. Not long after it started just snapping off and ended up paper thin. I never wanted pure bleach it looked nothing like the reference pictures. I feel I’ve actually developed a fear of hair salons now from too many stylists who just go off on their own tangent. It’s not cheap either this place is quite expensive. I did say I liked it at the time as I felt too embarrassed to complain but complained afterwards on email and pretty much got dismissed. I did leave it a bit too long I just hate complaining really but it was very bad and I’m still suffering now.
It was also really badly blended and had a line basically where it stopped versus a fade.

Basically it’s hit and Miss don’t trust the entire place.

I had a cut and colour done with Camila at Live True Vauxall and she was absolutely amazing! Super sweet and friendly, and I loved the results, highly recommend! 💇‍♀️

Unfortunately I was really unhappy with my haircut. It’s noticeably completely uneven, especially from the front. I was never shown the back of my hair after the cut. I left the salon with my hair looking frazzled and like I had split ends. I wish I never booked the appointment. I’m going to have to get my hair cut much shorter to fix it. I’ve tried to contact the salon to resolve this and they’ve not replied to any of my emails. Also the towels smelt of damp.

DON'T WASTE TIME OR MONEY. Went in for a 9am booking and wasn't seen until 10am due to poor staff attendance. No one informed me what was happening or bothered to offer me as much as a water.

Hair colour took FOREVER. I was there for 7 hours total absolutely starving. I was never told how long each step would take and even had to wait with my head in the basin for an hour.

At the end, I was told I had to pay an extra £83 for toner and extra colour even though this wasn't properly communicated to me before (so that was a shock). Staff were rude and forced me to pay and bring it up with customer service.

CUSTOMER SERVICE ARE ALSO USELESS - took multiple emails to get through and they simply refused any refund or sympathy.

Absolutely terrible customer service. Avoid at all costs! I booked a Black Friday deal and in confirmation email, there were no instructions on how to book appointment. When I finally got a response on email they told me the stylist I wanted wasn’t bookable, then when I said I want to book on 21st Nov they told me there’s a whole month blackout period!!!!! Nothing specified this at the time of buying my voucher.

Avoid at all costs.
I’ve had the worst experience imaginable with this salon. My hair was left patchy, blocky, and extremely brassy — it completely ruined my confidence, and I couldn’t bring myself to go into the office for over a week.

I tried emailing and calling every day for more than a week with no response, and when I finally got through by phone, I was told they couldn’t help. I ended up having to go into the salon in person just to get anyone to speak to me.

They then made me book another appointment for a hair assessment, even though I’d made it clear I simply wanted a refund. After this appointment, the stylist confirmed that my hair did need correcting, yet they still refused to refund me.

To make things worse, they later called insisting I come in again for another colour assessment before they could consider a refund as they made an error on who conducted the last assessment. I explained how unfair that was and how awful this experience has been, but was once again told they couldn’t help and would not issue my money back.

This has been an incredibly stressful and disappointing experience from start to finish.

I have been going to Diogo in Brixton for over two years now. Diogo is an absolute professional. He understood exactly what would suit my face shape and hair type, and the results were amazing. The precision and attention to detail were impressive, and my hair has never looked healthier. I remember when I came to the salon first time, two years ago with dull, uneven colour and left with a gorgeous, multi-dimensional shade that looks straight out of a magazine.
Since that day I have never felt more confident about my hair and I wouldn’t change him with anyone else.
Diogo really understands colour theory and how to make it work for each individual. He is very acknowledged and patient and his priority is to make his clients feeling happy and beautiful so he takes all the time necessary to do so.
Simona

DO NOT come to any Live True Salon. Their Google reviews are fake.

They cancelled appointments on the day and refuse refunds.

Worst customer service of your life.

Horrific low level stylists and some lack actual qualifications. My hair was left burned and damaged not to mention they will overcharge you and put pressure on you.

Save yourself the stress please.

I bought an online coupon for hair services (£150), but seeing the bad reviews I have decided to not ruin my hair by them.
I have emailed the customer service for more than 2 weeks ago, yet no response at all.
Terrible service.