Hairhouse Reviews 

Online order 20 Nov, still no delivery. Have sent repeated queries with no success. Do not waste your time with this company

Shay has outstanding customer service.she helped me to the best of her ability she recommended a hair mask for me it made me hair so smooth and silky amazing product knowledge I will definitely be back to hair house Burwood

Dear Bec

I am writing to formally express my dissatisfaction with the treatment I received at your salon on 21/11/24. As a loyal long term customer who has been coming to your establishment for years, I was extremely disappointed by the rude and unprofessional behaviour exhibited by one of your staff members, goth dressed blonde girl.

I had previously booked an appointment for a haircut during my visit the day before when my son had his hair cut. On arriving at the salon for my scheduled appointment, I was rudely informed by your gothic dressed blonde girl that she would not be able to do my hair because she “didn’t have time.” Keeping in mind this is a thursday 10hr open day. We booked yesterday and she saw us there yesterday. Not only was this abrupt cancellation inconvenient, but it was also handled in a dismissive and impersonal manner that was completely out of line with the standards I have come to expect from your business.

To make matters worse, she then questioned, “Have you been here before?” This was particularly frustrating and insulting, considering I have been a regular client for years and she herself has done my hair multiple times. While I understand emergencies can arise, and she mentioned her manager was in the hospital, this does not excuse the lack of basic courtesy or professionalism in handling the situation.

Had I been the one to cancel an appointment upon arrival, I am confident it would not have been met with understanding. It is disappointing that the same consideration was not extended to me as a loyal customer.

This incident has left me feeling disrespected and undervalued as a client. I would have expected a more professional approach, such as a prior notification or an effort to reschedule in a more considerate manner.

I sincerely hope you address this issue with your staff to ensure no other customers experience the same treatment. Hopefully steps will be taken to improve customer service standards at your salon.

Thank you for your attention to this matter.

Sincerely

Went for a simple haircut and the staff member looked like she hadn’t washed her hair or brushed it for a week .. zero cutting skills got out of there quick and won’t be going back

I placed an online order for three items, these are all in stock and available for delivery.

Alicia canceled and refunded one of the three items WITHOUT my consent or permission.

Alicia has continued to inform me that this item is out of stock and I was only able to order it because it’s available in-store, however, I provided Alicia with a screenshot clearly showing that an out of stock item cannot be ordered online because the “add to bag” button is replaced with a “notify me when available” button.

Therefore, I believe that this item is in fact in stock and Alicia is not only mistaken but doesn’t actually have any knowledge regarding how the online ordering system works.

I have requested the involvement of a supervisor as Alicia doesn’t seem to be able to rectify their mistake. I didn’t receive a response.

So, I have also emailed the enquiries team now and if I don’t receive a response from a supervisor I will be filing a formal complaint with the Office of Fair Trading.

Please organise training for Alicia asap and the fulfilment of my order in it’s entirety thank you.

The lady that served me was excellent great customer service
But the lady with short grey hair & tattoos was rude & a liar & also her boss on phone also a liar I bought the ghd duet style $605 but if I bought online from ghd I would save 15% but hairhouse in Werribee plaza said its only for the white & black colours which this not true

I got a gift hair dryer from my boyfriend of Hairhouse store but I had dryer already and I think I need straightener so I went to Hairhouse store for exchange straightener and I will pay different amount but it is so disappointed I couldn’t exchange it due to my boy friend lost receipt no proof to show it was bought even it never is used and in a full box brand new with bag.

Please be very careful when purchasing a Manscaped product. I will never purchase a Manscaped product again or shop with Hair House warehouse. I purchased a Manscaped Beard Hedge Trimmer less than 12 months ago which has completely stopped working. I have taken great care of the unit however from the start the motor would go from slow to fast then speed up and slow down never keeping a consistent speed. Less than 12 months of use and the beard hedge trimmer has completely stopped working. Manscaped products only carry a 90 day warranty period. Hair House Warehouse are the exclusive stockist for Manscaped products in Australia and unfortunately after contacting Hair House Warehouse to attempt to resolve the situation they have refused to replace the faulty unit. This is extremely disappointing considering other more reputable brands like Phillips and Wahl have 2-5 year warranty periods and guarantee there products.

If I could give a 0 I would.
My daughter had her hair coloured for the very first time on Tuesday the 24th of September. My daughter was so excited & it was meant to be a special moment for her that turned out to be traumatic experience for her.
My daughter’s hair was ruined & I had to go to a reputable hair salon to try to get them to fix the damage hairhouse warehouse caused. I had to pay over $400 at hairhouse warehouse then the next day $663 at another salon to try to fix the damage that was caused. My daughter’s hair is still very damaged from what they did & will take a lot of treatments to try to repair. There has been no apology or refund. I’m absolutely disgusted in this company.

Where do I start?! I had a small issue with one of the salons… I contacted the salon owner, since then I have been visiting her salon at Epping (Vic) and I couldn’t be happier!!! Customer service is exceptional! Staff are absolutely amazing, professional & highly skilled in all areas of hairdressing, from blow waves, cuts & colours, I am beyond happy & not to mention so relived that I have finally found a local hair salon who know how to listen to what their client is hoping to achieve. I am very happy & thank you Maddie for getting me the colour that I’ve been wanting for a very long time! ⭐️ ⭐️⭐️⭐️⭐️

Took my primary age school girl in for a trim she was only supposed to take an inch off her hair was down to the tip of her hips walked out with lots of layers and up to shoulders then was charged for high school hair cut as so much hair got cut was not impressed and my daughter was devastated about how short her hair was not happy at all.

Terrible experience. They recommended a colour and it turned my hair green and I contacted customer service and they just suggested I buy more products! They don't care about their customers, money is obviously a priority!

I ordered $300 worth of products the 4th of May, products which I still have not received more than a month later. Customer service is poor, I will not be ordering from the company again.

I went to Hairhouse in Riverlink today to discuss a recent purchase about a hairdryer and a diffuser that I bought for my daughters very curly hair that didn't fit together.
The staff were phenomenal. Special thanks to Rebecca and Liz. Your attention to our issue and the solution you came up with was so appreciated. We will definately be returning in the future and will recommend your store to others. Keep up the amazing work ladies.

This store looks for loopholes to get out of following consumer laws around returns/refunds.

The first item I had, it was a Curious Grace blowout brush ($119.95) It wouldn’t comb through my hair wet, or dry.

They corrected me and said it was for wet hair only. We went back and forth a couple of times until I showed the box where it says “wet or dry.”

They asked me what heat protectant I use. My same receipt for the hair tool also showed a heat protectant (Kerestase $62) and they said this was a shampoo. It wasn’t.

The tone of how I was treated, was continually trying to find fault and not sorry when wrong.

When I returned the blowout brush, it was as new and packaged perfectly. They wanted me to exchange it for a different product saying it was “change of mind” and didn’t qualify for a refund.

The different product looked cheaply made (Mermade brand) and I had been in the store so long trying for a refund, that I reluctantly accepted.

I said I would speak to customer care. Customer care said it was “change of mind” as the manager had already told them I purchased without any recommendation, that I didn’t qualify for a refund.

It felt dishonest because I was in the store for 10-15 minutes discussing the tool, and we had the boxes on the counter looking, because they had two different boxes for the same product. It was confusing, but I also asked if there were any other twin barrel/interchangeable blowout brushes. Along with purchasing the expensive heat protector. It was very clearly intended for my hair.
To say I didn’t consult anyone at all was dishonest.

The new product they gave me was immediately faulty and making a strange noise. I took video and sent to customer care. They didn’t respond.

A week later, this was still unresolved. Customer Care didn’t care to respond and so I went in store again.

At this point, I had a video showing the fault from the day I got the exchange item and took another video that morning. In store it was too noisy to hear the problem. They didn’t believe my videos. At one point the salesperson even said there was no fault in the video.

This concerned me because it was dishonest.

They also told me they didn’t have the power to refund a faulty item. That head office could only do that. I reluctantly agreed for them to send the tool to head office.

Only to learn they sent it for a warranty claim to Mermade Hair instead. When I said that felt dishonest because of misleading me with head office instead of using the word “warranty” they just shifted blame by saying they are “Only the middle man.” And it wasn’t anything to do with them.

I contacted mermaid hair with what had happened, along with the videos showing the fault and I also told HairHouse I was considering making a complaint to The Office of Fair Trading.

Although they told me it would take several weeks for my refund if it was found faulty, (because the tool had to go to Perth) after dropping the tool in on the Thursday, they called and confirmed it was faulty and my refund was granted on the Monday morning.

Sadly my experience wasn’t isolated. They have a 2.2 star “Poor” rating on Trustpilot. I saw others with the same experience with returns and customer care being unhelpful.

Even though I got a refund in the end, it meant two extra trips into Cairns and the store and a lot of stress with having to advocate persistently. I hope this company changes so others have a pleasant experience.

I had a really bad experience in this salon… before anything the hairdresser (Melbourne Central) was really rude and just decided to insult my hair and comment on its condition (even though I didn’t ask for her opinion and her own hair was terrible) and then proceeded to cut WAY more hair off than I asked for… please can these hairdressers go back to school and learn how much a cm, an inch is etc etc because this lady had NO idea and cut off even more than she showed me. In fact she didn’t even ask me how much I wanted off, she told me how much she thought my hair needed cutting, so I had to tell her no but she didn’t listen and cut the amount off that she wanted to. She couldn’t even blow dry, section or part my hair properly. Absolutely useless the cut in itself is bad too really uneven. She didn’t apologise and just argued back and then charged me the full amount for a dreadful haircut.

It was a red flag when nobody else was in the salon, wish I’d walked straight out. I’ve had to go elsewhere to have this mess fixed, (they were shocked at how bad my hair looked) how embarrassing for hairhouse to have such a poor employee representing their company. Really really unprofessional. Do not recommend. I don’t normally say anything but they need to know as other clients are probably too polite to let her know how bad she is and probably wonders why there are no returning clients.

At the Burwood, Westfield store, the staff are professional, kind and they understand individual needs for all things hair. I recommend them for colour in particular.

From the moment l stepped into the store and meet the staff and enquired about a nose piercing Chloe who served me was very friendly, informative and so calming every question l asked she not only had an informative answer but was so reassuring ,her patience was lovely as l got more nervous.
As chloe was setting up l meet two more lovely ladies named Jeana and Marg who both where so friendly l never felt in the way or hurried Chloe pierced my nose so quickly and so painless well my eyes did water she was amazing so gentle everything was so clean and after she went into detailed cleaning routine with me thank you.
Thank you guys for the care and friendly chats will go there from now on for any thing l need.

HAIRHOUSE WAREHOUSE-NIGHTMARE
What a complete rip off. I will never go there again & advise anyone to ask $ first. I needed my fringe cut & a quick trim of one layer. I had washed my hair so no products or water required. 10mins max in chair…. $55 !!!
I was furious & told them the price was ridiculous…. Her answer was that is what we charge!!! Across the floor from them was another haidresser … $65 for full wash, cut & blowdry!!
Absolutely disgusting.
BEWARE OF THIS RIP OFF AT PENRITH PLAZA 😡😡😡

If I could 0 stars I would, I paid $47 to have the item delivered same day….thats right….$47. That is a a rude amount to charge but for the sake of receiving it the same day I paid it. After placing the order I jumped on their online chat to make sure the order was all good to go and be delivered that afternoon. They assured me it was. They took my money and did not deliver the item. I have been robbed of good money with nothing to show. The so called same day delivery is a money grab, dishonest and stealing without delivering what you say you can. You should be ashamed!!! Never again!!!!