Hairhouse Reviews 

I accidentally ordered the wrong hair brush and wrote asking to exchange in store, but they said it's a change of mind and that I would have to mail it back to them and pay shipping, then get a gift card and use it to buy the correct version (paying shipping a third time). To pay shipping 3 times would cost more than the product itself. Inefficient and difficult process to exchange my item, plus a generally terrible return policy. I don't know how companies get away with this in this country.

Bought a couple of Conditioning Leave in creams. Bottles arrived stained and scratched as though they had come from a seconds store in Bali, after rolling around in the car boot for 2 years.
Save your money and buy elsewhere.

I bought a hair product bundle at a sale price but instead of sending me 500 ml of the products which appeared in the photos,they sent me 300ml so it wasn’t cheaper than normal- in fact I paid too much for the bundle that I received.Plus one of the bottles had been twisted open with no protecton on it like the others, and so had spilt all over the bag it came in.I contacted the help desk but all they did was argue with me , so nothing was resolved.

Bought a Barbie Mermade hair waver on the 11th of January and wanted to return it straight away was clearly not for me or faulty but the manager works there as much as I work and I’m military retired so I had to wait, then I contacted HO and they had to wait. Mermade have 30 day guarantee refund policies if you aren’t happy with the product so I let them know what your company is doing and how you are treating your customers you don’t care and you are not sorry. Plus it was 129 here but 79 at Myer and legit I saw the low reviews about this place and product and I’m not wrong. The people in this business act like know it alls and head quarters don’t care. I said it before and I’ll say it again we are living in a society where haircuts and hair products won’t matter when people can’t afford food to eat or fuel to drive so I suggest you adjust your attitude and refund policy. I was courteous in the beginning but now I’m mad and you can have the product back the way you treated me like garbage. And a how did we do survey just to rub salt in the wounds! Don’t have a refund policy honestly what’s the point? You are a hair product company right? And it didn’t work for me. I ain’t waiting around for a non existent manager I wanted my money back and my bank were happy to refund me but it was contactless so there are issues with that. Adjust your refund policy and adjust your attitude problems. You all used to be so cool and nice now yall act like you better than everyone else. Go broke.

The company Mermade are more humane and respectful to their customers. They sure have treated me with kindness unlike your company.

Hi, I purchased a belly piercing and was not notified of the price as I was purchasing. Then, once the purchase was completed I was told the price. So disappointed of the service as I have just spent an amount which I was not expecting, as the staff failed to communicate the price.

Brought a $150 gift card!! On the 23rd December as a Xmas gift, didn't arrive, emailed company they replied all on leave. 24th Dec brought another $150 gift card, it arrived, emailed company that I repurchased it and did not need the first one!!
28th Dec (5 long days) after I purchased my online gift card, a supposed team leader named RENEE emailed me apologising it had not been sent and generated it, explaining there was an issue!!
I have gone back and forth trying to get a refund as I do not now need another $150 gift card
She just refuses to acknowledge it was the company's fault and I as the customer should not be liable for their error!!!! The most disgusting attitude considering it has just come off one the most expensive holidays of the year,!! She keeps claiming a black and white answer that there are no refunds for gift cards,
I understand there are no refunds but if I repurchased as my first one did not arrive then give my money back since I never received what I ordered or paid for until 5 days too late !! Wish I too had read reviews before dealing with this company. Oh and the review is under my partners name as I could not generate one under mine!!

VIC GARDENS - Make it make sense !!! Purchased a gift & it was the wrong item, not what they wanted. Before I could return the item and swap it over, they purchased the item they wanted from an alternative store so I went back into Vic Gardens to request a refund. This is where it gets confusing - product box had been opened and the internal plastic sleeve opened. Item hasn't been used. Store Manager - I can take the product back and give you a store credit. Cool, but I don't need a credit for $109 can I please just have a refund? No, I can't give you refund because the product has been opened! What? You can take it back and give me a credit but you can't take it back and give me a refund?

If you're going to have a return's policy, then at least be consistent about it. Also, product doesn't actually need to be in its original packaging for a return.

Anyway, I'll sell it to someone else, Hairhouse lose a sale to that person & now you've got another crappy review to add to the collection.

Winning in the customer service stakes? I don't think so .....

Avoid Plenty Valley store. These people have no idea. a young girl told me everything was 20% off. When i tried to make a purchase, she kept asking for my phone number, when I asked why, she said she wanted to find me on the system. I said I wasn't on the system. she again said she needed to find me on the system. I asked if she was trying to look me up because she thought I was a member. She said yes. I said I wasn't a member. She walked of and asked if someone phone number had to be on the system to find them on the system. this person said yes, and she walked back, pouting, not looking at name, charged me full price, and did not even bother to apologise for misleading me

I purchased a hair straighter (to replace one originally purchased from Hairhouse that had suddenly stopped working). Less than 24hrs after my purchase the exact item went on sale. When I spoke to the manager of the store, she very rudely told me there was nothing she could (would?) do. I have phoned head office to speak with someone in customer service and am yet to receive any form of response.

False advertising, poor customer service team
Advertising 200 ml product but sending 50 ml sample size
I then got in contact with the customer service team and instead of offering me what I purchased as it’s still available on they website I was offered to refund the product to waste my own time going and returning and another 10 business days to get my money back I will never shop from hairhouse and not recommend it to anyone

Today I went to your shop at Fountain Gate shopping centre and I met with Kritika and she did great job.

I wish I read these reviews before proceeding to purchase off your website

I ordered a product from site, & was shipped the wrong item, something that was not even close in product, & almost half the price in value. I ordered a hair straightener, & received a man’s face shaver, I contacted customer service & they were absolute no help, just telling me to return the product via shipping & then they would look at the product, assess it wasn’t faulty, then decided if they would send out the correct product? Why would it be faulty if it’s just the incorrect product, I told them I can’t send this back to them in efficient time, can I take it to store? They said no, every time I asked for another solution, I just got the same copy & paste general message response back, I asked for a contact number to call, no response, they’ve been the most unhelpful, I asked for the remainder difference in a store credit, straight up no. They can’t offer me any solutions other than send it back, then have to wait weeks for it to go through their system for them to send the right product out to me!
Even worse the product they sent out to me was already opened & not even brand new

They have the worst customer service I have ever experienced & looking at reviews on this thread, it’s definitely not a one time thing, seems a regular occurrence, which is quite disgusting considering you’re not following consumer law, & playing victim, acting as if it’s my fault I was sent the wrong product

REPLY: UM NO READ UP ON AUSTRALIAN CONSUMER LAW!!
YOUR ERROR YOU CAN COME & PICK UP ITEMS BUT IT IS NOT UP TO ME TO RETURN YOUR ERROR! BUYERS SEE THE REPLY STILL BREACHING CONSUMER LAW. YOU'LL PAY $100s PRODUCTS THEY'LL SHIP YOU CHEAP CRAP & THEN WONT REMEDY! YOU'LL END UP DOING CHARGEBACK SO ONLY EVER SHOP WITH PAYPAL OR CREDIT CARD THIS BUSINESS IS BREAKING THE LAW & DONT CARE!

Its long but read pre purchase. Dont know or care what they're doing & online chat is mostly horrendous! EXTREMELY DODGY STAFF BREACHING CONSUMER LAW & they dont care. First prob seemed 1 item only shipped & 2 of 3 items were in a hair product abyss. Several attempts at getting thru to human online chat HINT: just type customer service representative repeatedly until human arrives. Next we do the thick as a brick dance stepping left right up down & circle back around repeatedly to get the rep to understand my issue? Issue was where are 2 of 3 & why have items not shipped. Simple right? Apparently not! Rep starts by saying order will ship separately, Rep then contiunes with all items are shipped. Asked for 2nd tracking number. Rep kept giving me tracking for 1st parcel 1 item only. So after having to question whether I was still talking to a bot or human I attached the email stating only 1 item shipped. FINALLY A LIGHT BULB LIGHTS UP!! Rep goes onto to contacting warehouse. Long wait time then says she cant get thru but will email once she does. I have zero faith in company the rep or a response email. In the interim 1 parcel arrived but didnt contain any items ordered but instead a $20 conditioner & shampoo. I managed to get a phone # towards end but oh my the phone rep was worse & was rude, obnoxious repeatedly breached consumer law by refusing refund unless I returned their mistake parcel. The phone rep having that snarky childish tone in her repetitious consumer breaching reply. So they basically bullied me into getting a replacement sent out as I refused vouchers (as if Im ever going to shop here again) & obviously refused the return aside from disabling physical conditions.Im not paying a return taxi to return a box they sent in error They didnt want to pick parcel up from me either as I told them they could as the items in there will be thrown (not to mention over $120 spent & they shipped $40 worth of non related product) BUYER BEWARE. THIS IS NO LONGER THE HAIRHOUSE WAREHOUSE WE ALL KNEW OF YEARS BACK. ONLINE SERVICE IS EVEN WORSE THAN INSTORE. NEW NAME SHORTENED AS HAS THEIR QUALITY & SERVICE. ABSOLUTE DISGRACEFUL BUSINESS WHO HIRE USELESS CARELESS & LAW BREACHING STAFF THAT DONT CARE ABOUT CUSTOMERS NOR THE LAW APPARENTLY. You can be sure Im spreading the word on this toxic law breaching business fast Yay for the internet & social media.Either fake good reviews or from years ago when they were a top notch business. Needless to say chargeback filed & breach complaint filed.

Customer Service Chat should listen. Or at least give an option to talk to someone in person. I have spent thousands of dollars over the last 10 years on products with HairHouse and have been a loyal customer and member. Last week I went into the Epping store in Victoria. I questioned, what is the point of being a member, and was told that I should receive vouchers. I said I have never received any. The assistant then checked my email, it was not entered when I originally joined correctly by one letter. Which explained why I had not been receiving any vouchers, she then corrected the email in-store and recommended that I contact head office, explain and they would give me some vouchers. I did this and was made to feel like a liar, chat service person continually told me my email was correct. Of course, it's correct because it had been corrected in-store. Basically, I was made to feel like a liar and was treated disrespectfully, that the chat would be terminated. I asked to speak to a person, but this option was not given.

I am appalled by the way I was treated and not listened to. I will never shop at HairHouse Warehouse again and will take my business elsewhere.

Response from HairHouse Warehouse is not correct, they did not have my correct email until recently. Follow up with your Epping Store who fixed store who fixed the email for me. I was with a work colleague at the the time who is also happy to verify this. Ps. I don't want you to vouchers anymore, I am taking my business elsewhere.

Hair House Colonnades Noarlunga, never again! My blonde is 3 different shades and she didn’t do my roots which is what I was there fore to start with, and the breakage was horrendous! I’ve literally lost half the length off my hair to breakage which wasn’t mentioned as at all as a possibility before she started. 4hrs, no cut, back to back foils with the same colour so should have been charged as an all over colour. I sent through a complaint almost 3 weeks ago listing this and other concerns with the appointment and after the initial response saying they’d speak to the store I’m still waiting for a resolution or any kind of outcome. I’ve followed up twice and my emails are being ignored.

Chermside branch.
Regrettably, my recent visit left me disappointed despite being a regular. The appt began with a delay of over 15 minutes, I had another commitment directly after that they were aware of at booking. I usually opt for an express style, which involves me washing and drying my hair at home, having the stylist use a curling tong for a touch-up on already dried hair. To my surprise, I was informed that the 10-minute appointment would cost $40 EXTRA compared to my usual fee of $33 that I’ve been charged by 3 different stylists (I add that as this stylist tried to say it was an apprentice mistake and I’ve had this service over 5 times over 2 years )

This stylist was new but informed me she was a senior stylist’ therefore in her tone… knew better than what was on my file as a mere customer…

In a genuine attempt to discuss the matter, I politely referenced my previous charges, hoping for a resolution even pulling up my banking statement (!!) to demonstrate the accuracy of my claims. The stylist was dismissive and questioned the validity of my statement (!!) . This encounter left me feeling disheartened, insulted, and, as a 43-year-old woman, even bullied. Such an encounter is deeply disappointing and uncomfortable. I was made to feel like a ‘Karen’ with her obvious distaste, if you must (my worst nightmare) 😭

I can afford the price, I’m a beauty fiend and get my hair done all over Brisbane and am aware of pricing. I was uncomfortable that I was made to feel inferior. I even asked her to point out this price on the website or in salon. She couldn’t find it (not surprised) But after all this I was still treated like this was my fault ???

It is my sincere wish that the salon takes this incident seriously, as it reflects not only on the professionalism of the particular stylist but also on the overall atmosphere cultivated within the establishment and brand. Creating an environment where customers feel valued and respected should be of utmost importance.

I’d like to add there was another new stylist who was lovely. The side of the hair she curled was great, the other side fell flat so I had to get it redone at Chermside a cut above salon (which I highly recommend, check their reviews and correct pricing which includes washes and styling and staff is consistent)

Products ordered arrived all dirty. Could not believe they were packed and sent like this! Shocking customer service in trying to resolve the issue.

This is the worst experience I have had ever as a customer. The lady working at the front counter was so rude and made me feel uncomfortable and upset being there by commenting on my appearance and how terrible my hair colour is. Will never be shopping there again. She was clear she was out for my money telling me what I bought for my hair ‘just isn’t going to cut it’ as she says. I talked to my hairdresser and bought what she recommended as she knows my hair. However the comments about my looks were disgusting. This took place at the Rockhampton store location.

Worst customer service by a country mile, i was promised a birthday box by staff who said to email as she wasn’t trained. Emailed back and forth for days and instead of saying no in the first email it was back and forth pointless questions with no outcome and they denied upholding their staff members customer promise. Then when I complained where rude and dont care.
Dont bother with these people who dont even value your custom. Go beautopia they are cheaper and have much better customer service.

edit: haven’t heard anything from anyone from hairhouse to assist so not sure what theyre reply is referring too

Excellent! When it comes to products and their range itself, they know it! Also, having ALMOST every product, this makes it easier for you. Another bonus is you're able to buy online, having products delivery to you.