Helena is AMAZING! my daughter had a hair disaster, at very short notice i rang Ash salon, and from start to finish dealt with this lovely young lady who couldn't be more polite, helpful and understanding of the situtation, briliant consultation and patch test done and she was booked in for the next morning (today) i could tell Helena had been thinking about it overnight to give my daughter the best results after a bleaching disaster, and even came up with a better solution on the day, she was professional and reassuring every step of the process, we cannot thank her enough for restoring my daughters confidence, she is a credit to the salon! THANKYOU AGAIN HELENA! see you again soon.
I almost didn't leave this review, as I’m aware of the impact 'negative' reviews can have on a business, and didn't want to be seen as complaining. However, I also believe it's important to be honest, so that businesses can improve and prospective clients see the whole picture, not just the moments of success.
After moving into the area I needed a new hairdresser who could handle my hair, which is thick, textured & frizzy. It had been 4 months since visiting my previous hairdresser and I had been using mid-dark brown box dyes on my roots. After a Google search I chose Ash hairdressers, and booked a consultation with one of the senior stylists - who I chose based on the number of 5 star reviews they had from happy clients. After our meeting I felt confident I was in good hands so I booked my first appointment for a cut, roots touch up, foils, and kerastraight treatment.
Unfortunately for me I didn’t get the result I had hoped for. The roots were darker than before, almost black (my stylist had consulted with another senior stylist on this so I trusted their choice), the cut appeared to be uneven (especially the sides where a thinning technique had been used, which my new stylist says is a mistake for my hair type), and the finish wasn’t great as it had been fluff-dried then straightened with straighteners rather than blow dried. A kerastraight treatment had been applied which I was told to leave on for 48 hours then wash out at home.
I left the salon feeling uneasy about the result, and after feedback from friends I plucked up the courage to return later that day to share my concerns about the cut. I was led to a mirror in the salon where the stylist pointed out how in their opinion there was nothing wrong with it: I found this embarrassing as the salon was full, and people were listening. I was told to wait 48 hours until after washing the treatment out; if I still wasn’t happy I could return.
On examining my hair at home later that night, I was dismayed with how it looked (see photos below). However, I followed instructions and waited 48 hours, when I washed the treatment out. You can see the result in the photo below: my hair looked worse at that point than it had before my appointment.
I called the salon and spoke with the owner, to explain how unhappy I was with my hair and ask for a refund so I could pay to get it fixed elsewhere. He said it was unreasonable of me to expect a stylist to spend hours working on my hair for nothing; I said I thought it was unreasonable for me to spend hours of my life and £166 of my money only to end up looking and feeling worse than when I walked in. He then said I would have to give the original stylist a chance to put it right first as that was their policy; I declined as I’d lost confidence in the original stylist’s ability to handle my hair, and again was told I was being unreasonable.
Eventually, after sharing photos of my hair and a lengthy email conversation, I was refunded the cost of the cut and the kerastraight treatment, but not the colour as they said as I had been using box dyes and that had caused problems (although my previous stylist achieved a great result even tho' I'd used box dyes). I accepted this in good faith, as by then I just wanted to put the experience behind me.
If I may offer feedback, I feel the stylist concerned is lacking in experience with my hair type, and could benefit from further training.
I feel the salon’s attitude to unsatisfied customers could improve, by making them feel safe to express their views and handling their concerns with dignity and discretion. I found the communications from the salon to be slanted towards defending their stylist rather than satisfying me, their customer. The salon owner could have offered to put my hair right himself, or offered me a full refund so that I could pay someone else to do it.
I’ve since found a hairdresser who’s experienced with my kind of hair, and after one appointment she’s corrected the cut, lightened the black roots and I walked out looking and feeling good about my hair again.
Although some time has passed since your appointment on 07/08/25, we remember our in-depth communication before, during, and after very clearly. We handled your concerns in a timely and professional manner, as we strive to do with all of our clients.
We are fortunate to have hundreds of reviews across platforms that reflect our strong customer service approach. This is why we feel your recollection of events does not fairly represent the situation. For example, it is not accurate to say that the owner did not offer to revisit your hair with you. The owner was, in fact, the person you dealt with directly and did offer you a follow-up appointment. but you chose to decline at that time.
Following your query, we provided you with a detailed response explaining that the situation was not simply black-and-white, but involved many factors. We understood that both sides accepted some accountability, and as a salon, we certainly took away valuable areas of learning from this experience.
It is therefore disappointing that, after some time had passed, you have returned to your original position and made this issue public. For transparency, we have included below the full details of your appointment as recorded in our system so the public may see a balanced account of events.
Client Service Report
1. Consultation
At the start of your appointment, our stylist identified the presence of a dark box dye. It was explained that:
• The black pigment could not be lifted during this session.
• The only option at the roots was to cover grey regrowth.
• Very dark box dye creates a barrier which limits professional colouring results.
You confirmed that you understood these limitations.
2. Colour Service
Your original booking included a retouch, foils, treatment, cut and finish. Once work began, it became clear that additional foils were needed to break up the dark sections around your hairline and parting.
• The service was expanded to a half head of highlights with root colour.
• A colleague assisted so the work could be completed within your appointment time.
• The stylist continued into their lunch break to accommodate the extra work.
3. Blonde & Toning
The blonde achieved reflected the restrictions caused by the box dye. A toner, which was not booked or requested at the time. However it would have refined the shade of blonde . The darker panel you noted at the back of your hair is from previous box dye and would have required a full head of highlights, a separate service.
4. KeraStraight Express
This treatment is designed to improve manageability but is not a permanent smoothing solution. It is less intensive than the full four-hour version and still requires styling, particularly for hair that might be difficult to manage.
5. Cut & Finish
The haircut was carried out with correct layering techniques and balanced results. We appreciate that it did not fully align with your personal preference.
6. Hair Condition & Curl Pattern
Lightening can temporarily reduce curl definition and moisture. With regular conditioning and product support, curl shape typically improves over time.
7. Resolution
• Colour service: completed as discussed — no refund issued.
• Cut: full refund provided.
• KeraStraight Express: full refund provided.
• A £10 discount was also applied on the day as a gesture of goodwill.
Stylist’s Note
I am sorry that your experience did not fully meet your expectations. Every effort was made to provide the best possible outcome within the limitations of previous colour and the time available. I wish you the very best with your hair journey and hope there can be no hard feelings for the future.
Hannah Smith2025.09.20
Adam is wonderful at what he does. I went for quite a re-style. It was clear he put a lot of work into my hair and I left with a huge smile. I usually swap hairdressers but I've finally found one I look forward to re-visiting. The salon is relaxed and welcoming. Thanks again Adam!
It was my first time at this salon, which is a really nice environment and Hannah was brilliant. She listened to what I wanted and also offered advice on my cut. She was very easy to chat to during my appointment and I was really pleased with my cut and finish. I'm only in the area temporarily but would definitely go back and book in with Hannah again 😊
Super place. One of the little things I liked was privacy. Passersby aren't able to see clients with foils in their hair or looking like drowned rats. That means a lot. Adam and Andrew took care of my hair and were totally professional, in spite of my rushing Adam because of a mistake I made in planning. I walked away with a great haircut and colour.
Thank you so much for taking the time to share your review with us. We sincerely appreciate all of our customers and been able to gain their feedback will help and support us to grow and evolve in the future. 💛
Louise Crowther2025.02.22
Adam is absolutely amazing. He has transformed my hair. I walked into the salon with a hairstyle I hated, and I walked out full of confidence. He didn't just cut my hair. He took into consideration what would suit me. asking me plenty of questions to get a good idea on what I wanted to a achieve, which shows in my new style, and is the perfect cut for me
Oh and the salon is beautiful.
I highly recommend
Thank you so much.
Last Thursday I had my second appointment with Andrew. Again, he gave me a hairstyle that I loved. He listened to me, took note of the photos I showed him, and gave me exactly what I wanted. After each haircut, whenever I looked in the mirror I felt overjoyed by how good of a job he did. I could not be more grateful for him. All the staff are friendly and helpful. It’s a well-maintained, aesthetically pleasing place, with a lovely atmosphere. I highly recommend 🙌❤️
Very pleased, as always, with my hair cut done by Andrew. I always leave the salon feeling a million dollars! The new salon is great. It’s spacious, light and airy and has a very relaxing ambience.
Another fabulous colour, cut and blow dry. Always a pleasure to spend a few hours with Andrew, Adam and the rest of their lovely team in the gorgeous ‘new’ premises. Come out feeling like a million dollars!
Had hair styled , cut and coloured today with Andrew and his lovely team. Result excellent, very satisfied. Came out feeling a new woman ! Look forward to my next appointment.
Andrew used to do my hair years ago and when I was able to change the location of my hair appointments I did not hesitate to get back in touch with Andrew. Andrew listens to what you want and always delivers results that exceed expectations. I
Thank you so much for taking the time to share your review with us. We sincerely appreciate all of our customers and been able to gain their feedback will help and support us to grow and evolve in the future. 💛
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