Verified Company
had an appointment booked for Saturday the 13th at 11:30 AM.
On Friday, I was contacted by the salon and asked to come in for a consultation before the appointment. I went to the consultation as requested. During the consultation, I was told that they could not carry out the perm (hair curling treatment) because I had a hair straightening treatment about 10 months ago. I accepted their professional opinion without any issue.
I was then told by the salon to cancel my booking, which I did online immediately, exactly as they asked.
Later that evening, I noticed that £90 had been taken from my card, even though:
I did not receive any treatment,
the salon refused to carry out the service, and
I cancelled the appointment at their request.
I find this extremely disappointing and unfair. I paid £90 without receiving any service, despite following their instructions and cancelling properly.
I have contacted the salon by email regarding this issue, but the situation has left me very disappointed. Unfortunately, this is not the first time I have had a negative experience like this.
I would not recommend this salon based on how this situation was handled.
Dear Snip N Shape,
Thank you for your response. However, there are several important points in your message that do not accurately reflect what happened.
I booked my appointment including a consultation. Prior to the appointment, you contacted me and asked me to attend an in-person consultation, which I did. During that consultation, you decided not to proceed with the treatment, so the service was not carried out due to your professional decision, not because I failed to attend or ignored any requirements.
During the consultation, I was clearly informed that if I did not cancel the appointment, a £90 charge would be applied. Based on this information, and following your guidance, I cancelled the appointment online in good faith, believing that no charge would be taken. Despite this, the fee was still charged.
For this reason, I do not consider the charge to be justified, as it contradicts the information I was given at the salon. I remain open to resolving this matter fairly and look forward to your response.
Kind regards,
Radics Edit
I did go to the salon. I was contacted by them and told that I needed to come in. I informed them that I would be able to come around 5–6 pm after work, however I actually went before work, and they refused to do my hair.
So I attended a consultation, and for this reason I am requesting a refund of my £90.
If this does not happen, it will leave a trace, as fraud has occurred.
I have photo evidence that I was there, I travelled by Uber, and I was physically present at the salon.
A red-haired woman named Maria and a male staff member were in the shop and examined my hair.
Reply from Snip N Shape
2025.12.13
Hi Radics,
Thank you for taking the time to share your feedback. We’re sorry to hear you feel disappointed, and we’d like to clarify the situation calmly and transparently.
When booking a perm, it is clearly stated in our terms on Treatwell booking platform that a consultation is mandatory before the treatment. This is to assess hair condition, previous chemical treatments, and suitability. The policy also clearly states that if a perm is booked without a prior consultation and the service cannot go ahead, the appointment is still chargeable. This is to protect both your time and ours, and no exceptions are made.
We contacted you in advance and asked you to come in for a consultation before the cancellation window expired, specifically to avoid this situation. Unfortunately, the booking was cancelled after the Treatwell deadline had passed, which meant the charge was applied by Treatwell, not by the salon.
We did try to contact you again but didn’t receive a response. We received your email later that evening around 11pm, and at that point the charge had already been processed by Treatwell. We are still happy to look into this further with Treatwell to see what can be done, but before we had the chance to fully investigate, this review was posted.
We understand your frustration and are more than willing to continue discussing this with Treatwell to explore possible options. We’d appreciate the opportunity to resolve matters properly.
Thank you for taking the time to share your feedback. We’re sorry to hear you feel disappointed, and we’d like to clarify the situation calmly and transparently.
When booking a perm, it is clearly stated in our terms on Treatwell booking platform that a consultation is mandatory before the treatment. This is to assess hair condition, previous chemical treatments, and suitability. The policy also clearly states that if a perm is booked without a prior consultation and the service cannot go ahead, the appointment is still chargeable. This is to protect both your time and ours, and no exceptions are made.
We contacted you in advance and asked you to come in for a consultation before the cancellation window expired, specifically to avoid this situation. Unfortunately, the booking was cancelled after the Treatwell deadline had passed, which meant the charge was applied by Treatwell, not by the salon.
We did try to contact you again but didn’t receive a response. We received your email later that evening around 11pm, and at that point the charge had already been processed by Treatwell. We are still happy to look into this further with Treatwell to see what can be done, but before we had the chance to fully investigate, this review was posted.
We understand your frustration and are more than willing to continue discussing this with Treatwell to explore possible options. We’d appreciate the opportunity to resolve matters properly.
