I had purchased coupon for a Keratin treatment and arrived for my appointment, only to immediately be advised that because my hair was longer than my shoulders, I would have to pay an extra $29. I told them I had just read the coupon before coming in, and it said the charge is for hair over 10cm below your shoulders. Staff rudely said back that "they read them every day, and it is hair past your shoulders," and also tried to explain to me, as if I don't know what a shoulder is, that "shoulder length is here, and yours goes past." Staff finally actually read the coupon and didn't apologise for their mistake, only said that this must me a new one.
After washing my hair, staff said was going to speak with a customer for 2 minutes, and would be back to blowdry my hair after. After 15 minutes, another staff member finally came to blowdry, with no explanation. After applying the keratin treatment, staff said would leave it for 10 minutes while staff took foils out of another customers hair. Staff did this, then proceeded to have a 30 minute phone conversation with what sounded like their management. Again staff returned with no explanation or apology.
After the blowdrying and straightening was complete, staff tried to tell me that without buying the shampoo, conditioner, mask, and thermal protector (costing a total of $130), my treatment would not work. All this after I had already had it done. Both staff looked at me when I politely declined to purchase these items, as they are far out of my budget. They proceeded to try to say that i would buy the equivalent of that in hair products in 6 months (which is how long they say these products would last), which I definitely would not.
Overall, I thought the staff were rude, did not care about the customer experience, and tried to guilt me into every possible extra charge.