Livetruelondon Reviews 120

This place is hit or miss I went once and got a rly nice job done at Clapham branch. I tried Vauxhall as it was a bit more conventions and got my hair botched so bad. Even over half a year later it’s depressing. I wanted a nice high contrast highlight ballyage with lots of lower lights in. I ended up with the whole top bottom half of my hair bright blonde. Not long after it started just snapping off and ended up paper thin. I never wanted pure bleach it looked nothing like the reference pictures. I feel I’ve actually developed a fear of hair salons now from too many stylists who just go off on their own tangent. It’s not cheap either this place is quite expensive. I did say I liked it at the time as I felt too embarrassed to complain but complained afterwards on email and pretty much got dismissed. I did leave it a bit too long I just hate complaining really but it was very bad and I’m still suffering now.
It was also really badly blended and had a line basically where it stopped versus a fade.

Basically it’s hit and Miss don’t trust the entire place.

I had a cut and colour done with Camila at Live True Vauxall and she was absolutely amazing! Super sweet and friendly, and I loved the results, highly recommend! 💇‍♀️

Unfortunately I was really unhappy with my haircut. It’s noticeably completely uneven, especially from the front. I was never shown the back of my hair after the cut. I left the salon with my hair looking frazzled and like I had split ends. I wish I never booked the appointment. I’m going to have to get my hair cut much shorter to fix it. I’ve tried to contact the salon to resolve this and they’ve not replied to any of my emails. Also the towels smelt of damp.

DON'T WASTE TIME OR MONEY. Went in for a 9am booking and wasn't seen until 10am due to poor staff attendance. No one informed me what was happening or bothered to offer me as much as a water.

Hair colour took FOREVER. I was there for 7 hours total absolutely starving. I was never told how long each step would take and even had to wait with my head in the basin for an hour.

At the end, I was told I had to pay an extra £83 for toner and extra colour even though this wasn't properly communicated to me before (so that was a shock). Staff were rude and forced me to pay and bring it up with customer service.

CUSTOMER SERVICE ARE ALSO USELESS - took multiple emails to get through and they simply refused any refund or sympathy.

Absolutely terrible customer service. Avoid at all costs! I booked a Black Friday deal and in confirmation email, there were no instructions on how to book appointment. When I finally got a response on email they told me the stylist I wanted wasn’t bookable, then when I said I want to book on 21st Nov they told me there’s a whole month blackout period!!!!! Nothing specified this at the time of buying my voucher.

Avoid at all costs.
I’ve had the worst experience imaginable with this salon. My hair was left patchy, blocky, and extremely brassy — it completely ruined my confidence, and I couldn’t bring myself to go into the office for over a week.

I tried emailing and calling every day for more than a week with no response, and when I finally got through by phone, I was told they couldn’t help. I ended up having to go into the salon in person just to get anyone to speak to me.

They then made me book another appointment for a hair assessment, even though I’d made it clear I simply wanted a refund. After this appointment, the stylist confirmed that my hair did need correcting, yet they still refused to refund me.

To make things worse, they later called insisting I come in again for another colour assessment before they could consider a refund as they made an error on who conducted the last assessment. I explained how unfair that was and how awful this experience has been, but was once again told they couldn’t help and would not issue my money back.

This has been an incredibly stressful and disappointing experience from start to finish.

I have been going to Diogo in Brixton for over two years now. Diogo is an absolute professional. He understood exactly what would suit my face shape and hair type, and the results were amazing. The precision and attention to detail were impressive, and my hair has never looked healthier. I remember when I came to the salon first time, two years ago with dull, uneven colour and left with a gorgeous, multi-dimensional shade that looks straight out of a magazine.
Since that day I have never felt more confident about my hair and I wouldn’t change him with anyone else.
Diogo really understands colour theory and how to make it work for each individual. He is very acknowledged and patient and his priority is to make his clients feeling happy and beautiful so he takes all the time necessary to do so.
Simona

DO NOT come to any Live True Salon. Their Google reviews are fake.

They cancelled appointments on the day and refuse refunds.

Worst customer service of your life.

Horrific low level stylists and some lack actual qualifications. My hair was left burned and damaged not to mention they will overcharge you and put pressure on you.

Save yourself the stress please.

I bought an online coupon for hair services (£150), but seeing the bad reviews I have decided to not ruin my hair by them.
I have emailed the customer service for more than 2 weeks ago, yet no response at all.
Terrible service.

The worst customer service I have ever received. I have been a regular in the Clapham branch, then the Soho branch, have had my hair coloured so many times with Live True. I booked an appointment and it said if you haven’t had your hair coloured with us you need a patch test, I have so I booked the appointment. No one contacted me then the next day I turn up and they cancelled the appointment. It was for a special occasion so I could not reschedule and asked for a refund. The lady said no problem go through Treatwell. Treatwell then said go to the salon, it has now been 5 weeks since this appointment, I have emailed 9 times, called 5 times and used the WhatsApp service and not one person had gotten back to me. Every time I call they say oh so sorry I will get the manager to call you back and they never do. I will now be seeking legal advice from citizens advice. Appalling and disgusting way to treat clients that are loyal.

I’ve been going to Diogo at Live True Brixton for over a year now, and I honestly wouldn’t trust anyone else with my hair. He completely transformed it after a bad lightening experience — my hair was dry, damaged and uneven, and now it’s the healthiest, shiniest and most beautiful it’s ever been!

Diogo always gets the tone and blend absolutely perfect — the transition from root to blonde is seamless, the colour lasts beautifully between appointments, and it still feels soft and strong even after lightening. Every visit he takes his time to make sure everything looks flawless and gives me the exact result I want (often even better!).

If you’re looking for someone who truly knows how to keep blonde hair healthy and stunning, Diogo is the one. Couldn’t recommend him enough! 💇🏼‍♀️✨

I had one of the most disappointing experiences with this salon. I paid £240 for a keratin treatment which was very expensive, yet it left absolutely no visible change to my hair. When I raised a complaint, I was told to come in for an “assessment.” At the appointment, the stylist barely looked at my hair and simply told me to come back the next day for another 2–3 hour session, which I had already explained I could not do. No proper solution was offered.

What made the situation worse was the rude and unprofessional attitude I experienced during my visit. Rather than taking responsibility for the failed treatment, I was dismissed and left with wasted time, additional stress, and no resolution.

Since then, I have sent multiple follow-up emails, but weeks have now passed and I have still not been given any solution or refund. Paying such a large amount for nothing in return is unacceptable, and the complete lack of customer care is appalling.

This has been a terrible experience from start to finish, and I would strongly advise others to avoid this salon.

I had an absolutely horrific experience with their keratin treatment. I notified the salon thereafter who told me I needed to email customer care. I then followed up with customer care 6 times with no response, no resolution. It’s absolutely a scam of a company. They did nothing to rectify the issue and I’ve now had to go elsewhere and spend additional time and money to try to rectify their issue.

Appalling service - I am a regular client and was charged £208 as a no show on an appointment cancelled by True (due on 16th Aug). I rebooked for 19th Aug which I was then charged for and then received an email to advise a £208 no show fee! I contacted customer care and was promised a response within 7 days - no phone line and no response. Please respond for a resolution.

I have been trying to get a refund from them since they were not able to book a suitable aappointment.
Not only it took them ages to get in touch about the booking.
But now it's been a month and infinite emails about getting a refund and so far it has not happened yet.
Very unprofessional

Unfortunately, the professionalism of the hairdressers here is non-existent. Not only did they screwed up my haircut but charged me for that. The central office wouldn't answer my emails - I was going to get a refund. I went for a reassessment and they agreed that the haircut wasn't good, but I've been trying to reach out to them for 3 months now to get my refund and so far nothing. Don't use their service, pls

Honestly no wonder the reviews for this place are so terrible. Had a balayage here a few months ago (along with a patch test) and emailed to rebook. I emailed to change my service to a full head colour A MONTH AGO and had no response until Friday in which the receptionist said if u wanted a quote I would need a consultation but there was no availability for one. I said I would be happy to proceed without a quote. I then arrive and they say I need a different kind of patch test and that they wouldn’t be able to do my hair. No mention of this is any emails (that’s when they bothered to reply at all) and no apology or alternative option. I even agreed to go ahead and sign a waiver and they refused. Or might I say the manager refused over text message and let the receptionist bear the brunt of the situation. Day absolutely ruined.

Do not book here! Absolutely terrible “balayage” which turned out to be streaky orange chunky highlights starting an inch from my scalp. Uneven hair cut and the worst fringe I have ever seen. Went in for a meeting with member of management who was also shocked by the awful results. Customer care team ignore emails regarding a refund I had been promised - waiting 3 weeks for a refund and now am being ignored

If I could give 0 stars I would.
Genuinely the worst customer experience I’ve ever had.
I had my hair done by Vivianne Figueiras, who ruined my hair. I asked for a blonde balayage and left with darker hair than I went in with! I tried to settle with her separately but she insisted it was the best she could do - I’ve been to multiple salons and never had someone do such a poor job. She then decided to ignore my messages, which seems to be a theme with anyone and everyone at this company.
Contacting customer services is impossible, only via email. They take 5 days to respond to an email, and it’s now been 3 weeks since the last reply despite multiple follow ups from my side. It’s totally unacceptable to be left this disappointed and upset without any suggestion to rectify the issue. Especially to be ignored across multiple platforms (have tried calling/instagram/whatsapp/email).
I could write so much more about this experience but just take this as a warning to avoid at all costs, both the stylist and the salon.

THEY NEED TO FIX THEIR ATTITUDE / CLAPHAM
I have been a loyal customer for over a year but I will not be going back. I called about a refund I have been waiting for over a week. They kept saying “we will do it today” or “tomorrow” and nothing happened. When I told the person on the phone that it was taking too long to fix a mistake they made, he got defensive and said “first of all I did not make that mistake.” I explained I was talking about the company as a whole and not him personally.

This is not how you handle customers. They overcharged me and are taking far too long to correct it. The reception team is unhelpful and needs serious training. Two months ago I arrived for my appointment and the receptionist was too busy playing on his phone to even greet me. It took him four minutes to notice me. No hello, no welcome.

To be clear, I have no problem with the quality of the hair service itself. My hairdresser was always great. But the hospitality and customer care at reception is awful.