Livetruelondon Reviews 120

I booked an offer for Full Head Balayage, Cut & Blow Dry at Live True London (Soho), priced at £138. I completed the required patch test in person ahead of the appointment.

On the day of the service, I was told they couldn’t colour my roots because I supposedly needed a separate root tint patch test — something that was never communicated to me beforehand. They still offered to do the balayage (without the root colour) and then tried to upsell additional treatments, bringing the total to over £200 — far above the original offer.

I declined and left without receiving the service. I contacted them several times for a refund. Eventually, they responded offering to reschedule but refused to give a refund. After this poor communication and customer service, I no longer wish to return.

Extremely disappointing experience, especially as a first-time client. Would not recommend.

Employees! Don’t waste your time here! I attended the scheduled trade test at 10:00 AM today, but unfortunately, I was disappointed with my experience. The manager was not present at the agreed time, ( they said she will come at 11) and my model had not been patch-tested for the root color, only for semi-permanent tinting.They said I can’t do her colour. If the company wants to see only the final result I can just show my portfolio.How the hell can i do a nice job if my client not skin tested for permanent colour.
The condition of the salon was unacceptable — it was messy and unclean, which raised serious concerns. Arrived 10 minutes early, as a professional would, travelled 1 house from north London, they don’t even say hello or not welcoming at all. ,Additionally, the receptionist seemed unaware of where they were supposed to be. Given the poor environment and lack of professionalism, I have decided not to proceed with the test.

Livetruelondon in Soho
I want to leave an honest review of this salon. It was my first visit, and I really liked it, despite some initial doubts. I was with the stylist Karolina—she listened to me carefully, asked about my preferences, and was very polite and attentive. It was clear that she knows her work well. The result of the haircut, styling, and treatment exceeded my expectations—I got exactly what I wanted. I would definitely come back. I can confidently recommend this salon and, in particular, this stylist.

Absolute nightmare. False advertising of balayage services for new client offer - I’ve come out with a head full of multi-coloured streaky highlights and was made to pay for an additional toner. Customer service has not come back despite my persistent efforts of ringing up the salon and emailing for 4 days straight.

I went into the salon before Christmas to get what I thought would be a colour refresh and very similar to what I already had - brown with caramel highlights. Instead I turned out to be a yellow / green blonde and the colour was quite frankly disgusting. Leah had informed me that if I didn’t like it I could come back in and they would put a toner on it. 2 months have gone by, Christmas included and not one single person has notified me when I can come into the salon. I therefore had to live with this disgusting hair for Christmas and new year and was so upset by it. It has become apparent that LiveTrueLondon do not strive for excellent customer service and clearly could not care less about maintaining their clients.

At the start of January I found out I had broken my hip, so travelling to and from the salon was challenging. I went in 3 times to try and get some form of help as no one was responding to my emails…still nothing. I finally broke down in the salon because I had sent 10-15 emails and still had heard nothing. Absolute scam. Do not bother going to this salon, unless you want to be utterly disappointed. Member of staff just tell you there’s nothing they can do and not one bit of empathy for the situation. Quite possibly the worst customer experience ever and I will never go back.

I asked for a semi permanent colour to bled my greys and tone down lightened ends. As soon as i saw colour I mentioned that it was a bit orange. Got a curt response that it was what I asked for. IT WAS NOT. Paid and left the salon thinking its semi it will wash out. It has got more orange (in some lights ginger) as days have passed. I wrote asking for a correction. They have refused. Not what you expect from a central London salon that values its customers!!!!! I also requested to know what was used on my hair as it seems lighter and i"m wondering it there was any bleach used as it dosn't seem to be washing out either. They havn't responded. I really wouldn't recommend this salon on the basis of their total lack of concern for customer satisfaction. I was hoping to be a long term customer. Now looking for an alternative to do colour correction.

Honest Review LivetrueLondon Disappointing Experience & Poor Customer Service

I booked an appointment at Brixton for a caramel balayage on December 1st. From the start, the experience was frustrating and unprofessional.

1️⃣ Appointment Issues
• My original appointment was at 12 PM, but upon arrival, the stylist wasn’t sure she could achieve the color and insisted on a strand test.
• This delayed my appointment to 2 PM, disrupting my schedule and childcare.

2️⃣ The Final Result – Not What I Asked For
• I showed clear reference photos of a caramel balayage, yet my hair turned out an ashy blonde with a patchy, uneven effect.
• The stylist even admitted there was a foil bleed at the front, leaving a noticeable ginger patch near my forehead.

3️⃣ Poor Follow-Up & Customer Service
• I returned to the salon, where another stylist agreed my hair was too ashy and recommended another toner.
• After multiple emails, the salon’s responses were delayed, dismissive, and unhelpful.
• I was offered an appointment I couldn’t attend due to the short notice.

4️⃣ No Fair Resolution
• Despite clear dissatisfaction, I was denied a refund and instead offered £106.50 store credit—not even the full amount I paid (£180+).
• I have no trust in the salon to fix my hair and requested to use the credit for products instead, which they refused.

5️⃣ Final Thoughts
• The balayage I received did not match what was promised and has now left me needing a color correction elsewhere.
• The lack of accountability and poor customer service have been incredibly frustrating.

💬 Would I recommend live true london Absolutely not. If you’re considering balayage, I’d suggest going somewhere with skilled professionals who actually listen to their clients.

#HairFail #BalayageGoneWrong #SalonReview #CustomerServiceMatters

Booked a “Luxury Haircut with Bespoke Consultation and Treatment at Live True London” via Virgin experience… this was everything but LUXURY! This service meant to include:

Luxury Haircut with Bespoke Consultation and Treatment at Live True London- I CONSULTED MYSELF AS THE HAIRDRESSER HAS BARELY TOUCHED MY HAIR AND LISTENED TO WHAT I WANTED!
Expert advice and service from knowledgeable hair stylists- DIDNT ADVICE A THING!
High performance backwash treatment- SCALP DIDNT FEEL FRESH AND CLEAN
Bespoke cut and blow-dry- THE ONLY THING BESPOKE WAS MY LEFT SIDE LONGER THAN THE RIGHT! I even mentioned it to the hairdresser!

£66 I wasn’t event told what products and treatment she used on me! Not to mentioned the blowdry barely lasted half an hour! Absolute waste of time and money! Never again!

I had a hair mask, haircut, blow dry with Nilmi at Live True London Soho and could not have left happier. Not only is Nilmi very sweet, she made me feel at ease and like I could trust her with my hair completely. My hair feels super soft and healthy and she did exactly what I asked for whilst talking me through the process to manage my expectations (it never turns out exactly like the inspiration photos but it’s sure close! :)). Very happy and will be back.

The customer service is very misleading. I purchased a voucher on Black Friday that I was told I couldn't use even though I complied with all the terms and conditions.

I bought one voucher and a pop up window came up saying that I could buy other voucher at the reduced price so I bought one more. I then asked to book an appointment for December and one for January. They booked the appointment for December and didn't say I couldn't book the second appointment when I asked for a specific date. When I followed up to find out if the second appointment had been confirmed they said I couldn't book it as I wasn't a new customer. I bought that voucher as a new customer on prompting by the company to buy an additional voucher. They encouraged me to make the purchase and did not tell me when I tried to book the second appointment back in December for January that I couldn't use it. I asked them to get back in touch and they didn't bother. For the sake of not honouring a voucher that would have reduced the price by maybe £70, they have lost themselves a customer who would have continued to return, but the poor customer service isn't worth it. I don't understand why they would pay to do a big FB advertising campaign only to give such poor customer service that people don't come back. That's really poor business practice.

It's the second time I have visited Livetrue in Soho, Wardour Street near Oxford Street.
I asked for Victoria, as she did such a lovely cut on my hair last time.
I had a treatment and scalp mask and cut and blow dry and a treatment to take home.
The scalp treatment was lovely, so relaxing.
It was a great experience Victoria makes me feel at ease and she is very professional at cutting my hair and she blow drys it straight so quickly and easily. I wouldn't be able to do it.
Would definitely recommend the salon to anyone and will definitely book again.

I had the worst haircut of my life here, nothing I asked for was done, my hair looked terrible afterwards and it was very unprofessional - only about a 5 minute haircut when it usually takes 20 mins at least. I asked for a refund, sending pictures and everything, and no appropriate compensation or help was offered due to very specific Ts and Cs. Will never come here again and don't recommend this poor customer service.

Poor level of skills.
Haircut not as requested, stylist didn't seem to know appropriate techniques. If complain they rely on extensive T&Cs to get out of any liability. Avoid!

I am extremely disappointed with my experience at this salon. I requested a trim, asking for
about 5cm to be taken off, yet the hairdresser cut off at least 15-20cm, leaving me with a
shockingly uneven haircut on top of that. The layers looked choppy and unblended, more like
steps than soft layers.
On top of that, the colour turned out yellow, which I pointed out immediately. The hairdresser
attempted to fix it, but there was no real improvement, and she insisted it looked fine, despite
my feedback. I ended up sacrificing a day of my holiday to urgently find another salon that could
repair the damage. It took a skilled hairdresser a few hours, horror and shock to finally make it
look somewhat reasonable. She couldn’t believe what she saw.
I contacted the salon, hoping for an apology or a resolution, but they only offered a
“reevaluation”—which was pointless as I couldn’t keep such an awful haircut for any longer
than a day as I had to go back to work. Even after I sent them clear photos of the initial disaster,
and how a real hairdresser fixed the hair, they continued with the same unhelpful response.
Communication was frustratingly slow, and there was no accountability or understanding of the
inconvenience caused.
If you value your hair and want a professional service, I strongly recommend you look
elsewhere. This experience was a huge disappointment, and I’m honestly surprised at the lack
of skill and customer care. Save yourself the hassle and go to a salon that will treat your hair in a
way where you won’t need 2 years to get it back to where it was again…

Horrible salon in Soho. Dirty and terrible service. They dont listen to what you want doing to your hair. Water was freexing and left with a soaking back. DO NOT WASTE YOUR MONEY. They overcharge when it comes to paying. I had to dispute. Greedy, not professional and rude.

Disappointing Haircut Experience

I recently booked an appointment at the Brixton location of this salon, leaving work early to ensure I arrived on time. Given their award-winning status, I was excited and expected a great experience.

Upon arrival, I was asked about my desired haircut (short hair), but the stylist then disappeared and informed me that she couldn’t cut short hair. I was told to reschedule for the next day at the Vauxhall location. This was quite shocking, especially since it was my birthday and I was about to travel abroad.

The next day, I left work early again and arrived at the Vauxhall salon. After a wait, the hairdresser began washing my hair without any consultation. I requested a style with the back shorter than the front, but the hairdresser insisted on keeping it long. The result was extremely disappointing: one side is shaved round, the other is squared, and the long hair at the back falls awkwardly to the side. I am very unhappy with how my hair looks.

I considered asking for a correction but decided to go elsewhere instead. I hope you take this feedback seriously to improve your services.

I purchased a Groupon for products from this company. I have emailed three times, left three messages and there is no answer. I have been scammed of my money. Unbelievably poor service. No response and money gone. If I could avoid these rip off merchants one star I would.

Sara did a fabulous job cutting my hair. She loved her job and was also good at her technique. Good luck with your future, girl.

I had an appointment at Live True London Soho and woke up the next day with chemical burns on my face. I had the patch test and had no reaction but the toner was put on while I was sitting up and was placed on my face in an unsafe way. A pharmacist confirmed these were chemical burns and has referred me to a skin specialist. I raised this to customer care and shared photos and they responded by offering no compensation, not even a refund, and taking no accountability. My face is permanently damaged and they show no remorse. I had an interview the next day and had to cancel my 30th birthday party. The worst experience I've ever had in customer service. I'm devastated as I will have thousands in medical bills to repair my burned skin and there is no guarantee it will ever fully recover.

Great hair cut and colour from Viola - whole experienced a bit ruined by incredibly rude receptionist. When I came to pay he told me there was no such thing as the money off offer I had been given (showed him the email which confirmed 15 per cent' and he just said 'You said 50 percent', I obviously did not. There was no - 'Oh Im sorry I was wrong - I see we are doing an offer.' Just incredibly rude- I wont go back there now which is a shame as the stylists are great- but let down by awful reception.