Livetruelondon Reviews 120

Fedrico is by far the most thorough and incredible hairdresser I have ever had. He takes so much time to consult with you and work out what you want, and always delivers beautifully. As if that wasn't enough he is the most lovely person. Highly recommended!

Great Service. Professional, on point , friendly service from frederico. Highly recommended if you are in south london

Federico is the best!! Great colour as usual, I highly recommend him

Federico is passionate, skilled, and meticulous. Always leave with an immaculate cut and wouldn’t go to anyone else.

I always have the best haircut at Live True with my man Federico. He understands what I want and he is always so professional. Go and see!

Federico was great. He knew exactly what I wanted (from my poor description) and did it!

Federico at the Brixton salon is brilliant. Always does an amazing cut, the best bouncy blow dry I’ve had that lasts and looks natural. Now have my sister coming to him also for cut and balayage. We always have a great chat and the whole experience is a real treat. Couldn’t recommend enough.

Had haircut and blowdry with Federico in Brixton. Federico is very friendly and made my hair look fab! Will definitely come back again!

Had a brilliant experience with Federico. Came in for quite a dramatic change, with a few reference photos and a vague vision. He brought it to life, with little to go off. Also a very nice person and a relaxing time overall.

Federico is always amazing!!! He is the reason why I am with livetrue for the last 7years!
Livetrue also looks after their clients so all good!! 👍🏼

I went to Federico today and I had an amazing experience! Highly recommended!

I have been going to the Live True London at Brixton for a long time and Federico always does an amazing job with my hair!

The most awful experience ever. So I went for highlights and wash, cut and blow dry to their Soho branch. Once I got there, my highlights request was changed to balyage - as advised by the professional. I was assured it wpuld be exactly as I wanted - a significant change to my hair colour and appearance. Although the colour was ok, the end result looked like someone had half finished my hair. It was not good. The baltage did not cover what I was told it would and it looked like a careless mess. After I had left the colour to settle for a week - as advised - I then wrote in. I was offered a consultation with the stylist who did my hair and she said I needed highlights - which is what I wanted in the first place!! She said she would email customer services to let them know and I have since heard nothing So, the relentless emails back and forth continue; Livetruelondonwhere say they are looking into things and will get back to me. They've been saying that for about 3 weeks now and nobody has bothered.
Below is the extract from my email detailing the whole incident.
1. I asked for highlights, was advised by the professional to get balayage - which I did.
2. I paid over £20 more than the agreed price of £180 for a service that has not met my needs. When your colleague told me Alex was not available to do my hair and so Freya would do my hair- I agreed. However none of your colleagues told me I would pay more. Not one. (So, just a point here, the original stylist went off sick so they gave me a replacement. However, they omitted to tell me it'd cost around 30 quid more).
So now, I have paid more than agreed price for a service that has not met my needs. To add insult to injury, when the stylist looked again at my hair, she said I'd need highlights - which is what I wanted in the first place!
3. She claims to have emailed customer services - and now, to add further insult, no one bothered to reply.
I am not pleased. At all.
Don't waste your time or money. That's all they want - your money!

Worst hair service ever experienced Soho branch.

The reason I’m writing this review is after a terrible experience with Live True London Soho and complaining to their customer service I never received any reply let alone even an apology. And now after using better salons I’ve realised how ripped off I was.

I’d had two blow drys in the soho salon previously so when advertised their 50% colour sale I decided I would try a cut & colour there.
I spoke to a receptionist who booked me in for a patch test & consultation on the Tuesday 4th for appointment Friday 7th October last year. The person I had my patch test with was lovely but turned out he wasn’t free for my Friday appointment but assured me his colleague would be fine. He took pictures of my hair with colour notes so the next hairdresser would know what was needed. I thought that odd to have a consultation with a different stylist but thought I could trust their expertise.
On the Friday appointment my initial chat with the hairdresser was so uncomfortable I wish I had left then. She asked what are we doing & I explained the colour update & asked if she had received the colour notes from my consultation to which she stated rudely pictures were of no use to her & so it’s better I just tell her now so she can get it right. It was very odd. When explaining the colour & showing her pictures of my hair with a similar shade she sighed and said ok fine I’ll mix up the colour. It was all very uncomfortable. When we looked at my colour before drying a few hrs later it wasn’t right. She got angry with me, stated I was difficult, telling me she did what I said & made such a scene in the salon that another stylist who was friendly & kind told her what toner she needed to use to fix it. I was so embarrassed & frankly angry at how no one stepped in to tell her not to speak to a customer like that. Her attitude was so bad that a new customer who was waiting for her cancelled her appointment on the spot. After finally finishing my toner the atmosphere was so bad I asked her to dry my hair & not cut it as I didn’t trust her as she’d made me feel so uncomfortable.
When going to pay, the bill was £225 with 50% off! I have never paid that much for my hair for a cut AND colour let alone just colour. When pushing back & asking how that ads up the receptionists smirked to each other & stated that’s the price so I had no choice but to pay.
I sent emails to Live True London but received no reply. I even called in to make a complaint and a receptionist said someone would get back to me who never did. I would avoid this salon at all costs.
My previous hairdresser who’d left the salon I’d met him in (hence why trying a new salon) has since set up his own salon near to me. He’s incredible, lovely & my cut & colour with him costs £150 that includes my highlights & toner.
Live true London was a very expensive unpleasant mistake of an experience. I’ll never go back!

As all Livetrue locations operate under the same customer service manager I am leaving this review for all locations. However my specific appointment was at the Brixton salon.

I had an appointment on Saturday afternoon for a root tint (to cover greys) and a toner. Everything looked fine as far as I could tell in the salon and the stylist did not bring anything to my attention otherwise. I paid and left. I walked home and saw my hair. To my surprise my roots were still grey in areas (indicating she did not colour them accurately) and bright orange in other places-mainly the top of my head. I immediately walked back to the salon - Thankfully I live close- and spoke to them. They had a review of my hair and said "the problem was we didn't have your usual colour so we tried to mix up a different colour and it didn't work." I told them they should have alerted me of this and I would have not done the service. She definitely must have noticed this as she was drying my hair and said nothing because when I came back in she did not seem surprised and knew immediately why this happened.

They offered to fix it, which would mean coming back the next day, spending another afternoon there, and paying for another babysitter. Regardless, I was unable to do so anyway as it was my daughter's birthday the following day and the day after that I was leaving the country for a wedding. They told me to obtain a refund I had to email customer service with the photos and it wouldn't be an issue. Which I did immediately with these very clear photos attached.

Customer service did not offer a refund they offered to fix it. I told them at this point I only wanted a refund. They emailed back yet again and said they wanted to fix it and yet again did not offer a refund. I emailed them back again and told them that as I had to be in a wedding I had to colour it myself the night before the wedding and only wished for a refund. They wrote back and said they were no longer able to help and I could not have a refund as I coloured my own hair before they had a chance to review it in person. This is absurd. I DID go back in and they reviewed it that same day in person.

You should never be forced to let people redo your hair once they have done a poor job and you have lost confidence. Furthermore, denying a refund for saying they didn't get a chance to review it when they absolutely did review it in person is ridiculous.

So they plan to keep my money for services rendered terribly and this is all incredibly unfortunate. I have been to LiveTrue many times and had they made this experience right by refunding me, I would have remained a customer. However, now I will not be returning and I want others to know about this unfair refund policy before they decide to make an appointment here.

They had every chance to do the right thing. Again, they did offer to remedy this but it's not fair to force people to come back in to let them fix it if all you want is a refund for poor service. It's incredibly disrespectful to a customer.

Love my haircut today with Natasha @soho branch.

Hello,

Am very very disgrace and disappointed about how your branch at Brixton sort my appointment.

I went there personally to book for the 4th June at 13:15 a week ahead.

Today I received a voicemail asking me to come in at 12:30, so coming from a long hours shift at work , I’d tried and manage to get there by 12:30 not having enough sleep so I could just get it done.

When I got there , receptionist telling me that they made a mistake and have to wait for an hour !!!! This I find so incompetent and unprofessional.

It’s my first time and would not ever going to recommend or come to any of your salon ever again! A big turn OFF!!!

AVOID AVOID AVOID - extremely disappointed with my hairdresser (senior colour specialist) messed up my colour, as the toner has been washing out (it is not permanent) my hair is starting to go extremely ginger!! This is not what I asked for! AVOID - extreme prices (paid £423 doubled to what they said on the phone) and got poor results!

My recent experience at Live True Clapham was way far from ideal or acceptable and definitely the worst I had in my whole life. I booked using the 50% promotion on colour for a balayage and haircut. After waiting for longer than 30 minutes, I had an initial chat where I explained to my stylist what I wanted: a dark brunette balayage look with also some subtle chocolate/lighter brown lights, definitely not blonde. I showed two inspirational pictures as a reference and that I wanted it to look natural rather than highlights coming off my roots or anywhere near the top of my head; he seemed pretty confident to understand it. There was no more questioning about the colours and I was not even given a palette of samples or options to consider in terms of toners so it seemed like the stylist knew exactly what he was doing. However, at this point, I could already feel communication was not easy between the stylist and me because of the language. The stylist was extremely limited in his words and I could often not understand what he was saying, English was clearly not his first language and I felt he was struggling to communicate or express himself all the time. Once washed, I saw my hair was getting extremely blonde and light so I asked the stylist if my colour was going to be like that because that's the opposite of what I wanted and he confidently said of course not, not blonde. However, as I was getting my hair blow-dried, I noticed it was looking much lighter than I expected and the highlights were definitely too high up my head rather than more natural and subtle. I thought it was definitely looking lighter than I expected or wanted but maybe it was just the light inside. As I met with my friends outside after my 5 hours appointment, I realised my hair was definitely looking blonde with a few brunette highlights rather than dark brunette with subtle chocolate highlights as I wanted. It was also not looking like a balayage, there was no depth to it. I called the salon a couple of hours later to explain this, and the receptionist offered me a slot the day after. She said that another senior colourist would be there to help me get it fixed, that I could talk to him and explain the situation and what I wanted and him with the previous stylist would sort it out for me. The day after, I explained the situation to the senior colourist and showed him the exact same two pictures I showed the previous stylist as a reference for my look, for what I wanted. He agreed that it was looking a bit too blonde and light, that there was no richness in the colour and it was blunt, and that of course, the results were not matching the images I gave as reference. That's when the previous stylist came to put the toners on, when all this time I thought it was the senior colourist who would be taking care of it (just like they promised me). After the previous stylist put the first set of toners, no one and I mean no one in the salon, came to check on me in 1 hour and 35 minutes, no one was counting the time or checking how the toner was doing, how the colour was working, which is common practice in any salon. After that, another colleague came to wash my hair for about 20 minutes. He offered me a glass of water which I accepted but was never given to me. The stylist finally came and finished the toner and then he washed my hair and did the blow-dry. After it was finished (3 hours later), the senior colourist suggested that I should contact Customer Service. I did contact Customer Service explaining everything that happened in detail and they were extremely defensive from the first email, looking to "investigate further" as if they wouldn't believe me, but barely any apologetic or keen to show empathy and provide a solution for a customer. I provided them with photos showing how the hair looks like now but they said that there's been too much time and impossible to judge so no solution given whatsoever and no apology either despite constant communication for weeks. Worst hair experience in my life and worst customer service!

I have just left your soho salon and am deeply unhappy with my experience.

My hairstylist flicked hair with bleach in my eye which then began to burn after me bringing it up with her twice someone then asked if I wanted to wash out my eye. There was no eye wash in their first aid kit nor did anyone offer to get some. The hairstylist drying my hair burned my neck and I was left waiting for an extraordinary long time before my blow dry despite me making it clear that I wanted to get out to buy eye wash.

My make up is ruined and I had planned to go for dinner which I have had to cancel so that I can go home and monitor my eye.

To top this off I was not offered any discount or even a proper apology. I am astonished by the awful level of service. I did not feel able to argue my case at the end of my appointment as I was desperate to get first aid but I am actually quite shaken and worried about my eye.

I want someone from your customer service team to contact me tomorrow.