My mummy’s break-up letter to Toni & Guy.
Dear Toni & Guy, I’m sorry to have to do this online but you see I couldn’t do it face to face.
My mummy needs to break up with you.
She’s gone to great lengths to keep the relationship going. She’s been a loyal customer for 10 years, seen over 3 managers run the salon in Basingstoke, she’s gone through 2 house moves, 1 wedding and a pregnancy with you.
But now it’s time to say goodbye. Your relationship has fizzed out. You don’t ‘do it for her‘ anymore. The only spark is that from a dodgy hairdryer.
Her friends have told her to leave you long ago, saying that you were bleeding her dry, you never paid for anything and she always came out of the salon feeling robbed and not good about herself. This shouldn’t happen at a top hairdresser.
The final straw, like the straw-like feeling from her supposedly sleek hair, came this week when she actually cried while having her hair done at your salon.
It was a catalogue of errors and the feeling of being made to feel unwelcome. Right from walking through the doors, staff were heard bitching about other members – really unprofessional. Being told that she was undercharged on her last visit and being made to feel it was her problem and it “won’t be happening again“. They told this to a customer that till only a year ago had been getting her hair coloured and cut for £140!! My mummy must have spent thousands in that salon and they are arguing over a tenner! Jeezee!
She’s noticed that things have been getting worse at the salon since last year. The place looks shabby, uncared for and dirty. But today her whole experience was one she’d rather forget.
It’s not nice sitting for a long period of time with cold colour dumped on your hair, having to go and grab your own magazine because the ‘girls’ are having a mothers meeting at reception.
Then sitting at a cold sink for a further 10 mins, with the TV’s above you blank (broken or not switched on).
Then having the torture of colour being dragged through to the ends of your hair with plastic gloves pulling and yanking. It made my mummy cry out in pain a couple of times.
She told the lady that she was hurting her, the technician wasn’t best pleased that she spoke up to complain and as a result she didn’t get a head massage, actually she was unsure she even got conditioner on her hair at all. The worse hair wash she’s ever had. Visiting the hair salon should be a comforting and relaxing experience. She could actually have washed her hair better at home.
In this day and age when purse strings are tight and my mummy doesn’t get much time to treat herself you expect a level of customer service and care. Going to get her hair done is my mummy’s only indulgence. Now she’s not even having a good time relaxing. You may think that my mummy is overreacting here (this is the first and hopefully the last ranty post she’s every written on the blog).
Visiting Toni & Guy used to be her escapism her sanctuary, a place to reset and make herself feel good.
Towards the end of her blow dry she had 2 technicians pulling in opposite directions with roller brushes trying to dry her thick damp hair. Tears streaming down her face, they didn’t even notice her discomfort. My mummy isn’t a confrontational person. However she did speak up to say it hurt but they carried on.
Once they finished she couldn’t even bring herself to look at her face. Her hair was still damp and frizzy. Her scalp was itchy and whenever she scratched her head, black thick colour would be on her fingers. She thanked them polity, cashed in her Toni & Guy rewards card and left. She will never be going back there. As she left she could hear the group of salon girls giggle and stare holes into her back.
So, Toni & Guy I’m sorry to tell you that we’re over. You lost a good, loyal customer today. I’m sure you don’t care, why, you have plenty of customers that get ripped off everyday. Well, not me and not my family. We’re going to go somewhere where they will treat us right, appreciate that stressed out mums need a bit of down time and a pamper. I’m hoping this is just an isolated incident in this particular branch and I would hate for anyone else to go through what my mummy did.
Good bye and good riddance we’ll be better off without you in our lives.
Bella and her Mummy Dawn x