1 /5 Harriet Pasco: I’ve been a loyal client of this salon for over 20 years (yes, back when it was called Sunrise!), but after the experience I’ve had this past week, I feel really let down and disappointed - so much so that I’ve felt the need to finally leave a review.
On Saturday, I was called around an hour before my massage appointment to be told it was cancelled due to staff sickness. While I completely understand that people get ill, I couldn’t help but feel frustrated considering the salon’s own cancellation policy would charge me a 50-100% fee if I cancelled within 48–24 hours of my appointment. It felt like a double standard, but I let it go as I had another massage booked for the Wednesday.
On Wednesday, I arrived on time for that second massage, only to be left waiting for over 35 minutes past my appointment time. No proper updates were given and, due to other commitments, I had to leave without receiving the treatment. Again, very disappointing.
Then on Friday, I arrived for a bikini and leg wax. I was seen around 15 minutes late, and only once in the room was I told the appointment would be split - something I was not made aware of when booking. After the bikini wax, I was sent back to the waiting area, and 50 minutes after the original start time, I still hadn’t been seen for the leg wax. I repeatedly explained that I was on my lunch break and had to get back to work, and kept being told, “it’ll just be a little longer.” Eventually, I had to leave, and was told only then that they were ready - but it was too late. There would’ve been another 25-30 minutes of treatment left and I simply couldn’t stay.
Within the space of not even 7 days, I had 4 treatments booked and only 1 was completed - and that one was significantly delayed.
I completely understand that things sometimes go wrong. Saturday’s cancellation I could accept. But what happened on Wednesday and Friday was unacceptable - repeated delays, poor communication, and no consideration for clients’ time. If the salon can’t commit to booking slots properly, they shouldn’t be accepting appointments.
Really gutted to say this, as I’ve always had lovely experiences here in the past, but after this week Im left feeling as though I need to find another salon that is more reliable.
