TONI&GUY Tunbridge Wells

I went for my hair appointment today (5th March) at Toni and Guy, Tunbridge wells branch. When I booked my hair appointment the previous week I was quoted full head of highlights and low lights with a trim at the price of £110.

During my appointment they also did a toner and conditioning hair treatment without my request to do so. They did not ask and they did not mention an extra cost. I didn’t question the extra cost because I had never been charged at my three previous appointments for the extras they offer on the day.

I was extremely happy with the outcome and in no way fault the technicians personally. They did a fantastic job!

When it came to paying I went to buy hair oil and pay the expected price of £110 for the hair. I was shocked when the manager of the store said it was going to be £222! I was confused and livid! I questioned why it was so much and she didn’t have on record the person that booked my appointment and only the last appointment I had in September 2017. The two previous appointments weren’t on the system.

I had to leave to calm down. I returned ten minutes later to discuss the situation again.
I walked directed up to the owner and asked to speak with him. He completely dismissed me to dry someones hair and directed me to his Manager. She was rude and very unhelpful. All she stated was that the extra treatments that i had last time were not on the system and told me i was undercharged the previous three times!!!

I returned the oil and I will NEVER return after the experience today!

My wife has been visiting this salon for sometime now but recently there had been a massive change in staff and management. Her last visit, with a new stylist, the manager, resulted in an hours delay while the manager continued to cut and restyle her previous client. My wife’s hair was then rushed through(having sat around for an hour) because the stylist/manager was trying to make up time!
Today, having made an appointment with a different stylist, was told on arrival that her stylist was off sick and it would seem she should have been contacted by phone to inform her of this which could have resulted in a discussion about an alternative solution. No phonecall was received prior to her leaving home. An alternative stylist was offered her but he was still cutting hair and so another long wait would have been necessary. She left refusing the alternative arrangement. Maybe she was unfortunate but it appears to us that this is a salon that is being very badly and shabbily run with little consideration being afforded the client. We do not live locally. The trip into Tunbridge Wells takes 30 minutes and parking fees are high. None of this is taken into account.

Got quoted for a cut and colour so booked as it was a good price. When it came to paying, they charged me double. I can't complain about the quality of service, but I can't afford a bill of over £220 when I'm not expecting it. When I got over the shock, I was horrified the owner wanted nothing to do with my complaint and passed it on to the assistant manager who was horrific... And needs to be brushed up on. Customer service. Im only posting this to warn others that if you want your wallet raped.. By all means book in at toni and guys... Disgraceful!

I believe my words will give this ladies no real justice. I was completely botched by another salon and came to them for help. I was in tears and desperate as my hair was tearing off.
The lovely lady at the reception was kind and welcoming even over the phone and much more so in person. I had a pleasure to speak to lovely Gemma who took her time, despite her busy schedule, to consult with me what my options are. She handed me over to Emma, she wasted no time in giving me a hair cut and cutting all the burned, ruined hair off. They were calming and reassuring. They advised me on what to do next and what steps I should take to improve the condition of my hair. I have returned today to have my colour changed, I am again sitting with Gemma, hoping that my hair takes the colour. She is unbelievably professional, calm and confident in her work. It is such a refreshing thing to see. I could scream, that's how grateful I am! It's a salon with a heart and the ladies I have dealt with here are exactly what I needed and what we all need. I have found my dream team.

I have just had a cut and colour this morning. Emma and her staff were very good and were wearing masks and making sure everything was clean. Thanks you girls my hair is fantastic.

Thankyou. Efficient booking system.very polite and friendly. The assistant who washed the hair also offered a drink and chatted sensitively. The stylist, Dean, was interested in my requests and checked as we went along. The cut was as I asked and although I haven’t yet washed my hair it seems to be excellently cut and blow dried. Very pleased with the service and the attention to detail.

My first visit to Toni & Guy and I was not disappointed made an appointment with Gemma Style Director at Tunbridge Wells Salon Gemma made me feel so welcome gave me a lovely hair cut very professional I have re booked highly recommend

I’m very happy with my hair! It’s never looked better - Gemma is a genius at colouring, as is Emma with the scissors.