Pros 
Cons A Spectrum of Satisfaction: R&Z HAIR SALON & WIG SHOP Customer Feedback
R&Z HAIR SALON & WIG SHOP, located in Cheltenham, VIC, consistently earns high praise with an impressive 4.80 rating. Customers frequently highlight the salon’s outstanding customer service and exceptional quality, particularly concerning their wig selection. Many reviewers specifically mention Sarah, a key team member, for her attentive assistance in selecting the perfect wig and ensuring a comfortable experience. Roey, the hairdresser, also receives significant accolades for his skill, patience, and ability to deliver stunning results, from highlighting hair to perfectly executing perms and cuts. It’s clear that R&Z fosters a welcoming atmosphere, evidenced by mentions of the salon being LGBTQ+ friendly and a transgender-safe space. Accessiblity is also well catered for, with wheelchair-accessible facilities a noted benefit.
Here's a snapshot of what customers are saying:
- Wig Wonders: Numerous accounts detail the transformative power of an R&Z wig, with customers feeling “glamorous” and receiving compliments from friends and family. One customer’s experience during chemotherapy was notably brightened by a realistic and colour-matched wig.
- Hairdressing Excellence: Roey is repeatedly praised for his attention to detail, perfectionism, and going “above and beyond” to achieve the desired look. His patience is a particular highlight for those undergoing significant changes to their hair.
- Exceptional Service: The team at R&Z, especially Sarah, consistently demonstrate a commitment to customer satisfaction. Their willingness to help resolve issues, even those arising from salon visits in other countries (as seen with the American customer), showcases exceptional dedication. They show they are happy to fix problems.
Navigating Custom Orders: A Word of Caution
While the vast majority of reviews are overwhelmingly positive, a significant, detailed account raises concerns about the custom wig ordering process. This customer, a repeat buyer initially thrilled with their first R&Z wig, experienced considerable frustration with a subsequent custom order. Despite waiting nearly two years, the delivered wig didn't match the agreed-upon specifications—the cap size was incorrect, lace front was missing, the colour was off, and the hair texture was inferior. Initial responses from the manufacturer were dismissive, and the customer alleges the wig constructed wasn’t of the 'Russian' hair specified.
Here’s a breakdown of the issues outlined:
| Issue | Description |
|---|---|
| Hair Quality | Allegedly not the promised Russian hair; dry and synthetic-feeling |
| Cap Size | Incorrectly sized, too small in some areas, too large in others |
| Lace Front | Missing despite being requested |
| Colour | Not the desired shade |
| Texture | Drastically different from the original wig |
| Wait Time | Nearly two years for completion |
The situation highlights a potential disparity between the quality of readily available wigs and the consistency of custom orders. The customer’s experience underscores the importance of clear communication, accurate measurements, and confirmation of hair quality before production begins.
Accessibility and Convenience: R&Z's Practical Advantages
R&Z HAIR SALON & WIG SHOP clearly prioritises inclusivity and convenience. The salon actively identifies as women-owned and provides on-site services. Several facilities cater to a diverse clientele. Offering wheelchair-accessible parking, entrance, seating, and toilets demonstrates a strong commitment to accessibility for customers with mobility needs. The presence of gender-neutral toilets and the designation as LGBTQ+ and transgender-safe further solidify its welcoming environment.
Other convenient features include:
- Free Parking: Both street parking and a free parking lot are available, easing the stress of finding a place to park.
- Payment Options: Digital payments are seamless with credit, debit, and NFC mobile payment options.
- Kid-Friendly: The salon is noted as “good for kids”, making it a viable option for families.
- Appointment Recommendation: While walk-ins may be possible, appointments are recommended to ensure dedicated service.
- Opening Hours: Catering for weekday needs, being open from 9am-5pm Monday to Friday.
Recouping Post-Salon Mishaps: Demonstrated Support
While rarer, instances of issues after leaving the salon demonstrate R&Z’s commitment to customer satisfaction. One customer, for example, dyed a purchased wig in an American salon, resulting in damage. R&Z remarkably rectified the situation, repairing the lace top and correcting the colour, even after the damage occurred outside of their services. This willingness to assist with issues arising from external factors speaks volumes about their dedication to ensuring customers are happy with their purchases. Another customer benefitted from Roey's perfectionism in both colour and cut. Sarah was also praised for her assistance, alongside Roey, providing a beautifully fitting and coloured piece for her aunt. The salon’s willingness to address and resolve issues, even complex ones, is a recurrent theme in customer feedback, reinforcing their reputation for outstanding service.