Pros 
Cons A Spectrum of Styles: What Clients Are Saying About Kis Hair On Spencer
Kis Hair On Spencer, located on Spencer Street in Melbourne, boasts a solid 4.6-star rating, but a dive into client reviews reveals a more nuanced picture. While many patrons rave about the salon’s skilled stylists and welcoming atmosphere, others have unfortunately experienced significant issues with their hair and the overall service. The salon operates seven days a week, offering convenience with opening hours from 10am to 6pm or 7pm depending on the day, and accommodates a variety of payment methods including credit, debit, and mobile payments. Facilities include wheelchair accessibility, on-site services, toilets, and a strong recommendation for booking appointments. Parking options are plentiful, though all are paid – encompassing multi-storey car parks, lots, and street parking.
Here’s a breakdown of the key themes emerging from customer feedback:
- The Good: A recurring name in positive reviews is Tony Lee, frequently praised for going “above and beyond” expectations. Clients consistently highlight his meticulous approach, excellent communication, and the ability to deliver hairstyles that perfectly match their requests. One customer wished they could rate him 11/10! Daniel Tsu also receives acclaim for his friendly personality, professionalism, and delivering a clean, desired cut.
- The Value Factor: Several reviewers were impressed with the pricing, particularly the men's haircut deal at $40 (including shampoo!). This is significantly lower than many other city centre salons. The salon also offers a loyalty program, further incentivising repeat business.
- Colour Transformations: Kis Hair seems to excel in colour correction. One review detailed a successful transition from faded red and black box dye to a beautiful light brown, with minimal damage – something often deemed impossible by other stylists. This highlights the salon's expertise in colour services.
- Positive Vibe: Customers frequently mention the relaxing and welcoming vibe of the salon, and the gentleness of the staff.
Concerns Around Blow-Drying & Cutting Technique
Despite the overall positive rating, a significant number of negative reviews centre around blow-drying and haircutting techniques. Several clients report experiences that fall far short of professional standards.
- Rough Handling: One reviewer described a painful blow-drying experience, alleging their hair was “yanked” through the brush, leading to significant hair loss and frizz. They felt the stylist lacked experience with naturally curly hair and was accustomed to simply straightening.
- Incomplete Cuts: Complaints around haircuts frequently involve stylists only trimming the ends and neglecting layers or face-framing. One customer, already dissatisfied with their blow wave, was too afraid to proceed with further cutting.
- Uneven Results: A concerning trend emerges in reviews detailing uneven balayage with unblended blonde streaks, a far cry from the requested style. This came with a hefty $500 price tag and no haircut.
- Disastrous Long Layer Cut: A particularly distressing review detailed a ruined long layer haircut, resulting in a drastically shorter and uneven style. The client required corrective work at another salon and was advised their hair would need significant growth before being properly fixed.
| Issue | Number of Mentions (Based on reviews) |
|---|---|
| Blow-drying | 2 |
| Cutting | 3 |
| Balayage | 1 |
| Long Layer Cut | 1 |
Cleanliness & Salon Environment
Beyond the technical aspects of hairstyling, some customers have raised concerns regarding the cleanliness and general upkeep of the salon.
- Unclean Stations: Several reviewers observed hair and used mugs remaining at stations long after the previous client had departed. One observed this remained for an hour into their appointment.
- Staff Focus: A disconcerting pattern observed was staff prioritising working on each other’s hair over maintaining a clean workspace.
- Bathroom Odour: Reports of a slight odour in the shampoo area suggest a need for more frequent cleaning.
- Floor Cleanliness: One reviewer noted hair debris on the floor, detracting from the salon’s overall appearance.
While these issues don’t appear to be universal, they represent a recurring theme in the negative feedback, hinting at potential lapses in hygiene standards. Although the salon is equipped with basic amenities like toilets and wheelchair accessibility, maintaining a consistently clean environment appears to be an area for improvement.
Addressing Customer Concerns & Service Recovery
Kis Hair On Spencer does appear to attempt service recovery when complaints are lodged. One client who received an unsatisfactory balayage was offered a partial refund of $130, along with explanations for the outcome. However, the reviewer stated the reasons provided did not feel reassuring. This highlights a crucial point: while a refund can address the financial aspect of a poor experience, it doesn’t necessarily resolve the underlying issues or restore customer confidence.
Here’s what could enhance the salon’s approach to service recovery:
- Thorough Investigation: Beyond offering a refund, a detailed investigation into the root cause of the issue is essential. This demonstrates a commitment to learning from mistakes.
- Skill Development: Investing in ongoing training for stylists, particularly in areas highlighted by customer complaints (e.g., blow-drying techniques for different hair types, colour application), could prevent future issues.
- Increased Quality Control: Implementing a quality control system – perhaps a senior stylist reviewing completed haircuts and colour work – could identify and address potential problems before clients leave the salon.
- Proactive Communication: Reaching out to unhappy customers with a sincere apology and a plan for addressing their concerns can go a long way toward rebuilding trust. A follow-up call or email shows genuine care.