Pros 
Cons A Storm of Complaints: Hair Dyeing Concerns at Lilly Image
Lilly Image, a beauty salon located in Springvale, VIC, appears to be a heavily divisive establishment based on recent customer feedback. While offering potentially affordable services, a significant number of reviews detail deeply disappointing, and in some cases, damaging experiences – particularly relating to hair dyeing. Several customers report severe hair damage following colour treatments, with lasting consequences.
- One customer explicitly states they are “still suffering” a year after a dye job, detailing “fried,” brittle hair and excessive hair fall. They’ve incurred substantial costs to rectify the damage, with other hairdressers reportedly "shocked" by the condition of their hair.
- Another individual recounts a $300 balayage gone wrong, resulting in “tiger stripes” lacking any blending. Multiple salons in Chadstone confirmed the poor quality, and a refund was reportedly denied with the customer feeling “berated” during the interaction.
- A recurring theme is a perceived lack of skill and understanding from the staff, with accusations of “clueless” work and indifference towards client requests or concerns.
- Concerns were raised about technique – a customer was told teasing hair didn't matter before a balayage, which obviously affected the result.
- Multiple reviewers explicitly advise against trusting Lilly Image with hair colour.
This pattern of negative feedback highlights a serious concern regarding the salon’s hair colouring services and suggests potential issues with staff training or expertise.
Beyond Colour: Consistency and Communication Issues
The concerns at Lilly Image extend beyond hair dyeing. Several reviews point toward broader issues with service quality, communication and hurried practices. While some customers report positive experiences, particularly with haircuts, these seem overshadowed by those who encountered problems.
Here's a breakdown of recurring complaints:
| Issue | Description | Number of Mentions |
|---|---|---|
| Communication Barriers | Language difficulties (primarily Vietnamese being spoken amongst staff when dealing with customers) and a perceived lack of listening to client desires. | 3 |
| Rushed Service | Customers feel the salon prioritises fitting in as many clients as possible, leading to a hurried and careless approach. | 3 |
| Poor Haircuts | Dissatisfaction with cut quality – specifically layers being cut too short or not as requested. | 2 |
| Physical Safety Concerns | Instances of being poked in the eye during hair straightening due to the speed of the service. | 1 |
| Incomplete Service | A customer’s hair wasn’t fully straightened as the stylists needed to close up for the day. | 1 |
These issues suggest that Lilly Image may struggle with effectively managing customer flow and providing attentive, personalised service. Even customers who previously enjoyed a positive experience noted a decline in quality, stating “the quality isn’t there any more.”
Mixed Experiences with Treatments: Permanent Straightening Woes
Permanent hair straightening appears to be another area where Lilly Image receives significantly negative feedback. Several customers report severely damaged hair following this treatment, raising questions about the salon’s application of this chemical process.
- A customer described their hair as “burnt and dry” after straightening, with housemates immediately noticing the damage. They expressed anxiety during the treatment, fearing the chemical was left on for too long, but felt their concerns were dismissed.
- Another reviewer experienced hair becoming curved and severely dry the day after the procedure, with the overall condition deteriorating significantly.
- The recurring lack of communication prior to the treatment – and the continued use of Vietnamese amongst staff whilst working on the customer's hair – contributes to a feeling of being unsupported and uncared for.
Notably, one customer did have a good experience with a haircut and layers, praising the skill level and affordable price, illustrating the inconsistency in service quality. This highlights a lottery-like element to visiting Lilly Image – results appear to vary significantly.
A Ray of Positivity: Loyal Customers & Affordable Cuts
Despite the overwhelming number of negative experiences, Lilly Image does retain some loyal customers who have enjoyed consistently positive service. One reviewer reports being a “loyal customer for many years” with “never any problems” and praises the stylists for consistently achieving “perfect” results.
However, it's important to note that this positive review stands in stark contrast to the majority of the feedback. The affordable price point is frequently mentioned as a benefit:
- “Good hair cut for the price”
- “Amazing price”
The salon’s opening hours are comprehensive, operating six days a week (9am-5:30pm Monday-Saturday, 9am-5:30pm Sunday) and offering appointment recommendations. This accessibility may contribute to the high volume of customers, potentially exacerbating the issues of rushed service and diminished attention. The presence of a friendly, hardworking staff member (“the lady with the glasses”) is also noted positively, but doesn't negate the larger negative trends in customer feedback.