Pros 
Cons A Mixed Bag of Experiences: What Customers Say About Nikki’s Hair
Nikki’s Hair, located in Werribee, VIC, currently holds a respectable 4.5-star rating, but a closer look at customer reviews reveals a complex picture. While many patrons sing the salon’s praises, particularly highlighting the friendly staff and skilled stylists, there are also some significant concerns that potential clients should be aware of. The salon offers on-site services and boasts accessibility features including a wheelchair-accessible car park, entrance, and toilet – a plus for those with mobility needs. Appointments are recommended, and they accept a wide range of payment methods, including credit/debit cards and NFC mobile payments. Interestingly, it appears to be a popular choice for families, marketed as “good for kids”.
Here’s a breakdown of the recurring themes from customer feedback:
- Positive Vibes & Skilled Staff: Numerous reviewers rave about the welcoming atmosphere and the expertise of stylists like Sammy, Liv, Bec, and Nikki herself. Many have been loyal customers for years, with one person stating they’ve been going to Nikki for over a decade, specifically praising her skill with wavy hair.
- Upfront Communication & Training: Customers frequently mentioned being informed about costs and upkeep, and appreciate the salon’s commitment to ongoing stylist training. This suggests a desire to stay current with trends and techniques.
- Going the Extra Mile: Several reviews highlight the stylists’ willingness to adjust colour or styles to fully meet the customer’s vision, even if it means extra work. This level of customer service is often cited as a major draw.
- Family Friendly: The salon is commonly described as welcoming and catering to families, making it a convenient option for parents.
The Colour Conundrum: Blonde Ambitions & Colour Corrections
A significant portion of the negative feedback at Nikki’s Hair centres around colour services, specifically blonde. Several customers express deep dissatisfaction with the results, reporting experiences where they ended up with grey or entirely incorrect tones after requesting blonde shades.
Here’s a detailing of some examples:
“Asked for blonde ended up having grey hair… don’t come here if you’re a brunette or have really naturally dark hair.”
“They show them a photo of what you want and they do the complete opposite, mentally incompetent hairdressers that don’t know how to do blonde, go somewhere else for blonde...”
Furthermore, some clients reported a concerning incident involving a student performing foil highlights, leading to an uneven and mismatched colour result. This experience was compounded by difficulties in rescheduling a correction appointment and a perceived lack of willingness from the salon owner, Nikki, to offer a refund or suitable accommodation for the error. This raises questions about the balance between training opportunities and consistent service quality, and is a significant issue.
Service & Pricing: Discrepancies and Concerns
Beyond colour issues, customers have also reported inconsistent service experiences and concerns regarding pricing. One reviewer described being severely overcharged for a simple style cut – $105 – without even having their hair washed. They felt rushed and unwelcome, culminating in needing to visit another salon to rectify the cut.
A table summarizing the pricing concern:
| Service | Expected Price | Actual Price | Additional Details |
|---|---|---|---|
| Style Cut | (Not specified) | $105 | No hair wash included, felt rushed and uncomfortable |
Other concerns included being quoted one price and then charged a higher amount, even after a colour mistake. The lack of clear communication and potential discrepancies in pricing contribute to a negative customer experience. This contrasts sharply with the positive comments about upfront pricing mentioned in other reviews, highlighting potential inconsistencies in practice.
A Question of Communication & Accountability
The most serious accusations leveled against Nikki’s Hair involve issues with communication, accountability, and customer service during complaint resolution. One customer, after experiencing a problematic balayage and struggling to secure a correction appointment, alleges that Nikki accused them of "slandering her name and abusing her" after requesting a refund or fix.
This account paints a troubling picture of how the salon handles complaints. A productive response to customer concerns generally involves empathy, problem-solving, and a willingness to find a mutually agreeable solution. The reported reaction suggests a defensive posture that could further damage customer relationships.
Several reviews touch on good experiences with communication where stylists actively sought feedback and adjusted services to ensure customer satisfaction. This inconsistency in communication is a key takeaway. While many clients feel heard and valued, others feel dismissed and unsupported when issues arise. Nikki’s Hair's continued success will depend on consistently addressing these concerns and prioritising effective communication in all areas of service.