Pros 
Cons A Salon of Two Sides: Examining Customer Feedback for Aurora Hair
Aurora Hair, located in Centre Town Plaza, Wollongong, presents a mixed bag according to recent customer reviews. While boasting an overall rating of 4.2 stars, the experiences shared are far from uniform. The salon offers wheelchair accessibility and accepts various payment methods – credit, debit, and NFC mobile payments – aiming for convenience. Appointments are recommended, suggesting a popular spot, but the consistency of service appears to be a significant point of contention. A common thread throughout the experiences is the skill in cutting hair, frequently praised, however, it is colour and smoothing treatments that seem to consistently draw criticism.
Here’s a breakdown of the praised aspects:
- Exceptional Cuts: Multiple reviewers highlighted the fantastic haircuts provided, with stylists taking the time to understand preferences and rectify any issues.
- Welcoming Atmosphere: Several patrons enjoyed the fun, comfortable and inviting atmosphere, mentioning friendly conversations with the staff, building a sense of rapport.
- Keratin Smoothing Success: The Kerasilk keratin smoothing treatment proved successful for at least one customer, leaving hair noticeably smoother.
- Value for Money (Cuts): Some appreciate the reasonable pricing for haircuts, especially given the time and effort dedicated by the hairdressers.
- Adorably Family-Friendly: A touch of charm was noted by one customer who appreciated seeing the owner's baby.
Colour & Treatments: Where Aurora Hair Falls Short
The largest volume of negative feedback centers around colour services and smoothing treatments like the Goldwell Kerasilk. The discrepancies between customer expectations and the actual results are striking. Several instances of botched colour application were reported including:
- Uneven Foils: A half-head of foils resulted in a two-toned effect, with the top layers untouched and a noticeable colour difference, described as looking like a “cheap job”.
- Poor Communication & Understanding: Attempts to achieve natural-looking foils blending with existing colour were unsuccessful, blaming difficulties in understanding the customer's vision.
- Rough Treatment & Scalp Irritation: A particularly concerning review detailed a disastrous Kerasilk treatment, with the stylist described as overly rough, causing hair breakage and scalp irritation.
- Incorrect Application of Treatments: The Kerasilk treatment wasn’t applied according to Goldwell standards, lacking proper consultation and aftercare information.
- Disparaging Remarks: A stylist reportedly insulted a client's current hair colour, which was intentionally being grown out, furthering a negative experience.
Money Matters & Customer Service: A Critical Area for Improvement
Beyond technical skill, several reviewers expressed concerns regarding customer service and pricing transparency. These issues, in many cases, contributed significantly to their overall dissatisfaction.
- Inconsistent Pricing: A first-time customer felt misled by price discrepancies, finding explanations about staff wages and product costs unprofessional and unwelcome. It’s a lot to expect to have to hear about the business’s finances when simply attempting to get your hair styled.
- Rude & Unapologetic Management: When complaints were raised about substandard treatments, the manager was described as disgruntled and unwilling to offer a satisfactory resolution, offering only a temporary fix (a blow-dry) instead of a refund.
- Dismissive Attitude: Multiple reviewers emphasized a lack of empathy, and an unwillingness to adequately compensate for poor services.
- Lack of Aftercare: Following a problematic treatment, the customer had to proactively seek aftercare information, highlighting a failure to provide comprehensive service.
| Issue | Frequency | Impact |
|---|---|---|
| Pricing concerns | 2 | Financial dissatisfaction |
| Rude Management | 2 | Overall negative experience |
| Lack of Aftercare | 1 | Potential hair damage |
A Stylist Lottery: The Variance in Skill Levels
Customer experiences suggest a significant variation in stylist skill levels within Aurora Hair. While some consistently deliver excellent cuts and build rapport, others appear less experienced or struggle with complex techniques.
- Inexperience with Curly Hair: One customer noted a stylist’s limited experience with curly hair, resulting in a blow-dry that quickly lost its shape.
- Danielle’s Consistent Quality: A long-term customer consistently praised Danielle’s work, highlighting her ability to deliver consistently good cuts and colour.
- Professional Advice & Atmosphere: Positive feedback mentioned professional hair advice and a wonderful atmosphere, suggesting the presence of skilled and attentive staff.
- Importance of Requesting Specific Stylists: The varied experiences suggests customers may benefit from requesting a specific stylist, potentially ensuring a more positive outcome.
- Need for Ongoing Training: The reports of rough handling and application errors points to a need for greater ongoing training for all stylists, potentially with a focus on technique and client communication.