Home > Consumer Rights > Dissatisfied with Massage or Salon Treatment?

Dissatisfied with Massage or Salon Treatment?

By: Sarah Clark (ILEX) - Updated: 17 Oct 2020 | comments*Discuss
Spa Salon Consumer Rights Beauty

When you go to a spa or a salon, you expect to have a relaxing, invigorating experience, and to leave feeling refreshed and calm. As with all things though, sometimes your expectations aren’t met. So what can you do if your salon session turns into a nightmare, or your spa trip isn’t what you expected?

The Salon’s Gone

Ok, so it can be great to receive a gift voucher for a spa or salon treatment, and you will probably put it away until you have the opportunity to plan your pamper day. What can you do if by the time you ring to make the appointment, they have gone?

Firstly, make sure that the voucher is in date. Most of them expire after a certain time, and when that time is up, the spa or salon won’t be obliged to redeem it. Unfortunately, if your salon has gone out of business before your spa voucher has been redeemed, the chances of getting a refund or any compensation are minimal. Once a company has gone into liquidation, you can only claim money from them if they have enough funds available – and this is quite unlikely.

Do The Job Properly!

In general, any treatment that you have in a spa or a salon is a service according to the Supply of Goods and Services Act 1982. This Act covers any service you buy, whether it’s a blissful (or not so blissful) massage or a washing machine repair. You’re entitled to expect any service you pay for to be carried out with ‘reasonable care and skill’ for a start. This is means that, for example, the therapist waxing your legs should know what she is doing, and you’ll know for sure if she doesn’t!

If you’re not happy with the way your treatment has been carried out, you should speak to your therapist, and the spa or salon manager. There is usually a way of resolving the problem amicably. If, for example, your nail extensions start to peel away a few days after you’ve had them done, you’re well within your rights to ask for the nails to be done again. If this isn’t possible, or the salon won’t play ball, you could ask for a full or partial refund to get the work done elsewhere. This tends to be harder to do amicably, so if this happens and you can take a photo of the work before it was rectified elsewhere, do so, as you might end up having to pursue a refund through the court system.

It Does What it Says On The Box

Another issue you need to be aware of is that by law, any service or goods that you pay for have to be ‘as described.’ So if you hand over your credit card to pay for a 90 minute massage and body treatment and the therapist is hanging up her gloves after an hour, you would have every right to point at the spa treatment menu and ask for a refund to cover the missing 30 minutes.

If you have a tanning treatment that is described as ‘lasts up to 14 days’ and it’s disappeared after three, or a body wrap that promises an inch loss of up to two inches when there’s been absolutely zero difference on the tape measure you could also feasibly return to the salon and ask for another attempt.

The trouble is that a lot of the descriptions of beauty treatments are fluffy and vague. You can’t always quantify ‘relaxing’ or ‘pampering’ so it’s hard to complain about a massage not being relaxing enough, or a body scrub not being invigorating. The main thing is that you should always feel that you’ve got what you’ve paid for with any beauty treatment – a visit to a spa or salon is supposed to be a treat and not a trial.

You might also like...
Share Your Story, Join the Discussion or Seek Advice..
[Add a Comment]
Hi I have asked for a refund from a beauty salon as I have a medical condition and in Covid times, and being a BAME person these treatments are not allowed for me. The salon has refused the refund and they won't send me their complaint procedure
Se - 26-Sep-20 @ 6:08 PM
Hi I have this client who came out from the other salon and she was dissapointedof the service they gave to her and she came in my salon what should I do?
Misty - 22-Sep-20 @ 11:52 AM
Hi, in March I’ve bought a laser treatment package For £572 . After 1 week we were in lockdown and since then I didn’t use one session as I lost my job and I went back to Italy. I’ve asked to the salon for the refund and they said that they can’t give me the refund. Can someone help me with this matter, please? Thanks
Lory - 14-Sep-20 @ 9:35 AM
I had my eyebrows microbladed approx 6 weeks ago using the machine and was told it would be ombré style . The beautician went over the same area many times and kept applying Emla as I was in agony . This caused inflammation and infection . The eyebrows have no brush strokes and are black now fading to grey and look un natural. I have contacted the salon 3 times and they said they would fade and told me to use lemon juice . I feel like I am scarred for life with these eyebrows. They are too dark and look patchy and painted on.
Adele - 24-Nov-19 @ 2:04 PM
Hi I had hyaluronic no needle filler on 10/09/19 After initial swelling went down I was left with horrendous bruising and no visible difference to my lips The lady who did it offered me a free top up but has ignored all my requests for an appointment. How can I rectify the situation?
Debbir - 23-Oct-19 @ 2:37 PM
I had microblading done on 5 July. I was reassured by the beautician that the dramatic black would in time settle as I specifically requested brown brows! I am light brown hair colour and pale skin and definitely did not want a bold dramatic look. After a couple of week I messaged her with concerns my strokes were greyish. Again I was reassured and not to panic and still had my top up to come. Top up day 9 August. Specifically confirmed I didn’t want black, not grey brows and was told she would put some blonde in with the brown. Didn’t hurt anywhere near as much as it did the first time. It killed first time. I actually asked at top up if she put numbing cream on the last time, she said yes, but there was certainly no mention of it or any time to allow it to work if she did? Anyways - 6 weeks post top up and I still have black/grey strokes with my thin brown original eyebrows and I am really disappointed. I messaged throughout with my concerns to be told it will fade, it’s like a tattoo it will fade, and I’ve even explained that some of the strokes on the tops are quite thick, or have spread out. I have been to 2 other independent microblading specialists who have both told me that they can see the work hasn’t been done correctly or the right colour has been used. I have been told they are too short at the ends, one end is thicker than the other and the strokes have gone too deep hence the bleeding/ spreading. I have asked for a refund but she is refusing. Where do I stand regarding this.
KP - 18-Sep-19 @ 8:49 PM
Advice please. I booked for a 60minute facial costing £67 on the salons literature. Terms and conditions state that this includes consultation treatment and aftercare. The therapist was 15mins late collecting me for my appointment at 4. The therapist left the room at 4:55 and I was dressed by 5. I have a payment receipt for 5:07 baring in mind I looked at products there was and there was an issue with my gift card being processed. I contacted the salon manager who stated my treatment should have been 50mins and referred to the terms and conditions. I was offered £10 credit to my profile. I wrote back with timings and my receipt times. The manage responded to say that the card machine was slow and the therapist had logged of system at 16:16 and back on at 17:06 claiming she would have done this while I was in the room. The fact I have a receipt for 17:07 puts this to question and I stand by the fact I was dressed by 5pm as I checked my watch. Anyhow I requested a gift voucher as I did not feel comfortable returning the manager has refused to give a gift card and has now withdrawn the offer all together. The customer service has been shocking. Is there anything I can do?
EVC1 - 21-Aug-19 @ 11:45 PM
I paid 1000 for 3 sessions of endymed the 1st the machine didn't work the next 2 did and my 3rd the machine didn't work....I was supposed to have 3 treatments in 9 weeks ...I explained the last treatment hadn't worked and they said the machine was broke and would contact my for another I have rang for 2 weeks with no joy ..can I ask for a refund ..I booked February and my last of 3 treatments should have been 20 may it is now July and I have only had 2 treatments
Nessy - 1-Jul-19 @ 8:35 PM
i had semi permanent eyeliner done three times and it has all faded, this was done with in the last two months, each time i was charged a fee, now it has almost all faded except for two flicks and I am trying to get a refund, however the artist is refusing, the cost was £300 what are my rights
mac - 30-Apr-19 @ 1:47 PM
I booked to have my eyebrows waxed and tinted at the Spa within the Health Club that I am a member of. The beautician was very offhand and unprofessional:she did not introduce herself, did not engage with me on the way to the treatment room,and did not have any of the treatment ready.I sat and then laid on the treatment table and waited for her to begin, again without any conversation.I tried to engage with her and told her that I had loved my friends brows, and that was why I had booked at the Spa.Her response to this was "Oh yeh."I then went on to ask her if she thought having my eyelashes tint was a good idea, to which she replied: "I wouldn't bother."Whilst applying the treatment, I heard the door open and then heard two girls laughing hysterically for about 30 seconds, before the door closed as they left.Again, she made no comment or offered any apology for the intrusion.By this time I was feeling more than a little awkward.I was surprised that she applied the wax and then wiped, then waxed and wiped, this procedure continued several more times, and was beginning to sting.This continued, until I was forced to tell her that it was really stinging.I was really concerned that the tint was too dark and she was trying to reduce it, by constantly waxing and wiping. (She had not offered me a chance to look at the tint when she had tinted and ask me if I was happy with the colour, as had always been done on my previous brow treatments at other places.)Her reply to my saying that it was really stinging was " well we're finished now." She did not apply any aloe vera or offer any after care advice.At this time I sat up, expecting her to be ready to show me my brows in a mirror, but this was not forthcoming, so I took myself over to a mirror in the corner.When I saw my brows I was horrified that they were red raw, she told me they were a little red.I was really upset and left after paying at the reception.I went home and they became more and more painful and when shown to family and friends, one person actually said it looks like she has skinned you.As a 19 year old with some self esteem issues this was more than upsetting and painful.I returned later and asked to speak to a manager, but as it was late they were not available and I was told to send an email.I received no acknowledgement to my email, and had to calla few days later and was told that it had been passed to the Spa Manager, who later emailed me to say she would investigate and reply within seven days.She finally called yesterday, and was extremely patronising and although apologised, offered nothing that made me feel any happier, only that the beautician was highly professional and experienced.I told her that I was not happy with an apology over the telephone and would like to meet with the beautician to discuss her treatment - I was told that would not be happening.She offered me an appointment to go in and meet with her, but I now feel tha
Vee - 8-Mar-19 @ 10:08 AM
Last week I had a deep cleanse facial and have been left with severe scarring to my skin. The beauty therapist used too much pressure during the extraction part of the treatment which scarred the skin and left me with hyperpigmentation. When I went back to the salon a few days after the treatment when the skin showed signs of bruising, I wasn't offered any resolution, and since have been fobbed off numerous times when I've asked to speak with the manager. I've been unable to leave my house as im too self conscious about my skin and it's really effecting my self esteem. What can I do?
Coco - 22-Feb-19 @ 11:13 AM
I’ve had eyeliner microbladding done early December unfortunately it hasn’t taken, this was redone by the same lady but again it hasn’t taken.... although she has offered me other treatments but I already use other people for what I require, so I’ve requested a refund, Tanya (Yorkshire beauty) is refusing to give me any refund saying it’s not cost effective for her todo that! Where do I stand????
Faye - 29-Jan-19 @ 6:24 PM
What redress do I have if I have a course of a facial treatment which promises to lift the face and reduce wrinkles does not work at all
flissy - 25-Dec-18 @ 9:08 AM
I had a skin tightening course of six treatments. Photos were taken before the first treatment by the owner. 6 weeks later I can see no difference at all. Am I entitled to my money back. I've paid a vast amount of money for this treatment.
jackie - 25-Dec-18 @ 8:54 AM
I had microblading done on my eyebrows. Feb 18, top up March 18. They have dramatically faded and look patchy. I’ve had a few comments by eyebrow artists that they aren’t a great standard. I’ve left my eyebrows grow out. And went to get HD brows where the stylist has said she’s microbladed way too high on one of my brows where no hair follicles even grow. I’m walking around with my eyebrow, and then a tail coming out of the side. What are my right it’s now 9 months on?
Beccaa - 22-Nov-18 @ 5:05 PM
Hi I had a treatment at a salon where it was a person that was not their staff that did it, it went wrong and she got glue in my eye , do they have to release her details to me?
Di - 10-Nov-18 @ 9:04 PM
I bought aGroupon for 6 sessions of laser hair removal for my legs. When I came for the assessment, the therapist shaved a patch on my leg dry and did the test. It was red and itchy after, but I couldn't tell whether it was from the dry shaving (which normally happens) or the laser. Afterthe first session I had red patches all over my legs and itchiness non stop for about a week. As I've never done it before, I though maybe I was just a bit sensitive. I had my second session as normal after which I got severe reaction, not just red patches this time, but bumps and itchiness which lasted for about a week, but the marks (despite me not scratching) are still not fully gone after 7 weeks. I did religiously followed the advice (no lotions for at least 48h before the treatment, no sun exposure). I send pictures of my legs to the salon and when I came for 3rd session they decided not to proceed with it until the marks are gone and advice to see in a month. They also said the higher management was looking into my case to decide what to do with me and that they'd contact me. They never did (for over5 weeks) until I contacted them asking what the decision was. They said I shouldn't continue and offered me to use other treatments. Since they left me with scars, you can imagine I'm quite reluctant to do anything in that place. I asked if a refund of the 4 unused sessions is an option, but they refused. What are my rights here? The voucher had 14 day cancellation policy, but my first session wasn't within this time, if I had known I would end up with so much pain within 2 weeks, I’d have definitely canceled it.
Ifa - 2-Oct-18 @ 2:27 PM
I had my face waxed at a salon later that day i experienced severe stinging on one side. Now 1 day later the right side of my face is burnt what can i do?
Neesh - 25-Sep-18 @ 11:28 AM
My problem is about lash extensions. The lady advertising herself as a home-based extension expert. I have been at her place a couple of times before, she has done my lashes without any problem. I had an appointment with her for eyelash extensions on Monday 10/09/18. She started to work on me, but my tears came out of my eyes - not like before - when she explained she started to use a new glue. I thought it's okay as she is looking for the newest technology as growing business. When she finished my lashes were nice, but only for a couple of days. After approximately a week, my lashes started to fall one by one, I look like someone who forgot to go to infill procedures and it made me scared as my eyes are always visible. Usually, I'm going for infill every 3 weeks. I have been always following after-care instructions. I informed her about the problem and send her a picture proof, asking her to offer a solution nicely. She saw my message but did not reply. Then I sent my bank details to her, asking her to transfer a full refund because I am not happy with her work. She can see my messages but keep rejecting me and it is very annoying and unprofessional. I have found articles about The Consumer Rights Act 2015 which continues to offer its 30-day 'no questions asked' returns policy on all of its beauty products, and treatments. The act also protects consumers against shoddy services including beauty treatments such as haircuts, facials or manicures. If the service was not deemed to have been performed with “reasonable care and skill”, then a consumer is entitled to a full refund. I am absolutely unhappy with her treatment and actions. I would like to have a full refund. What can I do in this case?
Gaby Dee - 22-Sep-18 @ 8:20 AM
rrean - Your Question:
I had booked a salon appointment via Treatwell, got my confirmation email and reminder text. When I got to the salon, it was closed - shutters down, no answer on the phone. I left a voicemail, emailed Treatwell and facebook messaged the salon. There has been no response from any of these avenues as yet. I pre-paid for my treatment. Is there a higher body for complaints I can go to for this?

Our Response:
Trading standards or the small claims court are probably your best options.
BeautyTreatmentExpert - 12-Sep-18 @ 12:49 PM
I had my eyebrows tinted and waxed on saturday morning and they didnt do a patch test. It is now Wednesday and they are sore and red and starting to blister. I visited them yesterday and they said "take a piriton". I emailed them to say i wasnt happy with that answer but no response and no offer of a refund. I have just been to the chemist and they said i need to see a doctor for steroid cream. What to you advise i do now?
Andi - 12-Sep-18 @ 11:26 AM
I had booked a salon appointment via Treatwell, got my confirmation email and reminder text. When I got to the salon, it was closed - shutters down, no answer on the phone. I left a voicemail, emailed Treatwell and facebook messaged the salon. There has been no response from any of these avenues as yet. I pre-paid for my treatment. Is there a higher body for complaints I can go to for this?
rrean - 4-Sep-18 @ 12:23 PM
Hi, i went to my local spa for a eyebrow and lip wax. My normal lady (had for 3 years) wasnt there and i had another lady. She left the wax on my skin making it incredibly sticky i couldnt close my eyes, as i left the receptionist said how was ur treatment i said i was increadbly sticky and wasnt like normal, she took me back iand had to remove the wax which had been left on my skin too long, i had to take painkillers and put cold compresses on my skin for the rest of the day. Faat forward 1 week and my face has calmed down and all i have left of the incident is a scab on my eye lid where it got stuck together. I have not been refunded or even had a appology from the manger. What should i do?
Panda - 29-Aug-18 @ 6:37 AM
Hello. I had a really bad experience, and long with a laser clinic. Firstly for a while when I started going I used to have the very same therapist which I was ok with. After a few treatments and after me buying a quite expensive package for my treatments this therapist gone. After that a numerous of therapist started working on me and the big problems started. First of all my hair growth on my face stimulated and now I have thick black hair instead of the thin blond hair I had before. They were shaving more and more and now my face is full of hair. Secondly I had numerous reactions on my skin and my face started having huge chunky spots . I was telling them again and again but they just carried on with the treatments they were keep saying I have sensitive skin nothing more. Just to mention that an other problem was the language as the most of the therapists couldn’t speak any English! I noticed that they reusing their towels in every client even if they had been in contact with the skin. Whenever I was going there was a problem, nobody to serve me appropriately, big areas on my body always left untreated and big red spots all over my face as long as I said enough and spoke with the owner. I asked for a refund but they refused, I was calling again and again explain my story to everyone but nothing happened so I tried to find the middle way with them. They offered me a free facial and to carry on the treatments in a different branch. So I went. The facial was excellent and I was booked in for my lazering with a different therapist. This therapist used a different program on my face which didn’t left any spots but the results didn’t last at all as well as I asked for a little bit of lazering to back of my neck and she shaved lots of my hair!! I saw tufts of my hair laying on the floor!!!! I thought not to say anything as is a new start but when I showed up for our very next appointment they claimed they called me several times but the couldn’t go through to cancel my appointment which was a lie as I only found one call without any voice mail or something telling me about the appointment. I traveled for over an hour there, and I had to travel back. How can I report them as the defenately stated they will not refund me? I’m really upset
Pol - 1-Jul-18 @ 12:33 AM
Shell - Your Question:
I had fibroblast on eyelids to lift saggy eyelid. Its left scars in dots. They did dermapen a few time to try to reduce this, made me buy an expensive collegen cream. Have said can do fibrioblast again to resolve the issue. I am relucant to do, as it may cause more scarring. Im not sure this treatmenr shouls be offered on sensitive eyelids. How do I go about getting compensation?

Our Response:
It might be worth seeking professional legal advice but if you feel comfortable doing this yourself you could represent yourself in court.
BeautyTreatmentExpert - 29-Jun-18 @ 3:27 PM
I had fibroblast on eyelids to lift saggy eyelid. Its left scars in dots. They did dermapen a few time to try to reduce this, made me buy an expensive collegen cream. Have said can do fibrioblast again to resolve the issue. I am relucant to do, as it may cause more scarring. Im not sure this treatmenr shouls be offered on sensitive eyelids. How do I go about getting compensation?
Shell - 28-Jun-18 @ 11:04 PM
Had a gel polish at a salon and loved it. Stayed on my nails for a month. Went there again and my experience was not as nice. Found that the salon owner who did my nails last time was off sick so she asked someone else ( who was not even employed by this salon) to cover. They were not good at all. The lady could not find a required gel, she did not touch the cuticula. My nails were not properly prepared before she applied gel and then she could not get it right. A a result two days later the gel started peeling off as there were defects on every nails. Sothree days after the visit there was no gel on my nails. Complained and asked for refund. They told me that they don't do refunds and offered to come and have my nails done again or a gift voucher. Unfortunately their reputation is damaged beyond repair and I no longer want to deal with the salon. I am entitled for refund ? I honestly don't trust them and will be looking for a different place. Thanks.
Doris - 28-Jun-18 @ 4:24 PM
Ellie Tasker - Your Question:
I went to the local nail shop for infills on my acrylic nails however the nail bar filed my mol down too much and caused an Infected finger on my hand they won’t accept what they have done they want me to go in to shop I am worried it will be a waste of time

Our Response:
You should go in and show the provider...and allow them to rectify/compensate you for this. If you don't getresolution you could consider applying for damages via the small claims court.
BeautyTreatmentExpert - 15-Jun-18 @ 3:01 PM
I went to the local nail shop for infills on my acrylic nails however the nail bar filed my mol down too much and caused an Infected finger on my hand they won’t accept what they have done they want me to go in to shop I am worried it will be a waste of time
Ellie Tasker - 14-Jun-18 @ 10:53 PM
Linda - Your Question:
I received a voucher for a hot stone massage as a gift with a 6 month expiry on it. I called to book before it was expired and was told that the voucher was bought when the hsdxs promotion on and that I would have to pay £13 to make it up to the non-offer price. It does not say any of this on voucher, it states that it is “to the value of a 30 min hot stone massage”. Surely it’s not my problem that they sold it during an offer but still put a 6 month validity on it? I haven’t been for my treatment yet but not sure if it’s worth making a fuss as this doesn’t seem right!

Our Response:
No, the salon should honour the voucher which is for a 30 minute hot stone massage. Check with the person who bought you the voucher to make sure there were no terms and conditions at the time...these would have to be obvious to the purchaser and not hidden in small print etc. If there are no terms and conditions on the voucher that state you will have to pay extra, then the item is not "as described" and your rights under the terms of the Consumer Rights Act 2015 apply. You can expect a refund, or to have the massage in exchange for the voucher (without paying extra). Inform the salon of this and say that you will consider referring it to Trading Standards and/or the small claims court (although of course it's not worth doing this really for such a small amount).
BeautyTreatmentExpert - 12-Jun-18 @ 11:39 AM
Share Your Story, Join the Discussion or Seek Advice...
(never shown)
(never shown)
(never shown)
(never shown)
Enter word: