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Dissatisfied with Massage or Salon Treatment?

By: Sarah Clark (ILEX) - Updated: 17 Nov 2017 | 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.

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Hi! I went to beauty salon called Posh in Camden Town, London. I had an appointment for threading of eyebrows and upper lip. A woman attended me. After remove some hairs by threading, she started pulling out by twizers and then scrapping it with a blade. it started to burn and there were cuts. The eyebrow itself was inand shape. When I told her I am not happy with the shape and if she can correct it, she started yelling and saying that I complain too much and I should get out. She even refused to do my upper lip. When I started to go, she asked me for money. Then I told her that I have not received my full service as I had booked, she blocked the door and almost manhandled me. I paid the full sum though I did not get the full service. I am left with bad eyebrows, upper lip hair and insulted. Please advice how to tackle them because they do not seem like civilized people.
sn - 17-Nov-17 @ 7:14 PM
Tango22 - Your Question:
I’ve recently had a massage in my back with the same person I’ve used for several years. I’ve never had any problems or complaints before but on this occasion I was dissatisfied with the massage as it was predominantly on my lower back. My issues has always been my shoulders & upper back & I did not state there were any issues with my lower back. I kept in thinking she’ll work in them 8n a minute but before I knew it the massage was over. I mentioned to her after getting dressed that I did not feel that she worked I. My shoulders & she was dismissive & abrupt with her response. She stated you know what I’ve done. After realising I was unhappy she asked why I felt like this & explained that I don’t feel like my shoulders have been worked on & don’t feel loose. I have massages every 4 weeks with thus person & have never complained before. She was again dismissive & defensive. I usually money transfer her for the massage as I’ve been a loyal customer but as I am completely dissatisfied I have not transferred yet. She has messaged me for the money politely but no mention of my complaint. What are my options ?

Our Response:
You should discuss it further rather than refusing to pay.
BeautyTreatmentExpert - 7-Nov-17 @ 2:39 PM
I’ve recently had a massage in my back with the same person I’ve used for several years. I’ve never had any problems or complaints before but on this occasion I was dissatisfied with the massage as it was predominantly on my lower back. My issues has always been my shoulders & upper back & I did not state there were any issues with my lower back. I kept in thinking she’ll work in them 8n a minute but before I knew it the massage was over. I mentioned to her after getting dressed that I did not feel that she worked I. My shoulders & she was dismissive & abrupt with her response. She stated you know what I’ve done. After realising I was unhappy she asked why I felt like this & explained that I don’t feel like my shoulders have been worked on & don’t feel loose. I have massages every 4 weeks with thus person & have never complained before. She was again dismissive & defensive. I usually money transfer her for the massage as I’ve been a loyal customer but as I am completely dissatisfied I have not transferred yet. She has messaged me for the money politely but no mention of my complaint. What are my options ?
Tango22 - 6-Nov-17 @ 6:45 PM
I had eyelash extensions put in at a local salon (I've had this done plenty in numerous salons & tried another new one due to moving house). The extensions I wanted were cluster lashes, they were advertised as 'Eyelash extensions from £25'. The lady did a 'patch test' where she just put 3 different length singular lashes on me & asked me to decide which I wanted (I left the salon with just 3 longer lashes that day). The appointment was almost a week from when I had gone in. Arriving to my booked appointment, the lady was 30 minutes late due to finishing up with another customer - I patiently waited. I was told to lay down in the middle of a room, the lady put a blanket on me, turned an electric heater on & shown a hot lamp in my face - I felt so sick by the end of my treatment which lasted 2 hours! There was a lot of clanging around & I had some concerns on this salons professionalism already since they had incorrectly removed my acrylic nails a few weeks beforehand, but I gave them the benefit of the doubt - despite still having a hole in the centre of two of my nails. The lady spoke to me about Russian lashes, but never told me what treatment I was receiving - stupidly I assumed it was the £25 set represented in their website & leaflets - I was charged £45. The lady stuck the strip of lashes on my forehead to pluck them off & stick them on - I've only had beauticians stick this on the back of their own hand? 2 hours under all this heat & I'm wriggling around - she doesn't offer to turn down the heat or ask if I'm ok. When I'm told to open my eyes, they're stuck together so she jabs at me with some sort of stick. She then asks if I have a scar on my eye, when I say no, she starts rubbing my eye. I can see that some of the extensions are stuck way above my lash line & are no way near as long or full as I would have expected. She tells me the refills are £25, I enquire 'I thought the full set was £25' in which she replies 'no these are £45, that's why I took 2 hours' and shows me that it says 'from £25' asking 'erm is that ok' and I feel too sick from the heat to protest, simply replying 'I suppose it has to be'. This lady is aware that I'm a at university on a student budget too! The sharp, short lashes are falling out and getting stuck in my eye. It's been 3 days & almost all are gone. I'm also pretty sure that she cut my own lashes too. I don't know what to do. Help, please :(
Emily11 - 16-Oct-17 @ 1:05 PM
I had eyelash extensions put in at a local salon (I've had this done plenty in numerous salons & tried another new one due to moving house). The extensions I wanted were cluster lashes, they were advertised as 'Eyelash extensions from £25'. The lady did a 'patch test' where she just put 3 different length singular lashes on me & asked me to decide which I wanted (I left the salon with just 3 longer lashes that day). The appointment was almost a week from when I had gone in. Arriving to my booked appointment, the lady was 30 minutes late due to finishing up with another customer - I patiently waited. I was told to lay down in the middle of a room, the lady put a blanket on me, turned an electric heater on & shown a hot lamp in my face - I felt so sick by the end of my treatment which lasted 2 hours! There was a lot of clanging around & I had some concerns on this salons professionalism already since they had incorrectly removed my acrylic nails a few weeks beforehand, but I gave them the benefit of the doubt - despite still having a hole in the centre of two of my nails. The lady spoke to me about Russian lashes, but never told me what treatment I was receiving - stupidly I assumed it was the £25 set represented in their website & leaflets - I was charged £45. The lady stuck the strip of lashes on my forehead to pluck them off & stick them on - I've only had beauticians stick this on the back of their own hand? 2 hours under all this heat & I'm wriggling around - she doesn't offer to turn down the heat or ask if I'm ok. When I'm told to open my eyes, they're stuck together so she jabs at me with some sort of stick. She then asks if I have a scar on my eye, when I say no, she starts rubbing my eye. I can see that some of the extensions are stuck way above my lash line & are no way near as long or full as I would have expected. She tells me the refills are £25, I enquire 'I thought the full set was £25' in which she replies 'no these are £45, that's why I took 2 hours' and shows me that it says 'from £25' asking 'erm is that ok' and I feel too sick from the heat to protest, simply replying 'I suppose it has to be'. This lady is aware that I'm a at university on a student budget too! The sharp, short lashes are falling out and getting stuck in my eye. It's been 3 days & almost all are gone. I'm also pretty sure that she cut my own lashes too. I don't know what to do. Help, please :(
Emily11 - 14-Oct-17 @ 9:46 PM
I recently visited a local spa for a spa day - myself and my friend were not happy with certain aspects of the spa and politely relayed this to a member of staff when we were asked how our day was going. We were told there was staff sickness etc and we're offered another day to return . We politely declined saying we didn't want to return and came to an agreement for a partial refund . We thought that was the end of the matter and was going to get ready to go home when we were approached by a man saying he was the manager and architect and was not happy with our complaint . We said we are entitled to our opinion and that the matter has been dealt with - he then totally intimidated us getting angry , telling us Boone complains about his spa , if I tried to to talk he put his hand up saying I'm not talking to you still refusing to look at me and only talking to my friend , meant forward in her face and pointed , said how he hated hospitality because of people like 'us' , this made me let out a nervous laugh / shock sound to which he shouted "don't you dare laugh young lady at me " .. there was more .. he continued to just bully us and we kept saying you are being extremely rude to us can you stop to which he kept saying no I'm not you are the rude ones ....we left feeling shaken , upset and totally in shock - it was my birthday treat as well . I gave written to them and they are refusing to address our issues of his treatment to us just saying the matter was dealt with as you got a partial refund - the whole point was yes it was dealt with and then he totally laid into us verbally and I want it dealt with !? I refuse to let this go - it was so awful - where can we go now to take this further ? Sorry it was so long . Kind regards maria
mozziemae - 31-Aug-17 @ 4:51 PM
Helen - Your Question:
I had my eyebrows threaded recently at a salon and came away in a lot of pain and bled for several hours after the event. I expected my eyebrows to be a little puffy afterwards but I didn't expect the noticeable swelling and multiple skin lacerations. I'd never had the treatment before and said as much to the beautician, I asked her if it was a good idea (it being the week of my wedding!!!) and she said yes, fine. I got married the next day and had a further ceremony 3 days later, cuts, swelling and scabs were present at both events. Obviously this was incredibly distressing. I contacted the salon and they apologised and offered me a free facial, when I informed them I never wanted to go back to their salon, they offered me a refund. I just think this isn't enough for the distress caused by the experience. Am I legally entitled to anything else. I have pictures but no GP letter (I got married the following day so had no time for this).

Our Response:
The salon has complied with consumer rights legislation in offering a refund. If you want additional compensation, write to the salon first. If they are not prepared to offer compensation, then you may have to pursue this via the courts.
BeautyTreatmentExpert - 24-Aug-17 @ 11:33 AM
I had my eyebrows threaded recently at a salon and came away in a lot of pain and bled for several hours after the event. I expected my eyebrows to be a little puffy afterwards but I didn't expect the noticeable swelling and multiple skin lacerations. I'd never had the treatment before and said as much to the beautician, I asked her if it was a good idea (it being the week of my wedding!!!) and she said yes, fine. I got married the next day and had a further ceremony 3 days later, cuts, swelling and scabs were present at both events. Obviously this was incredibly distressing. I contacted the salon and they apologised and offered me a free facial, when I informed them I never wanted to go back to their salon, they offered me a refund. I just think this isn't enough for the distress caused by the experience. Am I legally entitled to anything else. I have pictures but no GP letter (I got married the following day so had no time for this).
Helen - 22-Aug-17 @ 4:37 PM
Warrior84 - Your Question:
Hi, I bought my husband a full body massage as a gift and it turned out to be a disaster. The masseuse had very long and polished nails which hurt him and obviously could not massage with those nails properly. Hes such a gentleman he couldn't say anything to the lady. He was so sad I went there back to talk the spa myself and wanted to talk to the masseuse, when I saw her nails I was speechless! How can a person make masaage with such long nails??? Unacceptable!!! I wanted to speak to manager and they said the manager was not in and I had to leave. What should we do?? So unfair and unprofessional!

Our Response:
You can ask for a refund on the basis that the service was not satisfactory etc. If they refuse, write a formal letter asking for a refund. Seek advice from Citizens' Advice or Trading Standards if you don't get a result.
BeautyTreatmentExpert - 8-Aug-17 @ 12:08 PM
Hi, i bought my husband a full body massage as a gift and it turned out to be a disaster. The masseuse had very long and polished nails which hurt him and obviously could not massage with those nails properly. Hes such a gentleman he couldn't say anything to the lady. He was so sad i went there back to talk the spa myself and wanted to talk to the masseuse, when i saw her nails i was speechless! How can a person make masaage with such long nails??? Unacceptable!!! i wanted to speak to manager and they said the manager was not in and i had to leave. What should we do?? So unfair and unprofessional!
Warrior84 - 5-Aug-17 @ 11:32 PM
Layla - Your Question:
I had my eyebrows tattooed and ended up with horrible ones. I have to go elsewhere for correction as going back is out of question.I contacted the owner for a refund but didn't get any response. What can I do about it and where do I go next?

Our Response:
In general you should give the provider one opportunity to rectify the situation. If they refuse a refund after that, you can use the small claims court.
BeautyTreatmentExpert - 25-Jul-17 @ 12:14 PM
I just got acrylic nails done in a salon they are way shorter than what I asked for,would they do anything if I complain
Meg - 22-Jul-17 @ 9:25 PM
I had my eyebrows tattooed and ended up with horrible ones . I have to go elsewherefor correction as going back is out of question.I contacted the owner for a refund but didn't get any response. What can I do about it and where do I go next?
Layla - 18-Jul-17 @ 3:46 PM
I had my eyebrows semi permanent tattooed and it was an unprofessional standard. Both of my eyebrows are not symmetrical as one of them is more arched than the other and the skill as hair stroke as they described it.It was not hair stokes it was more like lines and the shade do not match.I clearly stated after the treatment I did not like them.And the beauty therapist told me that they contact their manager and will get back to me. But the manager did not get back to me and had to case them up.And eventually the manager tells me to make an appointment asap. I did that, and told me the earliest they have will be within 2 weeks. I go to the appointment and the person handling at the reception tells me they tried calling me and emailing me that my appointment as been cancelled.Giving me 2 hours before my appointment of notice is not acceptable as I was at work and with no signal.So i wasted my time traveling to the Salon. And I just want my money back as recently they have a very bad review on Google regarding the same issue I have.I don't think they can fix my eyebrows and i am scared what they are going to them.
Ducky - 27-Apr-17 @ 6:31 PM
Got my makeup done by shek goddess larne and my face came out in an infection...doctor confirmed it was caused by cross contamination of dirty brushes..i should of seen the warning signs as the salon from a house with black mould all down the walls..the so called beautician was scruffy and untidy..after consulting friends stories of previous complaints in which court proceeding was brought against her yet she continues to abuse an industry of which there is minimal checks for hygiene ever carried out...
Linsi - 11-Nov-16 @ 5:15 PM
I recently received laser hair removal and in between treatments they advised me to shave which I continuously throughout the course told them it was mkaing my hair worse and they said this is normal I have now finished the course and left with a tick black beard like a man can anyone advise me what to do
Laserunhappy - 4-Oct-16 @ 10:54 PM
I have a complaint against a salon in purchasedifferent a groupon for. I paid for a massage and body wrap. The massage was very painful. I told her she was hurting me and she said I was tense on the shoulders and no pain no gain. I didn't enjoy the massage at all. When I got home I was all red and sore as she had gone in too deep.I was off work 2 days. Had to see my GP as was in agony who was shocked and prescribed Naproxen. I sent photo to Groupon of my red shoulder and back and advised them of my experience. All they offered me was £10! No refund or anything! Where do I go from here?
Sue - 17-Feb-16 @ 8:54 PM
I went to have my nails done at a professional nail salon, the lady cut me three times with the nail file and atleast one of the cuts has got infected, (this has been confirmed by a pharmacist) I went back to the nail salon and asked for my money back as I was no happy that they cut me and caused an infection and they told me the only way I could have my money back is if I had he nails removed, I had them removed and as they gave me the money back the lady started to be very rude and accused me of lying to a "professional" and that it was not infected at all because I did not cry when I put my fingers in the nail removing solution, how do I take this further and make a formal complaint and am I in my right to do so?
Coolcat606019 - 13-Jan-16 @ 1:45 PM
ok so first of all I booked an appointment and it was fine, 2 days later she contact me saying I could no longer have that time as someone else wanted it & gave me a different time I could have, when I got there she knew what I wanted (glitter gels on my own nail) she said she could no longer do that and I should get glitter nail enhancements with gel on so that's what I got when I got home however I noticed they are a total mess, gel is on my skin, gel isn't covering all of my nail, some are lumpy and bumpy, they're not all the same length so I asked for them off, she replied she didn't have any remover but she would remove them with clippers, I was appalled by this as it will ruin my natural nails I know this is not right but to make sure I asked other beauticians and they agree it is wrong and that she should be giving me a refund I asked her for a refund and she replied I wouldn't be getting one but she was really awful to me aswel in her reply she works in the back of her aunties piercing shop someone please help, how can I complain or what can I do? my nails are a real mess and she is being very rude also who do I go to about the complaint as she is not being nice at all THEY DO NOT HAVE AN INTERNET PAGE thanks
princess1995 - 29-Mar-13 @ 2:54 PM
I have a compliant about a salon and have contacted them but had no response after 6 weeks who do i take it to now? how do i findout which governing body it is? I have not been able to find it on the internet Thanks
embob - 17-Oct-12 @ 12:12 PM
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