Livetruelondon Reviews 

The worst customer service I have ever received. I have been a regular in the Clapham branch, then the Soho branch, have had my hair coloured so many times with Live True. I booked an appointment and it said if you haven’t had your hair coloured with us you need a patch test, I have so I booked the appointment. No one contacted me then the next day I turn up and they cancelled the appointment. It was for a special occasion so I could not reschedule and asked for a refund. The lady said no problem go through Treatwell. Treatwell then said go to the salon, it has now been 5 weeks since this appointment, I have emailed 9 times, called 5 times and used the WhatsApp service and not one person had gotten back to me. Every time I call they say oh so sorry I will get the manager to call you back and they never do. I will now be seeking legal advice from citizens advice. Appalling and disgusting way to treat clients that are loyal.

I’ve been going to Diogo at Live True Brixton for over a year now, and I honestly wouldn’t trust anyone else with my hair. He completely transformed it after a bad lightening experience — my hair was dry, damaged and uneven, and now it’s the healthiest, shiniest and most beautiful it’s ever been!

Diogo always gets the tone and blend absolutely perfect — the transition from root to blonde is seamless, the colour lasts beautifully between appointments, and it still feels soft and strong even after lightening. Every visit he takes his time to make sure everything looks flawless and gives me the exact result I want (often even better!).

If you’re looking for someone who truly knows how to keep blonde hair healthy and stunning, Diogo is the one. Couldn’t recommend him enough! 💇🏼‍♀️✨

I had one of the most disappointing experiences with this salon. I paid £240 for a keratin treatment which was very expensive, yet it left absolutely no visible change to my hair. When I raised a complaint, I was told to come in for an “assessment.” At the appointment, the stylist barely looked at my hair and simply told me to come back the next day for another 2–3 hour session, which I had already explained I could not do. No proper solution was offered.

What made the situation worse was the rude and unprofessional attitude I experienced during my visit. Rather than taking responsibility for the failed treatment, I was dismissed and left with wasted time, additional stress, and no resolution.

Since then, I have sent multiple follow-up emails, but weeks have now passed and I have still not been given any solution or refund. Paying such a large amount for nothing in return is unacceptable, and the complete lack of customer care is appalling.

This has been a terrible experience from start to finish, and I would strongly advise others to avoid this salon.

I had an absolutely horrific experience with their keratin treatment. I notified the salon thereafter who told me I needed to email customer care. I then followed up with customer care 6 times with no response, no resolution. It’s absolutely a scam of a company. They did nothing to rectify the issue and I’ve now had to go elsewhere and spend additional time and money to try to rectify their issue.

Appalling service - I am a regular client and was charged £208 as a no show on an appointment cancelled by True (due on 16th Aug). I rebooked for 19th Aug which I was then charged for and then received an email to advise a £208 no show fee! I contacted customer care and was promised a response within 7 days - no phone line and no response. Please respond for a resolution.

I have been trying to get a refund from them since they were not able to book a suitable aappointment.
Not only it took them ages to get in touch about the booking.
But now it's been a month and infinite emails about getting a refund and so far it has not happened yet.
Very unprofessional

Unfortunately, the professionalism of the hairdressers here is non-existent. Not only did they screwed up my haircut but charged me for that. The central office wouldn't answer my emails - I was going to get a refund. I went for a reassessment and they agreed that the haircut wasn't good, but I've been trying to reach out to them for 3 months now to get my refund and so far nothing. Don't use their service, pls

Honestly no wonder the reviews for this place are so terrible. Had a balayage here a few months ago (along with a patch test) and emailed to rebook. I emailed to change my service to a full head colour A MONTH AGO and had no response until Friday in which the receptionist said if u wanted a quote I would need a consultation but there was no availability for one. I said I would be happy to proceed without a quote. I then arrive and they say I need a different kind of patch test and that they wouldn’t be able to do my hair. No mention of this is any emails (that’s when they bothered to reply at all) and no apology or alternative option. I even agreed to go ahead and sign a waiver and they refused. Or might I say the manager refused over text message and let the receptionist bear the brunt of the situation. Day absolutely ruined.

Do not book here! Absolutely terrible “balayage” which turned out to be streaky orange chunky highlights starting an inch from my scalp. Uneven hair cut and the worst fringe I have ever seen. Went in for a meeting with member of management who was also shocked by the awful results. Customer care team ignore emails regarding a refund I had been promised - waiting 3 weeks for a refund and now am being ignored

If I could give 0 stars I would.
Genuinely the worst customer experience I’ve ever had.
I had my hair done by Vivianne Figueiras, who ruined my hair. I asked for a blonde balayage and left with darker hair than I went in with! I tried to settle with her separately but she insisted it was the best she could do - I’ve been to multiple salons and never had someone do such a poor job. She then decided to ignore my messages, which seems to be a theme with anyone and everyone at this company.
Contacting customer services is impossible, only via email. They take 5 days to respond to an email, and it’s now been 3 weeks since the last reply despite multiple follow ups from my side. It’s totally unacceptable to be left this disappointed and upset without any suggestion to rectify the issue. Especially to be ignored across multiple platforms (have tried calling/instagram/whatsapp/email).
I could write so much more about this experience but just take this as a warning to avoid at all costs, both the stylist and the salon.

THEY NEED TO FIX THEIR ATTITUDE / CLAPHAM
I have been a loyal customer for over a year but I will not be going back. I called about a refund I have been waiting for over a week. They kept saying “we will do it today” or “tomorrow” and nothing happened. When I told the person on the phone that it was taking too long to fix a mistake they made, he got defensive and said “first of all I did not make that mistake.” I explained I was talking about the company as a whole and not him personally.

This is not how you handle customers. They overcharged me and are taking far too long to correct it. The reception team is unhelpful and needs serious training. Two months ago I arrived for my appointment and the receptionist was too busy playing on his phone to even greet me. It took him four minutes to notice me. No hello, no welcome.

To be clear, I have no problem with the quality of the hair service itself. My hairdresser was always great. But the hospitality and customer care at reception is awful.

I've had my roots bleached and toned twice now by Thayna at LiveTrue Vauxhall. She is incredible! I can't recommend her enough, she really listens and does exactly what you ask (within reason of course), her blowdries are fab also 💖

AVOID THIS PLACE!! THEY CANCEL YOUR APPOINTMENT AND THE. REFUSE REFUND FORCING YOU TO RESCHEDULE!!

DON’T EVER GO HERE!! Absolutely horrendous service - tried to push my appt back by over an hour right before my appt time and when I said I couldn’t make it the receptionist was rude and stroppy. When I tried to get a refund because I prepaid they were super difficult, gave me an email address to follow up on and no one ever replied to my email despite multiple follow ups. Was an absolute headache trying to provide they cancelled to Treatwell and they still never replied, never apologised. The receptionist is INCREDIBLY rude - originally called me when I first booked and told me I hadn’t had a patch test & they’d need to rearrange my appt, even tho I got one a week before, and when I pushed her to check my record she finally admitted I had it and she just hadn’t checked.

There are a lot of good hairdressers around the area - go there and don’t bother with here. If you dig down you can see the bad reviews of everyone talking about poor service and always late etc. it seems the same across all chains if you check the Brixton branch reviews as well.

They had already moved my appointment several times. Nailla did my full head of highlights. She placed the highlights too far from the root, missed a spot completely at the front, and left patches at the back. She didn’t leave the bleach on long enough, so it didn’t have a chance to lift properly, leaving me with orangutan-orange hair that looked like it had two weeks of regrowth. I messaged the customer care team; they suggested I come in for them to rectify my hair. Initially, I was very reluctant, but then I provided them with my availability. I’ve been ghosted since. Do not book this place.

Unprofessional service as well as customer care

I went to this salon as they had an offer going on, and I just needed a simple trim. But boy, I wish I didn't! Not only did the stylist cut my hair unevenly, but when I tried to report it and asked for a refund, they refused and kept offering to come back for a fix. As if! I had already told them that I'd be going to another salon for a fix, yet they kept pushing. They did not want to accept a job done poorly, even though it was obvious from the evidence submitted to them. I have raised a dispute with my credit card provider, and I hope they will be able to sort it out.

It's one thing not to like how a cut looks on you, and it's a completely different one if it's actually done poorly!

Highly recommend giving this one a miss - I’ve been coming to livetrue for a few years (because of the price on treatwell) and rarely have an easy experience.
If you are going to go ahead, AVOID having a contractor do you hair as if they do anything wrong or anything you don’t like - good luck to you. There is apparently no store manager so trying to get help is so difficult. Customer care are VERY hard to get hold of, there is only an email address and it takes 48 hours or so to reply to every email.

They also won’t let anyone but that individual hair dresser fix the problem so if they already try and fix it once (or twice) and it’s still bad you will have to go back to the same person, it’s very hard work to get to see another hairdresser to fix the problem. This has happened a few times now, I had a bad colour job in Clapham, where I wanted to go blonder balayage but left the salon with darker, stripier hair than when I went in. This was eventually fixed after much back and forth. I then found someone in Vauxhall, who was amazing but left, then I got a very shoddy colour job (was only face framing) in Vauxhall which took 3 attempts to fix by one hairdresser (shouldn’t have been that hard) and in the end fought to get it fixed by someone at Brixton, by which I only required a toner! I think it took 2 weeks or so to get this toner, from the day of the bad colour to getting it booked in and fixed, customer care are the only ones who can book this in otherwise you have to pay, and as I said, they take 48 hours to reply to every single email.

Most recently I thought I’d give the Brixton salon a go as one of the hairdressers there had been recommended, so I booked in and paid through Treatwell, got down to my appointment to find out it’s been double booked and my appointment is not going ahead. I can’t say I was surprised. The receptionist was kind and tried to reschedule, however given the experience I didn’t want to. I was informed he would talk to the manager and I should contact customer care for a refund. This was on Sunday, it is now Wednesday and I still have not had a refund even processed.

I genuinely would not recommend to anyone to go to live true London. You will get a much better experience from probably any other salon in London. The customer care is run very poorly so if anything does go wrong (which happens more frequently than you would think) it’s a massive headache to fix.

This company is a SCAM. DO NOT BOOK.

Unfair, Unprofessional, and Not Worth. My friend travelled 2 hours for her hair appointment and was only around 10–15 minutes late due to train delays, which she had already messaged them about. She was excited about her hair appointment we were in group chat all those time how excited she was. Since her original stylist was booked back-to-back, they passed her to another one — and we even encouraged her to go ahead. But the new stylist told her she had to dye her hair black , dark level 3 idk what it’s mean, even though her natural hair is already black the grown one as (she is asian) and that was never the plan.

She had her graduation the next day and left in tears with nothing done. The salon refused a refund and didn’t take responsibility at all. Really disappointing experience.

I strongly advise against booking at this salon. Please think very carefully before making an appointment here to avoid any regrets.