Livetruelondon Omdömen 

Voucher is a scam. Awful customer service.

I booked the £150 Balayage and cut offer.
No instructions of how to book. So I emailed the booking email address, told them my preferred salon and availability. Someone replied with a booking conformation telling me which time and date they had booked.

I turned up on time and had a good appointment, but on trying to leave they charged me an additional £88. For what, I am still not clear. Mention of Toner and 'Root shadowing' and I don't know what the third thing was, but there was no mention on this within my appointment and these charges were a total shock.

On my surprise and asking for a breakdown and explanation of these costs, I was told I was being difficult. I was told I would have to take it up with customer service and I wasn't allowed to leave without payment.

It was so awkward and uncomfortable. I have been in touch with customer service who have told me it's in the terms and conditions apparently that any treatment can be added and will be charged.

So disappointed. What a scam.

I rarely leave negative reviews, but I feel it's important to share my experience.

I booked the "Luxury Balayage Experience" expecting a high standard of service from start to finish. Unfortunately, the experience was disappointing before my appointment had even begun. It took around five days to confirm my booking because customer service was very slow to respond to emails.

The balayage itself was not blended properly, particularly around the roots and face-framing sections, leaving harsh lines instead of the soft, seamless finish I had requested and paid for. The result was not what I expected from a luxury service and left me feeling very self-conscious.

What disappointed me even more was the way my complaint was handled. I contacted the salon immediately after my appointment with photographs, yet it took over two weeks and multiple follow-up emails before I received a meaningful response. Although I was eventually offered an in-salon assessment, by that point I had completely lost confidence in the salon due to the poor communication and lack of urgency.

Overall, I did not receive the luxury experience that was advertised. The quality of the balayage, combined with the customer service and complaints process, fell well below my expectations. I hope this feedback encourages improvements and helps other customers make an informed decision.

I purchased a voucher for a hair colour service at Live True London. After a miscommunication around my appointment, I was charged a no-show fee despite attempting to contact the salon and not having completed a patch test — a basic safety requirement that should have been arranged before any colour appointment was confirmed. When I raised this concern, the salon refused to offer any resolution or rebook my appointment. I found the customer service throughout this process to be dismissive and inflexible. As someone who takes salon safety seriously, I would not recommend this salon and will not be returning.

It's not surprise that Live True only have 1.8 on Trust Pilot and I am surprised their Google Rating is so high. Give the amount of poor experiences that I've read in addition my own, where there has been terrible customer service, both online when booking and when in the salon, I would not be surprised if the Google Reviews were also spam.

Avoid at all costs! I booked a voucher for the Tint, Shine Treatment and Blow Dry at the Vauxhall salon, but there was a booking error and lack of communication about a patch test, so I was unable to receive the full service I paid for. Staff were unaware of the voucher details and I was made to feel responsible for the issue despite never being informed of the patch test requirement. Despite following up multiple times, no apology or resolution has been offered, and my complaint has gone unanswered.

I cannot overstate how disappointing my experience with Live True London has been. The company seems to have little understanding of what good customer service, or even basic customer service, looks like.

The only reason I continue to use the salon is because the hairdressers themselves are talented and consistently do a great job. Unfortunately, the customer service team completely undermines that experience.

I was unexpectedly hospitalised for several days and contacted them to see if they could accommodate a change to my appointment. Despite the circumstances, they were unwilling to offer any flexibility or assistance. Communication was slow and unhelpful, and when they did respond, the tone came across as dismissive and, on multiple occasions, the information provided was incorrect. I'm reminded of this frustration every time I try to book an appointment. Without fail, my emails go unanswered, leaving me to chase for a response and making what should be a simple booking process unnecessarily difficult.

This is genuinely one of the worst customer service experiences I have had. It's a real shame because the quality of the stylists deserves far better support from the company behind them.

I booked a full head balayage with the offer that was advertised to me.
The stylist absolutely ruined the colour and wasn’t anything like the picture.
I was in a rush to pick up my son so left the salon after being there for 5 hours. The colour was so off and wasn’t blended well at all. I paid for an additional 2 toners. I had this orangey colour underneath and some terrible blonde streaks with dark roots.
A busy mum to an autistic toddler, I didn’t contact them within the 7 day customer satisfaction but still sent the complaint (explaining that my son had been off nursery and I had been caring for him) and was asked to send pictures (which I did) and asked for my availability to come in for an in salon assessment. A week later I was still waiting for the appointment so chased them up. I was then informed the assessment wasn’t going ahead due to my complaint being outside of their 7 day policy !
No discretion used despite using this salon for 4 years for hair cuts and the fact that the pictures I had shared with them looked like an amateur job. I could have done better myself !
Beware of booking for colour here ! The ‘stylist’ totally ruined my hair and live true didn’t want to use any discretion to rectify this !
If you’re looking for a treat for yourself I strongly suggest you look and book elsewhere because the colour I received was shockingly bad!

DO NOT USE THIS SALON

Do not be lured in my their offers / deals and instagram. By far the worst experience I have ever had, my hair was absolutely ruined by an employee at the soho branch.

I had booked in for balayage and ended up with a full head of block colour. The employee claimed to understand the desired look I wanted, i provided pics with clear inspiration. At the sink whilst washing my colour they became panicked and started to seek support form a colleague, they then openly admitted that they were not familiar with redken the hair brand that they had just used to dye my hair, and that it was only their second day of working there. ( I had only been colour patch tested for wella ) so a huge breach of health and safety

It was pretty evident my hair was ruined as soon as they began to dry it. I was honest straight away and told them I was unhappy and that they’d need to fix it. They tried multiple toners and I was in the salon until gone 10pm whilst they attempted to fix it.

I ended up having to leave and returned the next day to request someone with the right capabilities fix it. I was told the only way they would resolve it was to re book and be consulted by the person that treated me despite telling the branch and customer services that that they had already tried to rectify their mistakes.

Out of sheer desperation I simply re booked with another stylist ( who was amazing) to attempt to fix it.

I have since raised this issue to both customer service the ceo and I am yet to get a response.

I have been charged for the initial appointment and the corrective appointment

I visited this salon for the second time and once again I left extremely satisfied. From the very first visit they gave the same impression of professionalism , quality and attention to the details .
Victoria was highly skilled and professional she listened carefully to what I wanted and the final result was absolutely fabulous. I truly felt understood and well taken care through the whole process.⭐️⭐️⭐️⭐️⭐️

So bad service!! I received a present Groupon voucher and as I visited one time for a service previously, they don’t wanted to accept my appointment for this present received! Even when I read the small letters saying you can buy this up to 3 times (but again, I didn’t buy it). Even when you pay extra stuff there! The lady that called me hang out the phone when I asked in a good manner to send me a email about this because I was going to put a complain. They wanted me to tell the person “your gift doesn’t work” and ask Groupon to refund it. Can you imagine??? They will lost customers definitely!

The worst company to deal with. Do not book here for any deals or anything in general. They handle your order poorly and no one will communicate with you should you need a refund on them cancelling your appointment. Not only they accused customers of not confirming orders even thought they have said on an email “see you then”, they will ask you to come back the next day and still don’t do any treatments. It’s been almost 2 weeks now having to get any answers from their customer support and it’s still not going anywhere. Truly the worst company. Save yourself a stress and don’t book here, tons of fabulous salon somewhere else.

Paid £167 upfront, drove 2 hours to Live True London, arrived on time — they refused service because I had no patch test. Then they KEPT ALL £167 and refused to refund me.

This is illegal. You pay, they turn you away, they keep your cash. It is theft and against consumer law. They do this to everyone — read the other reviews.

DO NOT BOOK HERE. You will lose your money.

Cancelled my appointment for the Clapham branch an hour before. Their Google reviews are fake like everyone else suggests. Awful company,

Never got a response back for my email query for a balayage. I've emailed several times and even contacted the phone number on their website, I was told I would get a response but never did

I have been getting my hair highlighted for 8 years now. I decided to try livetruelondon and both consecutive times my hair has turned brassy and ginger after 2 washes. Would not recommend. Never had this problem before…

Ruined my hair!
I had an appointment for balayage with Glanesa. She did the opposite of what was agreed.
Before we started I explained that last time I did my hair was 6 months ago and today the goal is to refresh it a bit - so basically do the same but bring it up a bit. The number one priority is to achieve a smooth seamless blend/transition from my colour to lighter hues.
I have showed a picture of what we want to achieve as a reference and explained that this is the overall vibe we are going for BUT the front shouldn’t be as white because I hate when it’s too white. Very low maintenance, lots of natural colour and very gradual transition from natural to blondish.
When Glanesa asked where do I want my balayage to start I asked to use as much space as she needs to achieve that seamless natural transition, which is the number one priority.
Once she was done and stated drying my hair my face said it all- DISASTER.
Too much blonde right at the roots, my own colour disappeared, no transition, all patchy and not at all what was discussed .
I said it’s bad and we went back to add more colour where she tried to fix/mask it with a new darker toner, which did make it a bit better in tonality (temporary) but the underlying damage is done and years of my natural colour growth is gone.
Bottom line - I will now need many months and costly sessions to fix the zebra crossing she has created right at my roots. I will have to continually tone the hair to deposit the darker pigment to hide the unnatural blonde she created. I will need to wait months and do even more sessions to build up the bulk of my natural colour to achieve the look that was needed.

Absolute shit show from start to finish.

This wasn’t just a bad appointment - it was a complete waste of both my time and money. I had already made the effort to travel from far East London for a separate patch test, then again for the actual appointment, only for everything to fall apart once I got there.

I attended on time, sat through the consultation, and was working off the understanding (clearly stated at booking) that any additional cost would be up to £49 for toners. Instead, I was suddenly quoted an extra £170 - completely out of line with what I’d been told.

When I said that wasn’t affordable and asked for any kind of simpler or alternative service, I was refused outright. Not even something basic like a haircut was agreed on. The stylist then told me to contact customer care for a refund and just walked off, effectively ending the appointment there and then.

I was left at reception trying to figure out what to do next, with no real help or solution offered. I spent around 30 minutes there and walked out with absolutely nothing - no service, no resolution, just frustration.

Now to make things worse, this is being labelled as a “no-show,” which is completely untrue. I showed up, I engaged, and I was the one left stranded. The customer care is another shit show who have stopped responding back to my emails.

After multiple trips across London, wasted time, and zero service, being charged £145 for this is honestly shocking.

If you value your time, money, and basic customer service, I would seriously think twice before booking here

Do not come here!!! I had an awful experience at Live True Clapham. I asked for a bright blonde balayage with a face frame, but instead ended up with a dark, ashy brown colour (especially darker around the front.)
I went back for a redo, but it only made things worse. More bleach was applied, and my hair turned patchy and streaky with orange tones.
To make matters worse, their customer service has been completely unresponsive. I’ve tried multiple times to contact them regarding a refund, but no one has gotten back to me.
Really disappointing experience overall.

I had a very disappointing experience at Live True London Soho, both with the service itself and the way my complaint has been handled afterwards. If I could give zero stars, I would.

I visited for a balayage with Joana and clearly showed reference photos of a blonde balayage while keeping my natural roots. This should not have been difficult, as my hair was already blonde and I have been getting balayage for several years without issues.

When my hair was first revealed it was much darker brown with a red face frame, which was not what I had asked for. When I raised concerns, I was told it would look different after washing and in different lighting. However, when I saw it in natural daylight the front pieces were clearly orange.

A second balayage was then carried out to try to correct this. During this process bleach was applied over my natural roots despite my request to keep them untouched. Joana was also moving between my appointment and another client upstairs, which made the service feel rushed. During the appointment I overheard other stylists questioning some of the decisions being made about my hair.

I ultimately left the salon with orange roots, patchy colour, a harsh colour line and an uneven haircut. Joana acknowledged the result wasn’t right and suggested I return for a complimentary root shadow.

After two unsuccessful attempts, I understandably lost confidence in the salon’s ability to correct the issue. I consulted another reputable salon, who advised that a root shadow would not resolve the problem and could actually make the colour worse. I was told the only way to correct it was to recolour my hair fully and effectively start again — the opposite of the low-maintenance, rooted look I had originally asked for at Live True.

I submitted a formal complaint, as Live True’s T&Cs require complaints to be assessed in salon. It took multiple messages across different platforms just to secure this appointment. When I returned, Joana repeated the same root shadow suggestion despite the issues already raised and was dismissive of my concerns, eventually telling me the conversation was over and that management would follow up.

In the meantime, I paid a significant amount of money for corrective work elsewhere. This required a lengthy colour-correction process far beyond a root shadow, involving both highlights and lowlights to neutralise the orange tones and restore a natural blend.

Despite several follow-up emails to Live True, I only received a response 16 days later, and only after informing them that I would be sharing my experience publicly. This is despite the salon’s automatic reply stating that emails will be addressed within 48 hours. Their response was that they would not consider a refund because a corrective root shadow had been offered at the assessment.

However, I had already allowed Joana to attempt a correction during my original appointment, which is what made the situation worse. It is unreasonable to expect a client to undergo further corrective procedures after two unsuccessful services, particularly when independent professional advice indicated the proposed solution would not resolve the issue and could make the colour worse.

I made every effort to resolve this directly, including attending a follow-up appointment, but ultimately felt ignored and dismissed. As a result, I feel I have no choice but to share my experience.

I would not recommend Live True London Soho, but would still welcome the opportunity for the salon to contact me directly to resolve this matter.

Read the reveiws carefully. You can tell some of the five star ones are fake. Dodgy cut (the fringe), horrid colour, nothing like what I asked for. Left with a soaking wet back. Had to wait over an hour from my appointment time. No offer of any drink. Then had the nerve to try to overcharge me at the till. The place is dirty and the staff unprofessional. I did reach out to management after but they couldnt care less. Hopefully this will warn others. There are many many other, much better hairdressers in London that are clean and have staff that actually listen and care and its not all about getting every penny out of you.

I had booked in for a hair treatment but it was only on my hair for around 1 minute as the hair stylist had a booking straight after me and no refund was offered for the treatment.

Since being at the salon I have been bombarded with promotional text messages - I have tried to remove myself from the mailing list with no luck. The women in the salon have been helpful when I have called up but despite repeatedly emailing their head office and customer care teams asking to be remove from their database, no one has bothered to get back to me. Really disappointing customer service from this company.