Sugilite Salon

I’ve been here previously no issues but on the 27th of November there was. I booked an appointment for my mother via Treatwell the week prior. When I showed up 10 minutes before there was no one there, at 10:58 is when they opened the door. I went inside and a lady straight away said ‘ are you here for a massage? The masseuse isn’t here’ I said well that’s not my issue how can this be resolved? Her response was ‘I can give you your money back’. No apology, no understanding, nothing. She then looked at her system which has ‘nothing booked’ when it’s clearly on mine. This makes no sense, how can two systems not be integrated correctly when I can book via Treatwell and it doesn’t come up on their side, that’s so frustrating and I don’t believe it.This is when everything goes wrong, another staff member came, let’s call her ‘Rabiya’ who just told me she can’t do anything as shes from a sister branch and doesn’t know how anything works but all she can do is a refund. I explained to her lm a regular customer, you have my contact details and you waited to tell me now that the masseuse wasn’t available?? She then said not her problem. I asked for her name for my google review which wasn’t going to be about her originally she then proceeded to say ‘ no I’m not giving you my name you’re going to create drama’ - she didn’t say this in a nice tone or softly, her eyes widen and her tone raised.As a customer if I want to leave a google review it is my right to do sothat’s why google reviews are there, because of situations like this.Never in my life have I been to an establishment where a staff member speaks to a customer like that especially after they are at fault. (BTW I easily found her name on the Treatwell app.)My mother who was behind said ‘it is your fault because how can a company not see a booking’ she then proceeded to shout at my mother infront of other customers.Which I then approached her and told her not to do because it’s common sense you don’t shout at customers. She is horrible, rude, disrespectful and the fact that she wasn’t even apologetic and lied to my face makes me more frustrated with this whole situation.I would not recommend this place unless you would like to be berated in front of other people and told its not of their concern. I came to Sugarlite for a service which was not provided nor offered but I left with frustration, anger and disappointment. I will be letting others know about my disgusting experience solely based on the customer service experience I received.I wasn’t going to write a review but I guess I have too because of my experience and I’m sure it’s happened to other people and probably will happen to other people.Management: Please teach your staff members etiquette and mannerisms when speaking to customers. Also check how your booking system works because clearly no one understood how to use it especially when someone has booked a week in advance. I am not saying I was an easy going customer as I was already frustrated by the masseuse not being there but there is a way to deal with customers and issues that are at fault of the company’s. Ps. Feel free to check your CCTV to see how your employees pick and chose who they want to be nice to.

I had a face and body bleach in sugilite as they were taking it off I saw that the bleach was so strong it has burnt my back, left patches on my neck and I have burn marks on my face... when I confronted them about it they said it's my 'clothes' and that it was my fault that I wanted my skin colour to be light and my actual skin colour is dark!!! This is not the case, I wanted my hair to be lighter.. however I was saddened to be left with burn marks on my back, face and neck and therefore I wasn't able to attend the event I wanted to go to that night. The ladies in the salon weren't apologetic and blamed it on me and instead were having a go at me! I WILL NEVER EVER GO TO THIS SALON AGAIN AND I WILL TELL everyone else to not go there either, trust me I know a lot of people that are very loyal customers and they weren't happy when I told them this.

Recently visited the salon after hearing positive things from my friends and family - lovely staff and accommodating manager made me feel so well looked after. They were super busy and I did have to wait while they dealt with all kinds of unpleasant customers but the standard of care and treatment made up for that.Cannot recommend them enough - especially the hair treatments!

Amezing service!! today I took head and back message it's really good something is magic in her hand .....she is little but gave me better prsuere.she made me feel so relaxed ..I want to come back here ___ thankyou little baby girl.........it's my right to give feedback

The customer service is undoubtedly excellent, but this job is one where customer service isn't as crucial as your skills. I went on Thursday for my hair and makeup with Hannah. She did my makeup and styled my hair, and I was pleased with the hairstyle. However, Hannah is a bit moody.It was my brother's wedding, and I wanted professional makeup. Firstly, the products Hannah used were of very low quality, suitable for daily use rather than professional makeup. The foundation color didn't match well; my foundation looked too yellow. She used NXY products with low-quality shimmer and glitter, possibly cheap Chinese products, causing the makeup to look subpar. While the makeup technique was right, the products were extremely low quality. She didn't properly blend my foundation, resulting in my neck and face having two different colors. No setting spray was used. I would not recommend this place for makeup. We often emphasize good customer service, but unfortunately, for salons, we need skilled professionals and high-quality products. Good customer service alone is not enough. I would not recommend it for makeup.Hairstyle 4 out of 5Makeup : -1 out of 5

I BOOKED an appointment for 4.30 today for my daughters haircut. Was kept waiting for 30minutes after which I was told they can't do the hair cut as they have their 5pm laser client here and whether I want to book an appointment for the following day or wait 2 hours?!! When asked why was I given this appointment if they can't keep their agreement, I was told the manager booked the appointment and not either of them so they don't know why. This was by far the most bizzare and daibolical customer service I've ever experienced. I also had my 2 year old with me, who was being a normal child and chatting away, one of the staff members had the audacity to tell her to be quiet as another clients baby was sleeping even though there were noisy hair dryers and etc making much louder noise in the salon!! Besides any adult will have been agitated after being kept waiting for 30minutes, let alone a 2 year old!!Sugilite, learn some manners, respect and courtesy please.

Amazing service !!I had just gotten off a 9 hour flight and came straight to the salon as I've heard such great things from others.I decided to go for a CACI facial with the manager and it was so good and the environment was so peaceful.I also got my highlights done by Anna, and I love it so much.They're very professional and accomodating.10/10 will definitely come back next time I'm in the UK.

please avoid! different prices online and when you go in store they triple it. tried charging 300£ for extension maintenance when online it said 50£.. with that price you expect to put new hair, not just to lift my own ones up a little. anyways very disappointed.

The Salon is very well maintained and offers a wide range of services. I've got my haircut, eyebrows, upper lips and under-arms laser hair removal done here. I've got all my services done by Anita here. She is very efficient, humble and provides excellent service. I would surely recommend her. Rabia is very good for haircut.

Just had a facial by the lovely Anita, I am heavily pregnant she made me feel so relaxed and explained everything step In detail. She gave me great aftercare advice and left my skin feeling absolutely clean and fresh. Defiantly will be returning and rebooking Anita. My first time at the salon will recommend to anyone. Thank you Anita