Beauty Salons in Crowthorne
103 High Street
Lily Lane is a luxury beauty salon based in Crowthorne, Berkshire. Offering affordable beauty and aesthetic treatments with convenient parking, exceptional service and the highest quality treatments and products.
in the last week I am dismayed at the poor treatment I received by inexperienced staff and a manager/owner completely unable to apologise or resolve matters. She was unable to provide us with a copy of her complaints procedure or refund policy. When pressed on this she stated both were written as a footnote on the Lily Lane website. They are not. I had an LVL treatment at a cost of £40. This is a perm and tint for eyelashes. The next day the lashes had 'dropped' meaning the treatment (which should last 4-6 weeks) had not been applied properly and had failed. I returned to the shop where I was advised by the member of staff who carried out the procedure that I could have a refund and that the manager would call me when she arrived in the salon. I heard nothing and consequently 5 hours later rang the salon to be told the manager still wasn't in. She finally rang me and I told her I would like a refund. She said she didn't do refunds and could I send her a photo of my lashes. I reminded her of my consumer rights and said I would come into the shop. In the shop I asked for a refund. The manager (even though I was standing in front of her) said I would need to email her and she would conduct an investigation! I said I was standing in front of her, she could see my lashes, so what more did she want? I told her I wasn't leaving until I had a refund. She said she didn't do refunds. I rang Trading Standards while I was in the shop and they advised I WAS entitled to a refund and couldn't understand the reluctance of the proprietor to give one. The manager then got the manufacturer of the solution used during the LVL process on the telephone and she passed the phone to my partner. They told him they didn't know why she had done this as the matter was down to the salon manager who still insisted I put it in an email to her and then threatened to have me arrested for a breach of the peace! I was shocked!! As a result I phoned the Police while I was in the shop and they told me that what I described was a civil matter and not something they would become involved in. I had been a customer of Lily Lane for many years and I'm horrified that they have a complete disregard for customer loyalty or experience. Their unwillingness to resolve matters has left me with no option but to seek redress elsewhere. I strongly recommend you give this salon a swerve and go somewhere where your custom is valued, staff are experienced and competent and there is a clear dispute resolution procedure.
John Merry - 13/11/2017 | report this review
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