A harsh salon review is usually about a cut, a color, or the wait. Apologize for the result they described. Do not name a formula, a developer, or blame the stylist in public.
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You can say you are sorry the cut or the color was not what they asked for, because they said that. You cannot add the formula, the brand line, or a theory about their hair history. That detail is not for the thread.
If they name a stylist, do not scold that person under the review and do not make excuses for them. Say the salon wants to see the hair in person, and name who at the front desk books that visit.
A fix, if you offer one, is an invitation to come back and have the owner or a senior stylist look. It is not a public promise of a free service, and it is not a debate about whether the photo matches the request.
Tone stays warm and short. A salon reply that sounds like a policy memo loses the next client who is choosing between two shops.
The reviews on this page are invented to show a reply shape. They are not quotes from a customer. For a single draft of a review you already have, use the free review reply generator. No account is required for that one reply.
Example review
“Asked for a soft brown and left much darker. They told me it would fade. It has not.”
Reply
Thank you for telling us. We are sorry the color came out darker than you asked. Please call the salon and ask for me. I want to see it in person and talk through a fix. [Your name], Owner
Example review
“Appointment was at 2. I was not in the chair until 2:50. Rude start.”
Reply
Thank you for writing. We are sorry you waited past your appointment. That is not how we want a visit to start. Please ask for me next time and I will look at how the book was running. [Your name], Owner
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