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Hair Salon Review Response Examples: Negative & Positive Templates
Replies to negative hair salon reviews
★★★★★Haircut not what they asked for
“Asked for a trim and left with three inches cut off. I'm devastated.”
Suggested reply
I'm so sorry — that's not what you asked for, and I understand how upsetting that is. We'd like to help, whether that's a styling session or a conversation about options. Please call and ask for me directly. — Nicole, Salon Owner
★★★★★Kept waiting past appointment
“My stylist was 30 minutes late for my appointment.”
Suggested reply
Thank you for the honest feedback. Your time matters, and running 30 minutes late isn't fair to you. We're adjusting how we book back-to-back services so it doesn't happen again. — Nicole
★★★★★Price higher than quoted
“Was quoted $120 for color and charged $185.”
Suggested reply
I'm sorry for the surprise at checkout. Color pricing can change with length and product, but that should always be explained before we start. I'd like to look into this with you — please give me a call. — Nicole
★★★★★Color didn't come out right
“My blonde turned out brassy and orange.”
Suggested reply
Thank you for letting us know. Color should leave you feeling great, and we'd like to make this right with a toning appointment. Please reach out so we can get you in. — Nicole
Replies to positive reviews
★★★★★Loves their stylist
“Ashley is a magician with curly hair. I finally found my person!”
Suggested reply
Ashley is going to frame this! Thank you for trusting her with your curls — we can't wait to see you next time. — Nicole
★★★★★Relaxing visit
“Best blowout and the head massage was heavenly.”
Suggested reply
So happy you got some well-deserved pampering! Thanks for the lovely review. — The team
Tips for hair salons and barbershops
- Offer a fix (a free adjustment, a toning appointment) privately rather than arguing about what was asked.
- Mention stylists by name in positive replies — clients follow people.
- Be transparent about pricing in replies: explain, don't defend.
- Thank clients for photos or details they share.
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Frequently asked questions
How should a salon respond to a bad haircut review?
Acknowledge their feelings, apologize, and offer to help privately (a fix appointment or a call with the owner). Don't debate what they asked for in public.
Should I mention the stylist's name in a reply?
Yes for praise. For complaints, keep staff names out of the public reply.
Can I respond to reviews from clients I don't recognize?
Yes. Politely say you can't find their appointment and invite them to contact you — then report the review if it's fake.
Templates for other businesses
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