We were hoping to purchase a villa there last month as we explored the Costa del Sol.  However, the more I witnessed the busy-ness, traffic, noise and real estate development, my heart sank knowing that my dream and reality did not pair up.  ‘Development’ has turned natural beauty into a concrete jungle where mammoth construction cranes disturb the blue sky.

 

The cold and damp worsen the pain of the osteoarthritis I’ve been experiencing since my mid 50’s.  Early onset arthritis is what the doctors call it.  Other than achy bones, there are other reminders of aging.  This year, ageism hit me in the face over a hair fiasco.

 

Briefly, my hairdresser left Jersey and I was in search of a colourist.  On my small island home, I have experienced a lack of skill in colouring my hair copper.  I don’t know if it’s the UK discrimination against ginger-haired people or a lack of skill but having my hair colored as I want it has been an issue since I moved here.

 

My search led me to a Toni&Guy salon.  I explained to the colourist that my blonde hair at the time was because of the daily swimming I do in the warmer weather; that I didn’t need any further highlights.  In fact, I explained we could keep a few strands out around my face while my roots and the remainder of my hair was to be copper.  I showed her two photographs of my hair so she was clear on the shade of copper.

 

Ignoring what I said, she gave me a full set of highlights and then announced she was using a conditioner treatment in my colour too.  Neither of which I asked for.  I do deep condition myself.   Then she applied a colour to my roots and continued through my hair that wasn’t in foils and then apparently applied a toner.  The entire process took over two hours and when she dried my hair, there I was, a blonde with a tinge of pale copper on the roots.  Her comment, “Well, you don’t want a bold colour on your hair, do you?” Yes, I did.

 

She then proceeded to try and cross sell hair product.  By this time, I just wanted out of the salon.  She looked at me and asked, “What kind of hair conditioner do you use at home”?   I didn’t answer her because I had no intention of using her product.  Between her not listening to me and the inane ramblings from the woman who shampooed my hair, I had had enough.  When I didn’t answer her she piped up, “Well you don’t know what you put on your hair, do you”?  I sure do.

 

It was shocking to me that she would say that … to anyone.  I use top-end products from www.philipkingsley.co.uk of London.  Anyone who knows the brand will attest to the quality of this product.     To add insult to injury when I asked for the bill, Toni&Guy charged me £255.00!  When I asked for an explanation I was told it was for the highlights, the toner, the conditioner… none of which I asked for.  To be clear, I didn’t have my haircut.

 

I contacted Toni&Guy’s Customer Service in London who said they would speak to the owner of the store in Jersey.  I eventually met with him but not before my hair started breaking off and falling out.   I asked him for my money back after showing him the photographs of me with copper hair that I had requested.

 

“Are you under stress?  Perhaps you’re taking a medication that is making your hair fall out?  We don’t refund money here or you’ll just leave and not come back again.  I’ll have my senior colourist work on your hair and we’ll give you a deep conditioner for free.  I looked at your card and the colourist did the right thing.  When I look at your hair, it is only falling out around your face”.

 

“The only stress I’m under is that I’m losing my hair.  And no, I’m not taking any medication that would do that.  My hair is not just only falling out around my face.  You are not listening to me”.  I walked out.

 

He was clearly insinuating that I had alopecia and his tone and attitude were condescending.  If he truly did want to build trust with me, then he should have given me my money back and only then would I have considered seeing his senior colourist.  And his offering a ‘salon conditioning treatment’ meant nothing.  Their treatment didn’t stop my hair from breaking the first time around.  Why would I let another staff member touch my hair when I had had such a negative experience?

 

I once again contacted Toni&Guy in London and I quote the email I received:

 

“Thank you for your email and I apologise for any disappointment that you are feeling.

 

Whilst I cannot overturn a decision made by the Salon Partner, I will be sure to pass along your feedback.

 

I appreciate you bringing this matter to our attention.

 

We genuinely hope that one day we can restore your faith in TONI&GUY but in the meantime, we wish you all the very best.

 

Kind Regards,”

 

Why on earth would I step into a Toni&Guy salon ever again?  They offer a franchise but don’t seem to care about quality control.  You’d think it would be important for them to maintain a standard for their brand.

 

FYI, my hair continued to fall out for two more months. I went on to see a trichologist, a specialist who focuses on the diseases and problems of hair and she confirmed that my hair had been overexposed.  I then made my way to Vidal Sassoon in London who have been working with me since late June to restore my hair back to health.  They too confirmed that my hair had been drastically overexposed.   Between Sassoon’s colour care and the Density Line of hair products from Philip Kingsley, my hair is well on the mend.

 

As a business development guru, I know the importance of service excellence and admitting mistakes, instead of backpaddling with a righteous attitude.   We all make mistakes.  It takes integrity to admit them.

 

Mistakes I made this year were thinking the Costa Del Sol could offer a retirement lifestyle to my liking and engaging with a salon owner who values profit over quality.  We live and learn.   And sometimes there’s nothing healthier than a good rant.