Queen of Systems - Birkenhead

Nathan R.

Karen & Anna are professionals in the hair system industry. I have been going to West32 for just under 6 months now. From the moment you step foot into the salon you know you’re in safe hands. The guys make you feel at ease whatever your issue. They do an amazing job. They boost your confidence and are worth every penny spent! They are also there after your treatment for any issue you do have (for example I was worried about rebonding etc hand got told to take step by step photos so they could tell me what I was doing wrong and guiding me) I cannot speak highly enough of Anna and Karen

Ben P.

Having been bald all my life, I was so excited to visit this salon for a consultation and order my hair system. I waited months for it to arrive and have it fitted due to COVID, but when it was finally fitted and coloured and cut to blend in with my hair I was so happy with the results. Within a few weeks however my system, which had been coloured a dark brown by the salon to match my own hair colour, had gone a light shade of golden blonde. This obviously looked ridiculous against my natural brunette hair and was so noticeable that several family and friends asked me if I’d coloured my hair blonde!

I contacted the salon about the change in hair colour of the system and they said that the colour couldn’t have come out and that it must have been from being in the sun too much and I should wear a hat! I didn’t spend hundreds on a hair system to wear a hat and, because I thought this wasn’t really a satisfactory answer to my problem, I booked into the salon to have the hair system re-coloured.

When I returned to the salon, the staff admitted the system had changed colour and said it had never happened before and couldn’t give no real explanation as to how or why it had happened. They recoloured the system and I was very happy with service. I thanked my stylist and even gave her a tip.

Because I was worried about the same thing happening again, and because the salon had been unable to give me any answers as to why my system would go from being dyed brunette to golden blonde, I decided to contact Total Cover Plus directly about the system and the change in colour to it. TCP got back to me the following day saying that they had contacted the salon to find out what happened and the salon had told them I was no longer welcome back there as a customer! I was utterly flabbergasted at this. They said the reason was because of the way I had communicated with them - but I had been nothing but polite, had only dared to ask why my brunette hair system had gone embarrassingly light blonde after just a couple of washes over a few weeks and had even gone back and paid the salon to re colour the system for me. I had been nothing but polite and had gone away a happy customer and had even tipped the stylist because I was happy with the work done. I had no idea why they would say I wasn’t welcome back because of my communication and I even had screenshots of my txt conversations back and forth with the salon where I was calm and polite and the salon was polite and helpful communicating back to me.

I contacted the salon to ask why I was no longer welcome as all is done was enquire why my hair piece humiliatingly changed colour and then paid full price to have them re colour it. I hardly think this is anything unacceptable or deserving of being asked not to return! Needless to say I never got any response! I have since moved to another TCP salon and the staff are much more helpful and I feel a lot more comfortable there.

Clearly this salon do not like anybody asking questions and even when they make mistakes they’re clearly unhappy at having them pointed out - not exactly a customer service focussed business! Considering they’re working with people who have suffered hair loss and may be self conscious, the fact they’d let a hair system go five shades lighter after a couple of weeks, charge full price to fix the mistake they made and then Barr the customer for asking questions and showing concern about that mistake should tell you everything you need to know about the way this salon operates.

The salon clearly have a problem that I went to TCP about their colouring mistake, but I didn’t complain about them to TCP, I merely contacted them directly because the salon itself seemed unconcerned with the fact my hair piece had gone a completely different colour to the rest of my head and offered no explanations or apologies. I contacted TCP simply because I was concerned it might happen again it could be because of the piece itself. ( not my real name )

Ryan S.

Highly recommend the salon, been going for 5 years and the standards are always the same and never drop! They are a lovely team, helpful and welcoming. Just to personally say that Anna is brilliant, always up for a laugh and always get a fantastic cut. Cannot wait to visit again!

Tricia B.

"Our company is based on the belief that our customers' needs are of the utmost importance"

I have never been treated so badly also the worst dealing with a salon in all my life! As a former hairdresser one of the first things you learn before picking up your scissors is customer service, I paid for a "consultation" I was told everything would be discussed there and then. When I visited the salon I was told a quotation wouldn’t be given also no appointment would be given as the owner was the one who ordered the hair & she was on holiday. Originally I spoke to (who I thought was Karen) and she did not mention the 3/4 weeks holiday when I said I needed them doing for the middle of August, also the salon failed to mention the hair would need to be paid for in advance… I called up to find out what was happening 3 weeks after my consultation I was told the Owner was still away from the salon and won’t be back for another week, therefore I was anxious that my own holiday was around the corner I asked for my money back where I was rudely told the salon did not issue refunds. After the telephone called I received a text off the Salon saying “the manger is currently on holiday which everyone is entitled to and wouldn't be expected to make calls to clients whilst on holiday.” & “You need to understand this is a busy time of year for holidays all around the world and there is only so much we can do, especially when we are busy in the salon.”

… All I asked for was my refund as they were unable to do my extensions in time for my own holiday, since that text I have written to Karen formally to explained what has happened and to issue my refund as they were unable to fit my extensions in time for my holiday in a few days.

This morning I have received an equally rude email thanking me for my “Lengthy” message… (my complaint) they are still adamant that I was told about payment up front for the hair which I 100% wasn’t – what happened to the customer is always right? “Why you thought the hair would be bought for you without payment is unreasonable, especially when you were told about the deposit for the hair.”

All in all this salon it run and ruined by unprofessional hairdressers and equally an owner if she thinks this is an acceptable way to talk and treat her customers “as a good will gesture” they have agreed to refund me on a "one off" but I have to go in to the salon, as I’d rather not go out of my way to visit the salon being in Liverpool…. I suggest they put it to good use and have their staff trained in customer service if they do not agree it is needed they can put it in the post.

Be cautious with this salon and handing over money

Paul O.

I had a system fitted by Karen and the results are amazing, the staff are all very welcoming and great to chat to. I’ve been to other salons to have systems fitted but this is by far the best, I would recommend to anyone. I will be sticking with West32 10/10 😃

light U.

I went to west 32 for the first time a few months ago and was made to feel very comfortable, Karen took her time explaining what was best for my hair type in great detail.
I went on a night out after having my hair done by karen and went out feeling like a million dollars , definitely going back lovely friendly staff and lovely salon . Thank you

Annette R.

Really missing the vibe from the salon. Always a great atmosphere, fab service and lovely team. Thanks for keeping in touch during this lock down. Really looking forward to seeing you all again, hopefully before I have to cut my fringe! 😀 Annette

Hair E. B. R. B.

Karen and her team have the clients best interests at heart , when creating your perfect style. Underpinned by many years of experience, expert training and the best hair systems.
Your in safe hands at west32 x