Response from Edward James London - Richmond
Dear Sophie,
Thank you for taking the time to share your experience. We're truly sorry to hear that your recent visit did not meet your expectations. While we're pleased to know your stylist approached your appointment with care and understanding, it's clear that the overall service fell short, and for that, we sincerely apologise.
We understand how important it is for colour results and styling to reflect exactly what you envisioned, and we're sorry that this wasn’t your experience. We do follow industry-standard processing times for colour development, which typically begins at 35 minutes and may be extended up to 45 minutes depending on the hair type and desired result. That said, we regret that the outcome was not what you had hoped for.
We're also very sorry to hear about the discomfort you experienced after the service. Your well-being is extremely important to us, and we take your feedback seriously. While we did offer a follow-up correction appointment to address your concerns, we completely respect your decision and hope to regain your trust in the future.
Thank you again for your feedback—it helps us improve and ensure we provide the best possible experience for all our guests.
Warm regards,
Edward James London - Richmond