A huge shout out to Elizabeth; at the Riverlink Hairhouse store! She is incredibly professional; knowledgeable and went the extra mile for me answering all my questions regarding the right hair straightener for my hair type. Liz, thank you so much for all your help today; I will definitely visit your store again and I can't wait to use my gorgeous new Ghd!! Show details
Geelong Westfield Harihouse. RUDE! Walked in @ 4pm yesterday. 1.5 hours till they closed. NO one in there. Lady in the salon was rude, could tell she hated her job and didn't want to be there. I asked for a shampoo and dry off. (Takes a hairdresser around 25 mins. Told me she was booked out for the rest of the day) Regardless of true or not (which… Read more
I call nonsense) zero care factor. Customer service plus. Run don't walk PAST this store. I will be telling all my friends and family to shop elsewhere.
Reviews with attachments
Extremely disappointing, I purchased on 10/01/26 from the Church St, Brighton store the Mermaide digital hotrollers. I was there is a 2 year warantee and to keep the docket. To bring back if faulty, no problem with a refund, credit or exchange. Turns out what I purchase is faulty. Two rollers do not heat up at all regardless of the length of time.… Read more
Stone cold. The mermaid company claim a curly bounce, volume that lasts all day. That is absolutely false. Hardly a curl and no bounce that completely drops after 10 minutes. I am a qualified hairdresser and know what product to use and how to use equipment. Not only do two rollers do not heat and outcome is dreadful. I tried calling the Brighton store before gong in and was constanstly left on hold. I went into the store 16/01/26, explained the fault and wanted to return for a full refund as I do trust the mermaid product. The store was not in, the assitant spoke to her on the phone and I was bluntly refused by the Brighton store manager a return or any waranty. I was told it is my problem and to deal with it. In fact they tried to say I has changed my mind. I'm not one to complain, however, I tried to explain the product is faulty, two rollers do not heat up at all and there is hardly any curl, the tiny bounce drops after 10 minutes and thats using quality products I have purchased from the store. The out come is I'm left with a product that does not work and out of pocket $120. According the VIC Office of Fair Trading under the consumer law act the Brighton store and the company are in breech of Australian Consumer Law, the following sections: Section 18, misleading deceptive conduct Section 29 False misleading represenatation about goods or services Section 54 Guarantee acceaptable quality Section Guarantee to fitness Section 56 Guarantee relatig to description
Misleading Service and No Accountability at Hairhouse Rouse Hill On 9 March 2025, my wife visited Hairhouse Rouse Hill seeking permanent hair straightening. Staff member [Name Removed] recommended Nanoplasty, explicitly promising straightening results lasting 6–8 months. After the first wash, her hair completely reverted—no straightening effect… Read more
at all.
When we raised the issue, we were offered a second session with [Name Removed] and store manager [Name Removed]. However, when asked if it would deliver permanent straightening, they admitted it would only smooth the hair, directly contradicting their initial claim.
We refused the follow-up and requested a refund, which was denied. The company then falsely claimed both [Name Removed] and [Name Removed] conducted the original consultation, which is untrue as only [Name Removed] spoke to my wife.
I am posting the bill and photos of the hair after treatment here for transparency.
I share this to warn others to be on watch and cautious when dealing with this salon.
Great in Store Service – I went in store to buy a thermal styling protectant spray. I was shown a few products and was advised which would be the best choice for my hair type. I was extremely happy with the product I purchased and now know the difference between a mousse and spray. Thank you Hairhouse. Show details · 1
Fantastic colour FORBIDDEN GRAPE !! – FORBIDDEN GRAPE HAIR COLOUR !!! FANTASTIC, VIBRANT get compliments every day and I'm 69 ! Show details
Returns policy not adhered to – This store looks for loopholes to get out of following consumer laws around returns/refunds. The first item I had, it was a Curious Grace blowout brush ($119.95) It wouldn’t comb through my hair wet, or dry. They corrected me and said it was for wet hair only. We went back and forth a couple of times until I showed the box where it says “wet or… Read more
dry.”
They asked me what heat protectant I use. My same receipt for the hair tool also showed a heat protectant (Kerestase $62) and they said this was a shampoo. It wasn’t.
The tone of how I was treated, was continually trying to find fault and not sorry when wrong.
When I returned the blowout brush, it was as new and packaged perfectly. They wanted me to exchange it for a different product saying it was “change of mind” and didn’t qualify for a refund.
The different product looked cheaply made (Mermade brand) and I had been in the store so long trying for a refund, that I reluctantly accepted.
I said I would speak to customer care. Customer care said it was “change of mind” as the manager had already told them I purchased without any recommendation, that I didn’t qualify for a refund.
It felt dishonest because I was in the store for 10-15 minutes discussing the tool, and we had the boxes on the counter looking, because they had two different boxes for the same product. It was confusing, but I also asked if there were any other twin barrel/interchangeable blowout brushes. Along with purchasing the expensive heat protector. It was very clearly intended for my hair. To say I didn’t consult anyone at all was dishonest.
The new product they gave me was immediately faulty and making a strange noise. I took video and sent to customer care. They didn’t respond.
A week later, this was still unresolved. Customer Care didn’t care to respond and so I went in store again.
At this point, I had a video showing the fault from the day I got the exchange item and took another video that morning. In store it was too noisy to hear the problem. They didn’t believe my videos. At one point the salesperson even said there was no fault in the video.
This concerned me because it was dishonest.
They also told me they didn’t have the power to refund a faulty item. That head office could only do that. I reluctantly agreed for them to send the tool to head office.
Only to learn they sent it for a warranty claim to Mermade Hair instead. When I said that felt dishonest because of misleading me with head office instead of using the word “warranty” they just shifted blame by saying they are “Only the middle man.” And it wasn’t anything to do with them.
I contacted mermaid hair with what had happened, along with the videos showing the fault and I also told HairHouse I was considering making a complaint to The Office of Fair Trading.
Although they told me it would take several weeks for my refund if it was found faulty, (because the tool had to go to Perth) after dropping the tool in on the Thursday, they called and confirmed it was faulty and my refund was granted on the Monday morning.
Sadly my experience wasn’t isolated. They have a 2.2 star “Poor” rating on Trustpilot. I saw others with the same experience with returns and customer care being unhelpful.
Even though I got a refund in the end, it meant two extra trips into the store (not local to us) and a lot of stress with having to advocate persistently. I hope this company changes so others have a pleasant experience.
Latest follow-ups
I’ve never been made to feel so dodgy for returning a faulty product. What should’ve been a basic refund turned into an interrogation, complete with attitude and disbelief. The whole thing was so ridiculous I honestly thought it was a prank or a… Read more
TikTok skit. It wasn’t. If you like being treated like a scammer by a "Karen" for buying a broken product, this is your place. Otherwise, avoid Hairhouse Stkilda.
Follow-up · Got a refund from the bank, and reported them as fraudulent merchant. This is their playbook, never give a refund, then you dispute and then they give up. Must be going broke, hard up for every dollar.
Positive reviews
I recently purchased hair care products from Hairhouse Warehouse in Chadstone. The consultant who handled my enquiries was Helen. She was outstanding. Excellent communication skills, product knowledge and customer service skills. Her customer service was exemplary, and I will consult with her on a regular basis as her advice was fantastic. I… Read more
have long curly hair, and my daughter has long straight hair, and she was able to provide advice and direction on products for both. Five Stars and a huge shout out for Helen - Thank you for being awesome.
My daughter was booked in for a tongue piercing at the Elizabeth store. After having a look at her anatomy, it turns out that my daughter’s tongue wasn’t suited to the piercing. She instead chose to have a navel piercing done. The piercer (Courtney) was knowledgeable, upfront and most important of all- made my daughter feel comfortable. There… Read more
have been zero issues with after care, not even redness or localised swelling.
Very impressed and will be back in the future!
You're in good hands with Brad for piercings at Wollongong Central – Brad, the piercer at Wollongong Central store NSW, is worth his weight in gold (maybe more, as he isn't big enough to give this feedback the weight it requires). He was not only proactive and professional when i arrived a little too early for my booking, but also helped me understand the options, waivers, the process and made his recommendatinons… Read more · 1
accordingly. That was just the initial part - it only got better from there! He took care but also was very efficient in the 3 piercings i opted for, and was quick and effective with the advice, receipt of payment and signing up to loyalty program too. All in a day's work for him apparently but i feel like he needs to be recognised for his expertise and bedside - as he is a straight up great guy who's great at reading the room and making talk with clients too. I have since returned and purchased more earrings and he was also a great help. 5 stars and highly recommend!
Negative reviews
DO NOT SHOP HERE AND DO NOT WORK HERE!! the owner is verbally abusive to their staff members. The store cant seem to hole staff members for longer than a few months at a time. There is barley any products on the shelves in many brands and has been that way for months. Do not waste your time and shop online at other beauty stores. Show details
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I am the relative of a staff member who works there. All she and her friends do is steal things and wench about management and customers behind their backs. Freaking putrid people who I'm tired of their behavior, so are outing them.
Went into Highpoint to purchase hair care products. Took a while to get help because the sales assistant was busy with her phone. Politely asked for assistance and she was disinterested. Started to help and then her phone buzzed again so she decided that was more important. I ended up putting my products on the counter and walking out. I’m a long… Read more
time customer who is never rude or demanding. I get amazing service at the Williamstown store but each time I pop into the Highpoint store, I feel invisible and the customer service can be quite rude and short
Recent reviews
I was fortunate to be attended by Eva at Shellharbour Stockland/hair house she provided me excellent service and a perfect haircut, she impressed me with her professionalism and kindness, I’m looking forward to visit Hairhouse due to her outstanding service.
I went into the Water Gardens store on Tuesday the 25th November to have my Helix piercing changed, l was met by a very unenthusiastic young lady who spent the first 5mins critiquing my piercing that was done at Hairhouse warehouse Tullamarine over 12 months ago. I purchased the hoop $30 instore. I asked if it was going to be sterilised but was… Read more
told not needed as it was in a glass cabinet. Needless to say l no longer have a Helix piercing due to infection. Not only did l loose $30 but needed antibiotics (-;
I had a really disappointing experience at Hairhouse Brighton. I purchased the Make gift pack after it was recommended to me in-store by staff. Unfortunately, after just two weeks of use, everyone in my family was left with very dry, lifeless hair. When I reached out to customer service, I explained the issue and asked if I could exchange the… Read more
product (I was even happy to pay the difference for something better suited). Instead, I was told no exchange, refund, or even store credit would be offered. The final response stated that the store’s recommendation did not warrant any resolution, and there was no way to escalate further.
I understand stores have policies, but when a product is professionally recommended and clearly doesn’t work as described, I feel it’s reasonable to expect some support. Sadly, my experience left me feeling let down both by the product and the lack of customer care.
I got the Sexy Hair Heat protection and my hair was left greasy from the roots and didn't dry for hours. Made my hair feel like I haven't washed it in weeks and when you attempted to straighten it, it would make my hair smoke alot! At the shop I went to the employees made me feel presured to buy something I was unsure about purchasing. Would not recommend for anybody! Show details
Scary experience with Elyce who does the ear piercing at Hairhousewarehouse DFO Essendon She made the piercings asymmetrical when I went back to show her she said it was my fault She took no responsibility and was unprofessional and rude. she refused to fix the issue. In one sense it was a blessing as I was not subjected to her physical… Read more
aggression again Yes they are dirt cheap but totally not worth the trauma they cause. She refused to give me her managers name . Try to find another more professional salon that understands customer service and will perform the procedure professionally ,kindly and address any concerns you may have. This lady ( Elyce) should not be allowed to do piercings. She is performing a procedure that involves skin penetration. She leaves you feeling vulnerable,traumatised and hurt. They should let aggressive people do this sort of job with no accountability.
It’s important no one else suffers like I did
After being recommended a Halo hair straightener by the person In store, and how superior it was over other products, we made the purchase. Spending over $200 on this product. 2 months out of warrently the straightener sparks while in use, shorts out the house and is no longer usable. The customer service team have been horrible, saying bad luck,… Read more
it is out of warranty we are not going to help you, and to not contact them in regards to the product. We have taken this matter further after advice from the ACCC.
Dont buy from them. Over priced and claim to give you a free gift with purchase and then charge you $45 for it. No way to contact them to find out answers. Extremely unhappy customer Show details
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I was a gold member and loyal customer waiting for a long time for my points to provide a $10 voucher due to reaching the applicable points. Purchased 60 odd dollars worth of products today asked about my voucher and was told it had already been issued. I had not received it. She gave me the Customer Service number who told me they had sent it to… Read more
a Hotmail address which I did not have. She apologise for their error and resent it to gmail address but it was about to expire soon. I was told it was issued in Feb. I believe!! (Now April 22nd) She checked with supervisor and returned to say they refuse to extend the voucher time to give me time to shop again. I will not be buying from them again. No care or concern about rectifying their own error here that I can see to provide a decent solution to what was a loyal customer.
One major downside of the Colour Royale line is that they don’t offer a swatch kit for at-home color matching. Since I had recently changed my hair color at a salon, I had to make multiple trips to the store just to try and match the shade in person. This was frustrating because, had a swatch kit been available, I could have simply ordered online… Read more
instead of going back and forth.
After consulting with the store staff, I used the recommended shade for my roots—only to have it turn out a full shade darker than the rest of my hair. Given that permanent hair color is difficult (and often damaging) to remove, this was a disappointing result.
I think Colour Royale could improve by making their products more user-friendly. A purchasable swatch kit would be a great start.
That said, the staff at this store have always been pleasant and helpful in my experience. It’s possible that my hair’s porosity caused it to absorb more pigment than expected. Still, I wish they had advised me to start with a lighter shade, as it’s much easier to deepen a color than to lighten it. Live and learn!
Blonde diy saved from the team at fountain gate – The team at Fountain Gate literally SAVED MY HAIR - I went rouge and tried to do a touch up blonde money piece on my hairdresser quality hair with foils and it obviously went orange yellow. Panicked I went to hairbouse to help me match a toner to the rest of my hair and Chrissy k and her colleague with amazing tattoos helped calm me, sat me down… Read more · 1
and explained how to do the toner at home and even wrote down the instructions for me. I went home, followed them to a t and my hair looks amazing you’d think a hairdresser did it. So so grateful they helped me fix my mistake so close to Xmas. Honestly so so greatful I hope this review gets back to the team at fountain gate because amoungst the crazy Christmas shopping energy they were so lovely and helpful and I owe my (hair) life to them!! THANKYOU team fountain gate!!
Wonderful service in the Melbourne store – Jasec provided the most wonderful service today, and his product knowledge is phenomenal. What a lovely person who is only to happy to help with any queries. Thank you Jason Show details
New Hair Straightener – Went into Hairhouse store South Morang, looking for a new hair straightener after my hair straightener stopped working after 20 years. Had the most amazing experience with Jenna, she spent so much time with me to ensure I was purchasing the right straightener for my hair type. She tested different brands until we found the best one for my hair type. Thank you for this great experience. Show details · 1
I always know I’ll find what I’m looking for, with the help of experienced staff! – Hairhouse Ipswich is always my first choice to buy hair products because they not only have a great selection of the products advertised on the Hairhouse website, but the staff are all so friendly, knowledgeable and helpful. I never feel like they’re rushing to serve me so they can get back to serving other customers, or to get back to what they… Read more · 1
were doing before I walked into the store. I recently bought some hair extensions & the lady serving me took the time to show me all the different blondes to make sure I bought the right colour, tell me about the quality of them, and gave me tips on how to make sure they stayed in my hair.. She then helped me pick a shine spray, and there was a huge selection of them, which she demonstrated their quality & wide variety of different kinds of shine by using the testers. I always know I’ll find what I’m looking for at Hairhouse, as well as knowing the staff will always help me find the perfect products.
Terrible experience – Terrible experience. They recommended a colour and it turned my hair green and I contacted customer service and they just suggested I buy more products! They don't care about their customers, money is obviously a priority!
Excellent customer service – Excellent customer service and very professional and I would highly recommend to family and friends Mars the pierce was amazing and very knowledgeable Show details · 1
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Hello Dee, We appreciate your feedback. Our Customer… Read more