Peter Mark Experience
Posted: November 1, 2009 at 9:35 pm | Tags: Peter Mark, Peter Mark Dublin, Peter Mark ReviewFor me personally finding a good hairdresser has never been an easy task. To me my hair is a huge part of my appearance and I take huge pride in it.
During the summer, I went from my natural shiny brunette barnett to a golden blonde highlighted look. I <3 ‘d it. However, being so dark meant major roots every few weeks.
Blondey Lee
After maintaining the look for a couple of months I realised I missed my soft, shiny natural colour and made the decision to go au natural again. I decided to wait till after my holidays to do this so that the colour didn’t fade in the sun. First Saturday back I booked in…
After changing my appointment time at the request of the receptionist when I called so that my hairdresser could do my cut & colour, I was fairly annoyed when I was handed over to someone else, how and ever, I said nothing. It was mentioned in passing that I was going to need a “pre-colour”, at no point was a cost discussed. However, I was pretty happy with the end results; and apart from the die leaving stains around my hairline.
Lovely chocolate brown colour, “check”, super shine “check”, ends trimmed, “check”. I went to pay and instead of costing the price quoted when I made my appointment, approx €70, the bill was €98. I was shocked at the jump but didn’t cause a fuss and paid it.
That night I went to my friend’s hens so here is the photo evidence, please excuse the bunny ears & dickie bow, 
LOL
Glossy Shiny Brown
The colour and shine lasted from 7 to 10 days. I was devastated. My glossy, shiny hair was gone and I was left with a dry, coarse head of straw! Ok slight exaggeration! I rang the hairdressers and spoke with the hairdresser; I even drove to the salon on my lunch break to show her. She told me it hadn’t faded at all and suggested I buy a Kerastase treatment, so I spent another €30 on that.
That night I washed my hair, put the treatment in, slept with it in & washed it out in the morning. My hair felt slightly softer but no major improvement. I immediately regretted the purchase and wished I’d gone for my usual Aveda Damage Remedy.
I was getting more & more upset at the colour & condition of my hair but I didn’t know what to do, I’d already showed my hairdresser, what else was there.
Hair getting lighter
Then the time came for a hair cut. I was secretly hoping the hairdresser would see the lack of colour in my hair & the auburnie colour I am left with and offer to fix it….. However, I was not expecting the comments that came! She was actually shocked herself at the colour, I could tell & when I pushed her a bit about it, looking for her help… She told me I should use a home die!!!!!!! Well, if I’d done that in the first place, I would be at least €120 better off! The cheek, I couldn’t understand it. I wonder are Peter Marks aware of their staff actually recommending this to clients.
So now, on to the cut. Following a chat with some of the girlies on Twitter, I decided to go back to a graduated bob, similar to Alexandra Bourke’s look on her X Factor performance a few weeks ago. This would have also been to have a lot of the split ends and dryness cut out. The result: I currently have a pretty standard bob with absolutely no shape. It’s so hard to control & style that I am currently trying to decide where to go to have both my colour & cut fixed.
Current Hair - No Flash
Current Hair - With Flash
I was away for 5 days after the cut so as soon as I landed back in the country; I nipped into the hairdressers to speak to them. My hairdresser was off sick so I decided to just leave.
After the Bank Holiday wkend last week, I was more & more distraught. I didn’t know what to do so last Tuesday morning, first thing; I picked up the phone and rang the Peter Marks Head Office. I spoke to the receptionist about my experience and she told me someone from customer service would be in touch, I had made it particularly clear I didn’t want to speak to anyone in my branch of the salon. I waited until after 4pm and I called back after not hearing anything. A few minutes later, a lady from my branch called, she was very defensive about my complaints and told me that it was too long after the colour was put in my hair to do anything. When I explained I had called in very soon after the colour was done, she dismissed it. She offered for me to go into the salon to see her for a chat and I refused point blank, I have no intention of ever stepping foot in that salon again. She even had the odessity to ask me what shampoo I use (Herbal Essence & Pantene btw) and blame that!!! She lacked any customer service and just infuriated an already angry customer.
The same lady rang back after a few minutes; she then told me that I had my colour done before my holiday and it was MY fault the colour had faded from the sun. I had to laugh, since when did she know my diary!!!! The absolute cheek of her. I was in shock. She offered me a cut in the Dundrum branch to fix the cut. I refused. I would never ever enter a Peter Mark’s salon. Not even for a blow dry because as far as I’m concerned, they’d probably mess that up too.
At the end of the conversation she told me that she would talk to Head Office again. My blood was boiling, I had no intention of waiting for Head Office to call me, I was calling them. Well, I tried, the lady was conveniently unavailable. I left a message.
The next morning my phone was having some issues and I did miss a call from this lady. I rang back on Wednesday afternoon and left a message and at this point on Sunday evening, I am still waiting for my call to be returned…. I have a feeling it might be a long wait……….
Has anyone else had a similar experience with Peter Marks? Can anyone recommend a good hairdressers in South Dublin? I am considering returning to Fusion in Dun Laoghaire. Watch this space!!!
Mwah
The Discussion
see what everyone is saying
At the very least I would expect to be refunded for what was obviously a botch job. They also need to understand that you’re the customer, and you shouldn’t feel bullied into letting them “have another go”. What’s to say it wouldn’t happen again?
Really feel for you, hairdressers need to realise that hair can be almost 50% of someones confidence, to have that messed with can have a huge knock on effect. I hope you get the outcome you deserve and a full apology xxx
Never been a fan of them, since i moved to Dublin I had to find a new hairdresser and it’s hard to find one you’re happy with. I found essentuals on South William street, they are branch of Tony n Guy and I love them. Always great with the advice and help, and offer lots of promotions with discounts. They are kinda pricey, but it’s worth it when it comes to the hair as if you get it cut, you’re left with that haircut for a while.
Copy of the email sent to: hairsay@petermark.ie - Sunday 1st Nov @ 22.08
Following on from numerious attempted phone calls last week and still waiting for __________ ________ ( I believe that’s the right name), to return my call of Wednesday 28th after receiving a voice message from her that morning.
Please see the following: http://www.mwah.ie/2009/11/peter-marks-experience/
If you are interested in contacting me, my number is __________.
Kind regards,
Lee
That’s a dreadful job; it shouldn’t have lifted that quickly.
I have to be honest and say that after a very bad haircut in a PM salon when I was about 18 I avoided them like the plague. Now you’d have to pay me to have my hair cut there. They have tried to train their hairdressers in customer service and having proper consultations with clients before they start cutting or colouring but I guess it hasn’t gotten through to all salons which is a shame.
I wouldn’t let this rest Lee, you have spent a lot of money with Peter Marks, not just this time but all of the previous times you have been there to have your hair done with them.
Good luck with it
I would definitely chase the manager Lee, and possibly tell them you want it fixed in a different salon. The one in Stephen’s Green is supposed to be the best one. Aside from that…I wouldn’t go inside the door of Peter Mark or Toni & Guy. I go to House of Colour and find them really excellent, they’re not on the Southside however.
What an appaling display of customer care for such a large Irish company!
I don’t understand how head office think that by ignoring the situation it’ll go away.
I’m going to show some solidarity here Lee and avoid peter marks until they refund you(as if you’d want anything other than this)
oh by the way if pm is reading this I have always been a very regular customer, in fact up until a month or so ago when I was left with a sloppy cut and scarecrow hair from a blowdry(which I was told was thanks to my hair condition and not the fact that the senior stylist didn’t lift the brush from my head) I used to go once a week!
Sort it out your lack of customer service Peter Mark beforeyou lose all your loyal customers!
[...] Peter Mark Experience [...]
i’m still using fusion… robbie for colour and aideen for colour, was my first time with her last i was there and she was great!:) x
I have only ever had bad experiences in Peter Mark. They once cut my hair 6 inches shorter than I had asked. They ruined my hair years ago the day of my debs and they ran out of chances with me. They don’t listen to customers they just do what they think looks good whether you agree or not. I havent been back in years and I’m much better off.
I have never EVER gone to Peter marks, I remember my mother telling me years ago that they dont do a great job, they have tons of staff that are only training ect, (and this from a woman who goes to get her hair done once a week and who during the 70ies got a bit of her ear burned off from a hairdressers…i kid you not)
I always use a local or small hairdressers its in their best interest that you come back so if you have a problem they have to fix it for you, and they tend to be a lot better value than PM and the like i love the girl who does my hair as she just does it and doesnt chat to me the whole time (no i am not going out tonigt grrrr) but is very friendly
you have just clearned up that Peter Mark are rubbish, although a friend did go to a hair salon in town where she got awful treatment, the hairdresser asked who cut her hair before the state of it ect and she has lovely hair, and then made her stand cause she said she was too short