NPS Score
-100
Recommended: Unlikely
Aug '26 - Sep '26
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Recent reviews (1)
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Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Mar 2009
Repeated Bad Service
I am fully aware that I am not a qualified beautician or an experienced waxing professional. However, I have been having my face waxed for many years, and I do know what a normal waxing experience should feel and look like afterwards. Unfortunately, I have visited this establishment a few times over the past year or two, and I have repeatedly left disappointed with the standard of the waxing service. My most recent visit however, was by far my worst experience. I arrived at the branch at approximately 8:50 a.m. and both doors were locked. I understood that your opening time is 9:00 a.m., so I was quite happy to wait in my car until then. While I was returning to my car, one of the ladies opened the door. I asked her whether the branch was open and whether I could come inside or should wait until 9:00. She simply closed the door and did not return to speak to me. When I eventually entered at 9:00, I was told that she had apparently called me inside. This was not my experience. Had she actually asked me to come inside, I would obviously have done so. I did not want to argue about this, however, as I had an appointment and simply wanted to have my treatment done and leave. Pearl assisted me with my waxing, and I want to make it very clear that I have absolutely no complaint about Pearl's attitude or manner. She was exceptionally polite, kind, apologetic and understanding throughout the appointment. I genuinely appreciated how she treated me. Unfortunately, the actual waxing service was extremely disappointing. I left the salon with significant amounts of wax still on my face and in my hair. There were visible patches of wax around my mouth and cheeks, my skin was extremely sticky, and I experienced considerable burning and pain. My face was also visibly red and appeared bruised in certain areas. Given my complexion that being fairly dark, the redness was still particularly noticeable. The wax around my mouth was so excessive that my lips were sticking together, and there was clearly visible white residue around them. There were also clumps of wax left in my hair. I was particularly surprised that there was not even a headband available to properly keep my hair away from the waxing area. After my waxing at the Kloof branch, during my errands I realised I was outside the Gillitts branch, I did speak to the lady at reception and showed her my face. She was able to see the amount of wax remaining, the redness and the condition of my skin, and she agreed that I was clearly not in a good state after the treatment. I also had a function that evening, and unfortunately my face was too inflamed and painful to be able to comfortably apply makeup due to of the condition of my skin. What concerns me most is that this is not an isolated incident. On previous occasions, I have experienced wax being left on my skin, wax and waxing strips adhering to my face, irritation and bruising, and wax being left in my hair. I have previously chosen not to complain and simply did not return for a period of time. I feel there is a serious issue with the standard of waxing being provided. I appreciate that staff need training and experience, but customers should not be leaving a professional salon with significant amounts of wax on their faces, wax in their hair, excessive stickiness, visible irritation and pain. I am certain that this is not an isolated customer experience. Other customers may simply choose not to return, as I have done so in the past , rather than raise a complaint. I want to reiterate that Pearl herself was wonderful. She was professional in her manner, caring and apologetic, and I could see that she was trying her best. My concern is that she does not appear to have been provided with the appropriate tools, training or support to perform this particular service to an acceptable standard. I strongly suggest reviewing the waxing procedures, products and equipment being used, particularly in relation to preventing skin irritation, bruising and excessive wax residue. I am sharing this feedback because I genuinely believe there is a significant problem that needs to be addressed. I have given the branch several opportunities, including sending a 7-minute voice note with my concerns which has not been responded. My experience has left me extremely frustrated, disappointed and, quite frankly, embarrassed about the condition of my face.
1 reviews | Active since Mar 2009
Repeated Bad Service
I am fully aware that I am not a qualified beautician or an experienced waxing professional. However, I have been having my face waxed for many years, and I do know what a normal waxing experience should feel and look like afterwards. Unfortunately, I have visited this establishment a few times over the past year or two, and I have repeatedly left disappointed with the standard of the waxing service. My most recent visit however, was by far my worst experience. I arrived at the branch at approximately 8:50 a.m. and both doors were locked. I understood that your opening time is 9:00 a.m., so I was quite happy to wait in my car until then. While I was returning to my car, one of the ladies opened the door. I asked her whether the branch was open and whether I could come inside or should wait until 9:00. She simply closed the door and did not return to speak to me. When I eventually entered at 9:00, I was told that she had apparently called me inside. This was not my experience. Had she actually asked me to come inside, I would obviously have done so. I did not want to argue about this, however, as I had an appointment and simply wanted to have my treatment done and leave. Pearl assisted me with my waxing, and I want to make it very clear that I have absolutely no complaint about Pearl's attitude or manner. She was exceptionally polite, kind, apologetic and understanding throughout the appointment. I genuinely appreciated how she treated me. Unfortunately, the actual waxing service was extremely disappointing. I left the salon with significant amounts of wax still on my face and in my hair. There were visible patches of wax around my mouth and cheeks, my skin was extremely sticky, and I experienced considerable burning and pain. My face was also visibly red and appeared bruised in certain areas. Given my complexion that being fairly dark, the redness was still particularly noticeable. The wax around my mouth was so excessive that my lips were sticking together, and there was clearly visible white residue around them. There were also clumps of wax left in my hair. I was particularly surprised that there was not even a headband available to properly keep my hair away from the waxing area. After my waxing at the Kloof branch, during my errands I realised I was outside the Gillitts branch, I did speak to the lady at reception and showed her my face. She was able to see the amount of wax remaining, the redness and the condition of my skin, and she agreed that I was clearly not in a good state after the treatment. I also had a function that evening, and unfortunately my face was too inflamed and painful to be able to comfortably apply makeup due to of the condition of my skin. What concerns me most is that this is not an isolated incident. On previous occasions, I have experienced wax being left on my skin, wax and waxing strips adhering to my face, irritation and bruising, and wax being left in my hair. I have previously chosen not to complain and simply did not return for a period of time. I feel there is a serious issue with the standard of waxing being provided. I appreciate that staff need training and experience, but customers should not be leaving a professional salon with significant amounts of wax on their faces, wax in their hair, excessive stickiness, visible irritation and pain. I am certain that this is not an isolated customer experience. Other customers may simply choose not to return, as I have done so in the past , rather than raise a complaint. I want to reiterate that Pearl herself was wonderful. She was professional in her manner, caring and apologetic, and I could see that she was trying her best. My concern is that she does not appear to have been provided with the appropriate tools, training or support to perform this particular service to an acceptable standard. I strongly suggest reviewing the waxing procedures, products and equipment being used, particularly in relation to preventing skin irritation, bruising and excessive wax residue. I am sharing this feedback because I genuinely believe there is a significant problem that needs to be addressed. I have given the branch several opportunities, including sending a 7-minute voice note with my concerns which has not been responded. My experience has left me extremely frustrated, disappointed and, quite frankly, embarrassed about the condition of my face.