Based on recent customer reviews, Carlton Hair receives sharply divided feedback across its salon locations. Customers consistently praise individual stylists who demonstrate attention to detail, gentleness, and genuine passion for their craft, with positive experiences highlighting unrushed, professional service. However, a recurring theme is dissatisfaction with colour treatments, particularly blonde and highlight services that resulted in unintended tones. Clients also raise concerns about rushed appointments, perceived overbooking, unprofessional conduct from certain staff, and poor after-sales service including voucher disputes and unresponsive management follow-up.
TrustIndex
3
Â
NPS Score
-34
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Carlton Hair
What do customers say about Carlton Hair?
Based on recent customer reviews, Carlton Hair receives sharply divided feedback across its salon locations. Customers consistently praise individual stylists who demonstrate attention to detail, gentleness, and genuine passion for their craft, with positive experiences highlighting unrushed, professional service. However, a recurring theme is dissatisfaction with colour treatments, particularly blonde and highlight services that resulted in unintended tones. Clients also raise concerns about rushed appointments, perceived overbooking, unprofessional conduct from certain staff, and poor after-sales service including voucher disputes and unresponsive management follow-up.
Is Carlton Hair trustworthy?
Carlton Hair has a TrustIndex of 3 out of 10 on Hellopeter, based on 10 reviews in the last 12 months. Hellopeter has tracked Carlton Hair across 135 total reviews. How is the TrustIndex calculated? →
Recent reviews (10)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Very disappointing experience at Carlton Hair Waterstone Village Somerset West
Visited the salon this past Saturday, during my consultation discussing the colour to be done on my hair, the stylist and I seem to have had a misunderstanding about the colour I wanted and what she wanted to do on my hair. We eventually agreed upon the colour to be done a dark ash blonde with highlights (staying away from warm tones). I noticed when I got home and the last couple of days that the colour isn't true to what I asked for. My hair is now brown and the highlights are yellow. I doubted the colour in the salon already but was not wearing my glasses so hesitant to say anything in the moment but now my suspicion have been confirmed. Especially as I'm using Carlton products on my hair that's supposed to prevent brassy tones. Seeing as I paid a premium price this is a very disappointing experience and especially so as the hairdresser at the branch in Waterstone Village named Mignon who did my hair is suppose to be a colour expert. I am very disappointed 😞
1 reviews | Active since Oct 2026
Very disappointing experience at Carlton Hair Waterstone Village Somerset West
Visited the salon this past Saturday, during my consultation discussing the colour to be done on my hair, the stylist and I seem to have had a misunderstanding about the colour I wanted and what she wanted to do on my hair. We eventually agreed upon the colour to be done a dark ash blonde with highlights (staying away from warm tones). I noticed when I got home and the last couple of days that the colour isn't true to what I asked for. My hair is now brown and the highlights are yellow. I doubted the colour in the salon already but was not wearing my glasses so hesitant to say anything in the moment but now my suspicion have been confirmed. Especially as I'm using Carlton products on my hair that's supposed to prevent brassy tones. Seeing as I paid a premium price this is a very disappointing experience and especially so as the hairdresser at the branch in Waterstone Village named Mignon who did my hair is suppose to be a colour expert. I am very disappointed 😞
1 reviews | Active since Mar 2017
Lack of communication
Extremely disappointed with the communication and customer service I experienced today. I made my appointment through the WhatsApp booking portal, as I have done previously. When I arrived at 10:00, I was informed that my stylist was unavailable due to a family emergency. This is completely understandable, and my frustration is in no way directed at the stylist. My issue is the lack of communication and how the situation was handled. I was told reception had called me 58 minutes earlier, checking my call log, I found one missed call from an unknown number, with no follow-up call and no WhatsApp message, despite my booking having been made through that very platform. A single missed call from an unknown number is not sufficient communication when a client has an appointment booked. What frustrated me further was the way this was presented, as though one unsuccessful call meant the salon had done its part and the inconvenience was now mine to deal with. I was left arriving for an appointment I expected to go ahead, with no proper notice to make alternative arrangements. Now I am stuck needing my hair done by a stylist I have previously had an unsatisfactory experience with. Emergencies happen, and I have every understanding of that. However, a simple WhatsApp message could have prevented this entire situation. I expected better communication, consideration for my time, and accountability. Unfortunately, today's experience has left me highly dissatisfied.
1 reviews | Active since Mar 2017
Lack of communication
Extremely disappointed with the communication and customer service I experienced today. I made my appointment through the WhatsApp booking portal, as I have done previously. When I arrived at 10:00, I was informed that my stylist was unavailable due to a family emergency. This is completely understandable, and my frustration is in no way directed at the stylist. My issue is the lack of communication and how the situation was handled. I was told reception had called me 58 minutes earlier, checking my call log, I found one missed call from an unknown number, with no follow-up call and no WhatsApp message, despite my booking having been made through that very platform. A single missed call from an unknown number is not sufficient communication when a client has an appointment booked. What frustrated me further was the way this was presented, as though one unsuccessful call meant the salon had done its part and the inconvenience was now mine to deal with. I was left arriving for an appointment I expected to go ahead, with no proper notice to make alternative arrangements. Now I am stuck needing my hair done by a stylist I have previously had an unsatisfactory experience with. Emergencies happen, and I have every understanding of that. However, a simple WhatsApp message could have prevented this entire situation. I expected better communication, consideration for my time, and accountability. Unfortunately, today's experience has left me highly dissatisfied.
1 reviews | Active since Oct 2019
Unprofessional service
I'm very disappointed with my experiences at both Carlton Hair Lone Hill and Melrose. At Lone Hill, I previously experienced behaviour from the individual washing my hair that made me feel ***ually uncomfortable and harassed and did not want to return as a result- despite being grateful for the wonderful lady who always did my hair the way I wanted. My experience at Melrose was unfortunately just as disappointing. My fringe was then cut far shorter than requested and into the side sections, removing my face-framing layers and cutting seeply into the sides. When I raised this, the stylist argued about what I had asked for rather than simply acknowledging the mistake. Two staff members drying my hair independently acknowledged that the cut had gone wrong. I acknowledge that I was charged 50% of the normal amount due to the poor service, but this does not undo the fact that my instructions were not followed and my hair was altered in a way I specifically asked them not to do. This does not compensate how long it will take before I have my face framing layers back or how I feel to walk around with a fringe cut to a length above my eyebrows. I left feeling that my instructions, boundaries and choices are not respected at Carlton Hair. I will not be returning and cannot recommend the salon.
1 reviews | Active since Oct 2019
Unprofessional service
I'm very disappointed with my experiences at both Carlton Hair Lone Hill and Melrose. At Lone Hill, I previously experienced behaviour from the individual washing my hair that made me feel ***ually uncomfortable and harassed and did not want to return as a result- despite being grateful for the wonderful lady who always did my hair the way I wanted. My experience at Melrose was unfortunately just as disappointing. My fringe was then cut far shorter than requested and into the side sections, removing my face-framing layers and cutting seeply into the sides. When I raised this, the stylist argued about what I had asked for rather than simply acknowledging the mistake. Two staff members drying my hair independently acknowledged that the cut had gone wrong. I acknowledge that I was charged 50% of the normal amount due to the poor service, but this does not undo the fact that my instructions were not followed and my hair was altered in a way I specifically asked them not to do. This does not compensate how long it will take before I have my face framing layers back or how I feel to walk around with a fringe cut to a length above my eyebrows. I left feeling that my instructions, boundaries and choices are not respected at Carlton Hair. I will not be returning and cannot recommend the salon.
1 reviews | Active since Jun 2026
Unprofessional Service at Carlton Hair V&A Waterfront
Absolutely abysmal experience from start to finish at the V&A. I recently visited your new store and, unfortunately, my experience was extremely disappointing. I was given someone who appeared to be an intern, who did not seem confident in washing or brushing my hair. During the wash, water was repeatedly poured over my face, which made the experience very uncomfortable. The stylist, Tiana, then asked me, word for word, "Do you not brush your hair?", and continued to repeat this several times throughout the service. I found this extremely rude, unnecessary, and embarrassing. Instead of making me feel comfortable, she was harsh with my hair, pulling it, brushing roughly, and making insulting comments about my hair during the appointment. What made the experience worse was that she spoke to people passing by about me, rather than treating me with basic respect and professionalism. She did not offer me anything to drink and barely spoke to me, except to make comments that felt insulting. I came in with two friends who I sat next to, who both got offered drinks and had a better overall experience, but I left with a sore head from her roughness. I also specifically asked her not to brush my curls out, but she dismissed what I asked and brushed them out anyway. Overall, the service was rude, uncomfortable, and unprofessional. For a new store, this was a very disappointing first impression and not the standard I expected at all.
1 reviews | Active since Jun 2026
Unprofessional Service at Carlton Hair V&A Waterfront
Absolutely abysmal experience from start to finish at the V&A. I recently visited your new store and, unfortunately, my experience was extremely disappointing. I was given someone who appeared to be an intern, who did not seem confident in washing or brushing my hair. During the wash, water was repeatedly poured over my face, which made the experience very uncomfortable. The stylist, Tiana, then asked me, word for word, "Do you not brush your hair?", and continued to repeat this several times throughout the service. I found this extremely rude, unnecessary, and embarrassing. Instead of making me feel comfortable, she was harsh with my hair, pulling it, brushing roughly, and making insulting comments about my hair during the appointment. What made the experience worse was that she spoke to people passing by about me, rather than treating me with basic respect and professionalism. She did not offer me anything to drink and barely spoke to me, except to make comments that felt insulting. I came in with two friends who I sat next to, who both got offered drinks and had a better overall experience, but I left with a sore head from her roughness. I also specifically asked her not to brush my curls out, but she dismissed what I asked and brushed them out anyway. Overall, the service was rude, uncomfortable, and unprofessional. For a new store, this was a very disappointing first impression and not the standard I expected at all.
1 reviews | Active since Dec 2019
Yellow hair
I went to Antonio at Melrose Arch, I ended up with yellow hair. I asked for platinum blonde highlights
1 reviews | Active since Dec 2019
Yellow hair
I went to Antonio at Melrose Arch, I ended up with yellow hair. I asked for platinum blonde highlights
1 reviews | Active since Apr 2026
For some reason, eve...
For some reason, everything was fine before, but during my last few visits, the staff seemed to be rushing off somewhere, which left me feeling like the service wasn't up to par.
1 reviews | Active since Apr 2026
For some reason, eve...
For some reason, everything was fine before, but during my last few visits, the staff seemed to be rushing off somewhere, which left me feeling like the service wasn't up to par.