Installation experience

I seldom go out of my way to write a bad review but I am still upset till this day over the experience my sister and I had at Dolcelooks! The worst ! I felt like we weren’t taken serious ..

Some background: I purchased hair from the brand on the ‘pre-spring sale’ for my sister’s matric dance. The quality of the hair didn’t disappoint, it was bleached, pre-plunked and customised perfectly as requested ! Booked an installation appointment for her via the system and we were schedule for 10h15 - 11h45 (with ‘Nokwanda’) so we can make it to our makeup appointment in Midrand by 13h30 on her BIG DAY.

On the BIG DAY? *sigh. Arrived 30 minutes early (09h45) at the store for my sisters installation appointment. We were welcomed beautifully and warmly by the reception lady (Patricia) and shown where to be seated. We were assigned a stylist (forgot her name ) that had just finished doing a client and after being shown the style my sister desired she ‘disappeared’ to a signed ‘notice: staff only’ room. Waited a while and eventually asked Patricia (receptionist) where ‘our’ lady had gone to? She found out and got back to us that ‘our lady’ was further plucking the hair for the style my sister requested and apologised. 10h56 Patricia offered us something to drink and catered while we waited. The hair came back with a different stylist (also named Patricia but referred to as ‘Pat’). At this point we were already behind schedule but relieved that my sisters’ hair was about to get started … nothing! Pat had the wrong style prepped on my sisters wig and also disappeared to the signed ‘notice: staff only’ room. Lucky didn’t take long and returned to get started with the installation (time? 11h25). Reminder: booking had been scheduled for 10h15 - 11h45. (Two faces of the brand came and was attended to swiftly/ ‘given the trusted stylists’)

Needless to say that the appointment wasn’t going well. 13h30: The founder and one of the faces of the brand (Fezeka) had to step in to show Pat (stylist with only 8 month’s experience) how to curl the hair as desired and personally I didn’t expect Pat to get it off the bat (and quickly because we are pressed on time and she didn’t have much experience! ) so from looking at the back of my sisters hair the right side curls did not look like the ones on the left or that it was even done by the same person. (At this point I had rescheduled the appointment with the makeup artist TWICE).

Whew! 14h10 Pat was done and it was finally time to take pictures before we left. Nooo my diye … it gets worser and WORSER ! Fezeka noticed that the lace on my sisters’ hair had not been melted ‘right’ , Pat was called to ‘amend’. We left 10minutes later and rushed to further catchup with our appointment in Midrand.

My question: Where was NOKWANDA? The stem of my anger: We got no apology from any of the stylists nor a reason from management why our appointment went from a 10h15 - 11h45 to a 11h25 - 14h10. Or am I the DRAMA?

Moral of the story: Dolcelooks trusted stylists will not ‘Tatazela’ for you if you are not the face of the brand or a ‘well-known’ somebody !

Summary: Hair quality? 10/10 Customer service? 3/10 (the 3 is for the receptionist lady -Patricia that could’ve turned back the hands of time if it was in her power to ❤️ loved her!) Time management and efficiency? 0/10 if not a negative

Recommendations: For stylists to prioritise their assigned clients effectively and efficiently as scheduled!

Ps: I am on the fence on whether I’d go back for an installation. But definitely recommend purchases of the hair !