Terrible service from Sorbet Mall of Africa-Hairbar

Dear Sorbet Customer Service Team,

I want express my extreme disappointment and frustration with the subpar service I received at the Sorbet Mall of Africa hair bar. As a loyal client of Sorbet for many years, I have consistently visited the Centurion, Southdowns, and Irene branches monthly, where I have always received exceptional treatment.

However, my recent experience at the Mall of Africa branch was a stark contrast. I booked an MK treatment on 5 February 2025 which was completed in just over an hour. Having undergone this treatment twice before, I knew it typically takes around 3 hours on my long and thick hair to complete. Unfortunately, the treatment did not take, and despite giving it time (just under 2 weeks) to settle, I saw no improvement.

When I queried the issue I was met with evasive responses and a lack of resolution. After several confusing calls and WhatsApp messages, I was offered a redo, however. I was denied the option to redo the treatment at another Sorbet branch where I have trust in the staff.

Eventually, I agreed to have the treatment redone at the Mall of Africa branch, and I confirmed my availability on Friday last week. Despite reading my messages, I have received no response. I have loaded three complaints on the Sorbet website and have requested to speak with the franchise owner, but my efforts have been met with no resolution

As a loyal client, I am appalled by the lack of service and respect I have received. The MK treatment is a significant investment, and I expect a higher standard of service from a reputable brand like Sorbet.

I hope that you will take my complaint seriously and take immediate action to address the issues.