The Gentle Touch Co.
Claimed Business
|1|1 Reviews (last 12 months)|This business does not respond to reviews
The Gentle Touch Co.
Claimed Business
|1
1 Reviews (last 12 months)
Does not respond to reviews
Review Distribution
1|1 Reviews
Dec '25 - Sep '26
Recent reviews (1)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
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Gao M
1 reviews | Active since Apr 2019
15 Dec 2025, 07:56
The Gentle Touch Co.
lol. Where do I begin. NOTE: This is an update to a review I posted on Google reviews under the same company name. I chose to continue with it on HelloPeter because of the word limit restriction on g.reviews that would require me to upload the whole story over multiple reviews of a 1/5 rating. This would bring the company's overall g.reviews score down significantly, and I feel that that would be unfair. I assumed that this situation was going to be an easy solve that would've taken no more than 5min. However instead of de-escalating and being honest, the owner, Ms. Gentle, actually made it much worse. The situation was handled so poorly by her that it went from being a slightly serious situation to a comical one. I am actually more disappointed in her than I am in the person who did my hair (Fezi) and on a more serious note; I'm more disappointed in the fact that this is a business that is owned by someone in my demographic and as a conscious buyer, I always look to support such businesses. On the morning of 13.12.25 I called The Gentle Touch Co. hair salon in Montana to find out if the receptionist had spoken to Fezi about the events that had unfolded during our appointment to make sure that it doesn't happen again as I was planning on being a regular customer and had already gone there a few times before on a monthly basis. She informed me that she had spoken to her but was unable to get clarity on how the miscommunication might have happened. I explained to her that I did not want a refund and I was just deeply disturbed about the sketchy way that things had happened and I wanted to make sure that it doesn't happen again. I also asked if I could speak to Fezi over the phone if possible, to find out where her and I had missed the mark during our appointment and for us to be honest with one another. The receptionist offered to investigate further and call me back. I agreed. She called me back and told me that Fezi said that she had asked me when the last time was that I had de-tangled my hair, and I apparently responded to her by saying that I had de-tangled my hair about 2 weeks ago. I explained to the receptionist that that conversation never took place. She never asked me about it, I never told her that I had done it 2 weeks ago (because I hadn’t), she never told me that she was doing it and I never spoke to her about it at all. The conversation simply didn’t take place. She then told me that she had sought guidance from Ms. Gentle about the whole situation (as I’d also asked for it to be escalated if it couldn’t be resolved with Fezi) and that she would be calling me in about 15min. That's where my correspondence with the receptionist ended. Ms. Gentle called me about 15min later as promised. She told me that she had been informed about the situation and asked me what happened. I spent about 3-5min explaining to her what had happened and why I was following up. When I was done relaying everything to her she told me that she has video footage of everything that happens in the store at all times and access to every conversation that takes place in the store. She told me that after having reviewed the footage of my whole appointment with Fezi, she found that I had indeed had a brief word in passing with Fezi where she apparently asked me when the last time was that I had de-tangled my hair and I apparently responded by saying about 2 weeks ago. I was shocked. I told her that this is why I had requested to speak to Fezi earlier because I needed her to be honest. She very firmly and definitively told me that I cannot speak to Fezi. She made it sound as though Fezi had gone into witness protection. At this point, she was speaking extremely fast and trying to gloss over that very crucial detail (that would essentially prove that I was lying) and attempting to jump straight to apologizing for what was apparently Fezi's only mistake of not mentioning the price of the de-tangling service to me. In my shock of being accused of having had an exchange that I never had, I asked her to send me the audio of that exchange between Fezi and I. She explained to me that she couldn't do that as it would violate the privacy of the people who are in the footage (which was Fezi and I). I said OK. I then asked her to at least play the audio to me over the phone. She told me to wait while the video loaded on her end. I said OK. She then said that I should pay careful attention and try to listen closely as there was a lot of background noise/people talking. I said OK (even though I was a bit confused by this as, at the time, the only people who were on shop floor were Fezi and I. I was the only customer at that time, it was morning and the shop was relatively quiet – but I said OK nonetheless and eagerly waited to hear the audio). I held and waited on the phone for about 2min and she told me that she was rewinding the footage to the part in question. I said OK. She then asked me if she could call me back as the footage was taking a while to load. I said sure. She called me back about 15min later and told me that she believed that God was testing her because she had somehow lost/no longer had access to the audio. She said that her security footage is automatically deleted after every 24/48 hours. I was a bit taken aback by this but I kept quiet. I asked her when she had reviewed the footage and heard the exchange between Fezi and I. She said as soon as her receptionist called her about this matter, after I’d called the shop. I’d called the shop at 10:28am and at the time that I was speaking to Ms. Gentle on the phone, it hadn’t struck noon yet. So she had apparently viewed the footage with audio and subsequently lost the footage/audio in a space of approximately an hour. I probed her about this and asked if she, knowing that there was an issue being investigated with a customer, reviewed the footage, found the information that she needed and subsequently deleted it. She said she didn’t delete it but it got deleted automatically. Through all of this I’m looking at my phone and have her on speaker as I’m recording the conversation and realize that she had sent me an 11 second footage over WhatsApp with Fezi and I in it (so even though she previously had privacy concerns, she had sent me footage of Fezi without me having asked for it again or coercing her – subsequently violating Fezi’s privacy). In the 11 second clip, Fezi can be seen putting an apron on me and me pulling my hair. According to Ms. Gentle, this is the moment that I had an exchange with Fezi about the de-tangling and told her that I had de-tangled my hair 2 weeks ago. She then asked if I could jump on a video call with her so she could play the rest of the footage of the whole appointment to me and walk me through it to see if I recalled anything. I was confused, but I agreed. Then she clarified to me that the footage had no audio. So I asked her how that was going to help us because the object of this whole exercise was to prove that I was lying when I said that an exchange about a service that had erroneously/nefariously been added to my appointment never happened. She told me that she just wanted us to go through the footage together to see if I recalled anything. I told her that that was totally fine, I don't mind jumping on the video call with her to do that but asked again what an audio less piece of footage was going to prove because we’re trying to prove that I said something, so we need audio. I also explained to her that I didn’t really need help recalling the exchange through audio less footage, because I know the exchange never happened but since she said it did happen and she heard me, I needed her to play that audio/footage with audio for me so we could absolve Fezi. She started losing patience and repeating the same thing and mentioning things that have nothing to do with the question that I was asking her. I asked her why she was losing patience and she said she wasn't losing patience and maybe I didn't remember having that exchange with Fezi and she wanted us to go through the audio less footage to prove that the conversation happened. I asked if she needed help recovering the lost/deleted/*******ed audio from that video. She declined and told me that that would be an unprofessional interaction between a client and a service provider. I understood and said OK. Me asking her if she needed help, wasn’t really to offer that help but to call her bluff because I know the audio doesn’t exist. The conversation never happened. I asked her if accusing a client of having agreed to something they didn’t agree to was professional as she earlier mentioned unprofessionalism, and she said that she wasn’t really accusing me of anything. I reminded her that I didn’t want a refund by the way, I just needed Fezi to be honest so we could proceed with our client/service provider relationship without any hostility and not having the same situation happen again. I told her that I had also mentioned to her receptionist that I didn’t want a refund so she didn’t need to worry about that. As soon as I mentioned her receptionists name, she told me that the lady had “exited the situation” as if to imply that I shouldn’t reference her any further. This was bizarre. I presume she has also gone off into witness protection with Fezi. At this point, Ms. Gentle and I were going around in circles and it dawned on me that I was never going to hear the audio of the exchange between Fezi and I about de-tangling. She had mentioned God a few times during this conversation and how He was watching her and because of that she wanted to do the right thing. I was beginning to get exhausted with the back-and-forth that wasn't getting us anywhere and I wished her all the best with her business and asked her to thank Fezi for me. I also told her that only myself, Fezi and her (as she claimed to have heard the exchange between Fezi and I) know the truth and that this will now remain with her and God, as she had mentioned Him so many times. She apologized again and said she hopes we can reconcile. I explained to her that I was actually planning on coming back as a regular customer (as you can see from my original review on google) as I thought that this was a small oversight, but it seems as though this is something else and that I would no longer be coming back. She then told me that she would be working with her IT team to recover the audio and once she does, she would get back to me. I told her that I highly doubt that I'm ever going to hear from her again with that audio, but I will wait with bated breath. I also informed her that I will be updating this review and I invited her to respond to it. In conclusion; I sort of understand that Fezi was probably trying to make some extra income for the holidays, but this isn’t the way to do it. Maybe through tips and being honest. Who knows, maybe I would’ve tipped her R200, lol. Ms. Gentle’s handling of this very minor issue however was more disturbing to me than what Fezi did. So, as we wait...for the audio proof and Ms. Gentle's response.
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Gao M
1 reviews | Active since Apr 2019
15 Dec 2025, 07:56
The Gentle Touch Co.
lol. Where do I begin. NOTE: This is an update to a review I posted on Google reviews under the same company name. I chose to continue with it on HelloPeter because of the word limit restriction on g.reviews that would require me to upload the whole story over multiple reviews of a 1/5 rating. This would bring the company's overall g.reviews score down significantly, and I feel that that would be unfair. I assumed that this situation was going to be an easy solve that would've taken no more than 5min. However instead of de-escalating and being honest, the owner, Ms. Gentle, actually made it much worse. The situation was handled so poorly by her that it went from being a slightly serious situation to a comical one. I am actually more disappointed in her than I am in the person who did my hair (Fezi) and on a more serious note; I'm more disappointed in the fact that this is a business that is owned by someone in my demographic and as a conscious buyer, I always look to support such businesses. On the morning of 13.12.25 I called The Gentle Touch Co. hair salon in Montana to find out if the receptionist had spoken to Fezi about the events that had unfolded during our appointment to make sure that it doesn't happen again as I was planning on being a regular customer and had already gone there a few times before on a monthly basis. She informed me that she had spoken to her but was unable to get clarity on how the miscommunication might have happened. I explained to her that I did not want a refund and I was just deeply disturbed about the sketchy way that things had happened and I wanted to make sure that it doesn't happen again. I also asked if I could speak to Fezi over the phone if possible, to find out where her and I had missed the mark during our appointment and for us to be honest with one another. The receptionist offered to investigate further and call me back. I agreed. She called me back and told me that Fezi said that she had asked me when the last time was that I had de-tangled my hair, and I apparently responded to her by saying that I had de-tangled my hair about 2 weeks ago. I explained to the receptionist that that conversation never took place. She never asked me about it, I never told her that I had done it 2 weeks ago (because I hadn’t), she never told me that she was doing it and I never spoke to her about it at all. The conversation simply didn’t take place. She then told me that she had sought guidance from Ms. Gentle about the whole situation (as I’d also asked for it to be escalated if it couldn’t be resolved with Fezi) and that she would be calling me in about 15min. That's where my correspondence with the receptionist ended. Ms. Gentle called me about 15min later as promised. She told me that she had been informed about the situation and asked me what happened. I spent about 3-5min explaining to her what had happened and why I was following up. When I was done relaying everything to her she told me that she has video footage of everything that happens in the store at all times and access to every conversation that takes place in the store. She told me that after having reviewed the footage of my whole appointment with Fezi, she found that I had indeed had a brief word in passing with Fezi where she apparently asked me when the last time was that I had de-tangled my hair and I apparently responded by saying about 2 weeks ago. I was shocked. I told her that this is why I had requested to speak to Fezi earlier because I needed her to be honest. She very firmly and definitively told me that I cannot speak to Fezi. She made it sound as though Fezi had gone into witness protection. At this point, she was speaking extremely fast and trying to gloss over that very crucial detail (that would essentially prove that I was lying) and attempting to jump straight to apologizing for what was apparently Fezi's only mistake of not mentioning the price of the de-tangling service to me. In my shock of being accused of having had an exchange that I never had, I asked her to send me the audio of that exchange between Fezi and I. She explained to me that she couldn't do that as it would violate the privacy of the people who are in the footage (which was Fezi and I). I said OK. I then asked her to at least play the audio to me over the phone. She told me to wait while the video loaded on her end. I said OK. She then said that I should pay careful attention and try to listen closely as there was a lot of background noise/people talking. I said OK (even though I was a bit confused by this as, at the time, the only people who were on shop floor were Fezi and I. I was the only customer at that time, it was morning and the shop was relatively quiet – but I said OK nonetheless and eagerly waited to hear the audio). I held and waited on the phone for about 2min and she told me that she was rewinding the footage to the part in question. I said OK. She then asked me if she could call me back as the footage was taking a while to load. I said sure. She called me back about 15min later and told me that she believed that God was testing her because she had somehow lost/no longer had access to the audio. She said that her security footage is automatically deleted after every 24/48 hours. I was a bit taken aback by this but I kept quiet. I asked her when she had reviewed the footage and heard the exchange between Fezi and I. She said as soon as her receptionist called her about this matter, after I’d called the shop. I’d called the shop at 10:28am and at the time that I was speaking to Ms. Gentle on the phone, it hadn’t struck noon yet. So she had apparently viewed the footage with audio and subsequently lost the footage/audio in a space of approximately an hour. I probed her about this and asked if she, knowing that there was an issue being investigated with a customer, reviewed the footage, found the information that she needed and subsequently deleted it. She said she didn’t delete it but it got deleted automatically. Through all of this I’m looking at my phone and have her on speaker as I’m recording the conversation and realize that she had sent me an 11 second footage over WhatsApp with Fezi and I in it (so even though she previously had privacy concerns, she had sent me footage of Fezi without me having asked for it again or coercing her – subsequently violating Fezi’s privacy). In the 11 second clip, Fezi can be seen putting an apron on me and me pulling my hair. According to Ms. Gentle, this is the moment that I had an exchange with Fezi about the de-tangling and told her that I had de-tangled my hair 2 weeks ago. She then asked if I could jump on a video call with her so she could play the rest of the footage of the whole appointment to me and walk me through it to see if I recalled anything. I was confused, but I agreed. Then she clarified to me that the footage had no audio. So I asked her how that was going to help us because the object of this whole exercise was to prove that I was lying when I said that an exchange about a service that had erroneously/nefariously been added to my appointment never happened. She told me that she just wanted us to go through the footage together to see if I recalled anything. I told her that that was totally fine, I don't mind jumping on the video call with her to do that but asked again what an audio less piece of footage was going to prove because we’re trying to prove that I said something, so we need audio. I also explained to her that I didn’t really need help recalling the exchange through audio less footage, because I know the exchange never happened but since she said it did happen and she heard me, I needed her to play that audio/footage with audio for me so we could absolve Fezi. She started losing patience and repeating the same thing and mentioning things that have nothing to do with the question that I was asking her. I asked her why she was losing patience and she said she wasn't losing patience and maybe I didn't remember having that exchange with Fezi and she wanted us to go through the audio less footage to prove that the conversation happened. I asked if she needed help recovering the lost/deleted/*******ed audio from that video. She declined and told me that that would be an unprofessional interaction between a client and a service provider. I understood and said OK. Me asking her if she needed help, wasn’t really to offer that help but to call her bluff because I know the audio doesn’t exist. The conversation never happened. I asked her if accusing a client of having agreed to something they didn’t agree to was professional as she earlier mentioned unprofessionalism, and she said that she wasn’t really accusing me of anything. I reminded her that I didn’t want a refund by the way, I just needed Fezi to be honest so we could proceed with our client/service provider relationship without any hostility and not having the same situation happen again. I told her that I had also mentioned to her receptionist that I didn’t want a refund so she didn’t need to worry about that. As soon as I mentioned her receptionists name, she told me that the lady had “exited the situation” as if to imply that I shouldn’t reference her any further. This was bizarre. I presume she has also gone off into witness protection with Fezi. At this point, Ms. Gentle and I were going around in circles and it dawned on me that I was never going to hear the audio of the exchange between Fezi and I about de-tangling. She had mentioned God a few times during this conversation and how He was watching her and because of that she wanted to do the right thing. I was beginning to get exhausted with the back-and-forth that wasn't getting us anywhere and I wished her all the best with her business and asked her to thank Fezi for me. I also told her that only myself, Fezi and her (as she claimed to have heard the exchange between Fezi and I) know the truth and that this will now remain with her and God, as she had mentioned Him so many times. She apologized again and said she hopes we can reconcile. I explained to her that I was actually planning on coming back as a regular customer (as you can see from my original review on google) as I thought that this was a small oversight, but it seems as though this is something else and that I would no longer be coming back. She then told me that she would be working with her IT team to recover the audio and once she does, she would get back to me. I told her that I highly doubt that I'm ever going to hear from her again with that audio, but I will wait with bated breath. I also informed her that I will be updating this review and I invited her to respond to it. In conclusion; I sort of understand that Fezi was probably trying to make some extra income for the holidays, but this isn’t the way to do it. Maybe through tips and being honest. Who knows, maybe I would’ve tipped her R200, lol. Ms. Gentle’s handling of this very minor issue however was more disturbing to me than what Fezi did. So, as we wait...for the audio proof and Ms. Gentle's response.
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