How to Respond to a Poor Communication Review (Salon)

A client booked a keratin treatment, heard nothing back, and arrived to find out she'd booked the wrong appointment length. If you need to know how to respond to a 1 star review about poor communication at a salon, the reply itself has to be a model of the thing she says you lack.

The review

"Booked a keratin treatment online and never got a confirmation. Called twice to ask how to prep my hair and no one picked up or called back. Showed up and was told I'd booked the wrong appointment length and had to rebook. Nobody here replies." — 1 star

Copy-paste template

Two unanswered calls and a wasted trip over a question we could have answered in a minute is on us, [Name]. Your booking should have sent a confirmation, and a client asking how to prepare for a treatment deserves a callback the same day. I'd like to walk you through the prep myself and book your keratin treatment for the right amount of time. This is Denise, the owner — (555) 123-4567, and if I miss you, leave a message and I'll call you back.

Why this works for a salon 1 star review about poor communication

• It lists the specific failures. Missing confirmation, unreturned calls, wrong appointment length. Naming all three shows you read the whole story.
• The reply is itself a good response. Clear, brief and with a person's name attached. Readers see the communication the reviewer says was missing.
• It fits a long-service salon problem. Keratin, color corrections and extensions need prep instructions and correct time blocks, so a quick call matters more here than for a trim.
• It ends with a callback commitment. Telling her what happens if she misses you closes the loop she says stays open at your salon.

What not to do

• Don't say "we never got your calls." Even if it's true, it tells her she's lying about the one thing she's sure of.
• Don't point her to the website or spam folder. That hands the blame back to her.
• Don't send her to a general inbox. She's already tried the front door. Give her a named person.