How salons should answer 1- and 2-star reviews
8 salon and spa responses to negative Google reviews: bad color, cuts too short, chipped nails, rude staff and late appointments. Warm and private.
A bad salon experience is personal — people leave feeling like they don't look like themselves. Your reply should acknowledge that feeling, not just the service.
Offer a correction privately, never argue about the consultation, and never mention skin reactions or products in public.
8 templates
Starting points. Generate a version in your voice before you post.
“Color came out orange. Paid $250 for this.”
Sample reply
We're so sorry the color isn't what you wanted. Please call the salon so a senior colorist can help correct it.
“Asked for an inch off, lost four.”
Sample reply
We're really sorry the cut went so far past what you asked. Please call us so we can talk about how to help.
“Gel nails lifted after two days.”
Sample reply
Sorry your nails didn't last. Please call and we'll get you back in to fix them.
“Stylist was on her phone the whole time.”
Sample reply
We're sorry your appointment felt that way. You deserve full attention and we've shared this with the team.
“Waited 30 minutes past my appointment time.”
Sample reply
We're sorry for the wait. Your time matters and we're working on keeping appointments on schedule.
“My skin reacted badly after the facial.”
Sample reply
We're very sorry to hear this. Please contact the spa directly so we can talk privately.
“Front desk charged me more than the quoted price.”
Sample reply
We're sorry for the confusion at checkout. Please call the salon so we can review the charge with you.
“Worst salon experience of my life.”
Sample reply
We're sorry we disappointed you. We'd like to hear what happened — please contact our salon manager.
Keep going
- Salons: review reply guide and examples
- Replying to 3-star salon reviews
- Thank-you replies for 5-star salon reviews
- 1-star Google review responses that don't make it worse
- How restaurants should answer 1- and 2-star reviews
- All review reply templates
Generate a reply in your voice
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