Livetruelondon Reviews 

Vouchers are a scam
You will purchase a voucher and when you are sitting in the chair they will tell you that you need toner and a shadow toner for an additional £70 or else they won’t do your hair. You will NOT get your money back. DO NOT-purchase a voucher or frequent this establishment, scam scam FRAUD!

My initial appointment conversation didn't assure me of good outcome. The hairdresser rushed and kept pulling my hair by the washing basin saying it is due to their lenght not her attitude. My hair ended up to be way darker in natural light than I intended them to be. I might have been unlucky with the individual but because of the initial experience I will never return to the Soho brunch even though another team member who also was involved in the process was very sweet

Unfortunately, I left this salon very disappointed. The biggest issue was how roughly my hair was handled during the appointment. My hair was repeatedly pulled hard while being combed/detangled, without supporting the hair above the knots, and it was painful enough that my scalp was still sore and I had a headache afterwards. I understand that bleached hair can be more difficult to detangle, but I don't think detangling should be painful, and there are gentler ways of working through knots.

I was also disappointed by the pricing. I purchased a voucher advertised at a set price, but only at the appointment was I told that there would be a significant additional charge related to the amount of product/toner required. This wasn't made clear to me when purchasing the voucher, and I felt pressured to accept the additional cost once I was already at the salon.

Unfortunately, I also didn't feel that the final result fully matched what I had asked for. Overall, the experience left me feeling uncomfortable and disappointed, and I won't be returning.

Diogo is an excellent colourist and he always gets what I want.
He looked after my hair for few years now and I have never been disappointed. Highly recommended!

I had a horrific experience with Live True London.

I purchased a Groupon voucher and booked an appointment. Unfortunately, unexpected train cancellations meant that I could not attend. I repeatedly called the salon from 5:00 pm to explain the situation and also left a voicemail.

Despite receiving no treatment or service whatsoever, Live True London marked my Groupon voucher as used. This meant I lost the full value of a service that was never provided.

I contacted the salon to explain what had happened and asked to rearrange the appointment, but the matter was not resolved fairly. Marking a voucher as redeemed when no service was provided is completely unacceptable. Based on my experience, I would not recommend this salon.

Heartbroken with the result and deeply disappointed by the pricing and customer service.

I was so excited for this appointment. I booked the Full Head Highlights package, advertised at £138 (half-price offer), expecting a bright, full head of highlights similar to the results shown in the salon’s advertising and photos.

Unfortunately, the result was not what I expected. I left with hair that was still mostly black, with mushroom beige/brown tones and very sparse highlights. It was a long way from the bright, golden blonde look I had asked for and believed I was booking.

The total cost came to £300 — £138 for the package plus £162 in additional charges. I was told I needed 3 extra cups of bleach (£20 each) and 3 toners (£34 each), and I agreed to these additional costs because I was told that without them my hair would be sparse. However, despite paying significantly more than the original package price, I still left feeling that I had not achieved the service or result advertised.

My disappointment is with the overall experience, including the package expectations, additional costs, and the final result.

For a full head highlights package, I feel the service should include enough product and realistic expectations to achieve the advertised outcome, rather than customers having to pay substantial extra charges just to get closer to the look shown in the salon’s photos.

The customer service afterwards was also a joke. When I raised my concerns, I was advised to return and speak with the same stylist. However, any further work would require more product and therefore more payment.

Paying £300 and leaving with hair that is still predominantly dark, rather than the bright golden blonde I wanted, has been incredibly upsetting. I hope this review helps others understand the potential additional costs and carefully manage their expectations before booking.

Based on my experience, I would never recommend this company or service. I feel the advertising is misleading when a package is described as a full head of highlights, yet significant extra charges are added and, even after paying almost double the advertised price, the final result is still far from the expected outcome.

I left feeling extremely disappointed and, unfortunately, I feel misled by the service I received.

Very disappointing customer service from Live True London.

I paid £145 for a package and was only around two weeks outside the six-month expiry when I tried to use it. The expiry wasn’t made sufficiently clear to me at the time of purchase.

I appreciate terms and conditions exist, but I found their approach extremely inflexible and unreasonable. They refused to offer any solution whatsoever.
I would not purchase a package from here again.

Shocking cut and colour. Terrible customer service. Pictures of what I paid over £200 for on other review pages.

The voucher is a scam and the stylists don't know what they are doing

Honestly, I am so thrilled with my experience here with Ismail. I don't think I've had a stylist in London listen to what I wanted so thoroughly and then advise on the best action to take based on my type of hair, colour, and face shape. He really understood what I wanted - we had a consultation and patch test first, which made me feel really confident about the actual appointment. Then, when I went back a week or so later, Ismail remembered me and what I had asked for. He checked in with me throughout the cut and colour to confirm I still liked the direction we were going in and was so happy to make any little tweaks I wanted - but also let me know if he didn't think they would suit and explained why.

I will definitely be going back to see him.

The only reason I've knocked off a star is because, as a few other people have found, it was really challenging to book the appointment for the voucher I purchased. There weren't clear instructions on the receipt or purchase confirmation, and no one answered the phone number, WhatsApp number, or generic e-mail I tried to reach. Eventually, I just went into the salon to ask what I needed to do. The address I got still wasn't clear, but after a few automatic response redirects, I finally go a hold of the team on book[at] livetruelondon.com (in case anyone else is still searching) - they were really helpful and went back and forth with me until I had the date I wanted.

The other tiniest thing… and it might just be that I misunderstood the the balayage process, but the voucher I purchased (The May Balayage, Treatment Duo, Haircut & Blow Dry Plus Luxury Gift Experience) didn't include the toners that would be needed to complete the colour. So that was a separate expense. Ismail, however, did give me the heads up before I booked in, so I was grateful to be able to plan in advance, but just an FYI if you're using a voucher for colour.

But all that aside, the actually appointment and result I got were amazing!

AVOID this company they are scammers!
I've booked an appointment with a voucher and the staff member did a mistake and booked it in for the wrong day it was the 8th of July instead of the 8th of August.
I was on holidays and just received a message that my voucher has been claimed as a no show fee! After l've made it clear it was their mistake and to rebook my appointment... they just don't care!
There was no apology all they said was we sent you two reminders!
YOU MADE THE MISTAKE!!!! I've explained them one more time that I was in Japan for a month and couldn't even receive messages... and how that shouldn't be an excuse on their part to treat customers like that! And all I got back was a copied template of the previous email!
At this point they are scammers and you have to be careful with a company who is doing mistakes and still treat you like that!
Legal actions will follow! I've never been more disgusted with a company!

I have been a regular customer of Live True Vauxhall and expected much better than the way I was treated during my most recent visit.
Despite having a confirmed appointment, I arrived to find the door locked while a member of staff was sitting inside watching YouTube videos. After knocking several times, she eventually came to open the door. She then couldn't find my booking, despite my showing her the confirmation email, and when I expressed understandable frustration, she immediately told me to "stop shouting" in a very condescending manner.
The experience only deteriorated from there. During my appointment, I gave my phone check my booking and, when I politely asked for it back because I needed it for work, I was largely ignored until another member of staff returned it to me. Before leaving, I tried to de-escalate the situation and explain that although I had been upset, I had not shouted. Instead of resolving matters professionally, I received yet another lecture from the same staff member.
What has disappointed me even more is how Live True has handled the complaint afterwards.
1. I submitted a formal complaint and was told someone would get back to me. Nobody ever did.
2. I even contacted the CEO via LinkedIn in the hope that the matter would be looked into, but I received no response.
3. My wife also contacted the company and received what can only be described as a rude and dismissive email in return.
As residents of St George Wharf and regular customers, this is extremely disappointing. It feels as though, because Live True is the only salon within the development, they believe they have a captive customer base and therefore do not need to provide acceptable customer service or treat customers with respect.
I would encourage management to review the CCTV footage of the incident. It would clearly show the staff member's behaviour and attitude, and who was actually acting professionally.
Unfortunately, this experience has left us with very little confidence in Live True's commitment to customer care.
I cannot recommend this branch based on our experience.

Voucher is a scam. Awful customer service.

I booked the £150 Balayage and cut offer.
No instructions of how to book. So I emailed the booking email address, told them my preferred salon and availability. Someone replied with a booking conformation telling me which time and date they had booked.

I turned up on time and had a good appointment, but on trying to leave they charged me an additional £88. For what, I am still not clear. Mention of Toner and 'Root shadowing' and I don't know what the third thing was, but there was no mention on this within my appointment and these charges were a total shock.

On my surprise and asking for a breakdown and explanation of these costs, I was told I was being difficult. I was told I would have to take it up with customer service and I wasn't allowed to leave without payment.

It was so awkward and uncomfortable. I have been in touch with customer service who have told me it's in the terms and conditions apparently that any treatment can be added and will be charged.

So disappointed. What a scam.

I rarely leave negative reviews, but I feel it's important to share my experience.

I booked the "Luxury Balayage Experience" expecting a high standard of service from start to finish. Unfortunately, the experience was disappointing before my appointment had even begun. It took around five days to confirm my booking because customer service was very slow to respond to emails.

The balayage itself was not blended properly, particularly around the roots and face-framing sections, leaving harsh lines instead of the soft, seamless finish I had requested and paid for. The result was not what I expected from a luxury service and left me feeling very self-conscious.

What disappointed me even more was the way my complaint was handled. I contacted the salon immediately after my appointment with photographs, yet it took over two weeks and multiple follow-up emails before I received a meaningful response. Although I was eventually offered an in-salon assessment, by that point I had completely lost confidence in the salon due to the poor communication and lack of urgency.

Overall, I did not receive the luxury experience that was advertised. The quality of the balayage, combined with the customer service and complaints process, fell well below my expectations. I hope this feedback encourages improvements and helps other customers make an informed decision.

I purchased a voucher for a hair colour service at Live True London. After a miscommunication around my appointment, I was charged a no-show fee despite attempting to contact the salon and not having completed a patch test — a basic safety requirement that should have been arranged before any colour appointment was confirmed. When I raised this concern, the salon refused to offer any resolution or rebook my appointment. I found the customer service throughout this process to be dismissive and inflexible. As someone who takes salon safety seriously, I would not recommend this salon and will not be returning.

It's not surprise that Live True only have 1.8 on Trust Pilot and I am surprised their Google Rating is so high. Give the amount of poor experiences that I've read in addition my own, where there has been terrible customer service, both online when booking and when in the salon, I would not be surprised if the Google Reviews were also spam.

Avoid at all costs! I booked a voucher for the Tint, Shine Treatment and Blow Dry at the Vauxhall salon, but there was a booking error and lack of communication about a patch test, so I was unable to receive the full service I paid for. Staff were unaware of the voucher details and I was made to feel responsible for the issue despite never being informed of the patch test requirement. Despite following up multiple times, no apology or resolution has been offered, and my complaint has gone unanswered.

I cannot overstate how disappointing my experience with Live True London has been. The company seems to have little understanding of what good customer service, or even basic customer service, looks like.

The only reason I continue to use the salon is because the hairdressers themselves are talented and consistently do a great job. Unfortunately, the customer service team completely undermines that experience.

I was unexpectedly hospitalised for several days and contacted them to see if they could accommodate a change to my appointment. Despite the circumstances, they were unwilling to offer any flexibility or assistance. Communication was slow and unhelpful, and when they did respond, the tone came across as dismissive and, on multiple occasions, the information provided was incorrect. I'm reminded of this frustration every time I try to book an appointment. Without fail, my emails go unanswered, leaving me to chase for a response and making what should be a simple booking process unnecessarily difficult.

This is genuinely one of the worst customer service experiences I have had. It's a real shame because the quality of the stylists deserves far better support from the company behind them.

I booked a full head balayage with the offer that was advertised to me.
The stylist absolutely ruined the colour and wasn’t anything like the picture.
I was in a rush to pick up my son so left the salon after being there for 5 hours. The colour was so off and wasn’t blended well at all. I paid for an additional 2 toners. I had this orangey colour underneath and some terrible blonde streaks with dark roots.
A busy mum to an autistic toddler, I didn’t contact them within the 7 day customer satisfaction but still sent the complaint (explaining that my son had been off nursery and I had been caring for him) and was asked to send pictures (which I did) and asked for my availability to come in for an in salon assessment. A week later I was still waiting for the appointment so chased them up. I was then informed the assessment wasn’t going ahead due to my complaint being outside of their 7 day policy !
No discretion used despite using this salon for 4 years for hair cuts and the fact that the pictures I had shared with them looked like an amateur job. I could have done better myself !
Beware of booking for colour here ! The ‘stylist’ totally ruined my hair and live true didn’t want to use any discretion to rectify this !
If you’re looking for a treat for yourself I strongly suggest you look and book elsewhere because the colour I received was shockingly bad!

DO NOT USE THIS SALON

Do not be lured in my their offers / deals and instagram. By far the worst experience I have ever had, my hair was absolutely ruined by an employee at the soho branch.

I had booked in for balayage and ended up with a full head of block colour. The employee claimed to understand the desired look I wanted, i provided pics with clear inspiration. At the sink whilst washing my colour they became panicked and started to seek support form a colleague, they then openly admitted that they were not familiar with redken the hair brand that they had just used to dye my hair, and that it was only their second day of working there. ( I had only been colour patch tested for wella ) so a huge breach of health and safety

It was pretty evident my hair was ruined as soon as they began to dry it. I was honest straight away and told them I was unhappy and that they’d need to fix it. They tried multiple toners and I was in the salon until gone 10pm whilst they attempted to fix it.

I ended up having to leave and returned the next day to request someone with the right capabilities fix it. I was told the only way they would resolve it was to re book and be consulted by the person that treated me despite telling the branch and customer services that that they had already tried to rectify their mistakes.

Out of sheer desperation I simply re booked with another stylist ( who was amazing) to attempt to fix it.

I have since raised this issue to both customer service the ceo and I am yet to get a response.

I have been charged for the initial appointment and the corrective appointment

I visited this salon for the second time and once again I left extremely satisfied. From the very first visit they gave the same impression of professionalism , quality and attention to the details .
Victoria was highly skilled and professional she listened carefully to what I wanted and the final result was absolutely fabulous. I truly felt understood and well taken care through the whole process.⭐️⭐️⭐️⭐️⭐️