Client Care & Feedback
Your experience at Blonde Poetry matters deeply to us. We take great care in our work and in the relationships we build with our clients. If something hasn’t felt quite right, we want to listen and support you through a clear and considered process.
We also place strong emphasis on education and aftercare, and provide detailed guidance following your appointment to help you maintain your results between visits.
How we support you
After every appointment, you’ll receive:
- The contact details for our Client Services Manager, Ella, for any questions.
- We will recommend personalised aftercare advice relevant to your service.
- You will receive a follow-up message shortly after your visit, and again a few days later, to check in and ensure you’re happy with your experience and offer any aftercare advice if needed.
These steps will ensure you have helpful aftercare advice and give you a direct and supportive point of contact should you need it.
If you have a concern
If you’re unhappy with any aspect of your service, please follow the steps below so we can assist you promptly and fairly:
- Please get in touch as soon as possible - we aim to resolve any problems within 7-10 days of your appointment so that your hair is in the same condition.
- You can get in touch by emailing info@blondepoetry.com or phone Ella, our Customer Service Manager on 0403 225 042.
Please include:
- A brief description of your concerns
- Clear photos and/or inspiration images where relevant
Your message will be received by Ella, our Client Services Manager, who will guide the resolution process with care and discretion.
Assessment and next steps
Ella will liaise with your stylist and, where needed, may arrange:
- An in-salon assessment
- A rectification appointment
We may also review aftercare information provided with you, as following professional aftercare advice plays an important role in maintaining results.
Rectification or resolution
Where an issue is confirmed, we will work with you to achieve the best possible outcome.
In some cases, if a resolution cannot be reached through rectification, a partial or full refund may be offered.
If, after taking all reasonable steps to work through the issue with you, we’re unable to resolve things to your satisfaction, we’ll work together to reach an agreement so the matter can be finalised with clarity, privacy and respect, allowing everyone to move forward.
Giving us the opportunity to help
If you have any concerns, we ask that you contact us directly before posting a public review. As a small business, feedback has a meaningful impact on our team and our stylists who care deeply about your experience. Our priority is always to listen, adjust and improve, and we truly value the opportunity to support you personally if something hasn’t met your expectations.
Your rights
All clients are protected under Australian Consumer Law, and we are committed to fair, transparent and timely resolutions.
Our commitment
We believe exceptional results are a collaboration between stylist and client - combining expertise, communication and appropriate aftercare. Every concern is handled with professionalism, empathy and respect, staying true to the standards of care, consistency and connection that Blonde Poetry is built on.
If something hasn’t felt right, please reach out. We’re here to listen and to help.
Love Always, Blonde Poetry
