I booked an appointment online and had accidentally chose the wrong Friday. Within the hour. I’d realised what I had done so I called The salon to let them know that I had accidentally picked the wrong day. Mind you I made my appointment within the 48 hours cancellation policy. It was a Thursday when I Booked in . And asked If I could move it to the next week As I made an error as I had split my head open, And wouldn’t be able to get my hair done the next day due to an open wound. she then tells me that if I want my deposit back, I need to prove to her that I split my head open, even though I didn’t want to cancel my appointment, I just wanted to move it to the following week .. I’m Really disappointed That they treat their customers this way considering I’ve been coming to trendz for a few years now. I had even sent them a message explaining how disappointed I was with how this was handled and both the Bundall and Coomera salons blatantly ignored me
Response from Trendz Hair Studio Coomera
Hi Leah,
We’re genuinely sorry that you were left feeling disappointed. However we feel it is important to clarify from the outset that as soon as you contacted us regarding the booking error and your injury, we acted immediately to assist. Your $100 DEPOSIT WAS REFUNDED IN FULL at 9:21am on Thursday 9th July 2026, no cancellation fee was retained, and you were invited to contact us so we could arrange the appointment you wanted once your scalp had sufficiently healed.
For clarity your appointment was made online at 3:09pm on Wednesday 8th July 2026 for 10:00am on Friday 10th July 2026. This meant the appointment was already within 48 hours of the scheduled service when it was made.
When completing the online booking, our 48 hour cancellation and rescheduling policy was presented and accepted as part of the booking process.
When you contacted the salon the next day, Thursday 9th July 2026, you explained that you had accidentally selected the wrong Friday and that you had also split your head open and had an open wound on your scalp, meaning you couldn't attend your appointment on Friday 10th July.
We were more than happy to assist with moving your appointment. However, because you had advised us that you had an open wound on your scalp, we could not responsibly confirm a chemical colour service for the following week without considering whether the area would be sufficiently healed.
Our team asked to see the affected area so we could assess the condition of your scalp and determine when it would be appropriate to safely perform the colour service you were wanting to reschedule.
We completely understand how our request for a photo may have felt like we were asking you to provide proof of your injury, and we’re sorry that it came across that way. That was not intended to be disrespectful or to question what you had told us. As you were hoping to reschedule your colour appointment for the following week, we also needed to understand the extent of the injury and when it would be safe for us to perform a chemical service.
After receiving the photos, our team advised that we would not recommend proceeding with foils or any chemical service until the wound had fully healed. You were then invited to contact us once it had healed so that we could assist you with rebooking.
We completely understand that accidents happen and accept that selecting the wrong Friday was an honest mistake. Our intention throughout was simply to be helpful and professional in resolving the situation.
Although the appointment was already within our 48 hour cancellation period and the cancellation and rescheduling policy had been accepted when the booking was made, we chose not to enforce the policy and refunded your $100 deposit in full at 9:21am on Thursday 9th July. No cancellation fee was retained and there was no financial penalty to you.
As a professional salon, when a client advises us that they have an open wound on their scalp before a chemical service, we have a responsibility to take that seriously. We also wanted to ensure that when we did rebook the appointment you wanted, your scalp had healed sufficiently for us to safely perform the service.
We value the support you have given Trendz over the years and are genuinely disappointed that our efforts to assist were interpreted differently from how they were intended. We understood that a genuine mistake had been made, acted promptly, chose not to enforce our cancellation policy, refunded your deposit in full and remained willing to reschedule your appointment once it was safe to do so.
We sincerely hope your injury has healed well. Please don’t hesitate to contact us directly if you would like to discuss this further or if we can assist you with arranging a future appointment.
Tara x
Trendz Studio
