Complaint Review: Regis Salons Regis Corporation

As a former employee of  a corporate salon  I can understand your frustration however you must let it go . Stylists can be caddy sometimes,but you must maintain your composure .It wasn't fair to be treated like that ,and I would have been disappointed ,and not returned .OK lesson learned move on .Complaining like this can sometimes cut off future endevours in areas of the field of cosmetology that you'd never imagine .For example ,what if later you wanted to become an educator for a major hair line ,they hired you and your first educational seminar was with your company .If word got out that you complained about one of their divisions,wether your manager supported you or not ,would be an issue for the company you complained about.Issues have a way of resurfacing.You're angry now ,but don't let it affect your career. The best revenge is to become the best at your craft ! That way you'll be in demand and won't treat your customers that way ,and help others.The stylist who did that to you probubly won't be in the industry long .Move on !

I stumbled across the complaint above from a former Trade Secret employee and although Ive resigned from Regis Corporation's Trade Secret for a year now, I'd like to correct a few of the poorly misconstrued points made.

I used to be a customer at Trade Secret and inquired about a job there after having a great experience. I was hired and did well, and quickly got promoted. So I am sharing my thoughts with you both from a consumer and an employee standpoint.
 
The post mentions that Trade Secret tries to "stick it" to the consumer. This could not possibly be true considering the countless hours of time and money the company put into training the employees properly on customer service skills and product knowledge. I am not saying all the decisions made by corporate were good ones, I disagreed with a few decisions, but one thing they never stopped stressing was the importance of the customer. As a manager for two years, I never had any problems in my store and if we had minor issues, they were resolved quickly and courteously. The company offered an amazing return policy (they take back almost anything) and the lowest prices on products. The home office would send coupons, discounts, and gift certificates to loyal customers. That doesn't sound like a company that doesn't "care" about their customers to me. Wrong again.

The employees are taught that their only job is sales? Well, yes, it's a customer service RETAIL position. That's what we do in retail. We sell. That's how they keep the doors open and the lights on. The employees aren't hired to fix cocktails. Their job is to sell, so that claim is silly in itself. If this was your personal business, you'd be worried about sales, too.

Regarding COO Norma Knudsen-- although she was not always "warm and friendly" to her subordinates, I dont ever recall her calling employees "stupid and lazy" or using foul language in the years I worked for the company. And yes, I was on all the conference calls in the area. I don't blame her for being strong considering her job title. Imagine being the woman running the whole division. Yes, she had to be strong. She was doing a man's job and she garnered respect from every person I know.

The Northern CA supervisor Ramona Giwargis was the best boss I've ever had. Yes, she was tough at times, but that's what made her the best. She was the #3 supervisor in the entire US. She was hard working, consistent and fair. She expected the same from her employees. I worked hard, maintained great numbers, and never had any problems with her. Her dedication to her job was incredible and she was always there to answer any questions, big or small.

As for buying your hair products online? Yes, of course you can buy ANYTHING online nowadays. But what the poster failed to mention is that salon professional hair products are not guaranteed if not sold in a licensed salon. Meaning, you might get counterfeit (black market) or watered down product. Maybe you will find it a buck or two cheaper online, but it's a risk you will be taking.

The former employee talks about the company spiraling out of control and disappearing. Yes, I have left the job, but I've kept up to date on what's going on. From what I hear, they are doing better than ever and continue to remain at the top of their game.

Trade Secret was hit with internet slander by a few select ex-employees, who were let go by the company for good reasons. Disgruntled employees trying to fake complaints and make the company look bad. Trade Secret did not fire people just for the sake of firing them. It was always the ones that did not do their jobs, complained all the time, took advantage of the company, etc. The employees that actually did their job, did what the company PAID them to do, were continually praised/rewarded and never had any problems. I consistently met my numbers and kept an organized store, so no one from corporate ever bothered me.

With that being said, I hope former employees can eventually find a more useful way to spend their endless internet hours.

i am currently a trade secret employee and i have had no complaints about it. our store possibly unlike yours actually cares what the consumer gets for their hair type.

and telling people to go online and get products? do you have a background in cosmetology? did you go to school for it?

theres a thing called diversion. profesionals buy products and then sell them to big companys ie target, walmart, walgreens, cvs.
the products are
1. not guaranteed unless sold in a salon
2. not the same products, they are either diluted, completely different, or expired.

get your story straight. regis is a great corporation and just because you had problems doesnt mean everyone else will

Beware consumers, I worked for Trade Secret for a year and can tell you that the company is constantly trying to find a way to stick it to the consumer and to it's employees. The employees are taught that their only job is sales. The company does not care if the customer gets the right product or is happy. They treat their employees even worse. There is nothing but negative input from management. The company's practice is to fire employees without due process. During a meeting with the CEO Norma Knudsen, she used foul language and lambasted employees for being "stupid and lazy". The San Jose CA area supervisor Ramona Giwargis, relishes the opportunity to fire employees. It is amazing how excited she gets, like a big turn on, and does it with malice. This company will not last much longer. During a time when money is tight for most consumers, they will become more particular where they go to spend their hard earned money, and expect quality customer service. There are many people that are watching this company spiraling out of control and disappear. I WILL NEVER SHOP OR WORK FOR A REGIS COMPANY AGAIN. I hope everyone reading this will stop and think before working for this company or utilize their services or products. REMEMBER YOU CAN ORDER ANY PRODUCT YOU NEED ON THE INTERNET MUCH CHEAPER THAN AT TRADE SECRET. AND QUALITY HAIR EXPERTS ARE GENERALLY SELF EMPLOYED BECAUSE THEY ARE GOOD ENOUGH TO MAKE A GOOD INCOME WITHOUT AN HOURLY RATE OF PAY.

First of all a haircut at a SmartStyle Salon is 15.95, but a Haircit at a Regis Salon is 35.00. If you would take the time to investigate in to the Company you work for and the many divisions it owns you would know that. I am a Manager for one of their divisions and the way you were treated by the girl who cut your hair was unpfrofessional and you should have walked out the monment she rolled her eyes, I have. As a person in the industry you should always tip something no matter what or refuse to pay for the service and ask for a Manager. Last I am curious why you did not get your hair cut at your Salon???? As a hairdresser I figured you would trust your fellow stylist that you see cut hair everyday over a stranger.

As a Regis Salon Manager, currently with my company for over 7 years, I have a wonderful staff and a professional atmosphere, everyday, all day, all year round.

Any unprofessional behaviors or lack of customer service is not tolerated. Our clients are the most important part of the real reason we are there. We would not have jobs if it was not for the customer.

There is not one stylist in my salon that I would not let do my cut or color. They are all trained and all enjoy what they do. Every one of them greets there customers. We introduce ourselves by telling the new clients our name when we approach the desk.


As far as you being charged $35.00 for a cut, well Smart Styles and many other entities of Regis are lower cost salons. Our salon haircuts prices start at $30 and up. Some salons are $50 and up. It depends on the location.

I am sorry you had such a terrible experience.

After talking with my area supervisor concerning this incident, she made a few phone calls to see what could be done about this. For one thing, I learned that the stylist in question is no longer employed at that salon. Why? You guessed it: lousy attitude and poor performance (I told you so). I also received word that I would be compensated for this nightmare via a gift certificate in the amount of the money that I paid. Now that it's all settled, I'm pleased. I am now done with this matter.

Um, hate to bust your bubble, Shawn, but there is NO shampoo girl or receptionist at the Smart Style salons ANYWHERE. Stylists are responsible for ALL of those duties. Secondly, are you actually going to sit there and say that if you went to a salon an received horrible service that you are going to reward it by tipping? You're crazy if you do.

But then again, you're probably one of those that are too cheap to pay for the haircut, much less tip for good work done. And I don't see anywhere in the post any mention of acting rude in public. Not once was a rude word exchanged, except on the stylist's end. If you would actually READ these posts you would see that. My advice to you is to stop with the flaming because you are only making yourself look catty yourself.

First, telling the stylist "I washed my hair this morning" is TOTALLY DIFFERENT than telling her "Do not wash my hair - I don't want it washed." You as a stylist should know this.

Second, the $5 extra conditioner was probably because you hair is so "dry and coarse" as you stated. She was giving you what your hair NEEDED. As a stylist, why are you complaining that she conditioned your dry and coarse mop?

Third, they do NOT care that you will not be back, in fact they are probably rejoicing. It sounds as if you were a problem from the get-go, and a non-tipper at that. As a stylist, you must understand how important tips are to one's livelihood -- would you want a rude non-tipper to return? Didn't think so.

And finally, I agree with the previous poster who stated that you are being catty. There are better ways to conduct yourself in public and to resolve complaints or problems. Again, as a stylist, you should know this.

Your story makes me think, you may not really be a stylist after all, but perhaps a receptionist or shampoo girl at the Walmart salon.

To the people that are claiming that Jennifer's post was a lie or "doesn't add up," let me inform you of a couple of things:

I visited this salon in the past and even though I did understand that a Regis salon (compared to Smart Style, SuperCuts, Trade Secret, etc.) IS going to be a bit more cost-wise, it's still NO excuse for a paying customer to be treated in that way. I had this particular stylist about 2 weeks ago when I needed a color, and I received the same exact treatment.

However, may I suggest to Jennifer that next time she receives lousy service from the get-go, she should get up and leave. That's exactly what I did. There was no way on God's green earth that I was going to be treated like dirt by someone and be charged $100 for it all. I actually went to MasterCuts (another Regis salon) in the same mall and the color and cut was about $40 CHEAPER. And it looked GREAT.

So much for the previous post about mall salons being more expensive. I would take the previous suggestion, too, about letting someone that you work with or know personally perform the service from now on since you do see their work every day and can make a better judgement.

People DO need to realize that when it comes to your hair and how you want it to look, researching a stylist and/or a salon is KEY. And if you're treated like crap, WALK OUT. If they have a lousy attitude then they're probably not going to care anyway if you do. Just my opinion.

To the people that are claiming that Jennifer's post was a lie or "doesn't add up," let me inform you of a couple of things:

I visited this salon in the past and even though I did understand that a Regis salon (compared to Smart Style, SuperCuts, Trade Secret, etc.) IS going to be a bit more cost-wise, it's still NO excuse for a paying customer to be treated in that way. I had this particular stylist about 2 weeks ago when I needed a color, and I received the same exact treatment.

However, may I suggest to Jennifer that next time she receives lousy service from the get-go, she should get up and leave. That's exactly what I did. There was no way on God's green earth that I was going to be treated like dirt by someone and be charged $100 for it all. I actually went to MasterCuts (another Regis salon) in the same mall and the color and cut was about $40 CHEAPER. And it looked GREAT.

So much for the previous post about mall salons being more expensive. I would take the previous suggestion, too, about letting someone that you work with or know personally perform the service from now on since you do see their work every day and can make a better judgement.

People DO need to realize that when it comes to your hair and how you want it to look, researching a stylist and/or a salon is KEY. And if you're treated like crap, WALK OUT. If they have a lousy attitude then they're probably not going to care anyway if you do. Just my opinion.

To the people that are claiming that Jennifer's post was a lie or "doesn't add up," let me inform you of a couple of things:

I visited this salon in the past and even though I did understand that a Regis salon (compared to Smart Style, SuperCuts, Trade Secret, etc.) IS going to be a bit more cost-wise, it's still NO excuse for a paying customer to be treated in that way. I had this particular stylist about 2 weeks ago when I needed a color, and I received the same exact treatment.

However, may I suggest to Jennifer that next time she receives lousy service from the get-go, she should get up and leave. That's exactly what I did. There was no way on God's green earth that I was going to be treated like dirt by someone and be charged $100 for it all. I actually went to MasterCuts (another Regis salon) in the same mall and the color and cut was about $40 CHEAPER. And it looked GREAT.

So much for the previous post about mall salons being more expensive. I would take the previous suggestion, too, about letting someone that you work with or know personally perform the service from now on since you do see their work every day and can make a better judgement.

People DO need to realize that when it comes to your hair and how you want it to look, researching a stylist and/or a salon is KEY. And if you're treated like crap, WALK OUT. If they have a lousy attitude then they're probably not going to care anyway if you do. Just my opinion.

This is mainly aimed at "Your story does not add up:" (I don't recall seeing a name listed; makes me wonder)

First of all, I DID state to her that I had already shampooed my hair that morning. My apologies for not stating that in the initial post.

Secondly, I don't feel that it should have been the same exact price as the salon that I work in, but I certainly don't feel that it should be $35 ($5 was added for a "special conditioner" that I was not told was going to be used nor did I ask for).

Third, being a hairstylist I have seen men and women with my own eyes do a bad haircut and fix it to where the client doesn't notice until they are already home and it is too late. It boggles me that someone can not have the knowledge to do a simple haircut but yet they go Van Gogh on someone when it comes to the styling.

Fourth, they SHOULD feel bad that I and others will not be back--this isn't the first complaint against this salon OR this corporation and I don't feel it will be the last. I'm doing this to inform people and not in any way to slam the other stylists in the salon who actually KNOW what a curling iron is (maybe I should have waited on them).

Fifth, yes I do work for Regis Corporation and I have made my experience WELL-KNOWN to those in charge of the salon in question. I haven't said anything in this forum that I would be scared to repeat. And for your information, my supervisor knows of my claims and supports me 100%. So much for me needing to be terminated--this IS America.

If you're done wrongly, I feel that you should speak out about it. I don't feel that I badmouthed the stylist at all--I stated FACTS. She treated me like I was beneath her the entire time and it should be known. And if you would have actually read my post, you would see that I stated that I DO tip stylists who do a good job AND who are courteous and professional. This particular stylist was neither.

As it pertains to the author of "Kind of Odd," I do know who can do the job and who can't. I am only a recent employee of Smart Style--I was not currently working there when I received this haircut. Secondly, I mentioned the name of the stylist to inform others who may decide to need that last minute trim to seek out someone else in the salon. I don't know this girl because I am not from Memphis, and to say that I am doing this because I'm the "typical catty female" is unfair and far from the truth. If you knew me personally, you would know that I don't utter a negative word about anyone unless they have wronged me in some way.

Believe what you want to believe--it's MY story and I'm sticking to it. Besides, you two live nowhere near this area anyway so how would you know unless you lived close enough to see for yourselves?? Walk through someone else's shoes before you try to speak about what they've gone through.

You state you're "a smart style employee, another Regis Corporation owned salon". I take that to mean you work at another salon. I doesn't make any sense for someone who works at one "salon" to get their haircut at another unknown "salon" by another unknown stylist. I mean in any business I've been exposed to, EVERYONE knows who's good and who's bad. There are places and people you know to stay the hell away from. IF you're in the business, as you state, you of all people ought to know who does the best cuts. I'm surprised you didn't get it done at "your" salon by the best stylist there. But then again, that's your business and you may have had your reasons for going elsewhere. This post makes me suspect especially when you throw in the name of the stylist. I use to date a bunch of hair ladies and I know what they can be like. They use to stand around and cut/color each other's hair all day long when it was slow. Also the comment about your hair being very dry and coarse. How was she to know you had done it that morning? "I did not ask to be shampooed". You could have easily spoken up and said something, anything to that effect when you sat down in the chair, but YOU chose to remain silent. Nope, don't believe this post.

1- You are an employee of Smart Styles (a Regis salon located inside WALMART). This Regis salon is DIFFERENT as it is located in a MALL and is a separate entity. Why do you feel the price should have been the same as that of the Walmart salon? $35 is what these mall salons charge.

2- If you did not want your hair shampooed, then why did you not TELL her that? You obviously had no trouble "trying to carry on conversation" so why not speak up and explain that you don't want your hair washed?

3- How could you hair look fine in the salon, but then suddenly look like a "weed-eater haircut" once you got home?

4- As a stylist yourself, how could you have the gall to NOT TIP your stylist?

5- Is this salon supposed to feel bad that you will "not be back"?? Let's see, a disgruntled person who does not tip and badmouths the stylist and company in a public forum. Hmmm..

6- If you work for Regis, won't your employer be upset about how you are badmouthing the company? The last I knew, such behavior is grounds for termination.