Hair salon etiquette: 44% of UK women avoid calling out poor customer service for fear of being labelled a “Karen”

• Third of women have experienced bad service in last year but 44% would do nothing about it
• Fear of being labelled a “Karen” among top reasons for this, alongside concern that they will be gossiped about
• Expert shares top tips on how to complain effectively

 More than two in five women would avoid calling out poor customer service in a hair salon for fear of being labelled a “Karen”, according to new research.

The findings are from a survey of 2,000 female-identifying UK residents by Ripe Hair & Beauty Insurance. They show that despite a third of women experiencing issues such as lateness, rudeness, or a bad haircut in the last year alone, 44% wouldn’t do or say anything in response to poor service.

When asked why, respondents cited a range of reasons—with awkwardness coming out on top (38%). Nearly one in 10 (9%) said they’d be too worried their stylist would talk about them behind their back. This was unsurprising, given that 60% of respondents said that hair salons are gossipy places.

A further 27% said they wouldn’t rock the boat because, in general, they like the way their stylist does their hair. And more than one in five (22%) of clients said they’re too shy to act in response to poor service, with the same number being unwilling to hurt their stylist’s feelings.

The examples of poor customer service highlighted were varied. Almost half (45%) of women have been disappointed with the outcome of their cut, colour, or other service, with a further third saying their hair stylist hasn’t listened to what they want.

Nearly a third (31%) said their hair stylist has been late to their appointment and 30% believe their hair professional has rushed it. In addition, more than one in five (22%) have witnessed their stylist be rude about someone else and 13% have overheard their stylist be rude about them.

Ripe spoke with a focus group of women who regularly visit the hair salon, of mixed ages and hair types, and asked for their thoughts. They said:

• “You don’t want to say anything because you’ll be accused of being a Karen—and these days that’s just not acceptable.”
• “Stylists can get quite defensive—in the past, I’ve asked for small things to be changed at the end of an appointment and they’ve reacted badly. Everyone’s listening because you’re in public, so you don’t want to come across as that awkward person. I’m not normally shy in saying something isn’t right, but at the salon I feel awkward.”

 Lucy Thorpe, Ripe’s hair and beauty expert, said: “Complaining about anything isn’t easy, especially if you like your stylist, but just don’t like what they’ve done to your hair or something about the service has left you feeling underwhelmed.”

 Top tips on how to complain effectively:

1. Get in touch with the salon as soon as possible – don’t leave it for weeks, or until your next appointment, to complain. The sooner any concerns are raised, the easier the issue is to resolve. If you feel uncomfortable complaining directly to your stylist, ask to speak to the salon manager or person who deals with complaints.
2. Take photos and videos that show the issue clearly at the time you notice it.
3. Don’t go somewhere else to have things put right without speaking to the salon or stylist first, as they’ll understand what they did with your hair initially. If you don’t want the original stylist to handle your hair again, communicate that.
4. Have a resolution in mind on how you want the issue handled. Do you want the issue fixed, a refund or something else? Don’t be afraid to be firm on this.
5. Be clear on what the issue is and try to communicate that honestly and fairly. Hair and appearance can be an emotional topic but try to keep your cool and your perspective clear when you speak to your salon. Your stylist won’t want you to be unhappy with their service and should listen to your concerns without being dismissive.
6. Understand your rights – The Consumer Rights Act 2015 (England and Wales) says that “If a service was not provided with reasonable care and skill or as agreed, the service provider must put things right within a reasonable time and at their own cost.” If this isn’t possible, you should get some or all your money back within 14 days of agreeing to a refund.