Brush Salon Avis 122

Was supposed to take a few days to deliver. It ended up being few weeks, and having to call several times to try understand what was happening.

I was just picking up product at your East Broadway location and there was a flutter of activity at the front reception. Everyone was sooooo friendly and pleasant and helpful. It was a 5 star experience. I left all smiles. Thanks, folks, at Brush Salon.

Nice service

I purchased over $300 in product and almost two weeks later it still hadn't shipped. I cancelled the order. The company said the package was with Canada Post when it was not. Only a label had been generated. After five days the label expires. Poor and unacceptable customer service. A bad experience. A never again experience.
Order was cancelled and money refunded. Too bad. They lost a customer.

I never received the product. Never was shipped

I ordered a hair product for pick up. I was excited to find it locally and impressed by the website.

After 19 days, failed tracking and 3 unanswered follow up emails, I received notice that my item was “ready” (still no answers to my emails).

When I arrived at the Gastown salon, the Receptionist was so confused - asked me if and how I was notified and then dug around a cupboard while I observed 2 units of the product I had ordered weeks ago on the shelf next to the front door . I could have saved myself the time, effort and parking circus in that area by running in and purchasing it myself in seconds. And I could have used the product too !

I prioritize supporting local, but this experience backfired - never again.

Brush Salon carries the products that I require. Ordering was a breeze and shipping was very fast. I have ordered from Brush Salon at least 2 years and very impressed with their service. Thank you.

Slow shipping, item pricing keep going up

since you're asking...I took the time to fill out your online questionnaire to match me with a stylist, and even uploaded a picture. When I went for my appointment, I asked the stylist if she had seen my profile, and she had not. Why did I waste my time???

When I booked my appointment, I was asked for a credit card number. This is highly unusual and I do not give my cc number over the phone, I'm not even sure this is legal. I did, however, give my gift certificate number to the receptionist.

I went for my appointment. The stylist told me that she never cut an assymetrical hairstyle before. That did not reassure me at all. Nevertheless, she cut my curls as I asked.

I went to pay my bill, and the cashier informed me that my gift certificate was only valid for online purchases. I was never told this when I booked, and the gift voucher does not state that anywhere.

I was called by your staff, and after a few back and forths, they gave me a link to pay with my GC and pay the extra charges. This too was a problem that took a couple of days to resolve. I was charged 2 taxes instead of 1, and they added taxes on top of the tip.

You can understand that I am quite frustrated with your salon. With the terrible experience I had, I will not be recommending you to anyone I know.

Would definitely buy from the salon again! I loved that they could ship to the US. There was a slight delay due to customs, but nonetheless, I received the order and the owner of the salon also sent me an email letting me know about the delay. Love the product and would definitely purchase again!

Great product range and excellent customer service

Always such an outstanding experience. Tyana is such a wizard with hair cut and colour. We always have a few good giggles about everything and nothing! Her assistant, Kim, gives the best shampoos, Tyana level head massages too. Love this salon!!

If I could give them ZERO stars, I would.
(Edit to add dates and to publicly state that documentation has been provided to Trust Pilot after the salon shamefully tried to hide what happened and get my review taken down.)
-> They overcharged me on my first online purchase in Dec. 2021. I had to complain and make sure they followed through = Waste of time. Wanted to support local, and they had given me $10 credit to use in the future - second purchase, years later, ordered May 11 2025 and they ship me an intimate item that I didn’t want, acknowledged their error and then took OVER SIX MONTHS to give me my money back (refund finally provided on Oct. 16th 2025)- more than one email and phone call per month to get my money back, which they agreed to, sent the product back - crickets… and then they tried to give me a credit (Sept 29th 2025) instead of the refund they had promised (June 5th 2025). I tried to speak with the owner after the manager botched helping me and multiple calls later, crickets again. HORRIBLE customer service (NO customer service?) I will NEVER shop there again. If you don’t want to waste hours and hours of your life, and have a second job to keep them accountable… don’t shop there either. Shameful behaviour for a company from one that claims to be women friendly, making me feel ashamed at every turn for trying to hold them accountable… battling them saying they can’t return an intimate private item that they should never have shipped me… gross. The last time I needed was more invisible load, effort away from work and away from my kids with the assumption that I could just float the company 3 digits for over 6 months. Shame on the owners. The manager finally agreed to give me the refund that he had originally said he would give me, and said that he would let me keep the credit that he had issued me previously as goodwill to come back - after 6 months of free work to hold them accountable, I agreed. He then did issue a refund, but cancelled the credit making it $30. I called the female front desk employee at the salon (name omitted in edit upon request) and asked that the owner call me, crickets... I could have told the owner how they could have made this experience better but they refused to call me back, clearly didn’t matter to them. You deserve to know that.

Love the products on the brush website. The packaging is special and it arrived quickly!

Not good it caused me hairfall

I was able to get my favorite hair products at a great price at Brush Salon. The staff were incredibly friendly and welcoming. I’ll definitely be ordering from them again in the future.

Price great

Highly professional, friendly and creative!!!

Excellent service and product

Quick shipping and the items are packed well.