Salon Equipment Centre UK Avis 

Very disappointing experience – £1,300 purchase and nearly 11 months to receive my money back

I feel it is important to share my experience with this company so that potential customers can make an informed decision before placing an order.

I purchased a beauty bed from the company for approximately £1,300. At the time of purchase, I was informed that the bed was in stock and would be available for fast delivery. This was also consistent with the impression given by the company’s advertising and the information presented when I placed the order.

However, on the actual day the bed was due to be delivered, I was informed that the bed was not in stock.

This was extremely disappointing because I had made the purchase on the understanding that the product was available and would be delivered promptly. Based on what I had been told at the time of purchase and how the product was being advertised, I believe I was mis-sold the product, or at the very least given misleading information about its availability and delivery timeframe.

The company subsequently provided a temporary loan bed while I waited for the situation to be resolved. What should have been a straightforward purchase turned into a prolonged and extremely frustrating process involving repeated communications, delays and uncertainty over when I would actually receive the product I had paid for.

Nearly eight months after my original purchase, I was still waiting for confirmation of when my actual bed would be delivered. At this point, having already waited an unreasonable amount of time, I requested a full refund.

My request for a refund was initially refused, which I found extremely disappointing given that I had waited nearly eight months without even receiving a confirmed delivery date for the bed I had paid for.

Unfortunately, because I had purchased the bed using a business bank card, my bank would not authorise a chargeback in relation to the transaction. This meant I could not rely on that route to recover my money and had to continue pursuing the company directly.

The company eventually agreed to refund me, subject to the return of the temporary loan bed.

I then made multiple requests for the unused loan bed to be collected, explaining that I was moving house and could no longer store the bed. Despite repeatedly asking for collection arrangements to be made, this became another source of unnecessary stress and inconvenience.

I had kept the loan bed safely and unused during this period and took extensive photographs and video footage documenting its condition before it was eventually collected, with a witness present.

Importantly, I did not actually receive my refund until nearly 11 months after my original purchase.

So, from initially being told that the bed was in stock and would be delivered quickly, to eventually receiving my money back almost 11 months later, this was an extremely frustrating experience.

I am pleased that I have now received my full refund by BACS and that the financial side of the matter has finally been resolved. However, this does not change the amount of time, stress and inconvenience involved in getting to this point.

A £1,300 purchase should not have resulted in nearly 11 months of waiting to get my money back, particularly when I was initially told the product was in stock and available for fast delivery.

I am leaving this review because I would want to know this information myself before spending a significant amount of money with a company.

If you do decide to purchase from this company, I would strongly recommend considering how you make the payment and what protection may be available to you if something goes wrong. In my case, using a business bank card meant my bank would not authorise a chargeback. You may therefore wish to consider using a payment method that provides appropriate consumer protection for your particular circumstances, such as a personal credit card where applicable, and check what protection you have before making a significant purchase.

I would also recommend confirming in writing that the product is physically in stock, confirming the expected delivery timeframe, and carefully checking the company’s terms regarding cancellations, refunds and returns before making payment.

I am glad the matter has finally been resolved and that I have received my full refund, but based on my personal experience, I would not purchase from this company again.

Very disappointed with salon Equipment centre Customer service very poor after service terrible bought a Japanese Spa in Feb wrong headrest send still waiting on right one and now it's June
No plastic hood came with it still waiting

Absolutely brilliant company, bought qn electric treatment bed and a trolley both amazing quality, the staff have been amazing quick responses and very helpful thank you so much

Really good customer service would definitely use again x

My experience has been amazing with SEC as there staff have been so helpful and friendly! Could not recommend more. Jade and Zoe are brilliant!

I opened my salon in June last year, and my original order dates back to March over 12 months ago now. Unfortunately, I’m still waiting on items, with multiple deliveries arriving incorrect or faulty along the way. The product quality has been consistently disappointing, and the customer service has been the worst I’ve ever experienced. I would strongly advise others to avoid.

I have been to a lot of showrooms to choose the perfect furniture for my dream salon, I finally found everything I was looking for with amazing customer service from Megan. Can’t wait to receive my furniture and set it up!

Jade was great at communicating, and been the most helpful, I have had many items from salon equipment center in the past and hoping to purchase more.

Friendly , knowledgeable service . Spacious showroom with lots of stock to choose…

I am extremely disappointed with the customer service I’ve received from Salon Equipment Centre.
I reported a damaged head end on my bed via email on 13th October and was informed the following day that a replacement would take 10 weeks. We are now well past that timeframe - it has been four months - and I am still without a resolution.
I understand there may have been delays due to Chinese New Year or supplier closures. However, this issue was first raised in October, and the delay has continued with very poor communication throughout.
I have had to chase updates multiple times and was told I would receive a response by the end of the day, which never happened. The lack of proactive communication has been extremely frustrating.
What makes this even more disappointing is that there has been stock sitting in the warehouse during this time. My bed could have been replaced rather than waiting months for a spare part. Had I known it would take this long, I would have rejected the bed and requested a full refund from the outset.
After four months of waiting, I have now formally requested a full replacement bed instead of a spare part. I believe this is entirely fair given the excessive delay and inconvenience caused.
I have a full paper trail of emails documenting this matter.
Very poor aftercare service for what is meant to be a professional equipment supplier.

Looking at other people's reviews across the internet, they have also had the same trouble!

Visited the salon equipment centre and Megan was so kind and helpful with showing me around! Highly recommend speaking to Megan if going! :)

visited for a helping hand with some new salon equipment, megan made the experience so lovely, went through and explained everything so well and was happy to answer any questions i had! highly reccomened!

They will lure you in as if they’ve got stock there that’s ready to be delivered in 3 to 5 days they do not say that the stock is not actually available. I made it explicitly clear that the stock needs to be delivered next week and she said yes yes we’re gonna just include the availability there and then once they’ve got the payment said that the stock is not available for 12 weeks and it’s nonrefundable

we even asked what else they have that’s available to try and be easy-going and they’re essentially just trying to lock into these contracts while they order stuff from China

if you’re gonna wait 12 weeks you can just go direct to China you don’t need to use this middle my company they do not follow consumer rights.

Megan holding onto the fact that in some small print apparently they’ve said that something was on a container

however it was very very obvious that we wanted the stock to be delivered next week. We made this clear in multiple emails but DELIBERATELY DECEIVE to lock in their sale

I asked about the availability verbally on the phone and she said yeah if there’s anything that’s not in stock will let you know and asked multiple times for the delivery to be next week and did not once get told it’s not possible by email
did not hear a single response about it until all the payments have been finalised where she said actually, it’s in 12 weeks time.

Obviously, no one wants to stock in 12 weeks time and now she’s trying to say that this is a B2B contract and we will not refund you your money so if you think Consumer rights this company will try and get out of it. We received 0 items and they are refusing to give a refund

To make it worse they even say these items are sold as seen and on sale to further suggest they’re ready and available . No. They’re just ordering from china once you pay them.

We ordered 2 backwash units, and unfortunately one was damaged in transit. They had no issue with replacing the damaged parts though and customer service was great! They look beautiful in our new salon

I have personally received bad customer service from this company.
They have been polite on the phone however, I have to keep chasing them to get answers!
I've now had a faulty item since April and I'm still waiting on a piece of the furniture to be replaced. I have received no updates apart from when I phoned and asked how long I'll be waiting. I've been waiting months longer than they said.
It seems to take around 2 to 3 weeks, 3 phone calls and 3 emails to get somebody to answer!
They have no sense of urgency to try and put things right when it comes to complaints.
These are expensive pieces of equipment and for us it was a big investment but the whole Experience has been disappointing.

Before considering using SEC, PLEASE carefully review the below and avoid the crippling issues we have encountered. Also please note that this company receives c. 50% of its reviews at 1*, which should clearly signal to all that avoiding them is a must.

As for the vast majority of these reviews; the quality of the equipment delivered is superb but the approach to customer service and accountability, when challenges present, is the worst that I have encountered in any interaction.

We ordered c. £18,000 worth of equipment with SEC. Our early engagements were excellent and they couldn't do enough to support us. However, once the deposit was received, their approach was unprofessional at best and outright deceitful at times.

We ordered bespoke equipment built to specific dimensions. We were quoted 10-12 weeks delivery time. We planned business opening events and trade support to meet these timings (with sufficient and sensible additional time factored-in to accommodate any reasonable delay).

c. 6 weeks into having placed our order we sought an update to support planning. In doing so, it was identified that a large, expensive and business critical item within our delivery had been incorrectly ordered i.e. it had not been ordered to the dimensions specified. On highlighting this and seeking resolution, we were informed that no specific dimensions had been received for the item. We replied with the full audit trail offering the dimensions and, for a lengthy period, soliciting a response proved impossible - our calls were not returned and no attempt was made to elevate this significant issue, which threatened the business opening times we had committed to (publicly and financially). Instead, SEC's approach was to ignore our challenge and, instead, focus on avoiding accepting any responsibility for the issue. Despite our repeated presentation of evidence that the bespoke dimensions were presented, SEC refused to accept any culpability. They then, eventually (a number of weeks on) presented options to us - these included ordering a new items 'to the correct dimensions' and accepting a discount (in the form of a credit note) on an alternate item - a clear acknowledgement/admittance that they had made a mistake.

We elected to re-order (to the correct dimensions) and delayed opening - with significant financial and repetitional impact to our business. We were quoted 10-12 weeks for delivery and re-planned accordingly.

The unit was finally delivered 15 weeks after order.

We took time to describe to SEC our challenges, from beginning to end, with the tandem hope that we could support them in rectifying the clear issues with their approach to customer service (again, look at the broader reviews and their themes) and solicit at least an apology (we also hoped for some form of small compensation - if only as a gesture of apology and acknowledgment of the distress they have caused us).

The issues did not stop there. When the main body of the order arrived, we received a call (from a 'Tracy') instructing us that we must inform the finance company that we had received the full order i.e. including the item not yet delivered. This was to ensure that the finance company made payment to SEC. We refused - this was clearly fraudulent and would have left us completely exposed. Instead, we insisted that the finance company (who found SEC's conduct utterly incredulous and supported our stance) split the items correctly into separate agreements. As a consequence of this, SEC still held our deposit and refused to release it (despite promises that they would) before the equipment was fully delivered.

When the final item arrived, it arrived by a single person courier with a kerb-side delivery - for an item of over 200kg in weight.

We predict a response from SEC to this review which avoids accepting any responsibility for their incredibly poor performance which has impacted our business sufficiently - this should only prove to underscore the points we have made and issues, with their non-existent, clumsy and unprofessional customer service, which we have carefully and accurately outlined.

We are now devoting as much time as we can spare to assisting others avoiding this company and our heartache - we are compelling our other suppliers to suggest to their broader client base that this company should be avoided at all costs and presenting honest reviews as broadly as we are able.

If you have received similar (lack of) support from SEC and encountered their appalling approach to delivering to their agreed position, please join us in adding an honest review to ensure others are protected from this unprofessional arrangement.

I ordered a beauty bed (for which I paid £1302) and quickly realised I needed to cancel — well before it had been shipped. I contacted the company immediately, expecting a straightforward resolution.

Instead, they flatly refused to cancel or refund, claiming it was a business order — despite the fact I paid from a personal bank account, was never asked if this was a business transaction, and am not VAT registered. They’re using this technicality to strip customers of any consumer rights.

What made it worse was the complete lack of communication. I followed up multiple times and was completely ignored — not even the courtesy of a response.

They’ve shown zero accountability, zero flexibility, and absolutely no customer care.

At this point, I have no bed, no refund, and no answers.

This is not how a reputable company behaves. They’re hiding behind small print instead of doing the right thing. If this is how they treat customers before an item is even shipped, I dread to think what happens when there’s a real issue.

Avoid at all costs.

Excellent service from Jade in ensuring I got the products I needed. Very pleased!

We visited Salon equipment centre looking to purchase hairdressing chairs, basins and matching foot rests. The team were incredibly friendly and helpful.

Jade was fantastic at going through everything and informing us what was in stock in time for our short timescale.
Thank you Jade for all your help and patience today x

Zoe was absolutely amazing on our visit today to Salon Equipment Centre! We drove from Nantwich to kit out our salon Rosie’s Beauty and fell in love with everything! Zoe was very helpful, so kind and accommodating and even made us a beautiful cup of tea!