Identity Hair Salons & Spa

Their customer service is aweful! You can pay upward of $400. for some of their over priced skin treatments, and you had better hope you don't have any problems because I double dare you to get a return phone call from them!! Their receptionist is aweful - rarely answers the phone and NEVER returns phone calls! more

I book a massage with a new girl. I did not know that she uses her arms vs. her hands. It was a rough massage. I was looking forward to taking a hot shower afterwards only to find there was no shampoo, soap and what I thought was conditioner was lotion. After talking to the people out front all they did was complain about management. I had to ask for some hair detangler which they had to get from someone. Then I waited in the spa area to pay for a while. WHen I went out front they said I had to pay out there. Terrible customer service and bad managment. You would think they would have the basics! more

started going to Identity in December 2009 wanting to try being a blonde from my naturally darker brown hair. Everything went great and I was a regular customer until July 2010 when I wanted to start transitioning back to my natural color (and a 45 minute wait for my scheduled appointment). Low lights were put in and it appear that my stylist, Amanda M., used an ash color after having previously used bleach on my hair. The result? Slightly green hair. It wasn't too bad with the low lights and the highlights. Then, I went back September 2010 and wanted to get as close to my natural color as possible. Well, she just went with straight brown instead of using a red color first. The result? Really green highlights bleeding through the next day. She had me wait over a week since she was out of town to put a toner on it, which seemed to help for about a week. When the green started showing through again, I was told I would have to pay to have it corrected this time. Really?? You make my hair green, after I pay hundreds of dollars for it, and then you have the audacity to tell me I need to pay to have it fixed from YOUR mistake? I have yet to hear back from an email I sent the company giving them an opportunity to remedy the situation before I file a complaint with the BBB. more

In a nutshell - had appt for skin spa treatment. Arrived at 1:30. Receptionist seemed confused that I had an appointment. Took me back to wait. Never greeted by receptionist in skin spa area. 1:40, the woman who I'm guessing was doing my appointment stormed in and starting a yelling fight with the front desk lady about how my appointment was making her late. She stormed past me, never acknowledged me. I asked the front desk lady if I should make another appointment. Without looking at me, she mumbled no. I got up and left. I told the receptionist out front what happened. Not sure if anyone told the manager. I left. I will never go back. A screaming fight is not something you should experience at a SPA! Pros: Pretty decor Cons: Horrible attitudes, lost reservations, no apologies more

I talked in depth with my stylist Ryan. He understood what I wanted so I thought. I spent too much time there. However, when I got home I realized the flat iron he used to straighten my hair caused split / dead ends alI up and down my hair. I had asked for someone who could work with long hair and texturing but he seemed to have a hard time with it. Just barely cutting the ends and not texturing or cutting. I had knotted hair on the ends as he left all the layers untouched and barely trim the ends of my hair. One side was an inch longer than the other. The lengths all varied and layers were just random. I went back and he sliced into one side and cut a piece of my lenght by mistake and then left the other side of my hair untouched. After asking him my to balance and blend in my layers, I am not sure why he would not check to see if the new cuts were even with the rest of my hair. He cut into one side and left the other side untouched so now my hair is 1- 1/2 inch inch longer on one side again. With one side cut into more than the other again. Why would he not check this? He also cut a piece of my lenght by mistake. This is the most upsetting of all since I had tipped him nicely and tried to be very cordial. Why would any stylist cut one side of any person's hair and not make sure it was balanced with the other side? I also called back to talk with him and he did not return my call. I am never going to cut my hair again for at least a year. I have uneven hair and lost my long length. Pros: Nice Stylist Cons: uneven cut and overpriced color more

First I would like to start off by saying that I did not take a "walk-in" haircut on your special day. So, whoever told you that was the reason I was running behind was wrong for telling you that. I had 2 people scheduled before you who had super thick hair and I needed extra time to finish them. I had told them to let you know that I was running behind and apparently there was a communication problem that morning. I did apologize to you for running late and for you not knowing what was going on. I also believe that you left excited and happy with your hair. I did not try to put a damper on your big day nor would I ever want to ruin anyone's experience. Congratulations on your wedding Jane, I hope you have a wonderful life together. more

I love Identity! I highly recommend it since I know all of the stylists that work there. I would trust all of them with my hair. We have had the best training from the top colorist from Soho New York, Joe Blackwell and other top proffesionals. All of the people I work with are very welcoming and friendly! Pros: great stylists with great training. Spa facilities are serene. Cons: sometimes a little busy, but full of life more

Do not rely on Identity for any beauty treatments. I had been going to this Kenwood location for over 4 years and was getting mediocre service. I felt "safe" to have my wedding hair done there along with some of my bridesmaids. Terrible mistake! Tamara decided to take a "walk-in" five minutes before my appointment the day of my wedding. While the rest of my day was too perfect to be true, Identity tried to put a huge damper on it. I am so glad I had blocked 3 hours for this event that should have only taken one. I didn't get sat until 45 minutes after my scheduled time! This appointment had been planned for over 9 months, and I had been going to the same person for about a year. If they can't get a client's wedding day right, what else should one worry about at selfish Identity? more

The good part is that they are open evenings and do take walk-ins. The risk if you walk in is that your choice is a 'new' stylist may be around $20 or a "higher level" stylist for around $60-70. Since I have short to medium-length hair, I've learned to judge stylists on how long you can go without a haircut and still have it look good. Also, I'm very flexible on haircuts -- my hard-and-fast rules being I have to be able to style it easily myself, & it has to look good for my face shape. This has worked extremely well in finding great stylists, & is the criteria which I'm basing the review on. I only had one definite request on this haircut which was I needed to be able to tuck the front locks behind my ears & have it stay so that it was not falling in my face when I was working on the computer or took accounts out to dinner. I even gave an example so that it was clear what I needed for this specific visit. She didn't do it, and it took 5 months to grow it out long enough so that I didn't need a hair accessory to keep it out of my face. Halfway into cutting my hair the stylist mentioned that she's primarily a rep/trainer for Bedhead products. I never would've gone to this stylist if I had been provided that information when asking about her credentials. My hair looked absolutely terrible within 24 hours and I ended up getting it re-cut by my old stylist while on a trip 3 weeks later. My old stylist (downtown salon owner in NE Ohio) was appalled at the job that had been done on my hair, and called it "amateur." He showed me why it was growing out so poorly and where it had been cut wrong. On top of the bad cut, the customer service and friendliness of others in the salon was extremely poor. They were too busy talking to each other to make me feel welcome. I would equate this with a highly overpriced Fantastic Sam's (chain) in nice packaging. Pros: Parking is easy, it's a convenient location, & it's a nice building. Cons: Service, technique, & is very over priced for what you get. more

If you are looking for an excellent stylist for haircolor, I highly recommend Amanda Denny at Identity (Kenwood). I went to Amanda for years before moving from the area and she does a great job. I was always receiving compliments on my highlights. more