I posted this review as part of my previous post, but I thought I’d post it again on its own to make sure it comes up in search results for Moga salon and to make sure that other girls living in London won’t make the same mistake.
I don’t often write bad reviews, products that don’t work for me might work for other people. But bad customer service is never good. And I had a really bad experience at Moga.
I went in to get Yuko (Japanese permanent hair straightening). I decided to go to a Japanese salon as I thought they would be experts. It was also significantly cheaper- about £100 cheaper than in other London salons. While I’m loving Yuko, Moga is not a good salon. I also went back to Moga two weeks ago for a haircut. I thought that since now my hair is straight I don’t need to spend a fortune on a haircut to make it look good. I was wrong.
Moga is a name of a famous hair salon chain in Japan. The one in London probably just uses the name and is not related to the Japanese chain. It’s quite well known amongst Japanese people living in London. Some of my non-Japanese (gaijin) friends have heard of it as well.
So after two visits what can I say about Moga? Poor customer service.
Even though they have Western models on their website they are NOT gaijin-friendly. I know the manager speaks good English but I was stuck with a girl called Mia both times. And she doesn’t speak English. At all. And I mean at all. How do you become a hairdresser in London without knowing the English word for ‘layer’?! To be honest I don’t think she knows what a layer is in any language cause when she cut my hair her technique was like I imagine a 5 year old would approach cutting hair. I was really tempted to ask to see her qualifications.
I heard other hairdressers chatting with their clients, so I know that other people at Moga speak the language and make an attempt to connect with their customers. The salon manager seemed really lovely and friendly. However, for some reason the receptionist insisted on booking my appointment with Mia.
And this brings me to the main reason why I would not recommend Moga to anyone: when I asked the receptionist why she didn’t get someone who speaks English to cut my hair she said that it’s a Japanese salon for Japanese people. Message received – non-Japanese not welcome!
And then there was the way she cut my hair… it took me 2 years to grow out the last bad haircut. I have a note from a good hairdresser I used to know and I always bring with me – it has clear instructions on how to cut my hair. I’ve show it to many hairdressers in the past and they all got it instantly. No surprise, Mia didn’t. This is probably the worst haircut I ever had. Any other hair salon I would go back and complain. But with Moga there is not point cause they won’t understand me anyway.
One of the most amazing things about Japan is their customer service. They are the best in the world when it comes to making customers feel special, taken care of and appreciated. Japanese people are also famous for their punctuality. Moga doesn’t do Japanese- style customer service. It’s just a horrible and frustrating experience: customer service is poor and they don’t understand what you’re saying. And they even make you wait. It’s pretty clear they are not looking to expand their customer base to gaijins.
I will definitely not go back to Moga. And I don’t recommend it.