Enrich Salon Bellandur — Platinum Customer Escalation: Unresolved Product Exchange & Customer Experience

Address: 148, Cherry Lane, Outer Ring Road, Green Glen Layout, Bellandur, Bengaluru, Karnataka 560103, India.

Website: [email protected]

I rarely write negative reviews, but my experience at Enrich Bellandur has been so disappointing that I feel other customers should be aware.

Within just three months of moving to Bangalore, I became a Platinum customer, trusting Enrich as a premium salon. Unfortunately, this experience has been anything but premium.

I purchased a ₹4, 600 hair mask based on my stylist's recommendation. Within 24 hours, the same salon recommended an alternative treatment, making the product unnecessary. Since the product was unused, unopened and factory sealed, I returned it immediately. Mr. Naveen at the reception accepted the product without any objection.

This is where the ordeal began.

If there was genuinely a "no return/exchange policy", why was the product accepted back in the first place? Weeks later, to the best of my knowledge, the product is still lying at the salon. I have neither received the product back nor been allowed to exchange it.

All I requested was a simple adjustment of the ₹4, 600 against products of the same or higher value, with me happily paying any difference. Instead, I was given contradictory explanations at every stage.

I was told the alternate shampoo I wanted was unavailable anywhere in Bangalore and that it would be personally delivered to my home once it became available. Yet, when I visited the salon, I found two bottles of the very same shampoo on display, picked them up myself and handed them to the receptionist. I was left wondering why I had been told otherwise.

Rather than resolving my genuine request, I was repeatedly encouraged to purchase a ₹50, 000 Dyson hair dryer, despite clearly declining twice, with offers to adjust my credit only if I bought it. I found this to be unnecessary pressure to purchase an expensive product I neither wanted nor needed.

To add to my concerns, I also noticed rats inside the salon, which was unexpected for a premium establishment and raised serious hygiene concerns.

I also attempted to resolve the matter through Enrich Customer Care before writing this review. Ms. Saher Khan acknowledged my complaint, took my registered mobile number and informed me that someone would get in touch. It has now been over a month, despite three follow-ups, and I have received no response, no update and no resolution. The complaint appears to have simply been left unattended.

After weeks of follow-ups, I have finally given up because I simply do not have the bandwidth to keep chasing what should have been a straightforward customer service issue. What concerns me most is that the salon accepted my sealed product, continues to retain it, yet has neither exchanged it nor returned it to me.

My advice to prospective customers is simple: be cautious when purchasing expensive products based on recommendations, ask for the return/exchange policy in writing before paying, and retain every bill and communication.

A premium brand should be judged not only by the services it sells, but by how fairly it treats customers when something goes wrong. Sadly, that was not my experience.