Downtime Salon & Spa

Positive: Communication, Professionalism, QualityI have been going to Downtime Salon and Spa for about 1 1/2 years now. I have been following stylist Rachael ever since she was in beauty school at Empire. From the first time she did my hair when she was just learning, I was always impressed and loved my results. In fact, my hair was damaged due to overprocessing and she brought it back to life. Using conditioning treatments every time with my color, my hair is now so healthy. I have very dark hair and have gotten highlights at times. Every time the highlights were perfect and just what I asked of her. Other times I chose all over color with a red tint and the color looks so rich and amazing. That is how it is now. I was there this week and was greeted right away with a smile. The wait time was just a few minutes and then Rachael called me back. She is professional and kind and truly cares about her clients and their needs. Her goal is to make everyone feel beautiful! I know she has told me that she goes to shows and classes to always stay on top of the latest trends and techniques. I always enjoy my appointments and the relaxing atmosphere and friendly staff. I look forward to my next appointment at Downtime with Rachael !I have been going to Downtime Salon and Spa for about 1 1/2 years now. I have been following stylist Rachael ever since she was in beauty school at Empire. From the first time she did my hair when she was just learning, I was always …More

I have been going to Downtime Salon and Spa for about 1 1/2 years now. I have been following stylist Rachael ever since she was in beauty school at Empire. From the first time she did my hair when she was just learning, I was always impressed and loved my results. In fact, my hair was damaged due to overprocessing and she brought it back to life. Using conditioning treatments every time with my color, my hair is now so healthy. I have very dark hair and have gotten highlights at times. Every time the highlights were perfect and just what I asked of her. Other times I chose all over color with a red tint and the color looks so rich and amazing. That is how it is now. I was there this week and was greeted right away with a smile. The wait time was just a few minutes and then Rachael called me back. She is professional and kind and truly cares about her clients and their needs. Her goal is to make everyone feel beautiful! I know she has told me that she goes to shows and classes to always stay on top of the latest trends and techniques. I always enjoy my appointments and the relaxing atmosphere and friendly staff. I look forward to my next appointment at Downtime with Rachael !

Critical: QualityI had gone here to get a pedicure. It was the worse pedicure I ever received. I thought I would pay for a nice pedicure, somewhere clean because of everything going on. Well I was wrong. It is a clean place however they don’t scrub your feet! My nails were painted nice but I had dirty feet still. I wanted them scrubbed. I was 40$ for a paint job basically. I do not recommend getting your pedicure here. I would rather take my chances getting a fungus somewhere else .I had gone here to get a pedicure. It was the worse pedicure I ever received. I thought I would pay for a nice pedicure, somewhere clean because of everything going on. Well I was wrong. It is a clean place however they don’t scrub your …More

I had gone here to get a pedicure. It was the worse pedicure I ever received. I thought I would pay for a nice pedicure, somewhere clean because of everything going on. Well I was wrong. It is a clean place however they don’t scrub your feet! My nails were painted nice but I had dirty feet still. I wanted them scrubbed. I was 40$ for a paint job basically. I do not recommend getting your pedicure here. I would rather take my chances getting a fungus somewhere else .

Positive: QualityI have been going to downtime for ~ 2 years now and have been seeing Rachael for about 4!I live in Philadelphia and drive 90 minutes to get my hair done for one reason only: Rach.She is absolutely incredible at what she does and my hair always looks like movie star quality. I always get so many compliments. Sometimes I’ll take in a picture of something specific, other times I’ll tell Rachel to just roll with it and she NEVER disappoints!!The professionalism by all spa employees is unmatched and I look forward to my next appointment!I have been going to downtime for ~ 2 years now and have been seeing Rachael for about 4! …More

I have been going to downtime for ~ 2 years now and have been seeing Rachael for about 4!

Positive: Communication, Professionalism, QualityI haven’t had my hair done in over two years. I booked an appointment with Rachael and she brought my hair back to life! I went in with dull medium brown hair and I came out with shiny healthy dark brown hair. This is just what I needed to make me feel better about myself during this pandemic! I highly recommend booking an appointment with Rach!I haven’t had my hair done in over two years. I booked an appointment with Rachael and she brought my hair back to life! I went in with dull medium brown hair and I came out with shiny healthy dark brown hair. This is just what I needed to …More

I haven’t had my hair done in over two years. I booked an appointment with Rachael and she brought my hair back to life! I went in with dull medium brown hair and I came out with shiny healthy dark brown hair. This is just what I needed to make me feel better about myself during this pandemic! I highly recommend booking an appointment with Rach!

Critical: QualityI went in on Wednesday to get a color and cut. I was seen by Rachel. My hair hadn’t been touched in 10 months so I had about 4 or so inches of regrowth and was looking to do a big chop on my hair. Most of my hair was a light blonde but my roots were about a medium brown. I wanted a uniform color of medium blonde hair.Rachel did a great job with the cut. One of the best haircuts I’ve ever gotten. She listened and did what I asked. I was pleased with that.The color job was the worst I’ve ever gotten. She made my roots DARKER than I came in (they’re almost black now–I was trying to get them blonde) and the blonde I spent years achieving she made a brassy medium brown. I wanted to try to give the color a few days, but as I’ve washed it, it’s just gotten brassier and grosser. I don’t understand why she would dye my medium brown roots almost BLACK when I was trying to get them blonde. My hair looks worse than when I came in on Wednesday. Rachel even realized she messed up and offered to correct it if I wanted her to, but couldn’t on Wednesday. I told her that I wanted to give it a few days because sometimes it just takes time to grow to like a color/cut.When I decided Friday I hated the color, I called the salon and spoke with Megan. She told me that Rachel wasn’t in yet, and she would put me on the wait list and would have Rachel call me at 11:00 when she came in. I had called back prior to 11:00 to give more availability for myself, and was met with sighs and huffs and puffs from Megan. The apathy was clear. I never got a call. I called back at 1:00 and got voicemail. I finally got a call back at 1:45 and was told that Rachel “can’t fit” me in until Sunday night. I originally was going to go and wait, but I honestly don’t trust Rachel to not mess up my color more than she already did. I also think that in these situations, an unhappy customer should be prioritized. If Rachel couldn’t do it, someone else should have. There’s no reason why I was pushed off for days, my calls not returned, etc. Some of the worst customer service I’ve ever experienced.I have had multiple people ask me what the hell was I thinking with this color and why did I let her do it? When she was dying it, I questioned the color and she told me that all was good and it just “looks darker” when the dye is on. I firmly believe she used the wrong dye. How you try to lighten roots and get them darker is beyond me. Other salons I called profusely apologized for the situation. They felt horrible for me and can’t believe the unprofessionalism and horrible job. I am so glad I found someone to fix it today (Saturday).I will not be back. I asked for a manager to call me back but I highly doubt that will happen, either.Edited to add 4 months later and I never heard back from the manager. Shock. Do not go to this salon; they do not care about their customers.I went in on Wednesday to get a color and cut. I was seen by Rachel. My hair hadn’t been touched in 10 months so I had about 4 or so inches of regrowth and was looking to do a big chop on my hair. Most of my hair was a light blonde but my …More

I went in on Wednesday to get a color and cut. I was seen by Rachel. My hair hadn’t been touched in 10 months so I had about 4 or so inches of regrowth and was looking to do a big chop on my hair. Most of my hair was a light blonde but my roots were about a medium brown. I wanted a uniform color of medium blonde hair.