Pregnant hair salon owner left in tears after customer sends ‘horrible’ email


The owner of a hair salon in Swansea has shared an upsetting email she received from a customer after cancelling an appointment due to a “disruptive and confrontational” consultation

'It's Science' Swansea hairdressing salon
‘It’s Science’ Swansea hairdressing salon

The owner of a hair salon in Swansea has shared an email she was sent after refusing a customer future service.

Gemma Amura, who owns ‘It’s Science’, a technical vegan hairdresser, said she received the “horrible” email after cancelling an appointment following a “disruptive and confrontational” consultation.

‘It’s Science’ is a 100 per cent vegan, gender-neutral and inclusive salon which prides itself on its mission statement “to make everybody feel like somebody”.

Following a phone conversation between the customer and Gemma, a strongly worded email was left on the salon’s email, describing the owner as a “little brat”, reports Wales Online.

The email left Gemma in tears


Gemma Amura)

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Gemma, who is six months pregnant, was “left in tears” after reading the strongly worded email.

She argued that the ethos of her salon and initial meeting with the customer prompted her decision to cancel the future appointment.

“When the person came into the salon, they were disruptive and confrontational, I was already in an appointment with another customer and we have allocated time slots as part of our Covid measures,” the 36-year-old said.

“The safety and comfort of my workers alongside my customers has always been my main priority and on that day she made not only my staff uncomfortable but the clients I was already dealing with.

“They had been asking for me by name and making comments about having a haircut in Swansea, the salon prides itself on being an open and welcoming safe space and on that day it wasn’t.”

The customer sent a strongly-worded message


Gemma Amura)

Because of this, Gemma decided it would be best to cancel the future appointment, but this resulted in an email airing the customer’s complaints including personal attacks on the salon owner’s character.

A screenshot of the email was shared on social media.

It read: “I actually find it pretty hilarious that you thought I would still come to the appt after your disgraceful behaviour, I was quite nervous anyway about risking a tacky Swansea hair salon touching my hair as I normally go to brooks and brooks in London, but after meeting you I just thought I’d not turn up to match your ignorance.”

The message went on to criticise the hairdresser’s decision to return to Swansea after working elsewhere arguing “its fairly clear from meeting you, your attitude most likely got you kicked out”

Another snippet from the email


Gemma Amura)

The customer then goes on to list their version of the events so that the owner can “maybe grow a little”.

It did not stop there though, as the customer complained they “tried to make things nicer” and find a solution but “incorrect information” led to the situation.

They added: “People like you always know they are wrong deep down and feel ashamed of their behaviour but act ignorantly as an easy get out and you probably live in denial with most areas of your life.

“Hopefully one day you’ll wake up and realise what a disgrace you are and change. I’ll keep my fingers crossed for you. All the best little brat” they said.

The letter greatly upset Gemma, but she’s now planning to put the unfortunate situation behind her, saying: “I’m really proud of where I am from and we hear comments talking about Swansea in a negative light, as if it is any different where other salons are based.

“It’s just a more difficult time for everyone, that community feel has gone to an extent during the pandemic and small businesses have to stand by their morals otherwise we won’t last”

“It just speaks for itself, I don’t want conflict with anyone so we are leaving it at that and putting it behind us, its not who we are as a salon and my priority is my team.”

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George Holan

George Holan is chief editor at Plainsmen Post and has articles published in many notable publications in the last decade.

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