"Absolutely amazing salon"

Absolutely amazing salon, modern with beautiful decor. The most thorough wax with professional, friendly staff. They also offer a monthly membership plan with great VIP perks.

"The best waxing salon in Cardiff"

Everyone at MadameWax is absolutely lush. They are very professional and attentive. They always make sure that I am comfortable and accommodate me in any way they can. I couldn’t recommend anyone more than them.

"The best waxing place ever!!"

The best waxing place ever!!! I’m
So shocked by some of the reviews. I’ve recommended so many people who have all become regulars. The company are strict on cancellation, but surely that’s not a reason to give a bad review. They are a small business. I can’t recommend them enough! Clean, professional and perfectionists.

"Biased business ethics !!!!!"

Actual treatment fine, but business model similar to that of a production line. One in, one out, in rapid succession.

Abysmal treatment plan cancellation policy. Heavily weighted in the company's favour.

No notice that therapist had left. Future appointments spread across multiple therapists without consultation.

Tried to cancel with 3 weeks to next direct debit date. Company refused request. Charged £50 for no appointment. Totally impossible to negotiate. Unjust and unreasonable. Motivated only by financial gain with no customer service skills. Would not recommend them.

"Rude and unprofessional"

Waxing is great, but cancellation policy is poor. I was called into an urgent work meeting and was unable to attend my 4.30 appointment. At around 3pm I rang to say I couldn’t make it, and they reluctantly gave me another appointment at 5.30pm. Unfortunately, the meeting was much longer than anticipated, I was actually being made redundant and was not necessarily thinking about my wax appointment. I received a missed call at 5.30pm and then saw that £55 had been taken from my bank account. As far as I was aware, I had verbally booked a Roxy, which is £31 during my last appointment which was also a Roxy. I rang to explain this but was told by the person on the phone that I had definitely booked a Dita. I tried to explain that I would not have booked a Dita, i have tried a Dita in the past and could not get through it… I would never book at Dita. I was told that I had definitely booked a Dita and that there was no way that it could have been a mistake and the person argued that I must have said Dita, which I definitely didn’t. The only way that it could have been booked as a Dita is if the person booking the appointment either misinterpreted me or selected the incorrect wax. Without any confirmation of the appointment I was unaware that a Dita had been booked for me… it was not verbally confirmed as a Dita at any point during the booking process at the desk and I was not aware that my appointment was booked as a Dita until the payment came out of my bank. The person I spoke to then left me a very unprofessional voicemail after speaking with her manager, telling me that there was zero chance it could have been booked in incorrectly due to the many steps in the process of booking. I will not be coming back to Madam Wax and I feel incredibly disappointed in the way that I was spoken to during a very stressful day.

"This company only cares about taking your money"

I have been a loyal customer of Madame Wax for many years however after my experience today our relationship has come to an end. The company has a rigid and inflexible cancellation policy, which despite having followed diligently for years, the first time I fall foul of, they penalise me to the max.

I tried to rearrange my appointment online with more than 24 hours notice but because of the treatments I had selected, the computer wasn’t offering me any new dates. I wasn’t able to speak to anyone as it was a Sunday and they were closed. As I didn’t want to rearrange all of my appointment, just 1 of 3 treatments, I assumed a degree of common sense and leniency for the difficulty I had faced would be followed. No such luck! When I spoke to the salon by phone in several hours in advance of the appointment I was repeatedly told that there is no flexibility on the policy and that I would be charged for my appointment in full. I am amazed that a company would not consider cancellation on a case by case basis. By all means charge those that make an appointment and then fail to show, I understand that this is frustrating for business trying to make a living, but for people with genuine unforeseen circumstances, some leniency should be allowed. Would they have been as harsh if I had suffered a medical episode and been hospitalised? Or if I had suffered a bereavement? To have a policy and enforce it so rigidly shows that this company values taking your money over the customer experience. To add insult to injury, if I had left a voicemail or an email, then the cancellation fee would have been negated despite the fact they would not have been aware until the Monday morning. Why would you not give a loyal customer the benefit of the doubt for their first offence?

To add yet more insult to injury, when I arrived for two thirds of my appointment, the waxer I had booked wasn’t even available as she was unwell. I wasn’t made aware of this in advance. Despite having booked an intimate wax, it was assumed getting the job done would be number 1 priority and at no point was I offered an alternative appointment if this made me feel uncomfortable.

In the end, the treatments I were able to have were done by the owner, who I think was aware of my discontent from earlier in the day. She advised me again that I would be charged for the third treatment and despite my response which clearly indicated there had been a saga and that I wasn’t happy, made zero effort to find out what was going on, or try and put things right.

I left £64.00 lighter for an eyebrow and lip wax. I feel truly ripped off, mugged one might say. Would it have killed their business to have shown some flexibility to a loyal customer? Probably not but they have lost sight of the bigger picture here and in turn, my custom.

"2 year customer with not even one bad experience"

I have been going to Madame wax for Hollywood waxes for about 2 years now. Kata is the lovely lady who sees me for every appointment now and she is just absolutely wonderful. Going to a wax appointment has never been more comfortable and considering its an intimate wax this is so so important so I am so happy that I found Madame wax. Kata always ensures the wax is as perfect as possible and is so friendly and easy to chat to during the appointment. She is patient and always reminds me to take care of the area between appointments (which i am not great at lol). I have seen her so many times now that now I am so relaxed when I go in and she knows me pretty well and we can just have a laugh. The appointment is over quicker than you'd expect. However, there is never any rush, I always leave with a packet of cream for the area and am offered a drink before and afterwards. I am so sad that I am going to be leaving Cardiff this year purely because I have no idea where I am going to get my waxes once I leave. My waxes before I came to Cardiff were never as perfect as they have been with Kata - my waxes are literally spotless whenever I leave. I have recommended them to my best friend and she had the exact same to say about them. This is the best place to get your wax so genuinely don't waste any more of your time looking elsewhere!

"Donna @ Madame Wax is the absolute BEST. Hands. Down."

I have been having intimate waxing for about 2 years and after being with one lady and them being extremely painful and finding the wax way too hot and being bruised and burnt I decided to try Madame Wax. I have never been so PLEASED. I felt like I was being waxed on the least hairiest part of me. I literally felt such MINOR discomfort I could have sat through it for hours.

I had my wax with Donna and she was absolutely lovely. Full of chat which I absolutely love because it takes my mind of being spread eagle infront of someone I barely know lol!

I really recommend everyone try Madame Wax due to professionalism, cleanliness, hygiene and to experience such a beautiful salon.

I feel as though some of the bad reviews are unfair.

Anyway, Madame Wax is fantastic.

"Do not go."

Do not go.
It was my first experience getting professionally waxed and I decided to book a package. I explained when I arrived that I knew I had sensitive skin but thanks to a hormone imbalance, my hair is getting thicker, which is why waxing has been advised. They offered no comment or advice, except that I was brave to book a package.

The woman used two types of wax, one hurt more than the other, but she refused to use the wax that hurt less on my legs, even though I had started crying (something I have never done before through pain and I was highly embarrassed about) and that my legs were bleeding. The wax she was using didn't remove much hair and she said it may need another session, since my legs were red and starting to rash already.
I said it was too painful for me to go through with the whole treatment, but she said that I still had to pay for the areas I had booked because she had alloted the time. I can somewhat understand that, but if you had gone to the hairdresser and changed your mind about the style, it would not be the same policy. I did not go through with the rest but I paid what they asked.
This was done a year ago and I have not tried waxing since, or forgotten about this awful experience. This company has no care for customers and is only interested in money. You will never see another penny from me and I have told all of my friends in Cardiff who wax to never use you. Do not waste your time with this awful company, I wish I had not.
I did formally complain over the phone afterwards and the manager asked what they could have done different. Using the wax that hurt less for a first time waxer and weening me to the usual wax and offering for me to complete my package in separate visits who have shown care for your customers. Thanks for putting me off waxing, Madame wax.

"Stay away from this salon"

Stay away from this salon. I’ve been a loyal customer of this salon for a number of years however the service and care they have displayed this last 6 months is nothing short or appalling. Unfortunately due to my son having a chest infection I cancelled an appointment online within appropriate timescales. I was then harassed on the day of the appointment by 6 phone calls and two separate emails to pay the fee of an appointment I had cancelled or re-attend an appointment that day - my baby was unwell! I advised the salon I was seeing to an unwell baby and was happy to pay the fee but would not return to the salon.
This morning I was sent an appalling email from the salon manager telling me I was ‘disgusting.’The manager did not call me to discuss the incident, understand the facts, or offer an apology for the way her team member spoke to me. The salon has since blocked me on social media and have since accused me, of swearing and behaving inappropriately towards their staff. Management set the tone from the top and this company’s management is appalling. Staff attrition is a genuine issue -they are bullied, the staff are not appropriately educated on correct timescales associated to what you should and should not wax. The manager also feels it’s appropriate to bully customers. Stay away