Our Commitment To You

Highest focus on customer satisfaction

We do our utmost to ensure that your experience at Genco is uplifitng, is of a high quality and the hairdressers and therapists you meet are knowledgeable, professional, and extremely good at what they do. However, in any service business there are occassions where we may misunderstand, or get things wrong – we are committed to excellence but we can’t be perfect all of the time.

Our commitment to you is that we will take all reasonable steps to ensure that if things do go wrong we try and make it right or compensate in a way that dissipates any residual ill-feeling you may have. We have a very simple complaints procedure and all complaints are dealt with promptly and in a way that causes the least amount of embarrassment. All we ask, is that you do take the obvious first steps to speak to your therapist/hairdresser first, and then escalate it to the managing director if required. Email addresses and telephone number of the management is available below on the tab ‘Complaints Procedure’.

Meet Bharat our Managing Director

Bharat started Genco Male Grooming in 2007. His dream was to create a professional and friendly environment for men to get the same kind of services that women had been enjoying for years. With a background in brand marketing, Bharat is dedicated to making your experience at Genco a first class one. It’s for this reason that he takes personal pride in addressing any complaints that his team might not be able to resolve with a customer. If you have such a complaint, you can contact Bharat directly here. If a customer is unhappy, he will personally call them so as to try and resolve the issue immediately or at least within 24 hours. This commitment to customer satisfaction is at the very core of Genco Male Grooming, and a value that the people who work here share.

Testimonials
Complaints Procedure
Refund Policy
Terms and Conditions
Privacy Policy
Copyright
    • My second visit to Richmond's Genco was just as good as the first if not better. I was greeted with a friendly smile and offered a drink, Neil the senior stylist came over and gave me a gentlemanly handshake and directed me to his chair. The other members of staff greeted me whilst Neil set to work. The true professional Neil knew exactly how I wanted my hair and gave an amazing cut accompanied by great conversation. Even giving me directions on how to style it myself to get that' Salon look every time' I can't recommend these guys enough. Getting your hair cut at Genco is definitely an experience not to be missed.

      -Great Second Visit

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    • Had a afternoon appointment at the recently opened Richmond shop, with Neil Langley. Very friendly, and helpful. We discussed my thoughts on hair, and Neil was very good with explaining his views on style possibilities. The cut was very sharp, I really like it and will be back next month for sure! Thank you.
    • My fiance bought me a massage and facial for my birthday. Must admit I was a wee bit spurious as have never had a 'treatment' before... having just had it wanted to say a huge thanks to you and your team... From start to finish a really great experience and different to anything I expected.

      -Mark Astley

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    • If you’re looking for any sort of grooming, from a hair cut to a foot massage, with a cool, relaxed and friendly atmosphere then look no further. I’ve always been very well looked after and it is really nice to feel so at home in a place where you get treated and pampered.

      -Pete Reed

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    • Men - don't fear a bit of male grooming! I have to admit I was a little hesitant about a trip to Genco upon request and recommendation of my girlfriend, but I needn't have worried. Friendly staff, great atmosphere and even better results!
    • Went in there on the spur of the moment as I was in the area and the salon manager Paul managed to fit me in for a very good and even better priced hair cut & shave. I will definitely return. City Point Salon review.
    • The guy that cut my hair was really polite and not too chatty, so I had a very relaxing time there. I explained to him that I wanted to change my hairstyle and he was quite enthusiastic to offer me his help and make some suggestions. Excellent staff and atmosphere. It's definitely worth the money.

      -Josh H

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    • I always feel that it is how a complaint is handled that actually shows how seriously an establishment takes their customer service and values their customers. In that sense I can only say that this venue obviously does take the importance of this very seriously indeed and I would definitely consider it for a future visit on that basis.

      -Redut C

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    • Went there for the first time.Think for now on I am going to have my hair cut here.

      -Cark Ot

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    • Week ago had an appointment with Niel for a hair cut. I went to Notting Hill, its their new branch, and very clean and well designed. Neil, the stylist was very friendly, and he understood what kind of cut I was looking for. It's an amazing experience, and I'd definitely go again.

      -NiranJ

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  • Making a complaint

    In the unfortunate event that something goes wrong, your first step is to make your dissatisfaction known to the hairdresser or therapist that is working with you. If feel you can’t, then ask to speak to the manager. If the manager is unavailable then please call the management team or email us. We will usually answer straight away, however, in some circumstances we may not be able to get back to you for 24 hours.

    You need to:
    • Call us on 0208 994 0040 and ask for Bharat Parmar
    • If Bharat isn’t available there and then, leave your mobile number with reception and they will contact Bharat immediately to get back to you
    • Or you can Email Bharat directly at bharatp@nullmailbolt.com, using the subject ‘Complaint’ in your email

     

    Request A Refund

  • Requesting a refund

    We are happy to make refunds on un-booked vouchers within 7 days of the purchase date. Refunds are always made to the person who purchased the gift voucher, and if originally purchased by credit or debit card, the refund will be credited to the same card.

    You need to:
    • Call us on 0208 994 0040
    • Provide us with the Gift Certificate code number as printed on the gift voucher
    • Have the original credit or debit card with you so that we can refund it directly back to that card

     

    Request A Refund

  • Voucher codes

    All Genco Male Grooming Gift Vouchers have a unique reference number and voucher code. The Gift Voucher must be kept safely and brought in-store in order to redeem it. The voucher reference number must be quoted at the time of making an appointment.

    Validity

    The validity date of the voucher will be printed on the voucher itself. In most cases the voucher is valid for 6 months. Where you are buying a voucher as part of a promotion, then please refer to the specific terms and conditions of that promotion as the validity may be different.

    Flexibility

    All vouchers are totally flexible and can be used to book any other Genco treatment or service. There will be no charge for exchanging, however if your chosen experience is higher in price than the value of your original voucher, you will be required to pay the price difference. When redeeming, if your chosen experience is lower in price, the difference will be held as credit to use against any future purchase. This credit can be used until the 31 December of the calendar year following the original year of voucher purchase and is non-refundable.

  • Privacy Policy

    The content on this website is maintained by Genco Male Grooming Limited. The website production team can be reached by email here.

    This privacy policy, together with our Terms and Conditions sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read this privacy policy carefully.  By visiting this website you are accepting the terms of this privacy policy. It is the stated policy of Esper Photography Ltd that we will act in accordance with current legislation and aim to meet current best practice with regard to the processing of personal data.

    We take your online privacy seriously. You may visit this site anonymously as often as you like without providing any personally identifying information (such as your name, address or email address). We do not collect personally identifying information from you except when you specifically provide it, and we protect the information we receive. We do not share your details with third parties. Please read below for a further explanation of the information we gather and how we use it.

    1. DATA COLLECTION

    As you explore our website, you may come across places in which we ask you to provide us with information about yourself. We explain each of these below. We will not use your name or email address for any purpose other than as stated.

    1.1 We may ask for your email address and your name so that we can contact you. If you decide to enter into correspondence, we will not use your name or email address for any purpose other than as stated.

    1.2 In some places in this site, we may ask for your feedback, opinion or suggestions, and provide you with a link for emailing us your response. But again we will only use the email address we receive from you for the purpose of responding to your questions or suggestions.

    2. STORAGE & DISCLOSURE OF DATA

    2.1 We will retain the data we hold concerning you for as long as it is necessary to do so. We will retain and disclose personal data to authorised authorities without your consent where we are required to do so under the law.

    3. REMOVING YOUR DATA

    3.1 If you have previously provided us with your email address or any other information and later decide that you do not want us to have it, you may ask us to delete it by e-mailing the information to us here.

    4. COOKIES

    4.1 Cookies are electronic tags that most websites place on your computer in the process of sending your computer a file, such as a web page. We use them as well. A cookie can tell us when a computer that has previously visited our site returns, and what pages it requests on each of its visits. Cookies help us keep track of how our visitors (or more accurately, their computers) use our site, including such things as the type of browser they use, the frequency of their visits and the pages that are most popular. They can help smooth your travel through our site by keeping track of information that has already been provided by your computer so that you do not need to re-enter it. In no event does the cookie we place on your computer tell us anything about your visits to other websites (except those you enter through a link on our site), or your use of the internet in any other way. If you would still prefer not to receive any cookies, most browsers can be set to refuse cookies or to alert you when one is being sent. However, some portions of this site may not function properly if the cookies are disabled.

    5. LINKS TO OTHER SITES

    5.1 Our site contains links to other sites that are not under our control. Such other sites do not necessarily follow our privacy policies, and may place their own cookies on your computer. This practice is standard on the Web. We do not control cookies placed on your computer by third parties whose advertising or links appear on our site.

    6. DATA SECURITY

    6.1 We would like to be able to tell you that the personal information you provide us with is absolutely safe. Unfortunately, several well-publicised instances of computer security breaches make it impossible for anyone to be so confident. However we take reasonable steps to protect the information you provide us from theft, alteration or unauthorised inspection.

    7. PARENTS & GUARDIANS

    7.1 We encourage you to get involved with your children’s online usage and to be aware of the activities in which they are participating. We also ask you to check back here regularly to see what our latest policies are, particularly those relating to children. You should be aware that if your children voluntarily disclose their names, email addresses or other information on bulletin boards or chat areas of other websites, such disclosures may result in unsolicited messages from other parties. We suggest that you discourage your child from providing such information on this site or elsewhere unless you are confident that the information will not be misused.

    Last Updated:  5th December 2013

  • Copyright

    1. INTELLECTUAL PROPERTY RIGHTS

    1.1 This site contains material that is owned or licensed by Genco Male Grooming Ltd. You may not copy, reproduce, upload, post, distribute, republish, retransmit, or modify in any way any of the material on this site, including computer code and software without written permission.

    1.2 All brand names, product names and titles used in this website are trade names, and in some instances trade marks, of their respective holders. No permission is given in respect of use of any of the above, and such use may constitute an infringement of the holders’ rights.

    1.3 By sending emails, inputting data answering questions uploading data or files or otherwise communicating with us through this website (a “Communication”), you are granting us a perpetual, non-exclusive, royalty free, unrestricted worldwide licence to use, display, sublicense, adapt, create derivative works from, transmit and copy such Communication and you waive your right to be identified as the author of such content and your right to object to derogatory treatment of it. The foregoing grant shall include the right to exploit any proprietary rights in such Communication, including but not limited to rights under trademark, copyright, service mark or patent laws in any relevant jurisdiction in any media.

    1.4 Images on this website have been digitally watermarked with ownership and usage information. Digimarc and the Digimarc logo are registered trademarks of Digimarc Corporation. “Digimarc-Enabled” is a trademark of Digimarc Corporation, used with permission.