Sorbet Group
Claimed Business
Sorbet Group
Claimed Business
83 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Sorbet Group faces significant and widespread service quality challenges across its franchise network. Customers consistently describe botched treatments, damaged nails and hair, aggressive staff interactions, and unresolved complaints. While a handful of branches and individual staff members receive glowing praise for warmth and professionalism, the overwhelming pattern points to systemic failures in training, quality control, complaint handling, and pricing transparency.
Top Strengths:
- •Customer Service, Staff & Experience: A small number of branches and named staff members like Kira, Luthando, Grace, Monique, Celeste, and Nhlanhla receive enthusiastic praise for warmth, professionalism, and attentiveness, showing the brand's potential when executed well.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
0Trustindex Rating
#7Ranked In Beauty & Personal Care
14 hours 34 minutesAverage Time To Reply
-73 NPSRecommended: Unlikely
Replied to 9% of negative reviews
Typically takes less than 16 hours 42 min to reply
TrustIndex
0
Score
Ranking
#7
in Beauty & Personal Care
Avg Reply
14 hours 34 minutes
NPS Score
-73
Recommended: Unlikely
Replied to 9% of negative reviews
Typically takes less than 16 hours 42 min to reply
Review Distribution
1.6|83 Reviews
May '25 - Apr '26
5(14.9%)
4(0%)
3(1.4%)
2(2.7%)
1(81.1%)
5(14.9%)
4(0%)
3(1.4%)
2(2.7%)
1(81.1%)
Recent reviews (83)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceJB
Jan B
1 reviews | Active since Jan 2020
15 Mar 2026, 10:46
I do not recommend Sorbet
Sorbet Men Brooklyn – Very poor experience. My usual barber was unavailable, so my son and I tried Sorbet Men in Brooklyn. We were seen by two different barbers. My son’s haircut was slightly better than mine but still uneven on top. Mine was unacceptable. I asked for a simple number-2 on the sides blended into the top — a basic, standard cut. Instead, the barber ran the number-2 from my ear straight up to about halfway up my head with no blending at all. One side is especially bad; the other side is only marginally better. It looks terrible. The whole process took about an hour, and within five minutes I was already concerned that he didn’t know what he was doing. I now have a haircut that will take weeks to grow out before it looks normal again. I would not recommend getting a haircut here.
Helpful (0)
|Replies (0)JB
Jan B
1 reviews | Active since Jan 2020
15 Mar 2026, 10:46
I do not recommend Sorbet
Sorbet Men Brooklyn – Very poor experience. My usual barber was unavailable, so my son and I tried Sorbet Men in Brooklyn. We were seen by two different barbers. My son’s haircut was slightly better than mine but still uneven on top. Mine was unacceptable. I asked for a simple number-2 on the sides blended into the top — a basic, standard cut. Instead, the barber ran the number-2 from my ear straight up to about halfway up my head with no blending at all. One side is especially bad; the other side is only marginally better. It looks terrible. The whole process took about an hour, and within five minutes I was already concerned that he didn’t know what he was doing. I now have a haircut that will take weeks to grow out before it looks normal again. I would not recommend getting a haircut here.
0
Replies (0)T
Tilana
1 reviews | Active since Jan 2020
12 Mar 2026, 10:22
Poor workmanship
I went to Menlyn mall on Friday 6/03/26. I booked for a Hollywood wax. Also brow shape and tint. 1.Hollywood,this was the most painful experience ever. She did not support the skin. The slow flicking to remove a patch was so slow I wanted to jump through the roof. At the end the next morning I had brown scabs where she ripped my skin off or nicked me with the tweezers. She did not understand what I wanted with my brows as I do have microbladding that's old and uneven. I had to get dressed and move to a new the******. Explained myself again. She took off more hair in the middle so leaving me with a shorter brow one thicker than the other not using a measuring caliper to do a correct brow mapping. My right eye was swollen for 4 days with a bruised eye and peeling skin 3 weeks before my wedding. I emailed info@sorbet.co.za menlyn@sorbet.co.za I called the head office with no response from the group nor the shop. This is a disgrace to other the****** that does take pride and joy in their job but here you are just a number. Keep in mind I even sent them Pictures.
Helpful (0)
|Replies (0)T
Tilana
1 reviews | Active since Jan 2020
12 Mar 2026, 10:22
Poor workmanship
I went to Menlyn mall on Friday 6/03/26. I booked for a Hollywood wax. Also brow shape and tint. 1.Hollywood,this was the most painful experience ever. She did not support the skin. The slow flicking to remove a patch was so slow I wanted to jump through the roof. At the end the next morning I had brown scabs where she ripped my skin off or nicked me with the tweezers. She did not understand what I wanted with my brows as I do have microbladding that's old and uneven. I had to get dressed and move to a new the******. Explained myself again. She took off more hair in the middle so leaving me with a shorter brow one thicker than the other not using a measuring caliper to do a correct brow mapping. My right eye was swollen for 4 days with a bruised eye and peeling skin 3 weeks before my wedding. I emailed info@sorbet.co.za menlyn@sorbet.co.za I called the head office with no response from the group nor the shop. This is a disgrace to other the****** that does take pride and joy in their job but here you are just a number. Keep in mind I even sent them Pictures.
0
Replies (0)MJ
MM
Musa M
1 reviews | Active since Jan 2020
26 Feb 2026, 17:22
Poor poor service
Been receiving increasingly disappointing service from the Sorbet Man Mall of Africa. From poor haircuts, no refreshments being offered and finally today I booked an appointment for 7pm but had to sit and wait for 15 minutes before leaving. No one attended to me and it's very disappointing because the salon only had 1 other customer. Poor poor poor. Waste of time and my petrol.
Helpful (0)
|Replies (0)MM
Musa M
1 reviews | Active since Jan 2020
26 Feb 2026, 17:22
Poor poor service
Been receiving increasingly disappointing service from the Sorbet Man Mall of Africa. From poor haircuts, no refreshments being offered and finally today I booked an appointment for 7pm but had to sit and wait for 15 minutes before leaving. No one attended to me and it's very disappointing because the salon only had 1 other customer. Poor poor poor. Waste of time and my petrol.
0
Replies (0)CD
Christine D
1 reviews | Active since Jan 2020
19 Feb 2026, 15:42
Burnt my hair and hair extensions beyond repair
Never ever trust Sorbet Group with a blow dry. They burnt & Fride my Easihair Pro SA extensions with just one Blow dry beyond repair. I had to remove them and need new extensions. Not only are they not approved to work on Easi Hair pro extensions, after I asked the stylist if she had experience. They will take no responsibility and will not replace my extensions. Even after all Evidence was provided with dates. This is a terrible reflection on them as a brand. Please think twice before ever using them as there so called 100 perc customer satisfaction clause or money back is an absolute lie!
Helpful (0)
|Replies (0)CD
Christine D
1 reviews | Active since Jan 2020
19 Feb 2026, 15:42
Burnt my hair and hair extensions beyond repair
Never ever trust Sorbet Group with a blow dry. They burnt & Fride my Easihair Pro SA extensions with just one Blow dry beyond repair. I had to remove them and need new extensions. Not only are they not approved to work on Easi Hair pro extensions, after I asked the stylist if she had experience. They will take no responsibility and will not replace my extensions. Even after all Evidence was provided with dates. This is a terrible reflection on them as a brand. Please think twice before ever using them as there so called 100 perc customer satisfaction clause or money back is an absolute lie!
0
Replies (0)TM
Thabisa M
1 reviews | Active since Jan 2020
14 Jan 2026, 04:52
Unhappy Service
The Branch in Groot Phesantekraal View needs staff coaching and professional development in the workplace. Please get Management skilled to help the staff. Behavior, attitude, and posture means a lot in business
Helpful (0)
|Replies (0)TM
Thabisa M
1 reviews | Active since Jan 2020
14 Jan 2026, 04:52
Unhappy Service
The Branch in Groot Phesantekraal View needs staff coaching and professional development in the workplace. Please get Management skilled to help the staff. Behavior, attitude, and posture means a lot in business
0
Replies (0)AA
Aqeel A
1 reviews | Active since Jan 2020
12 Jan 2026, 12:24
Extremely Disappointing and Unacceptable Experience
Extremely Disappointing and Unacceptable Experience My ex-wife took my young daughter to Sorbet at The Wedge Shopping Centre, Morningside. Prior to this visit, my daughter’s hair was in perfectly fine condition. The appointment was made before she was picked up for the day and she was forced to go in for a hair wash. What followed was sheer incompetence. After the staff member washed her hair, it was left in such a disastrous state that it developed severe, rock-hard knots, as if the hair had been glued together. The hair could not be untangled at all. This was not minor tangling — it was extreme damage caused during the wash itself. As a direct result of this negligence, my daughter was forced to cut her hair, something no child should have to go through due to a salon’s incompetence.
Helpful (0)
|Replies (0)AA
Aqeel A
1 reviews | Active since Jan 2020
12 Jan 2026, 12:24
Extremely Disappointing and Unacceptable Experience
Extremely Disappointing and Unacceptable Experience My ex-wife took my young daughter to Sorbet at The Wedge Shopping Centre, Morningside. Prior to this visit, my daughter’s hair was in perfectly fine condition. The appointment was made before she was picked up for the day and she was forced to go in for a hair wash. What followed was sheer incompetence. After the staff member washed her hair, it was left in such a disastrous state that it developed severe, rock-hard knots, as if the hair had been glued together. The hair could not be untangled at all. This was not minor tangling — it was extreme damage caused during the wash itself. As a direct result of this negligence, my daughter was forced to cut her hair, something no child should have to go through due to a salon’s incompetence.
0
Replies (0)WC
Whaidunisa C
1 reviews | Active since Jan 2020
8 Jan 2026, 13:54
Canawalk staff are entitlement
I booked a root touch up appointment on the 14th of December while in store straight after completing a wash and blowout. The appointment was around other appointments which I had to move including having ti make arrangements for work as I would have needed to leave earlier. I made the appointment and did all the changes to Accomodate the time given by Sorbet. On the 23rd I get to Sorbet 15 min earlier for my appointment , the reception was lovely said I should sit and il be attended to then the hairstylist comes through with a towel in her hair and o greeted and waited assuming she will be sorting me out shortly. I started speaking to her as she undid her towel saying what I was there for to which she responded that she is going to do her own hair. I still thought she will probably put in the colour into mine and then do hers but upon asking her she said that she won’t as she is busy and I have no appointment, took the brushes and hairdryer and walked of to the other end. By this tim it was already 8 and my app should have started, i had to then get the receptionist involved then the manager was called as she was not in store and it was a back and forth till 8:30 due to the stylist refusal. I’m a client of Sorbet and to have to have witnessed the argument over sorting out a client to getting the stylist forced into doing what she is actually paid for is pathetic in my opinion. My husband and I would use sorbet and recently he has changed and pea not use them at all and I still use them every now and again. It is always a hassle with Sorbet, ther is no customer service from certain people even though we paying for the service. The dye was rushed and the whole experience was then put in Fast forward at my expense only because the the****** didn’t do what she was supposed to do when she was meant to. Sorbet neeeds to train their staff cause customers are leaving due ti the putrid service being given aswell as the way the****** treat customers even though we paying.
Helpful (0)
|Replies (0)WC
Whaidunisa C
1 reviews | Active since Jan 2020
8 Jan 2026, 13:54
Canawalk staff are entitlement
I booked a root touch up appointment on the 14th of December while in store straight after completing a wash and blowout. The appointment was around other appointments which I had to move including having ti make arrangements for work as I would have needed to leave earlier. I made the appointment and did all the changes to Accomodate the time given by Sorbet. On the 23rd I get to Sorbet 15 min earlier for my appointment , the reception was lovely said I should sit and il be attended to then the hairstylist comes through with a towel in her hair and o greeted and waited assuming she will be sorting me out shortly. I started speaking to her as she undid her towel saying what I was there for to which she responded that she is going to do her own hair. I still thought she will probably put in the colour into mine and then do hers but upon asking her she said that she won’t as she is busy and I have no appointment, took the brushes and hairdryer and walked of to the other end. By this tim it was already 8 and my app should have started, i had to then get the receptionist involved then the manager was called as she was not in store and it was a back and forth till 8:30 due to the stylist refusal. I’m a client of Sorbet and to have to have witnessed the argument over sorting out a client to getting the stylist forced into doing what she is actually paid for is pathetic in my opinion. My husband and I would use sorbet and recently he has changed and pea not use them at all and I still use them every now and again. It is always a hassle with Sorbet, ther is no customer service from certain people even though we paying for the service. The dye was rushed and the whole experience was then put in Fast forward at my expense only because the the****** didn’t do what she was supposed to do when she was meant to. Sorbet neeeds to train their staff cause customers are leaving due ti the putrid service being given aswell as the way the****** treat customers even though we paying.
0
Replies (0)