I was a loyal customer for about three years, visiting every 2-3 weeks despite a 40-minute drive…read morefrom San Mateo. I've tried several technicians and have consistently been happy with Kelsey's work.
Unfortunately, the booking and management experience has become increasingly frustrating. The previous text/call system was inconsistent, with delayed responses, forgotten appointments, and occasional double-booking. The online system was much more convenient, but my number was restricted after several reschedules, even though the stated policy allows changes at least three days in advance and does not clearly specify a maximum number of reschedules.
Johnny was kind and tried to help, but my replacement appointment was booked incorrectly as an acrylic service with any available technician instead of my usual 90-minute gel builder fill with design with Kelsey. When I tried to correct and reschedule the appointment, my account was restricted again.
My experiences with Cathy, the owner, have been much less positive. On more than one occasion, calls ended quickly with "Can you text us?" or "Our staff will reach out to you." After visiting every few weeks for three years, I also cannot recall much personal acknowledgment or friendliness from her in person. At this point, I would not be surprised if my account remains restricted after this review, but I believe prospective customers should know what my experience has been. Cathy and John also operate several other salons, including Nu Nails, CC Cosmetics, Naily SJ, and Nail Haus Co. in Milpitas.
I also agree with other reviewers who have mentioned delays in honoring scheduled appointment times. In my experience, the salon often prioritizes the client currently in the chair rather than keeping the next scheduled appointment on time.
I genuinely value Kelsey's work, but great nail service does not make up for inconsistent booking, communication, and management. If reliable scheduling, customer service, and professional management are important to you, I would recommend considering other salons for a more consistent experience.