On Wednesday, October 22, 2025, my mother arrived to Cathy's Nail Spa at 1300 Row B, Springfield, MA. Upon arrival, she was told the business was short-staffed by three employees, i.e., one was sick, etc. Despite initial concerns about the wait time, we decided to proceed. After waiting for over an hour in the car, I entered the establishment to inquire about the remaining wait as I was informed that my mother's service would require another 30 minutes. Due to a work commitment, I explained that I needed to step out for an important business call and would return promptly. Clearly this establishment doesn't understand business given that it was a workday, a disconnect for sure. Unfortunately, during my absence, a staff member made inappropriate comments about my decision to leave and spoke negatively to my mother. I found this behavior unprofessional and disappointing, as I believe personal matters should remain private and not be subject to judgment by service providers. This location deserves no business in my opinion and staffing is not a priority which should be the primary priority. Additionally, I observed several customers being turned away due to the staffing shortage (one person came back twice, a group of three women turned away, and was told by one not to bother using the location), which clearly already impacted the business's reputation and customer satisfaction for the day. A total of seven people were turned away. Why didn't management consider implementing contingency plans for understaffing and to focus on customer experience, as this greatly influences repeat business and referrals. It's hard for me to believe that this was the first time and should be avoided unless a last resort. Again, why is the staff inserting opinions on a subject that is none of their business. While my mother ultimately received the requested service, she expressed frustration with the lengthy wait which I found hilarious at the end of the day. SMH read more