I came in with my daughter and her friend for pedicures and manicures before a weekend vacation. The girls wanted matching summer nail designs with tips, and we were all looking forward to a relaxing experience. Unfortunately, from the moment we arrived, the experience felt chaotic, confusing, and stressful rather than enjoyable.
When we first came in, no one seemed to know where to seat us. The pedicure bowls were not filled for quite some time, and multiple different employees kept coming over repeatedly asking what we wanted done. My daughter and her friend had a simple matching summer-style design they wanted, but they ended up having to explain it over and over to different people. Several people came over just to look at the design or ask questions about it, yet no one seemed coordinated or confident in executing it.
Meanwhile, I repeatedly asked the person doing my pedicure to please soak my nails and not grind them with the machine. I never received any acknowledgement that he understood what I was asking or that he planned to accommodate the request. I was left uncertain whether anyone was listening or communicating with each other.
At one point, I still had not even been offered colors to choose from, so I wasn't sure if I would even get to pick a color. When colors finally were brought over, it was unclear which colors were regular polish and which were gel. The overall process lacked communication and organization.
Adding to the confusion, the water for the pedicure bowl came back on extremely hot while it was being filled. At the same time, the girls were still trying to explain their desired nail designs yet again to another employee. Eventually, my daughter's friend gave up entirely and just settled for plain nails because the process had become so frustrating. The girls never received the matching vacation nails they had hoped for.
For what ended up costing well over $300, the experience felt transactional instead of relaxing or enjoyable. I came in after work hoping to unwind, but instead the entire appointment was stressful and disorganized. The owner checks nails at the very end, but honestly it would be far more helpful if there was better coordination upfront to ensure clients are paired with technicians who understand and can perform the requested services.
This salon is expensive, and with that price point comes an expectation of communication, organization, and customer experience. We left disappointed that the girls did not get the matching nails they were excited about for our trip, and disappointed that what should have been a relaxing outing turned into such a frustrating experience. read more