I came to this salon for a gel manicure and specifically asked them to match the color on my toes, which had been done at a salon out of state. My toes were a very pale pink, almost a sheer white. The color the Coco Nails tech wound up applying to my fingernails was a bubblegum pink and not at all close to the color on my toes.
Two days later, after trying the color and deciding I really didn't like it, I came back to have my nails redone. The second technician did an excellent job and found a shade that was very close to my toes.
When I checked out, I asked if they could give me a discount on the second manicure. My reason was pretty straightforward: I was back just two days later paying to have my nails done again because they had done such a poor job matching the color the first time. They declined to offer any discount at all.
What made the interaction especially disappointing was how I was treated compared to the woman ahead of me. When asked how her visit had been, she responded that it was "okay," with some hesitation. The employee immediately went out of her way to ask multiple times if there was anything she could do and encouraged the customer to let her know how she could make things better.
I was the very next customer, and the response to my concern was completely different. Not only was no discount offered but no significant effort or concern for my experience was expressed.
Even though the second technician did a beautiful job, unfortunately, the way the salon handled the situation left me disappointed with the overall customer service. I did not feel valued or welcomed and will probably not be returning. It's a shame too because I just moved to the area and my house is walking distance to this salon. I get my nails done regularly and this could have been my go-to spot.
** update to my review:
After I posted this review, I noticed Coco nails had sent me a survey about my experience, one with a rating system of smiley to unhappy faces and space to write about it. I selected unhappy face and copied, pasted the above review and submitted it. Today I wake up to a text supposedly from Coco Nails apologizing and asking me to call the store to discuss. I half suspected it was AI but I figured Coco Nails was at least monitoring their AI surveys for complaints. Nope. I call Coco Nails, a woman picks up who says her name is Ross. Rose has no idea what I am talking about, not the incident, not even the negative survey. After three explanations, she reluctantly offers me 15% off. I start to ask whether i may apply this discount to any service (or just nails, as I needed my eyebrows done) and she interrupts me complaining that she has other calls and is busy and abruptly hands the phone to a young man. After getting over my shock, I explain the situation to the young man who says his name is Andy. Andy says he will call me back. That was 9 hours ago.
Business owners, please listen. If you do not know how to treat your customers right, AI will not save you.
I do not recommend this company. There are plenty of other nail shops in the area. I will be going elsewhere for my nails and eyebrows. The two stars are for Chau, the second tech who did a phenomenal job on my nails. read more