This was, without question, the worst customer service experience I have ever had…read more
I brought my 16-year-old niece here after the salon we originally booked canceled at the last minute. Since she had traveled all the way from Eugene to get her nails done, we didn't have many options and decided to give this school a chance.
They found someone to do her nails and assured us she was able to provide the service. Throughout the appointment, I kept checking on my niece because the nails were not looking right. I gently expressed my concerns several times and asked if someone could take a look or help improve them. Instead of addressing the issue, I was repeatedly told that they were about to close, as though I was asking them to stay late. At that point, we had already been there for over five hours.
I had prepaid $44 for the nails and nail art. To be clear, I was never concerned about getting the extra money back for the nail art. My concern was that I had paid for a service that was not being done correctly.
Every time I expressed concern about the quality of the nails, no one came over to assess the work, offer guidance to the student, or try to make the situation right. Instead, my concerns were dismissed, and I felt as though I was being gaslighted into accepting poor work.
Eventually, they told us we could come back another day for the nail art, but I repeatedly explained that the issue wasn't the nail art--it was the nails themselves.
The situation became even more frustrating when I later found out this was the student's first day doing nails. If that was the case, why wasn't she being supervised or guided by an instructor? Why wasn't anyone stepping in to help her succeed or to ensure customers received an acceptable service?
Unfortunately, the problems continued. One nail came off as we were leaving. Another fell off the next day. Several more came off before the weekend was over.
I called multiple times asking to speak with a manager, but no one ever returned my calls. Eventually, I spoke with someone named Angel. As I attempted to explain the situation, she interrupted me and immediately became defensive, stating that the appointment ran longer than expected and that I shouldn't have prepaid for the service. She repeatedly told me that they don't give refunds.
The problem was that I was never asking for a refund.
I explained several times that all I wanted was for the nails to be fixed. I wasn't asking anyone to stay late, and I wasn't demanding my money back. I simply wanted someone to acknowledge that the service was unacceptable and make it right.
Angel then stated that they were not going to redo the nails simply because I "didn't like them." Once again, I had to explain that this wasn't about me not liking the appearance of the nails or changing my mind after the service was completed. The issue was that the nails were not properly done and were literally falling off. One nail came off as we were leaving, another came off the very next day, and several more fell off before the weekend was over. At that point, I wasn't asking for a cosmetic adjustment--I was asking them to correct a service that had clearly failed.
Instead of listening, Angel continued to interrupt me and eventually responded, "Well, why don't you just go back to the other place then?"
That response completely shocked me.
I wasn't comparing businesses to be rude--I was explaining that in all my years of visiting beauty schools, if there was an issue, staff would step in, address the concern, and work toward a solution. I've never experienced a place that was so unwilling to listen to customer concerns or take responsibility for poor service.
The lack of professionalism, communication, accountability, and customer care was incredibly disappointing.
I will never return to this establishment, nor would I recommend it to anyone.
Customer service starts with listening, and unfortunately, that was missing from this experience entirely.