I've been going to this salon for years and have always had positive experiences, which is why my…read morerecent experiences have been especially disappointing.
The nail tech I used to see, Mazi, was amazing -- kind, welcoming, and friendly. When she went on maternity leave, I started booking with Michelle because I knew she did good work. Michelle's nail work is great and I have never had an issue with the quality of the nails themselves. My concerns are with the communication and, more importantly, the way I have been treated during my appointments.
The first time I saw Michelle, I called ahead to let the salon know I would be about five minutes late because I was coming directly from work, and I was told that was fine. When I arrived, I actually had to wait because Michelle was still getting ready for my appointment. Despite that, I was told we needed to hurry because I was late and that there wasn't enough time for the design I wanted. I was caught off guard, but decided to give it another chance.
After that appointment, I started specifically mentioning when booking that I wanted a design so that enough time could be scheduled. I did this for today's appointment, explaining that I wanted designs on my nails.
Today, my appointment was at 10:00 a.m. I pulled into the parking lot at 10:01 and was already being contacted asking if I was coming. I walked into the salon at approximately 10:02 with my design ready on my phone and my colour already chosen, so I didn't need to spend any time looking through the colour book.
When I sat down, Michelle was still getting set up and immediately told me that it was a busy day and that, because I was late, we needed to hurry. I explained that I had specifically called ahead to make sure enough time was booked because I wanted a design, and I was then told that the salon had not communicated that to her.
I understand that being late can affect a busy schedule, and I would never expect a technician to accommodate someone who is significantly late. However, being two minutes past a 10:00 appointment is not a reasonable excuse to make a customer feel rushed or spoken to as though they have caused a major scheduling problem-- especially when the salon had just opened, I had everything ready, and Michelle was still getting set up when I arrived.
I left today at 11:13 a.m., meaning the appointment took approximately 1 hour and 10 minutes. I don't feel that is an unreasonable amount of time for a fill with marble designs on every nail. It also makes me question why Michelle's appointments appear to be scheduled in one-hour increments if there isn't enough time for clients who want nail designs.
The bigger issue for me is the attitude I have experienced during these appointments. Even if I had been genuinely late, I still believe customers should be treated with basic courtesy and professionalism. Today, there was very little communication with me throughout the appointment, and I left feeling unwelcome and like I was an inconvenience. There was also a breakdown in communication between the salon and the technician that I had no control over, yet I felt as though I was the one being blamed for it.
I didn't feel comfortable bringing my concerns to the receptionist afterward because I already felt that my request had not been communicated properly in the first place. I left today simply wanting to leave rather than feeling like I had just had an enjoyable appointment.
After being a customer here for years, it is genuinely disappointing to say that I will not be returning for nail fills. This isn't about the quality of the nails -- it's about the experience and the way I have been made to feel. I hope the salon takes this feedback seriously because other reviews have mentioned Michelle's rudeness towards customers.
Mary is the reason I may continue coming to the salon. I see her for pedicures and have always had a completely different experience with her. She is kind, friendly, and welcoming, and I have never left an appointment with her feeling like I was a problem or an inconvenience.
