First, the positives- most gorgeous nail salon ever. Everything is SO cute, props to them for…read moreinvesting so much into a gorgeous, whimsical, pretty spa. I love that. Also, they do great work. Talented nail techs and really high quality manis/pedis! Third, I see the owner working really hard. She's dedicated and very hands on and I see her trying and caring. I can tell she wants her customers to have a nice experience.
But ok- serious scheduling problems & it's a pattern. We called to book appointments, they told us 345 would work, then texted to push it to 4 which wasn't an issue at all, but then we got there at 4 and my daughter waited in the chair for 30+ mins before they started. The whole time I'm on edge because I can already sense we're not going to get out of there by 5:30, and I have kids to pick up from daycare, so coming was a huge mistake. Please please please next time just don't say you have availability for us at 4 if what you really mean is 4:40. It's about being clear and managing expectations. So I stopped the girl at the front desk as sweetly as I could, and said I need to leave by 5:30, if that's not realistic then let me know and we'll have to come back. I told her I was getting really worried since they hadn't started on my daughter's manicure and it was this elaborate design that also required tips and dip. She was just like "ok, I'll tell them.."
MEANWHILE! A very flustered woman is storming out of the salon and ~rescinding her tip she left~ and sort of made a spectacle of it, going "she's been sitting there for an hour!" (In reference to her daughter) SAME STRUGGLE. I watched after she left and there was definitely a trace of snarky giggling between the 2 staff members at the front desk. (What's so funny??That's on you guys) The last thing you want to do when you're paying for a relaxing experience is get into confrontation or conflict, but that happens here! It's uncomfortable. I want to come in and be a respectful visitor, tip well, have a nice time, and leave happy, leave feeling like we were welcome and not in the way.
The OTHER issue.... t h r e e times during my pedicure I asked my nail tech if I could please put rhinestone jewels on the big toe. NOPE. He kept going with the pedicure and nodding his head. I guess he wasn't comprehending. I tried to stop him 3 times to add the jewels on! Maybe it's coming, I thought. And I know it's a first world problem, but still, I just wanted the silly accent nail done. At the end he's like "done. You like?" And very sweetly I asked if I could have the jewels added (that's #4). Only then when it was over, did the manager/owner come over to intervene, and don't get me wrong she WAS kind and gracious about it, but she said that the nail art jewels needed to be done sooner and "next time tell the front desk person that's what you want" I just nodded and said ok thanks no big deal... but I DID TELL THE FRONT DESK GIRL! I showed her the little box of rhinestones and said please add this on to the service, I know it's extra, thank you! She said ok and then that was it. I could do her job better than her and it's her fault for not taking initiative and not paying attention, not relaying that request to the nail tech if the sweet nail tech gentleman I had doesn't speak English. For me, paying for a nail service but then just flat out not getting what you ask for is a dealbreaker. What did I get? A polite & earnest excuse masking a lecture at the end as I'm paying, that next time I should ask for it better. Uggggghh. If it was my business, I'd fix the problem then and there vs telling the customer what to do differently next time. I do respect the owner like I said, she has good people skills and was all sweet and telling us we can get the nail design on a future visit and then something about taking 20% off today's service. How can you argue with that. But ya, I just left sad and defeated and not exactly enthusiastic to come back. I respect them, I think they do beautiful nails, it's clear their heart is in it and they're trying, and like I said the salon is gorgeous. But there's always some kind of fumble or miscommunication or story.