Y'all can go check my history. I never write reviews for places. Only once have I been moved to do so because the service was so great. Now, I find myself on the opposite end of the spectrum, writing a review because the service was so terrible.
Let me preface by saying the actual technicians were great. One was exceptionally amazing in terms of skill & service, one started off a little standoffish but warmed up as our situation got more absurd. My complaints lie with the woman who mans the front desk, the lack of transparency on prices, and the overall terrible service.
It started fine, 2 of our 3 person reservation got there early, & the salon was empty so I didn't quite understand why they wouldn't let me book more than three when I called. I understand maybe only three technicians were available but for a salon with a capacity of 5+, it seems odd to limit the # of customers. The first 2 of us pick out our colors and we sit down to start. I inform the technician that I have NexGen dipping powder nails. She immediately puts a look of disdain on her face, and says she's not sure she has the equipment to remove it. I told her that I had been doing NexGen nails for months and the only thing you need to remove is acetone and a file. She says "we'll see" and begins to complain about how long it'll take. Spoiler alert: the polish came off just fine and in about the same amount of time as a gel removal.
The third party member arrives & she has a gel removal (a service I booked ahead of time) & my friend was told she had to wait because the only technician available was allergic to gel and couldn't touch it or be in the room while it was being removed. I almost started to laugh at this. I mean, congratulations on overcoming that hardship of an allergy to achieve your dreams, but maybe don't work in a nail salon if you're allergic to one of the most popular services there? Either way, my friend waited for 20 minutes, then my technician got up because she said it would take 10 minutes for the acetone to sit in before she could remove my polish. She disappeared into the back. I asked the front desk lady if she could remove my friend's polish while I'm not being worked on. This girl gave me some haughty, vague answer about how that violates their safety standard to work on two people at once, and that the other woman can't come out because she's allergic. At this point we keep stressing how we BOOKED gel so why would we get a technician assigned who's allergic? Instead of maybe apologizing for the obvious mixup she stood firm on how absurd we were being for being upset. Finally the technician comes out and agrees to remove the gel. A miracle. By the time my friend gets started on having her polish removed, the second person in our party is DONE with her manicure. So we ask if this technician can do our friends nails because she still wants gel. At first the front woman says no, but the technician overhears & agrees to do it.
Then we find out parking isn't validated after 5pm. The woman says it's on the website. No apology. No expression of empathy over the inconvenience. Just a snippy response. Go to the website. It's not clearly advertised.
Also mind you at no point were we offered a drink. We had to ask.
Then the bill comes. They charged 30 DOLLARS for an "acrylic removal". I told them NexGen nails weren't technically acrylic, they require the same removal as a gel. Didn't matter. They also charge you for a gel removal. You know, everything that comes standard elsewhere.
We asked for an itemized receipt because the total ($155 for three manicures) seemed absurdly high. The woman at the front snidely shakes her head, scrunching her face, and says she can send it to the email if that works. Hard to describe the level of condescension but my mouth dropped at her tone. It was like she simply didn't give a f*** about our experience or making sure we left happy. Maybe something was going on in her life to make her act this way, or maybe she simply thinks she's too good for her job. My friend who has been multiple times believes it to be the latter.
Then on top of that, they start to close up the salon while we're still getting our service. Music is off, and they start vacuuming the floor and seats. I'm sorry, did I not just pay $155 to be pampered and to feel relaxed? I understand 7:30 might be late but you should wait for your customers to leave before just shutting down shop like that.
I kid you not my time at lacquer was just a series of events that made my jaw drop
I went to lacquer because I follow their instagram & wanted to treat myself. I justified the higher price expecting STELLAR service. What I got was condescension & some of the worst service I've ever received from any industry.
If you want a GREAT manicure for a normal price go to Luxe Nail on Burnet. For the past 8 months I have only gone there, & I made a huge mistake in straying. Ivy, if you're reading this I'm sorry! read more
