I've been going to Lucy Nails sporadically for several years. Unfortunately, I have just had a very uncomfortable and quite a rude customer experience there recently and will not be returning.
I called ahead and booked an appointment for two pedicures at 6pm - one for me and one for my mother, who is a senior. When we arrived, they said that they would not be able to do a pedicure for my mom, due to her bunions and hammertoe. Fair enough - I was fully expecting that could be the case so I understood and politely accepted this.
My mom decided to get a manicure instead, which they said was fine. After realizing she couldn't get a pedicure, she sat and waited patiently for 10 minutes without anyone attending to her. Feeling bad about not being able to get her pedicure and waiting for 10 minutes and being completely ignored, she changed her mind and came over to where I was waiting to keep me company.
After 25 minutes of me waiting, also patiently seating at the tub without my shoes on and with a nail colour picked, there was still no one beginning to show signs of starting my pedicure. A member of staff finished their shift and left the salon, and the owner was walking around putting top coat and saran wrap on others, helping them with their coats, and not acknowledging our presence. I felt that after refusing to do a pedicure on my mother - which was fine - it would have been courteous of them to proceed promptly with my pedicure.
Instead, they basically ignored me and my mom - it felt like they were dismissing us and being rude just because my mom mistakenly thought she was able to get a pedicure. I very politely said it was fine when they couldn't do it. The fact is though, they made her feel bad, and they followed up by being rude to me and making us both wait for a long time without bothering to say "sorry about the wait." It was not a walk-in, but a scheduled appointment, and service should/could have been professional and prompt.
It's alright to say you can't give someone a pedicure for a valid reason, but totally uncalled for to then ignore them. It's also unprofessional to schedule two pedicure appointments for 6pm and then not even be on-schedule enough to start one of the pedicures a full 25 minutes later.
When I raised my disappointment and asked if I should come back another time, they (in my opinion) very insincerely apologized and didn't try to repair the experience in any way. I left without a service.
Super disappointed in a place I had had OK experiences in the past. Not worth going to a place that doesn't treat people in a professional and kind way. They made my mom feel embarrassed, and showed absolutely no hospitality or professional courtesy.
Sorry - but I won't be going again and don't recommend it either. read more