My husband and I have been visiting Luxe for years. We went into Luxe on February 28th, it was busy when I walked in, I asked how long it would be for two pedicures, a gentleman told me it would be 15-20 minutes. I told him that was not a problem, we had another errand to run so we made an appointment for 30 minutes later(11:45). We came back around 11:35 and sat waiting for our turn. While waiting another man talked to a woman and child next to us, who said they had an appointment for noon. He said they would have two chairs ready for them soon, without saying anything to us. He came back about 5 minutes later and said he had chairs ready for all 4 of us. We were seated at our chairs at approximately 12:05. The water in my foot bath was cold so I had to flag down a woman to put hot water in it. We sat waiting for 10 more minutes and once again my water was cold. Another customer down the way was also complaining to a staff member about their cold water. At this point I flagged down another worker and asked for hot water for the second time. It appeared there was no one getting started on us anytime soon so when she came back I questioned how much longer it would be as our appointment was over 30 minutes ago at this point. She could tell I was frustrated and said they will start on us right now. She started on me about 5 minutes later, however my husband sat in his chair for another 15 minutes and again it was clear no one was starting him anytime soon. In fact two workers had skipped him and started on both the woman and child with the noon appointment mentioned earlier. It is 12:40 at this point and my husband was frustrated and just said he would skip getting a pedicure due to the poor service and the fact that we were already on a time crunch. I immediately told the nail tech that he would not be getting a pedicure after all and told her to switch my pedicure to a Classic express pedicure rather than the deluxe paraffin pedicure. She insisted they would start on my husband right away, which I told her was already too late and then went over to talk to another nail tech. She came back and told me privately that she talked to the manager and my husband and I could receive longer massages. I again stressed that we were on a time crunch and it was already too late. Five minutes later after we have made it clear my husband will not be getting a pedicure a nail tech comes to start on my husband, he again stated it's too late so she moved onto the next person without an apology. My nail tech then tried to insist to him that they would start right away, at this point my husband was tired of being harassed about it so he went to go wait out in the truck. My nail tech finished up at 1:05 1 hour and 20 minutes after my original appointment. She put me at the dryer and then came back a few minutes later and asked if I was ready to pay. I replied yes, handed her a $50 bill expecting for my bill to be around $30 for a Classic pedicure, instead I was charged for a $50 pedicure pedicure which I told her I did not want. At this point I was extremely frustrated so I decided to just leave rather than express my frustrations.
This was a terrible experience with terrible customer service, who knows how long I and my husband would have sat there if I would not have complained. I only received service once I complained, then my husband was forced to wait around, harassed, and then I was charged for a service I did not want. This place does not care about their customers, they only care about money in their pockets. We will NEVER be doing business here again. read more