Unfortunately, I was pretty disappointed with my experience at Luxe Nails. I had a 12:00 PM appointment for gel nails and regular polish on my toes. I called ahead to let them know I was running a few minutes late, and they told me that was completely fine. I fully acknowledge that being late was on me. After quickly using the bathroom, I was seated and ready by 12:09, but my service didn't actually begin until 12:41.
I understand salons get busy and appointments can run behind, but no one acknowledged the delay or gave me any idea of how long I would be waiting. I was simply told to sit and wait. I wasn't given any polish swatches to look through during that time either. I eventually had to ask someone for them myself, and then once someone was ready for me, I felt rushed to immediately know which color I wanted. Considering I had been sitting there waiting for over 30 minutes, this easily could have been avoided by giving me the swatches while I waited.
Once my appointment started, the service continued to feel pretty lackluster. The person doing my nails was frequently looking at her phone and seemed preoccupied throughout the appointment. Overall, there just wasn't much attentiveness or communication.
There was also confusion when it came time to pay because my ticket wasn't rung up correctly. I questioned why the total was different from what I was expecting, and there seemed to be confusion about what I should have been charged. We eventually got the correct total figured out, but there wasn't really any acknowledgment or apology for the mistake.
I completely understand that I arrived a few minutes late, and I take responsibility for that. However, starting my appointment over 30 minutes after I was seated with no acknowledgment of the delay, then feeling rushed after waiting, combined with the lack of communication and attentiveness throughout the appointment, made the overall experience disappointing.
The actual services weren't necessarily the issue for me--it was the overall customer service and lack of communication. A little more organization, attentiveness, and acknowledgment would have made a big difference. read more