This was by far one of the worst experiences I've ever had at a nail salon -- and I've been getting monthly acrylics for over 12 years. I decided to try Madeline's Nail Spa because a friend recommended them for their nail art.
I called around noon the same day and booked an appointment for 4:00 PM for a full acrylic set with nail art and a pedicure. I arrived 10 minutes early. About 20 minutes later, another group of two women arrived for their 4:30 appointment.
By 4:50, I was finally seated -- not for my acrylics, but for a pedicure. The pedicure itself didn't start for another hour. The service took about 20 minutes, and afterward, the technician simply walked away, leaving me to wait again -- this time for my acrylic set. I ended up waiting over an hour before being seated for my nails.
The man doing my nails could barely sit still for more than two minutes at a time, constantly getting up to help other customers. I didn't blame him entirely -- one poor woman had been there since 3:00 PM, and by this point, it was past 7:00 PM (they close at 7pm).
The scheduling was a complete disaster. Another woman who was booked for a mani-pedi waited so long that she told them she no longer wanted the manicure. Two other customers with an appointment ended up waiting 2.5 hours before deciding to call them out, cancel, and leave.
Every single customer seemed to be silently bonding over the chaos, exchanging looks and mouthing things like, "What is going on?" and "This is unbelievable." My acrylics were not finished until 8:50/9 PM -- five hours after my scheduled appointment time.
Throughout my service, I felt extreme anxiety knowing I needed to speak up, even though it's not my nature to complain. Normally, even if I'm unhappy, I leave smiling, tip well, and only vent to my mom later. But this was different.
When I went to pay, I was first made to feel like I was being difficult for asking about a 15% pedicure promotion they were advertising. After that was sorted, I calmly explained -- visibly shaking -- that while I loved the way my nails turned out and wanted to be a returning customer, this was an extremely poor first experience, not just for me but for every customer I had seen that day. I asked if they could adjust the bill, even slightly, given the wait time and overall experience.
At first, the man told me their system couldn't do any discounts. I suggested removing part of the extra charges for nail art or gel. He then spoke to another woman in the salon and suddenly said they could do 10% off -- after previously claiming no discounts were possible.
I explained again why this was unacceptable. Other customers even nodded in agreement. The man then walked away and sent over the woman he had been speaking to. She came right up to my face and, with hostility, yelled, "Then what discount do you want? Tell me a number." At that point, frustrated, I said "50%." She responded that the best they could do was 11%. I don't think I need to touch on the impudence of that comment.
Some of her other comments included:
* "Why didn't you leave mid-service?"
* "Don't come back if you can't be patient."
* "Don't come here if you can't afford it."
I was shaking with anxiety and disbelief. I paid and left. I sat in my car for a while, calling my mom to vent, and noticed that the woman with her daughter, who had arrived at 4:10, was still there when I left the parking lot at 10:15 PM.
After reading other reviews, it's clear that many customers have experienced the same issues I did. Unfortunately, several of the business's responses come across as dismissive, often stating they "checked the cameras" in an attempt to undermine the reviewer's credibility and downplay their negative experiences. In some cases, they even insisted the reviewer must have confused them with a different nail salon.
For a relatively new business, they have an unusually high number of five-star reviews, many of which contain identical wording and exaggerated enthusiasm, raising questions about their authenticity.
Overall, this was the single worst experience I have ever had -- not only at a nail salon but anywhere. The nail art turned out well, but the unprofessionalism, hostility, and blatant disregard for customers' time was appalling. If I could give negative stars, I would. I'm truly ashamed I spent a single dime here. While I could say I hope this business fails, it seems they are already on that path due to their own actions. read more
