So, I booked an appointment on the 20th of December 2022 for the 24th of December at 1pm well aware of their cancellation policy as I have been getting my nails done elsewhere for years so know the process of nail appointments. I booked it on their booking system which I recommend no one ever does as then money can be taken out your account automatically. The company they use their booking system through makes it impossible to get a refund and also they use it as one of their silly excuses to not give you a refund.
However, on the 23rd of December at around 10pm I took a covid test as I didn't feel quite right and progressively got worse as the night went on so thought I would check to make sure knowing I had this appointment the next day. It came back positive, and I made the decision to cancel my appointment even though I could technically still have gone however I was extremely unwell by the next day, coughing and sputtering, and I would have had to get a bus to the appointment, so it didn't make sense to go. I also didn't want to further spread covid especially with the that fact nail services usually require you to sit in close proximity of each other. I was trying to be considerate of the people who work there.
I would never normally cancel so late on, I felt absolutely awful doing so. Being a customer in the nail industry for the past few years I've never once cancelled last minute but it didn't feel right to go having covid and being so unwell.
I phoned their store as soon as it opened and got no reply. I phoned about 6 times within the hour and then called their other store in princes square and still no reply. I message their Facebook page and emailed them and no reply. I finally found a number in the booking system and messaged them to which they replied "got this" or something along those lines at around 11/12ish. The only other contact I got was a "xxx" response from the Facebook page hours later.
I assumed that my booking charge of £10 would be taken off me however I did not expect to be charged the full amount of £54 considering it was due to something completely out with my control, but I was. I messaged them on Facebook explaining how I was being charged the full price and they basically said that they couldn't do anything about it and a load of other rubbish. No empathy or compassion for the fact I had to cancel due to covid. This caused me a lot of stress and I was already extremely run down with covid, so I decided to leave it until I got better but by then I just wanted to forget about it as it angered me so much.
They didn't even suggest booking another day or explain that I would be charged full price. Communication was absolutely awful, and I feel totally taken advantage of and discriminated against for having covid. If I had cancelled last minute because of a situation caused by myself I would totally have accepted the full price charge however I thought they would be a bit understanding of my situation considering the past few years we have had however they were not.
It has put me off ever going there again even though I had a few experiences beforehand and loved it. I have also told all my family and friends so that they never have to experience such an unsympathetic place. read more