I rarely leave negative reviews, but after giving this business two chances, I feel it's important…read moreto share my experience.
My first experience was with SuperTouch Salon in Manville, NJ. I arrived for my scheduled appointment only to find the door locked. When I called, I was told to drive to their Somerset location instead, which operates under a different name, Akari Nails. It was confusing and inconvenient to only learn this after arriving.
Wanting to give them another chance, I later made an appointment for a full gel set and pedicure and returned to the Manville location. The salon smelled strongly of mildew, and I was the only customer there. I specifically asked the technician to keep the length of my toenails and only reshape them. Instead, she cut nearly half the length off both big toenails and even used cuticle nippers to cut the corners of my big toes out. The pedicure was so poorly done that I left before even getting my hands done.
I contacted the owner, sent photos, and requested a refund. Instead, she asked me to come to the Somerset location the following day so they could repair the damage with acrylic.
After driving there in rush-hour traffic, I spent about 30 minutes waiting while employees called around trying to figure out who I was. They eventually put me on the phone with someone who told me I could either have my pedicure fixed or receive a refund. Since I had already made the trip, I chose to have it fixed. After waiting even longer with no resolution, I asked for the refund instead and was told there was "no way" they were giving me one.
I then asked where the owner was, since she was the one who had called me the day before and asked me to come in. I was told, "She thought you were someone else." That response was unbelievable, considering she was the reason I had driven back.
When I was finally helped, employees were recording me during our conversation, so I began recording as well. The technician who had originally botched my pedicure also arrived, repeatedly gave me dirty looks, and spoke about me with other employees. Using Google Translate, I understood enough of the conversation to know the comments being made about me were insulting and completely unprofessional. I was also repeatedly told, "This is the final time we're going to fix it for you," even though I had only asked for a refund. It was the owner who insisted I return.
After two disappointing experiences, confusing business practices between two salon names, poor workmanship, unprofessional customer service, and the way my complaint was handled, I cannot recommend this business. I will also be filing a complaint with the Better Business Bureau because I believe customers deserve better treatment and businesses should be held accountable when they fail to take responsibility for their mistakes.
Literally embarrassing to attach the photos of my toes because they look THAT awful and unrecognizable. But i need you to see this
