Please see my videos documenting my interactions with the manager, Suzy. I have also attached a…read morephoto of the final manicure I received on 3 Oct 26, and a response from Suzy demonstrating how her insults and unnecessary personal attacks were consistent with how she treated me in person.
I had been seeing Mai regularly for nearly 4 years, every four weeks, tipped around 30%, and for most of that time, I had very few problems. My experience changed dramatically during the final months.
On 5 August 26, I came in after 4 nails cracked and one tore off in less than 7 days. I returned to the studio with my torn finger bandaged, was blamed, and spoken to aggressively by both Mai and Suzy. Suzy claimed that boxing broke my nails, but I stopped kickboxing in 2025 after a leg injury. I was not participating in boxing or doing any unusual activity that would have caused half of my nails to crack. I became overwhelmed after being blamed, spoken to harshly, and made to feel responsible for multiple broken and damaged nails after years without these problems. I went to the bathroom to compose myself and bandage my finger rather than create a scene in the salon.
Soon after, my phone number was blocked from the salon for two months. When I raised the issue, Suzy denied that I was blocked and suggested the problem was with my phone. On 3 Oct 26, another employee told me that my number had been placed on the salon's block list.
During this same period, the way my services were handled changed. For years, Mai removed my dip by individually wrapping my nails. Suddenly I was repeatedly pressured to soak my hands directly in acetone because they said they were short on time. When I declined and offered to reschedule, interactions became increasingly unpleasant.
On my final visit on 3 Oct 26, I decided to stop dip completely. I had my nails cut down and received only a basic manicure with regular polish. The service took less than 45 minutes, yet I left with visibly uneven, lumpy polish and poor finishing. The attached photo speaks for itself.
While I was there, another longtime customer, Susie, came in complaining about broken nails, dissatisfaction with the length and color, and wanting Mai to repair the work. That stood out to me because I had repeatedly been treated as though my own complaints about broken nails were unreasonable.
At checkout, Suzy told me that Mai no longer wanted to service me. By that point, I had already decided I would not return and had deleted the salon's number from my phone.
I cannot know anyone's private intent, but given the blocked phone number, repeated hostility from management, severe nail failures, blame instead of accountability, changes to services I had received consistently for years, and a poor-quality final manicure, I became seriously concerned that I was being retaliated against rather than having legitimate service concerns addressed professionally.
I have filed a formal complaint regarding nail damage, service practices, communication and professional conduct. I am sharing my experience so prospective customers can make their own decision after seeing the photographs, videos and management's own responses.
