Dear Claudine,
I…read morehave been a loyal customer of your salon for approximately five years, which is why this recent experience was especially disappointing.
During my latest visit, my stepdaughter and I were encouraged to try a new nail technician and were quoted $150 for both hands and feet, including designs. The appointment itself was extremely time-consuming, taking about four hours for me and about two hours for my stepdaughter. Due to the length of the appointment, I was asked to return two days later to complete the service, which I did.
Prior to returning, I confirmed by phone that there would be no additional charge for the toe designs. However, when I arrived, I found you seated and having your cuticles done by the nail technician. As I sat nearby waiting, you began having a heated conversation with her regarding pricing. I was not involved, but I was close enough to hear the exchange clearly, which made me feel extremely uncomfortable as a customer. Situations like this should never take place in front of clients.
I then sat down and began my service, but the situation continued. The nail technician began escalating the discussion, and I could also hear comments being made from a distance. After listening to both sides, I felt increasingly uncomfortable with the environment and the way the situation was being handled. I ultimately chose to stop the service, got up, and left. I was refunded for the pedicure at that time.
While I was seated earlier, the environment had already become uncomfortable, with ongoing loud comments about pricing, customers, and money that were clearly audible. At one point, remarks were made suggesting that customers who could not pay should not return. This was upsetting and inappropriate.
In addition, the quality of the nail work did not meet expectations. Within less than a week, the stones began falling off and the finish deteriorated significantly.
After years of being a client, this experience felt disrespectful, disorganized, and far below the level of professionalism I would expect. Clear communication, respectful treatment of customers, and basic service quality were all lacking.
I would also like to note that Dina and Cary have always been very professional and excellent at what they do. I will greatly miss them.
I hope you take this feedback seriously and make improvements to avoid similar situations in the future.
Sincerely,
Irma