I have been coming to this salon with my mom since I was a child, so writing this review is…read moredisappointing because I've had many positive experiences over the years. Unfortunately, my most recent visit was the worst customer service experience I've ever had period.
I had Gel-X nails done, and within five days the polish on one of the nails chipped. I called on Wednesday to schedule a repair for Saturday. I was initially told there was no availability all day, but after questioning it, I was given a 10:00 a.m. appointment. On Saturday morning, something unexpected came up, so I called before my appointment time to let them know I couldn't make it. I was told it was "no problem" and that I could come in at 3:30 p.m. instead.
After driving over 30 minutes to the salon for my confirmed 3:30 appointment, everyone acted as though they had no idea who I was or why I was there. I was told I could either make another appointment or wait because everyone was busy. I was understandably upset.
The technician who originally did my nails, Nina, then asked why I hadn't come at 10:00. I explained that something had come up, which is why I had called to reschedule. Her response was simply, "Well, now I'm not available," and she immediately turned around and walked away. There was no attempt to help resolve the situation or speak to me respectfully.
When I spoke with the front desk, I was told they didn't remember me calling. I showed them the call in my phone and asked if it was their number. They said they didn't recognize it, so I called the number while standing there and the front desk phone rang. Even then, there was little acknowledgment of the misunderstanding.
Thankfully, another technician stepped in to help. She recognized me, remembered that I normally come in with my mom, and kindly fixed my nail. While we were talking, I mentioned how disappointed I was because I genuinely loved my nails and only wanted the chipped one repaired since it had been just five days.
At that point, Nina began yelling across the salon that I was trying to embarrass them, make them look bad, and that I had never called. It was incredibly unprofessional and completely unnecessary. I simply responded, "You're the one making yourself look unprofessional. I'm a paying customer, and you're yelling at me across the salon." After that, I chose not to engage any further.
The repair itself was done well, and I appreciate the technician who stepped in to help. However, the way this situation was handled, especially Nina's behavior, was unacceptable. Customers should never feel attacked or publicly yelled at over a simple nail repair. Mistakes and scheduling misunderstandings happen, but professionalism is shown in how they're handled.
I truly hate leaving this review because I've been a loyal customer for many years and actually loved how my nails turned out. Unfortunately, because of how I was treated, I won't be returning. I hope management takes this feedback seriously and provides additional customer service and conflict resolution training specifically to Nina and the front desk receptionist, because no customer should have this kind of experience and feel attacked or disrespected.