I've been a loyal client for over a year, always spending $100+ per visit and tipping generously but my recent experience left me shocked, disrespected, and completely unheard.
I've been going to Kay for over a year now and have always paid $100+ for my sets and tipped $20 or more every visit. She's very skilled at what she does and has always executed my nail inspo beautifully which is why I've remained loyal and even referred several of my own clients, friends, and their family members to her.
However, my experience today left me feeling truly disappointed and disrespected. When I showed the picture of the design I wanted (which I had sent beforehand), one of the nails didn't match what was discussed. When I mentioned it, her response and tone were very condescending and patronizing, as if I was wrong for expecting what I had already communicated.
Instead of calmly clarifying or adjusting it, her response and tone were very condescending and patronizing, as if I was wrong for expecting what I had already communicated. From there, she began overtalking me, raising her voice, and even speaking to another nail tech in another language while looking in my direction. I couldn't understand what was being said, but it was extremely uncomfortable and made me feel as though they were talking about me which is unprofessional in any service setting.
At one point, a man came over someone I often see at the front desk seemingly to see why she was yelling. When I asked if he was the owner, he shook his head no. I then asked if he was the manager, and he shook his head yes. Still, he never once asked what was going on, never attempted to de-escalate the situation, and offered no assistance. He then began speaking in another language and walked away without saying another word. I found that extremely unprofessional and dismissive.
What hurt the most was when she said, "I take my time with you for only $100," as if the price she set was a burden and to clarify, that amount wasn't even for a new set; it was for a fill-in with designs on every finger. That's always the case with my fill-ins. My nails aren't long I'd classify them as medium length yet I've noticed she always rings me up as "long." I never once complained about the pricing, even though people often tell me it's a lot, especially since I don't get my toes done. As a business owner myself, I've always preached not to question someone's pricing that's their worth, and if you can afford it, you can, and if not, you simply don't.
The entire situation caught me so off guard that I had to take a step back just to make sure I wasn't overreacting. I remained calm and respectful the entire time, even as I was being talked over and made to feel small. As a loyal client and business owner, I believe in treating every person with kindness, respect, and professionalism.
The salon is clean and nicely presented, but customer service matters just as much as skill. Sadly, this will be my last visit. I wish her the best, but no one should ever leave a service feeling disrespected, patronized, or unheard. read more