I have waited several weeks to write this review to make sure I could be fair. I'm new to…read moreGatesville and have been to only one nail salon here. I had several visits before the pandemic and was happy with the service.
However, after a year of no pedicures, I decided to try Top Nails just for a change and to branch out because I'm new in town. Because it was my first time, I made an appointment instead of walking in, and I showed up on time.
I was greeted by a technician doing nails and I let her know I had an appointment for a pedicure and she directed me to the spa chair to sit in, even though others were waiting. They must have been walk-ins because she asked me to go ahead and take a seat. The girl at the desk seemed annoyed that I seated myself and stuck her head through the window and kind of demanded to know if I was there for a pedicure. I said I was and had an appointment. Maybe I should have checked in with her at the desk first but I was directed where to sit when I arrived. If that's an issue, the staff should square their procedures among themselves instead of making it awkward for the client. It was awkward and I was embarrassed.
The receptionist, seeming aggravated, brought me the menu without a word and I chose the deluxe pedicure rather than the basic, wanting to try them out at their best for my first visit.
Nothing was offered to drink. She asked if I wanted a particular service and I replied that I didn't know what that was so she shrugged and said, "okay." and put the menu away. It was left to the patron sitting next to me to explain the service to me. It sounded nice and I might have ordered it had it been explained to me by the receptionist. She seemed indifferent and annoyed so I was uncomfortable from the get go.
The tech who did my pedicure was distracted talking to another tech the entire service. She skipped the callous removal completely even though the tool was in her tray, and did nothing for my soles or heels except a soapy sponge, even after I told her it had been a year since my last pedicure. I apologized for the state of my feet and nails and she said that was okay and was friendly enough, just not thorough. The hot wax was fine but the attention to my nail beds and cuticles was nominal. She rushed and was not intent on what she was doing.
I have one damaged nail that other salons have always taken time and care to see to and make it look nice. I did not get that service here. This was in no way a deluxe pedicure or worth the increased cost. It wasn't even nice enough to be considered a basic pedicure. The next day, I noticed my cuticles, soles, and heels were still calloused, dry, and flaky. The only difference before and after was that I had nail color. Now I was the one who was aggravated!
I always tip $10 because I do appreciate the professionalism and service of this industry, and I still tipped that amount here even though I was unhappy. The receptionist called out to the tech what I tipped and only then did the tech speak to me and called out to come back and see them. I wanted to say, "no, I don't believe I will," but I just said "thank you." I was relieved to get out of there.
I'm sure they are nice people who work hard and have a loyal customer base. But as a first time client, my deluxe experience was not only uncomfortable, but subpar and disappointing. It was not worth the higher prices from my other salon, or the deluxe pedicure cost.
I am a good client who is respectful and friendly. I tip well as a base, and tip extra when I notice extra care being taken, and I do always notice and show appreciation. I care about the hard work service providers do and I always give bonus tips on top of the regular tip at Christmastime. If I am a regular for a particular technician, I will tip the cost of a deluxe service at Christmastime.
In return, I expect professionalism and expertise as a business model.
