I'm writing this after a lot of hesitation, because this experience wasn't frustrating in a petty…read moreway...it was genuinely disheartening and deeply disrespectful.
I've been to this salon five times. On two separate occasions, I drove from Arlington to Gaithersburg for scheduled appointments, only to arrive and be told that Diane, the tech I was booked with, was not in that day. No call. No text. No heads-up. The first time, management said they didn't have my phone number, and the second time, I specifically gave it, but still wasn't contacted. I continued coming back because this was clearly a management issue, not Diane's.
To avoid further problems, I began confirming appointments directly with Diane. That's when things became even more troubling. During a visit, I was asked to take down a negative Yelp review, which I explained I had never left. Later, when I called to make an appointment, the man at the front desk said Diane "refused to do my nails" and that I needed to contact her directly. Diane told me she never refused and had no idea why that was said. When I called back, the man was rude, dismissive, and hung up on me, instructing me not to book through the salon again.
I asked Diane to clarify this with management, but she said it was about a negative review I supposedly posted--something I had never done. She even mentioned the review listed another person's name and photo, which she had told management, yet the issue kept coming up. After I requested she follow up with the man, she stopped responding entirely.
At no point was I rude or unreasonable. I simply expected basic professionalism, communication, honesty, and respect. Instead, I was blamed for something I didn't do, misrepresented, and dismissed repeatedly. This experience was about far more than nails, it was about how easily a loyal customer can be treated with disrespect.