Pains me to right this because the nail techs are sweet and talented but the "customer service" has left me AGHAST. THEIR ATTITUDE and entitlement, under the guise of god knows what justification-SUCKS.
I had an appointment in Early March of 2022. I had to cancel because my family and friends were stuck in the Ukrainian war and I was pulled into assisting the humanitarian efforts. Logically, a valid excuse. Nails aren't exactly on your mind when your friends and family are being blown up.
I was rescheduled but was sick in the days preceding my appointment due to illness. I let them know DAYS in advance and they, obviously, decided to take me off schedule. Illness, is de-facto, logically a valid excuse.
I received an email from them (marketing, of course) encouraging me to come back and give them a try. I booked an appointment for the end of June. Thats when it got WEIRD.
I got a text from them stating I cancelled on them three times, (wrong, I cancelled once and was sick once where they took me off-since I physically couldn't come, nor would I have allowed to come pursuant to protocols re being sick, but ok) and requesting I pay almost four times, yes FOUR TIMES the amount of the service to hold my reservation.
Wait...what?
When I "cancelled" I did so courteously and respectfully with WAY advanced notice.
When they decided to cancel on me it was because I wouldn't pay an extortion fee of $135 to "hold my appointment." When I brought this up to their attention they legitimately could not care less. COULD NOT CARE LESSSSS. Over one, legitimate cancellation. After patronizing their business for months.
They're not in the business of keeping clients apparently and their flippant attitude sucks. It's too bad because I had been recommending them left and right. I wouldn't want anyone else to be on the receiving end of their phony caring attitude, and so am glad to part ways since they literally could not care less about keeping customers around.
As a suggestion: if you have a cancellation policy, honor that, don't extort your customers simply because they abide by your policies. If you have a NO CANCELLATION policy, be upfront about it.
These things seem small. Why the offense? Because you come here to feel good. And pay a tremendous amount for it. Any business that goes out of their way to put you down and make you feel bad, should be avoided. Regardless of whether they can draw a pretty flower on your finger.
You're in the service industry-that requires empathy, understanding and care. If you can't, at the least, provide that, you shouldn't be running a business of that type.
I completely understand that a tech needs an open schedule. That spots can be filled by others. But with a tremendous amount of notice, the lack of leeway is bizarre. The exorbitant "deposit" and callousness just lost you a paying customer. Talent can only get one this far. Especially in this business.
Proceed with caution in booking here or becoming a regular. There's a tremendous amount of talented nail techs and salons on every corner. People come for the art and stay for the respect and connection. Hope they'll understand that going forward. read more