Here's the complete review with all of the details combined into one professional, detailed review:
I am extremely disappointed with the service I received at Relax by Nails today.
First, I would like to recognize the gentleman who performed my pedicure. He was patient, kind, professional, and did an outstanding job. He took his time, made me feel comfortable, and provided excellent service. I have absolutely nothing negative to say about my pedicure experience, and I truly appreciate the care and attention he provided.
Unfortunately, my experience with my scheduled nail appointment was completely different.
I had an appointment with Mina at 4:45 PM for a full set. I arrived at the salon around 3:00 PM and received my pedicure while Mina was working on another client nearby. After my pedicure was finished, I patiently waited for my scheduled appointment time. Instead of being called for my service, I waited approximately 35 minutes with no explanation.
During that time, Kim approached me and asked if I wanted to reschedule my appointment. I was confused because Mina appeared to be finishing her current client's nails by applying a clear top coat, which typically indicates the service is almost complete. I assumed she would be available shortly to begin my scheduled appointment.
However, after finishing that client's nails, Mina put on gloves and proceeded toward the back of the salon to perform a pedicure for someone else. At that point, I asked Kim what was going on because it was already 4:45 PM, the time of my appointment, and I had been waiting.
Kim told me that Mina was going to do another client's nails who supposedly had a 5:00 PM appointment. Naturally, I was confused as to why a 5:00 PM appointment would take priority over my 4:45 PM appointment, especially since I was already there and had been waiting. Kim explained that the other client had made an appointment directly with Mina over the phone. However, that explanation still did not make sense because the salon's appointment system clearly showed that I had a scheduled appointment at 4:45 PM and was present and waiting.
The most upsetting part came later when I called the salon to provide feedback about my experience. During that conversation, Kim informed me that Mina did not want to do my nails because I had previously given constructive criticism regarding a prior service.
As a paying customer, I believe respectful and constructive feedback should be welcomed. Customers should be able to express concerns when they are dissatisfied with a service. Feedback is an important part of customer service and helps businesses improve. It should never result in a customer being refused service or treated unfairly.
What makes this situation even more disappointing is that Mina has done my nails several times in the past and, for the most part, did a very good job. The only concern I ever expressed was regarding my most recent visit, where I felt my nails were rushed and the quality of service was not what I had previously experienced. Because she had done such good work for me before, I chose to return and give the salon another opportunity.
If Mina truly did not want to perform my service, that should have been communicated from the beginning. She was aware that I had an appointment. She was sitting near me while I was receiving my pedicure and never once informed me that she would not be servicing me. Instead, I was left waiting, confused, and embarrassed while watching other clients receive service ahead of me.
To make matters worse, another customer sitting next to me noticed what was happening. We briefly discussed the situation, and she commented that the way I was being treated did not seem right and appeared unfair. She was there with her daughter, and after witnessing how the situation was handled, she chose to leave the salon without receiving service. Seeing another customer recognize the lack of professionalism and decide not to proceed with her own appointment further reinforced how poorly this situation was managed.
Ultimately, I never received the nail service I had scheduled. After spending a significant amount of time waiting for an appointment that was never honored, I had to leave and drive to Merrillville to have my nails done elsewhere.
The lack of communication, disregard for my scheduled appointment, and decision to refuse service based on previous constructive feedback created an extremely negative customer experience. My time was wasted, I was embarrassed, and I left feeling completely disrespected.
This was one of the worst customer service experiences I have ever had. No customer should be left waiting for a scheduled appointment only to later discover they are being refused service because they previously expressed concerns about a past visit. Professionalism, communication, and respect for customers' time are basic expectations for any business.
Based on this experience, I will not be returning! read more