I've been here several times, and I've overlooked a few issues in the past when I didn't use my…read morepreferred tech. However, it's becoming more noticeable that many of the staff seem rushed. When someone is spending around $200, time and attention to detail should come with that, and unfortunately, that hasn't been consistent. The lack of time taken is clearly leading to mistakes.
During my most recent visit, I got a pedicure and brought my own base coat, polish, and top coat. The technician applied layer after layer of polish without allowing proper drying time, which caused it to smear. I followed the instructions and waited the recommended 10 minutes. By the time I got to my car, my first big toe had already smeared. I decided to leave it alone, went home, and sat through an entire movie. After that, when I got up, my second big toe had smeared as well.
I had to return to get it fixed, which should not happen after spending that kind of money. Although a different technician corrected it and took her time, that level of care should have been there from the start. I appreciate that it was fixed, but at the same time, I paid for a completed service the first time.
I understand this is a business and there's a desire to move quickly and accommodate as many customers as possible, but long term success comes from making each client feel valued. Rushing through services to get to the next person creates a poor experience and impacts quality.
I also did not appreciate being pushed to upgrade to gel when I had already decided on what I wanted. I was there with my daughter as well, and while we were accommodated, the overall experience still felt rushed.
At this point, I'm not sure if I'll return. If I do, it will only be for Jenny. Her customer service is a 10 out of 10. She is patient, attentive, and takes the time to walk you through options. She even recommended polishes I had never tried before. She consistently greets me warmly, checks on me throughout my visit, and makes the experience feel personal.
If I were rating Jenny alone, it would easily be a 10 out of 10.