Very Disappointing Experience - Great Staff, but Extremely Unprofessional Management…read more
My friend and I have been regular customers at this salon for approximately eight months, visiting together almost every month. We have always been very satisfied with the services, and the salon is consistently clean and well-maintained. Unfortunately, today's experience was extremely disappointing, not because of the quality of the services, but because of how we were treated by the owners.
We booked two regular manicures and two regular pedicures, and we clearly confirmed at check-in that we wanted standard services.
The staff members speak Vietnamese, while my friend and I do not understand Vietnamese and communicate only in English. We made it very clear that we wanted regular services. During my friend's pedicure, the technician asked us three separate times and showed us the service options on the menu. Each time, we clearly said in English that we wanted a REGULAR (STANDARD) PEDICURE, not an upgraded service.
Despite confirming this three times, the technician apparently misunderstood and performed a "Pearl Pedicure," which was charged at $59.
We completely understand that language barriers can sometimes lead to misunderstandings. Mistakes happen, and we were absolutely willing to approach the situation with patience and understanding. The misunderstanding itself was never the problem. The way management handled it was.
When we approached the front desk, we politely explained the situation to the male owner. We emphasized that we were longtime customers, that we always requested the same standard services, and that we had clearly communicated our choice multiple times in English.
Instead of listening or trying to find a reasonable solution, the owner and his wife treated us with shocking rudeness and disrespect.
They eventually told us, "Don't pay. Just leave!" The male owner also made an extremely dismissive and rude hand gesture, waving us away as if we were being thrown out. I even had to tell him, "Please keep your hands to yourself and be respectful."
We were not asking for free services. We were simply trying to explain that we had been charged for something we had never requested.
I want to acknowledge that the younger gentleman at the front desk apologized to us several times, and we genuinely appreciated his professionalism.
Unfortunately, this was not the first time we had witnessed concerning behavior from management. During previous visits, we had seen the owner speak harshly to employees .Although we do not understand Vietnamese and cannot comment on exactly what was said, the tone and behavior we observed were uncomfortable to witness.
The reason this salon provides such good services is its hardworking and talented employees. They deserve recognition and respect.
It is truly unfortunate that a business with such a skilled team and a clean environment can leave loyal customers feeling so unwelcome because of the owners' behavior.
After eight months of regular visits, we never expected to be treated this way over a simple misunderstanding.
Good customer service is not just about providing a quality manicure or pedicure. It is also about treating customers with patience, professionalism, and basic respect, especially when something goes wrong.
We left feeling embarrassed, disrespected, and deeply disappointed. This experience has completely changed our opinion of the business.
