A Very Disappointing Experience After Years of Being a Loyal Customer…read more
I have been a client of Lux Nails for years, and although my daughter previously had an unpleasant experience here and stop going there, I personally had never had a reason to complain until today.
I made a 10:00 a.m. appointment and arrived prepared with the nail design I wanted. My nail technician, Lina, explained that she could not do my first choice, which I completely understood. I showed her another design, and she confirmed that she could do it.
Halfway through my appointment, with my nails already done and essentially only the polish and design remaining, the manager, Meme, approached me because Lina's next client had arrived. Meme then asked whether I wanted to get my toes done instead or leave and come back later so Lina could take her next client.
I found this extremely unprofessional and honestly shocking. I was already in the middle of a scheduled appointment. I had somewhere to be afterward and an event to attend. Why should a customer who arrived for her scheduled appointment be asked to leave halfway through her service and return later so another client can be accommodated?
The situation became so uncomfortable that I could visibly see Lina becoming nervous and her hands beginning to shake. I even called my daughter while sitting there to arrange an appointment somewhere else because I realized I would likely need someone else to correct my nails.
After speaking with Meme, Lina was allowed to continue. However, I ultimately left with a nail color and design that were not what I requested or agreed to. I even asked before she finished about the design I had originally shown her, but nothing was corrected or explained.
I did not argue, cause a scene, or disrespect anyone. I simply paid Lina for the service and left. Now, after paying for an appointment that was supposed to have been completed correctly, I have to go somewhere else, spend additional money, and have my nails fixed before my event.
As someone who is a manager for 23 years and deal with customers and customer service for many 23 years in a 30 million dollars company. I understand that appointments can run behind and unexpected situations happen. What matters is how you handle them. You should never make the customer sitting in your chair feel rushed, inconvenient, or less important because the next appointment has arrived.
What disappoints me most is that I have supported Lux Nails for years. Loyalty should mean something. Every paying customer deserves to receive the service they booked, from beginning to end, without being asked to leave midway through so someone else can take their place.
Unfortunately, after today's experience, I will not be returning anytime soon. Great customer service isn't only about doing nails it's about respecting your customers, their time, their money, and the trust they place in your business. Highly disappointed in Lux nails Everett and management!!!
