I've been a loyal customer of this salon for a long time, but after what happened today, I'm officially done. And honestly, I should have stopped coming sooner.
Yesterday, I walked in without an appointment and was told they were busy. Fine. I understood. I then asked to make an appointment for today at 5:30 PM specifically with Erika. Mery, the owner, took my name and phone number and confirmed the appointment.
I showed up today at 5:20 PM, TEN MINUTES EARLY, ready to wait for my appointment.
Then Mery comes over and tells me she supposedly called and texted me earlier to tell me they were too busy.
WHAT A JOKE.
I received NO call. NO text. NOTHING.
I told her exactly that: "You didn't call me or text me. Don't lie to my face."
And suddenly, there was nothing to say. No explanation. No proof. Just a quick "sorry," followed by telling me she was busy and walking away.
That tells me everything I need to know.
If you don't want to honor an appointment, SAY SO. If you're too busy, COMMUNICATE. If you made a mistake, OWN IT. But don't tell a customer you contacted them when you didn't and then walk away when you're called out.
After being a loyal customer, I deserved at least the basic courtesy of being told the truth.
Instead, my time was completely disrespected, my appointment was not honored, and I was treated as if I was an inconvenience.
The worst part wasn't even that they were busy. The worst part was the dishonesty and the complete lack of professionalism afterward.
Mery, you're the OWNER. You're supposed to set the standard for how customers are treated. If this is how you handle a loyal customer, that's all I need to know.
You lost a customer today--not because you were busy, but because of the way you handled it.
There are plenty of nail salons where I can spend my money without having to argue about whether someone actually called or texted me.
Never again. My time, my money, and my business will be going somewhere else.
GOODBYE. read more