I've been coming to this salon since they first opened, which is why this experience was especially disappointing.
I called ahead and specifically made an appointment with Zen because I wanted an acrylic fill with chrome and moon-and-star nail art. I chose Zen because I knew she was able to do the nail art I was looking for.
When I arrived, I was told that Zen was not available and that there was no appointment under my name with her. I was then told that my appointment was actually booked with Jen. I understand that mistakes can happen, especially since the names Zen and Jen sound similar, and I was willing to give them the benefit of the doubt. However, the entire reason I made the appointment was to have the specific nail art done.
I sat down with Jen and explained what I wanted. She removed the polish from one of my pinky nails, asked whether I had acrylic, and then got up and walked away. A little while later, I was told by the man in charge that I needed to move and have someone completely different do my nails.
At that point, I was very confused and expressed that I could have easily come another day if the salon was unable to accommodate what I had booked. The situation gave me the impression that there may have been an issue with scheduling or overbooking, particularly because another customer who appeared to know the staff member took the chair I had originally been placed in.
Again, I gave the salon the benefit of the doubt because I have been a loyal customer. The new nail technician assured me that she would be able to do the moon-and-star design I requested. Unfortunately, she was not able to create anything close to my reference photo and had to ask several other technicians for help. When it became clear that the design could not be done, I simply asked for a clear coat and decided to skip the nail art altogether.
Unfortunately, the chrome on my nails is already peeling.
I explained to the manager how unpleasant and unprofessional the entire experience felt. Despite everything that happened--the appointment mix-up, being moved between technicians, not receiving the service I specifically booked for, and ultimately leaving without the nail art I requested--I was still charged $54 for what was essentially a plain set.
What was most disappointing was not that a mistake happened. Mistakes happen. It was the lack of communication, organization, and customer service in how the situation was handled. After being a customer since this salon opened, I expected much more consideration.
I will not be returning. I hope the management takes this feedback seriously, because the way this situation was handled could have been very different with better communication and customer service. read more