I wish I could give zero stars – cheap prices do not excuse terrible service

I’ve been to this salon several times. Their prices are affordable, so when I’ve wanted to save a little money, I’ve gone back. Unfortunately, the experience has consistently been putrid.

Making an appointment seems almost pointless because the average wait can be around two hours. On one occasion last week, I was told the wait would be five hours. Five hours for a nail salon?

There are also practices that concern me. Instead of properly soaking product off, my nails have been filed down, yet I’ve still been charged for a “soak off”. I have personally not seen equipment being sanitised before use. I’ve experienced nails lifting, and products being used in ways that do not seem appropriate for the service being performed.

The customer service and professionalism are another issue entirely.

Staff openly speak about customers amongst themselves, sometimes in another language, directly in front of them. I even became aware of the term “Happy Birthday customer” apparently being used amongst staff to refer to a difficult or fussy customer. Whether customers understand the language being spoken or not, discussing them in front of them is incredibly unprofessional and creates an uncomfortable environment.

But today was the final straw.

I arrived at approximately 16:40 for a simple Gelish manicure and pedicure. The salon trades until 18:00, yet I was initially turned away. I then phoned the number linked to the Instagram page, and the lady I spoke to was wonderfully kind and tried to assist.

I eventually had my toes done.

By approximately 17:55, after I had already been there for over an hour, I was asked what I still needed. I explained that I only needed simple Gelish on my nails. I was then asked whether I could come back tomorrow.

I explained that I couldn’t. I work during the week and had specifically come during the salon’s advertised operating hours.

What made this even more frustrating was seeing staff sitting outside while customers were waiting. If certain employees cannot perform particular services, why are staff not being cross-skilled so that the salon can better manage demand?

Because only my toes were completed, I was charged the full standalone price instead of being accommodated on the special I originally came for. I even offered to return the following weekend and pay for the entire special, but was told it would only remain valid for three days after purchase.

So after sitting there for approximately an hour and a half, I walked out having managed to get nothing more than Gelish on my toes.

What is most disappointing is that I have actually continued supporting this business because I believe the concept has potential. The pricing is competitive and the business model could be great. But affordable prices do not mean customers should accept poor service, excessive waiting times, questionable hygiene practices, unprofessional conversations about customers and absolutely no attempt at service recovery when the salon itself cannot accommodate a client.

Where is the customer care? Where is the management? Where is the accountability?

You have customers who continue coming back despite bad experiences because they genuinely hope you will improve. Instead of taking those customers for granted, listen to them.

You have a potentially great business model, but the way this salon is currently being managed is ruining it.

Wake up. Fix the service. Train your staff. Manage your queues properly. Respect your customers.

Cheap does not have to mean poor.