Pathetic service from Owner at Sona's

Horrible customer service and bad attitude of the owner on 2 occasions.

1. Sona's agreed is a busy salon however the owners attitude and customer management skills is pathetic to say the least - I first visited the salon on the 29th October ' I advised the owner via her what's app business line I may be 5-10 mins late and she advised please stick to the appointment time given. I respected this as I hate to be kept waiting. I was on time and pleased with my Nail tech Nikita therefore I requested If the following month if I could book her for a new set. The owner strongly disagreed with this saying they don't have one nail tech and on commission basis this is not allowed. I respected her business and booked my second nail appointment on the 25th of November. This visit the owner refused to allow me to have tips placed as she said I mentioned soak off and new Gel nails and toes and due to customers making appointments and her having a time limit per nail tech she cannot let me have Gel tips done on this occasion. (let me add the 1st time I wasn't asked in advanced but just allowed to have tips in my appointment) I expressed my nails are weak and I would prefer tips but the owner refused. When I asked the nail tech how much longer is tips going to take she said roughly 20mins. I asked 3 times how best they could allow me to have the gel tips bit the owner Refused. The 2nd day of my new set the gel started to crack and chip I sent photos and complained immediately. They charge you R40 extra to draw on a gel tip per set because this is not included in the original pricing and my tips were terribly uneven and started chipping immediately. The owner said she would have to ask the nail tech Why this occurred and I must pop in to show her. I waited for her response as she advised only the tech can explain why it was chipping on the second day. I tried to make contact the entire week and was just informed that it was black Fri week and she was busy. I understood and expressed I will wait for a appointment so we can see to the broken and chipped nails. It took roughly a week to have a set appointment on my schedule and the salons Today the 7th I was given an appointment at 1130am to repair the nails. At 1115am upon arrival at the salon the owner let me know she's busy and that I would have to sit and wait for a free Nail Tech. I asked how best can we resolve this situation as the entire set now just over a week old is looking terribly tatty. She argued that I broke my natural nail and that it's not the responsibility of the salon to help me. I was confused because we never disused this over what's app. I was then told to take a seat and wait because they don't have space at 1130 am people were late and it's December and I should not expect to be seen on time. I advised her I only have an hour and expect as per her whats app to be seen as close as possible to 1130am. She then told me she's going to refund for a booking that I was asked to pay for in advance for what would have been my 3rd nail appointment with the salon on the 21st. DEC 2020. least to say I was very confused and asked her if she was implying I was not welcome to use the salon because I wanted to stick to an appointment they made. She tried to brush me off by making notes on her phone and then told me I cannot expect to be seen via appointments because she's too busy and rather have people who can wait around than make appointments in her salon. She also started to tell me that taxis and staff were a problem and she cannot book my appointment. She's refunding me because I'm too fussy and need and appointment (one she asked to book 3 weeks in advance). She also made unrelated comments that She was glad she had a personal driver to move her around. Utterly confused I asked again is she advising that I am no longer welcome to book at her business... Her response is she would rather have people who can wait and didn't expect her to keep to her appointments. She at this time cannot confirm if she can keep any appointments in Dec and she didn't want to have my booking fee that she asked for at my last appointment. Anyhow after the 20mins confusion she allowed me to see a nail tech to repair the poor job on my set of nails. I had the courtesy of asking as I left if she needed me to pay for the repair and she just brushed me off again.

Never have I encountered in all my 15yrs of doing my nails a more weird business owner as Sona's beauty and Laser in Springfield home centre.

She has an amazing compliment of staff but she who doesn't do nails hasn't the slightest clue about customer service and business etiquette