Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Sorbet Group presents a deeply inconsistent picture across its franchise network. A small group of clients praise named therapists for warm, skilled care, but the dominant pattern is botched nail, hair, lash and brow work, charges that exceed advertised pricing, and complaints that go unanswered by branches and head office alike. Customers repeatedly describe wasted time, travel and money.
Top Strengths:
- •Customer Service, Staff & Experience: The strongest theme, carried by individual therapists such as Kira, Luthando, Sane, Raschelle and Ingisa who are described as professional, warm and thorough. However, rude reception staff, unavailable stylists and confrontational managers pull the overall picture down sharply.
Replied to 44% of negative reviews
Reply time on negative reviews: 94h 25m
TrustIndex
2.4
Reply Time
88h 45m
NPS Score
-80
Recommended: Unlikely
Replied to 44% of negative reviews
Reply time on negative reviews: 94h 25m
Nov '25 - Oct '26
Frequently Asked Questions About Sorbet Group
What do customers say about Sorbet Group?
Based on recent customer reviews, Sorbet Group presents a deeply inconsistent picture across its franchise network. A small group of clients praise named therapists for warm, skilled care, but the dominant pattern is botched nail, hair, lash and brow work, charges that exceed advertised pricing, and complaints that go unanswered by branches and head office alike. Customers repeatedly describe wasted time, travel and money.
What is Sorbet Group's biggest strength?
Sorbet Group's biggest strength, according to Hellopeter's AI analysis, is Customer Service, Staff & Experience. The strongest theme, carried by individual therapists such as Kira, Luthando, Sane, Raschelle and Ingisa who are described as professional, warm and thorough. However, rude reception staff, unavailable stylists and confrontational managers pull the overall picture down sharply.
What are the most common complaints about Sorbet Group?
The most common complaint about Sorbet Group, based on Hellopeter's AI analysis of recent customer reviews, is Product Quality & Treatment Results. A recurring theme is treatment failure within days. Gel and acrylic nails lift and chip, hair is burnt or knotted, brows are shaped unevenly and lash and wax work causes injury, leaving customers feeling misled about what they paid for.
How does Sorbet Group compare to other Beauty & Personal Care companies?
Sorbet Group scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Beauty & Personal Care, compared to the Beauty & Personal Care industry average of 2.6. Their strongest theme is Customer Service (1.5); their weakest is Communication (1). The top AI-rated Beauty & Personal Care business on Hellopeter is Scentimental (4.6). How is the AI Score calculated? →
Is Sorbet Group trustworthy?
Sorbet Group has a TrustIndex of 2.4 out of 10 on Hellopeter, based on 64 reviews in the last 12 months. They reply to 44% of negative reviews, typically within 94 hours 25 min. Hellopeter has tracked Sorbet Group across 1,191 total reviews. How is the TrustIndex calculated? →
Recent reviews (64)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Extremely Unprofessional Service and Unacceptable Attitude – Sorbet Richards Bay
I am extremely disappointed with the level of service and professionalism at Sorbet Richards Bay. The attitude and manner in which customers are treated are completely unacceptable. As a paying customer, I expect to be treated with respect, courtesy and professionalism, regardless of the circumstances. Customer service is not only about the treatments offered but also about how clients are spoken to and treated. A rude and unprofessional attitude creates an unpleasant experience and reflects poorly on the reputation of the business. I sincerely hope that management takes this complaint seriously and addresses the standard of customer service at this branch. Respect and professionalism should never be optional when dealing with customers.
1 reviews | Active since Oct 2026
Extremely Unprofessional Service and Unacceptable Attitude – Sorbet Richards Bay
I am extremely disappointed with the level of service and professionalism at Sorbet Richards Bay. The attitude and manner in which customers are treated are completely unacceptable. As a paying customer, I expect to be treated with respect, courtesy and professionalism, regardless of the circumstances. Customer service is not only about the treatments offered but also about how clients are spoken to and treated. A rude and unprofessional attitude creates an unpleasant experience and reflects poorly on the reputation of the business. I sincerely hope that management takes this complaint seriously and addresses the standard of customer service at this branch. Respect and professionalism should never be optional when dealing with customers.
1 reviews | Active since Apr 2018
Horrible to change formulas
I've been buying Vitamin c, Hyaluronic serums and other serums. The formula has been changed. The previous serums which I used for very long made my skin glow. This new formulas my skin is ugly and dull
1 reviews | Active since Apr 2018
Horrible to change formulas
I've been buying Vitamin c, Hyaluronic serums and other serums. The formula has been changed. The previous serums which I used for very long made my skin glow. This new formulas my skin is ugly and dull
1 reviews | Active since Jul 2025
Bleeding toe cuticles
I had a terrible experience at Sorbet chilli lane , they lady doing my gel toe nails damaged my cuticles to the point they bled for days , I phoned to complain and got told the manager would call only when I followed up did the manager call by this stage I had sent photos and they said they will get back to me now days later no news . I ask for a refund of just my toes even though I was so unhappy with my hands aswell . Still nothing . This is terrible service
1 reviews | Active since Jul 2025
Bleeding toe cuticles
I had a terrible experience at Sorbet chilli lane , they lady doing my gel toe nails damaged my cuticles to the point they bled for days , I phoned to complain and got told the manager would call only when I followed up did the manager call by this stage I had sent photos and they said they will get back to me now days later no news . I ask for a refund of just my toes even though I was so unhappy with my hands aswell . Still nothing . This is terrible service
1 reviews | Active since Aug 2024
SORBET
Be warned about Sorbet Sandton City opposite the iStore on the banking mall level. Once you have paid they do not care about the customer. Had such a bad experience in that store. In fact, I have never had a good experience in any of there stores. They are also ridiculously over priced. Do your homework and stop paying those prices. Insane !!!!!
1 reviews | Active since Aug 2024
SORBET
Be warned about Sorbet Sandton City opposite the iStore on the banking mall level. Once you have paid they do not care about the customer. Had such a bad experience in that store. In fact, I have never had a good experience in any of there stores. They are also ridiculously over priced. Do your homework and stop paying those prices. Insane !!!!!
1 reviews | Active since Sept 2026
.
So I booked a treatment at sorbet for a dermap planning and a threading and I was a very disappointed from the start, the beautician did not offer f recommended facials that come with the dermap planning should not not discuss the products she was going to be using ,she used to cold water while doing the treatment.Her application of the products must clumsy ,application in the products properly like treating my face is a face.The threading so so painful in under 20 minutes I had done both treatments the threading and the derma planning and I was forced to pay 540 rand for treatment that is confirmed to be done for minimum of 45 minutes if there's no facial I and greatly disappointed about the service I've received. When I got to the reception to lay my disappointment I was told that the manager is at church and she will call me as soon as possible nobody even tried to phone her to check availability and this is the Tuesday nobody's contacted me to discuss further how this horrible experience will be brought to justice.
1 reviews | Active since Sept 2026
.
So I booked a treatment at sorbet for a dermap planning and a threading and I was a very disappointed from the start, the beautician did not offer f recommended facials that come with the dermap planning should not not discuss the products she was going to be using ,she used to cold water while doing the treatment.Her application of the products must clumsy ,application in the products properly like treating my face is a face.The threading so so painful in under 20 minutes I had done both treatments the threading and the derma planning and I was forced to pay 540 rand for treatment that is confirmed to be done for minimum of 45 minutes if there's no facial I and greatly disappointed about the service I've received. When I got to the reception to lay my disappointment I was told that the manager is at church and she will call me as soon as possible nobody even tried to phone her to check availability and this is the Tuesday nobody's contacted me to discuss further how this horrible experience will be brought to justice.
1 reviews | Active since Dec 2015
Happy 21st! ... Not!
I have come to enjoy a pedi when i could find the time (no all of us are ladies of leisure with hours of free time to enjoy being pampered). Rose especially provides a really great experience. Then when i had an opportunity to take advantage of the 21st Birthday offer, and i had already made a booking on Monday, 21 September, receiving an sms on the day was a delight to confirm that i too could get the 21% discount. However, Bongi, who was doing the mani, started to say that there was no birthday discount on the mani/pedi. She had just started to push back the cuticle on my pinki. I had already waited a few minutes for my appointment. The thing is, on the day i had a tiny window and break in my meetings. So walking to reception to establish this was going to delay me and potentially make me late for my next meeting because reception was busy with another client at the counter. I had not time to debate and wait. Because of the delays and the attitude, i could not take on this battle, i walked out. Yet i have been disappointed at not being able to have the treatment last week.
1 reviews | Active since Dec 2015
Happy 21st! ... Not!
I have come to enjoy a pedi when i could find the time (no all of us are ladies of leisure with hours of free time to enjoy being pampered). Rose especially provides a really great experience. Then when i had an opportunity to take advantage of the 21st Birthday offer, and i had already made a booking on Monday, 21 September, receiving an sms on the day was a delight to confirm that i too could get the 21% discount. However, Bongi, who was doing the mani, started to say that there was no birthday discount on the mani/pedi. She had just started to push back the cuticle on my pinki. I had already waited a few minutes for my appointment. The thing is, on the day i had a tiny window and break in my meetings. So walking to reception to establish this was going to delay me and potentially make me late for my next meeting because reception was busy with another client at the counter. I had not time to debate and wait. Because of the delays and the attitude, i could not take on this battle, i walked out. Yet i have been disappointed at not being able to have the treatment last week.
1 reviews | Active since Sept 2026
Disappointing and Unprofessional Experience at Sorbet Vaal MallDisappointing and Unprofessional Experience at Sorbet Vaal Mall
I have been a regular Sorbet customer and normally have a pedicure without gel. On this occasion, my feet needed proper filing to remove dead skin, so I specifically requested someone with experience. I was allocated to the the****** who was available. Before she started, I actually had to remind her to sanitise the equipment. Unfortunately, the experience went downhill from there. She filed my feet so aggressively that my feet started bleeding. At one point, I had to take the file myself and show her how I expected my feet to be filed. This is certainly not something I should have to do when paying for a professional service. One of the things I normally look forward to most is the foot massage. Sadly, even this was disappointing, with very uneven pressure throughout. By that stage, I had simply given up and wanted the appointment to end. When I was leaving, I raised my concerns with the manager and specifically asked why I had been allocated to this the****** when I had requested someone experienced. The response I received was simply that she was available. That answer did not address my concern or provide any reassurance about the standard of service being provided. What happened afterwards was, in my opinion, even more disappointing. After leaving the salon, I stood outside speaking to my husband, and I could hear the staff inside having what appeared to be an open discussion about me and my experience. As a customer who had just raised a legitimate complaint, I found this extremely unprofessional and disrespectful. I have always associated Sorbet with professional service and customer care, which is why this experience was so disappointing. A customer should not leave a salon with bleeding feet, feeling that they had to teach the the****** how to perform the service, and then feel that the staff are discussing them afterwards. I hope management takes this feedback seriously, particularly regarding hygiene, staff training, customer complaints and professional conduct. I have been a regular Sorbet customer and normally have a pedicure without gel. On this occasion, my feet needed proper filing to remove dead skin, so I specifically requested someone with experience. I was allocated to the the****** who was available. Before she started, I actually had to remind her to sanitise the equipment. Unfortunately, the experience went downhill from there. She filed my feet so aggressively that my feet started bleeding. At one point, I had to take the file myself and show her how I expected my feet to be filed. This is certainly not something I should have to do when paying for a professional service. One of the things I normally look forward to most is the foot massage. Sadly, even this was disappointing, with very uneven pressure throughout. By that stage, I had simply given up and wanted the appointment to end. When I was leaving, I raised my concerns with the manager and specifically asked why I had been allocated to this the****** when I had requested someone experienced. The response I received was simply that she was available. That answer did not address my concern or provide any reassurance about the standard of service being provided. What happened afterwards was, in my opinion, even more disappointing. After leaving the salon, I stood outside speaking to my husband, and I could hear the staff inside having what appeared to be an open discussion about me and my experience. As a customer who had just raised a legitimate complaint, I found this extremely unprofessional and disrespectful. I have always associated Sorbet with professional service and customer care, which is why this experience was so disappointing. A customer should not leave a salon with bleeding feet, feeling that they had to teach the the****** how to perform the service, and then feel that the staff are discussing them afterwards. I hope management takes this feedback seriously, particularly regarding hygiene, staff training, customer complaints and professional conduct.
1 reviews | Active since Sept 2026
Disappointing and Unprofessional Experience at Sorbet Vaal MallDisappointing and Unprofessional Experience at Sorbet Vaal Mall
I have been a regular Sorbet customer and normally have a pedicure without gel. On this occasion, my feet needed proper filing to remove dead skin, so I specifically requested someone with experience. I was allocated to the the****** who was available. Before she started, I actually had to remind her to sanitise the equipment. Unfortunately, the experience went downhill from there. She filed my feet so aggressively that my feet started bleeding. At one point, I had to take the file myself and show her how I expected my feet to be filed. This is certainly not something I should have to do when paying for a professional service. One of the things I normally look forward to most is the foot massage. Sadly, even this was disappointing, with very uneven pressure throughout. By that stage, I had simply given up and wanted the appointment to end. When I was leaving, I raised my concerns with the manager and specifically asked why I had been allocated to this the****** when I had requested someone experienced. The response I received was simply that she was available. That answer did not address my concern or provide any reassurance about the standard of service being provided. What happened afterwards was, in my opinion, even more disappointing. After leaving the salon, I stood outside speaking to my husband, and I could hear the staff inside having what appeared to be an open discussion about me and my experience. As a customer who had just raised a legitimate complaint, I found this extremely unprofessional and disrespectful. I have always associated Sorbet with professional service and customer care, which is why this experience was so disappointing. A customer should not leave a salon with bleeding feet, feeling that they had to teach the the****** how to perform the service, and then feel that the staff are discussing them afterwards. I hope management takes this feedback seriously, particularly regarding hygiene, staff training, customer complaints and professional conduct. I have been a regular Sorbet customer and normally have a pedicure without gel. On this occasion, my feet needed proper filing to remove dead skin, so I specifically requested someone with experience. I was allocated to the the****** who was available. Before she started, I actually had to remind her to sanitise the equipment. Unfortunately, the experience went downhill from there. She filed my feet so aggressively that my feet started bleeding. At one point, I had to take the file myself and show her how I expected my feet to be filed. This is certainly not something I should have to do when paying for a professional service. One of the things I normally look forward to most is the foot massage. Sadly, even this was disappointing, with very uneven pressure throughout. By that stage, I had simply given up and wanted the appointment to end. When I was leaving, I raised my concerns with the manager and specifically asked why I had been allocated to this the****** when I had requested someone experienced. The response I received was simply that she was available. That answer did not address my concern or provide any reassurance about the standard of service being provided. What happened afterwards was, in my opinion, even more disappointing. After leaving the salon, I stood outside speaking to my husband, and I could hear the staff inside having what appeared to be an open discussion about me and my experience. As a customer who had just raised a legitimate complaint, I found this extremely unprofessional and disrespectful. I have always associated Sorbet with professional service and customer care, which is why this experience was so disappointing. A customer should not leave a salon with bleeding feet, feeling that they had to teach the the****** how to perform the service, and then feel that the staff are discussing them afterwards. I hope management takes this feedback seriously, particularly regarding hygiene, staff training, customer complaints and professional conduct.