COMPLAINT: Sorbet Montclare

There has been an incident at Sorbet Montclare . I have booked myself and mom for a mani and pedi with no paint for the 24 December 2021 @ 10:30. (I booked my mom for a Pedi and myself for both a mani and pedi) Please be mindful that this is my first time using the Sorbet salon. As you know, it is the day before christmas therefore the roads are quite full. Unfortunately we ran about 5 - 6 mins late due to traffic, they called and we let them know that we were walking into the mall and apologized for the delay. We got there and they let us know that they can no longer assist us, as they put another customer in our place. The beautician was prepared to do the mani and pedi for us, with no paint but Shay the manager declined and turned us away or alternatively the manager Shay was only prepared to have a mani and pedi done, which means that my mom had to forfeit her pedi treatment. I am sincerely disheartened by the service we received, as the traffic is something which is out of our control, given that it is 24 December 2021. It would've been a completely different situation if we were 15/30 minutes over time. This was an appointment specifically assigned to us and coming from a service driven industry, this unfortunately was not the correct approach. I have then received feedback from the franchise owner where they told me we were in fact 20 minutes late which in fact was not the case, they cannot go according to the time I signed in. As I went straight to reception the moment we arrived and after the back and forth discussion with Shay, I then only signed in, which was after we were liaising with her. This is a very conniving approach unfortunately, by Sorbet Montclare not taking ownership for their atrocious and shameless service.

I explained the situation to a friend and she had a similar experience with a complete different outcome on the 24 December 2021. I would commend Sorbet Waterfront on their great service and would also like to prove to the Sorbet Group the difference in service levels compared to Sorbet Montclare. I am still displeased about the fact that they are saying we were 20 minutes late as my mom is witness that we were not.