Terrible experience that was turned into a blissful experience only because of Privilege!

I feel obligated to write about my horrible experience at Sorbet Salon Somerset West Mall. This is my second bad experience at Sorbet and if it wasnt for the amazing work the nail tech Privilege does, I would really never go back there.

I work in the mall and called in yesterday to make a booking. I asked for the Entity promo that's running for R195 and got a booking. When I got to the salon, my nail tech had me sit down and asked if I have something in mind and I showed a picture on my fone of something I had done there before by Privilege which was perfect by the way. This lady then told me she does not know how to do the ombre that I wanted and was going to look for someone that can do that. I waited almost half of my lunch time over as I work in the mall and only get 1hour lunch time. After waiting so long the same lady came back with the manager Abigail and I was told that they wont be able to do my nails because only certain people do ombre. Now that right there I feel is a very important part that was suppose to be communicated beforehand when I made my booking because I'm going to assume all nail techs are qualified to do everything. The attitude of the manager was beyond terrible and if that is how customers gets treated by a store manager then theres a big problem. I was told by the manager that I wasnt specific on the phone to say what I wanted, whereas i feel as a manager/employee you should know to inform your customers before hand of what your nail Tech can or cannot do, that's just professional. I was told also that for what i want would cost an extra R35 and i wasnt asked anything when I did my booking, i was just told "see you this afternoon".

I had to reschedule to have my nails done today. I had it done by Privilege who did my nails before and once again I had a blissful experience and left so happy. Privilege deserves recognition for her amazing work and your manager Abigail needs to attend customer service training as she clearly missed that training. I am also in a management position and definitely know how customers should be treated so I know how I must be treated based on how I treat my own customers.

Employees like Privilege is what will make customers like me come back (only to her) after a horrible experience and Managers like Abigail will have customers never come back to your store.

I really hope I wont have a 3rd bad experience when I go back. I will be sure to tell everyone about my experience but also to let them know of how amazing Privilege is, a true asset for your business.