I received a coupon from a friend for the salon to have $10 taken off of a service of my choice. I am very happy with the current salon I go to, and without this coupon I would have never tried this one. Needless to say, I will never be back. I went to the salon to have acrylic nails put on for a special occasion and vacation. I made an appointment, and when I went, I asked their prices. First of all, this place wants to charge $50 for acrylic nails and $30 for fill-ins, which is outright ridiculous. But I figured maybe there was a reason for the price (great service? I think not), and I decided to have them done there anyway.
So I went, and right off the bat the lady (Kat) who does my nails takes three hours (from 4-7pm) to put them on! I started getting worried because I figured anyone who does nails professionally should not take this long, and any other place I have gone (high and low end, and this is supposed to be a high end place) has NEVER taken longer than an hour and a half. But, I don't complain, and when I get done, the nails look a little mishapen and filed crooked on the tips, HUGE lumps of acrylic were stuck under the fake nails that would not come off, and there are tiny bubbles in the dried acrylic on each of the nails. The acrylic was also laid much thicker on one side of each nail than the other. I was not too happy, but didn't make a fuss upon leaving since I was trying out a place, was unhappy, and didn't plan on going back.
When I was paying and leaving, the lady who does the nails tells me, "If you have any problems at all, come back and we'll fix them right away. I know sometimes nails lift and thats no problem to fix." I was astonished then because the woman was acknowledging a problem right from the get go and I already thought her work was shabby. I have never had ANYONE say anything to me about having a possible problem with my nails when I left their business.
So, what do you know, two days later I am out of state and my nails are lifting at the bottom. EVERY ONE of them lifted around the cuticles. Three of them pop off! I knew then I must come back to the salon although the work was bad, at least to get it fixed. When I came back three days later (this had been 5 days total since the nails were done) I immediately called to make a fuss. Well, I talk to Gail (the owner) and tell her the problem. I told her I did not want Kat to do my nails again due to the shabby work. She offered to fix them at NO CHARGE herself since she was the only other person at the salon that did nails and tells me, "Don't worry, I'll fix it myself and we'll get you all taken care of honey, " while apologizing over and over. Somewhat satisfied, I make an appointment with Gail and come in the next day.
When I come in, I was told Gail had already scheduled an extension appointment over my nail repair (obviously much more money is involved in the extensions). I was pissed. After waiting 20 minutes for her, Kat comes down the stairs and tells me I had an appointment with her. She was obviously oblivious that I had even organized an arrangement with Gail and Gail had pawned me on her.
So I tell Kat the problem. Although nice, she insists the problem is not her work. I ask to speak to Gail and Gail refuses to talk to me when Kat goes to get her (she will not come out of the back room because she is 'busy with extensions, ' although I can see her just talking to an employee and not a single customer was in the shop besides me!). So I go with Kat to get my nails fixed. Kat tells me there is nothing wrong and that it will be a $30 fill-in charge to fix. I show her where the nails are no longer attached to my nail bed at the base of EVERY nail and the three missing. She insists I just need a fill-in over the top of it because "thats just what nails do", like she didn't know I had been there only 5 days ago. Every other time I have EVER had nails put on, they have never lifted at all much less came off in 5 days, and I never use abrasives around my nails while I have them either, which is another excuse she tried to pull. So I tell her I refuse to pay for the obvious mistakes, and tell her to speak to Gail about it, since Gail refuses to address the problem with me. Gail tells her that I cannot have my nails fixed unless I pay, contrary to what she said on the phone. So I got up to walk out. On my way out, I tried to talk to Gail (and waited for her to come out of the room for 10 minutes while watching her STILL talking with an employee and not doing hair) to try to alleviate the situation. I get nothing except being blown-off.
After waiting, I told them that I was going to leave, and that I would make sure to tell everyone I knew about the horrible service and lack of respect they gave me, and they replied "OK, whatever you think... Have a good day" as I walked out the door. I was nothing but gracious until Gail refused to talk to me a second time, so there was absolutely no excuse for their behavior. So I am here to state if you are to the Wilmington Area DO NOT visit them. I have heard several other complaints from acquaintances that they had bad service (bad haircuts, color, and nails) and similar things regarding payment for the SALON'S messups had happened. I will never visit them again. I am sure that this fairly new salon will never make it since they obviously do not care what even a patient customer thinks.
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