Response from Nails On The Exe
Hi anonymous,
I’m so sorry to hear this — that’s absolutely not the experience I’d ever want for you or anyone who visits us. Please accept my sincerest apologies.
I always want every client (and our team) to feel their very best, so it really saddens me to know you left feeling disappointed. Having our first 3-star review in three years is every salon owner’s worst nightmare, and I’d truly love the chance to look into this properly and make things right. I would like to offer a complimentary treatment also and hopefully show you that we truly wish to give you our very best care.
Any feedback that’s negative, I always hope to resolve privately — it’s so important to me to have the opportunity to put things right. Feedback, even when it’s hard to hear, is also an amazing way to keep ourselves accountable and make sure we’re always improving and avoiding client dissatisfaction. A Review like this can make such a difference to a small business.
The gel colour books. - i’m really sorry this wasn’t properly explained last time. We only have one main colour book for regular gel polish selections. The other books you may have seen are our nail art design books, which we only show to clients who have booked nail art appointments. This is simply because some of the designs require additional training or time, and we wouldn’t want to cause confusion or disappointment by showing options that aren’t available for your booking.
I completely understand how that might have been unclear at the time, and I really appreciate you raising it so we could explain.
I’m really sorry to hear you were nicked during your appointment — I know that can be uncomfortable. Even with the greatest care, nicks can sometimes happen from time to time, but we always do our very best to avoid them and make sure you’re looked after if they do occur.
Sasha is still in her first year of working in her very first salon, and we’re incredibly proud of how far she’s come. She’s actually at the very top of our review leaderboard — a reflection of how many clients love their experience with her. 💙 Every bit of feedback helps her continue to grow, and we truly appreciate you sharing yours.
If you wouldn’t mind reaching out to me directly at [email protected], I’d be so grateful for the chance to discuss this further and ensure you feel completely satisfied with the outcome.
Warm regards,
Lois💙
Nails on the Exe