Jennifer Thompson

The most appalling customer service I

The most appalling customer service I have ever encountered. The front desk attendant communicated to me that should I already possess a nail varnish that wasn't applied at the Francoise Urban Beauty Retreat, they would be incapable of removing it. Her demeanor was exceedingly rude and she pulled faces, which was overall rather condescending. I clarified that removal is a simple process and they did indeed succeed in doing it. When the time for settling the bill arrived, I was told I was expected to pay double the amount I had previously paid online when I booked my appointment. The reason? Apparently, they had performed extra services I was neither notified of nor requested. I disputed this and we engaged in a lengthy conversation for approximately 10 minutes before it was finally agreed upon that I was not required to pay the additional fees. Subsequently, the receptionist asserted that I hadn’t paid online, despite me having presented her with the proof of payment. To add to the list of grievances, my nails were not adequately dried and I was forced to return for a touch-up as the nail varnish began to stick and peel, a mere five minutes after I had departed from the salon. I have never had to deal with such atrocious service before. The establishment itself is aesthetically pleasing and they stock reputable brands, which only serves to amplify the disappointment. Despite the positive aspects of the salon, the lack of professionalism and poor customer service severely detract from the overall experience. It's a shame, as they have the potential to be a great salon, but their current approach to customer service is sorely lacking.

Date of experience: April 19, 2024