I have been a customer of Entrada for some time, which is why I am especially disappointed that I…read moream now taking the time to write this review.
Every time we come in, we hardly ever leave without spending approximately $400-$600 or more on services for me, my daughter, my mother, and my sister. Each of us typically gets a dip manicure and a gel pedicure. In addition to the $400-$600 or more spent on services, we also tip each nail technician $20 in cash for each service, which is approximately another $160 in tips per visit. We have been loyal customers and have consistently supported this salon with significant business.
Two weeks ago, an appointment was missed that had been made under my mother's name. At the time, I was in the hospital recovering from a hysterectomy. I had only been released from the hospital less than 24 hours earlier and was at home recovering and heavily medicated. Unfortunately, my mother did not cancel the appointment, and I completely understand that the salon has a right to be frustrated by a missed appointment. What I do not understand, or excuse, is the way management chose to handle it.
When I attempted to explain the circumstances to Erica, rather than having a professional conversation with me, she became argumentative and began yelling. There was no attempt to show understanding or even simply communicate the salon's missed-appointment policy. The interaction was unnecessarily hostile and completely disproportionate to the situation.
Since then, I have attempted to call the salon several times, and my calls have repeatedly been answered and immediately disconnected by Erica. I have never experienced this kind of behavior from a business I have patronized regularly, especially after spending hundreds of dollars on services and tips each visit. It has only reinforced my decision that I no longer want to give Entrada my business.
A missed appointment can be addressed professionally. Customers can be reminded of policies, charged a cancellation fee, or simply told that future appointments cannot be accommodated. What is unacceptable is treating a customer who is explaining that she was literally recovering from surgery as though she deserves to be berated and then apparently refusing to communicate with her afterward.
Good businesses understand that customer service matters most when something goes wrong. Unfortunately, my experience with Entrada's management demonstrated the opposite.
I will be taking my business elsewhere. There are plenty of salons that can provide good nail services; finding one that also treats its customers with basic professionalism and respect is apparently the more important distinction.
