It really breaks my heart to write this review because I absolutely loved coming to this place for the past 4+ years.
Long story short, Lani has been doing my acrylics for the past year. Most recently a nail will always break. I will absolutely admit when it's my fault and take accountability but many times my nail broke because the nail was already broken and not fixed properly or the acrylic was not thick enough for the long length of my nails. Here are the three negative experiences I had:
1. One nail broke so I called and asked Lani if I could come in and have her fix it. She said she was busy and I was desperate and asked if she could squeeze me in. She finally agreed so I get there and she had a sour attitude and was talking to Cathy about how she doesn't have any time for me. Kim walks in and graciously offers to fix it. Lani then finally tells Kim she can do it and fixed my nail. Kim apologized to me for the miscommunication and we moved on.
2. Second time my nail broke, I called Lani and asked if she could fix it. She said she was busy but to come the following day and anyone could fix it. I asked her if she could please put me on the calendar because I want to be mindful of the other appointments and don't want there to be a conflict. So she schedules me with Thi and when I get there the next day, Lani did not put my appointment on the calendar so Thi had no idea why I was there to see her. It was so awkward. Cathy and Thi were asking me why I didn't come the day before when Lani was there and I explained to them that I was trying to but Lani told me that she was busy so she scheduled me for the next day. After this incident happened I scheduled my next appointment (every 2 weeks) with Kim because I didn't want to deal with this silly shenanigans again and lost trust with Lani. A few days later Kim texts me and tells me that Lani wants to do my nails and I told her that was fine with me as long as she wants to do them and won't have an attitude.
3. Most recently, my index nail finger broke on Sunday and I got my fill 2 days before, on that Friday. This was the same nail that was broken which was poorly repaired so it broke again. I called the nail shop on Monday at 10 AM right when they opened and no one picked up. I called again and Cathy and Thi told me they're fully booked with no time. Me being a regular client of theirs, I know their level of volume based on the day of the week so I decide to do a walk in. I get there and there's absolutely no one there and they still keep telling me that they are fully booked so I kindly asked them to contact Kim because it felt like they were literally just refusing to assist me. They call Kim and then after they hang up, Thi comes back and tells me to come to her table to fix my nail so Kim must've told them to assist me. Cathy then chimes in and tells me that I should've told Lani to remove the broken nail and put a new tip on. I told Cathy that last time I checked, I am not a licensed nail technician and clearly it's the nail tech's job to determine that, not me. I told her that I hate coming in to fix a broken nail so if it was done the right way we could've avoided this whole situation. Thi then removes the tip with half the acrylic still on my nail and wanted to glue on a new tip. She was trying to do a quick fix and take the easy way out so I kindly told her that the nail should clearly be removed and put back on because I do not want to come back. While this is happening, a customer walks in and Thi asks if she has an appointment and the customer says that she does not. Cathy then takes the customer to begin her pedicure which really had my blood pressure boiling because they told me that they were "fully booked" but they went ahead and accepted a walk in so they were clearly being dishonest. Additionally, while I was there there were no other clients that came in so that reconfirmed that they were not being honest and were not in fact fully booked.
They basically didn't want to help me because they're not the one who did my set which clearly shows they have no sense of teamwork. I will even pay to fix the nail, so it's not about the money but the fact that they don't treat their regular loyal clients with respect, professionalism, and solid customer service. They clearly don't care to retain their loyal clients which has left a bad taste in my mouth.
In conclusion, I was honestly really hurt by the service I received because I was a regular client of theirs and did not expect to receive such bad customer service. I also feel like I was being robbed because of the poor quality of work in my fills and full sets which was causing my nail(s) to crack or break. I just hope Kim knows that some of her staff members are really tarnishing her reputation which I know she worked incredibly hard for. read more