Let's stipulate that this is definitely in the "first world problems" category, but I consider this a coaching session for the business rather than some whiny, snotty rant. I agree with a couple other reviewers who said Luxie used to be great. I was new to the area in the summer of 2017 and stumbled on Luxie (mainly cuz it had great parking!). It was really an upgrade from my old salon--nice atmosphere, better massages during man/pedi, good technicians doing Fill-ins. But things have gone downhill. Here's the BAD news:
--there has been a revolving door of the "front-of-store" staff ( the ones who do fill-ins) and a real lack of quality and consistency; I started with Esther (who disappeared) who was AWESOME, then Paula who was good(i think her name was Paula? All i know is she evaporated too)
--since those departures I have mainly have had Hannah or Amy. Amy is TERRIBLE! My last French fill in was so nerve-wracking....she was in such a hurry, used the wrong gel with the wrong light, kept having to re-do a couple nails until she figured out the mismatch....the attached picture shows how the "white" of my French is uneven, my cuticles were rubbed raw and the finish is lumpy. Amy also had major problems checking me out at the register during my previous appt. She messed up the transaction, two others had to come over and assist while I stood there for 5 minutes and a line built behind me, no "sorry for the mixup", "thanks for waiting", no eye contact--nothing.
--this is really a corollary to the last comment, but the "front-of-store" technicians are, at best, "customer-tolerant" and, at worst, rude. Smile, be gracious, acknowledge when you are keeping people waiting...you know, Customer Service 101.
--appointments are really just approximations, I.e. you may have one but don't plan to sit your butt in a chair til approximately 15-25 minutes past your appt time.
Here's the GOOD news:
--the nice ladies in the "back-of-store" who mainly do the pedis are very nice, friendly and do a great job. The pedis seem to last, the service is good, clean with thorough massages. No complaints there. Other than you are probably gonna have to wait in line almost no matter when you come for a pedi.
I am a good customer. I come regularly, I have 3 daughters who I often treat to services at Luxie. I have lots of friends who get these services. I am your target market. You should listen to me. But I'll be getting my nails done elsewhere.
UPDATE: 9 days into this last disastrous visit with Amy, 2 of my recently filled-in nails came loose and popped off in the middle of my vacation. Nice work Luxie! read more