Yesterday, Mother's Day, myself, my mom, and the girls went to Martini Nails-a place we have gone many many MANY times. I made the appt early last week, to avoid any issues or wait times since it was Mother's Day. We were running late-because you know- Mother's Day it's busy with lots of moving parts/people to coordinate.... I called the salon ahead of my appt time to let them know we would be about 15 mins late for our appt. Appt at noon, be there about 12:15. The girl told me "it's fine, see you when you get here".
We walk in the doors at 12:18 to check in. The girl checking us in says: "oh sorry, we had to give away the kids butterfly chairs because you were late." When I asked "why would you do that, I called and explained we would be late, and was told 'it was fine'. After conversing back and forth I told her to cancel all 4 of our manicure/pedicure appointments and we left. Disappointed and feeling quite unappreciated.
After letting the dust and my anger settle, I called today. Asked for a manager. The girl who answered the phone just kept saying "how can I help you" she refused to acknowledge my question of "are you a manager and who am I speaking with". I began telling her the situation, she interrupts me and says "hold on" giving the phone to someone else. The manager Ti: incredibly rude and refused to acknowledge any wrong doing nor offering to make it right, was unapologetic and couldn't have cared less. He continously interrupted me, spoke over me and belittle me for being late even when I asked him to please listen and try to understand it from my perspective. I explained to Ti that when I called to tell them I was late, she easily could have mentioned another group wanting the chairs and perhaps had them go before us in order to avoid them waiting longer, since I gave them ample notice of our rummin late. He interrupted again and pointed out that I was late and they have the right to give away the appt. I agreed, but again reminded him I called and was told it was fine. I asked him to use this as a teaching moment so that his staff can handle situations like this differently going forward and to accommodate everyone without losing loyal customers. He replied that I was wrong and at fault. Needless to say the customer service was lacking that day as with his handling of the phone call today. Not once did he apologize or even attempt to make it right. Highly disappointed.
DO NOT get me wrong, I know that being late is not acceptable, but let's face it, life happens and we have all been late at one point or another.
On a brighter note we ended up getting in at Aksarben Nails in an attempt to salvage the nail debacle. Still looking for a new favorite nail place.... read more