I rarely leave negative reviews, but I feel other customers should know about my experience…read more
On May 31 7:43 PM, Highland Spa Nails texted me asking for feedback about my appointment. The very next day, June 1, I responded with detailed concerns about both my pedicure and full set. I explained that I paid for the upgraded pedicure package, but the water was FREEZING cold, the "extended massage" was practically nonexistent, my calluses were barely addressed, and the overall pedicure felt rushed and incomplete. It was HORRIBLE.
I also explained that my nails were crooked, extremely thick, uneven in length, pointed outward, had acrylic buildup around the cuticles, and looked poorly shaped overall. I was disappointed because I spent approximately $160 and felt the quality did not reflect the price.
After sending that feedback, I received no response for an entire week.
When I followed up, expressing my disappointment with the lack of communication, I was suddenly told that a staff member would be contacted and would reach out to me. I agreed and waited again. Nobody contacted me.
I eventually called the salon myself and was told that their guarantee only applies if issues are brought to their attention before leaving the salon or within three days. The problem with that explanation is that I DID contact them within three days--I actually responded to their feedback request the very next day, on June 1.
Rather than acknowledging that I had followed their policy, I was repeatedly told, "That's all I can tell you."
What makes this even more frustrating is that my appointment ended at closing time, and I felt rushed out as the staff were closing the salon. The doors had already been locked and had to be unlocked for me to leave. I wasn't standing there inspecting every toenail because I trusted that the services I paid for had been completed properly, even though. I may not have gotten the massage I wanted.
The quality of the work was disappointing, but the customer service afterward was worse. I made multiple attempts to resolve this privately before posting a review. I have screenshots of the feedback request, my response on June 1, the follow-up messages, and the later conversation where I was told staff would contact me.
I understand that mistakes happen. What I don't understand is asking customers for feedback, ignoring that feedback when it's negative, and then later refusing to address the issue by citing a deadline that the customer actually met.
Unfortunately, I cannot recommend this salon based on either the quality of the service or the way my concerns were handled afterward.
