5 /5 Tyler Morris: EDIT: Management reached out swiftly and took full accountability. They additionally offered a free service and made sure to reiterate that all feedback helps. This was a really great customer service response and I will be back! This has made me change my review from 2 to 5 stars.
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I went yesterday, and my technician spent a large amount of time conversing with her colleague during my session. I wouldn’t normally mind this (I’ve been here before and know their quality is typically great), but this seemed to distract her because she ended up drilling so hard that three of my cuticle beds were bleeding (pics attached - dried blood is visible). I made her aware to this after she continued to drill for a few minutes - it didn’t appear that she had noticed, which concerned me. I mentioned that I needed her to stop drilling because I was in pain and needed antiseptic. Antiseptic was provided and she was ultimately able to complete the service, but the entire reaction was nonchalant, and no discount was offered at the end (which would have been a nice consolation to the experience). This isn’t something I would expect from a higher end salon like this.
In addition, in the beginning of the appointment, she also scolded me for not coming frequently enough - I told her that was fair and that I understood. She continued to harp on my irresponsibility, to which I then reluctantly and quietly pointed out that I had recently gotten laid off and that money was an issue. She doubled down and asked the reason why I had let my nails grow so long - I had to then loudly say that money was prohibiting me from coming as frequently as I wanted. This was VERY awkward and unpleasant - I understand the importance of regular nail care, but please try to read the room and not shame your customers! They may have a legitimate reason other than just pure laziness.
Again - this salon usually knocks it out of the park from a quality standpoint, but this experience was frustrating.