1 /5 Kira Kearsley: I was really excited to get my nails done here and booked an appointment online. I arrived on time, but when I walked in, no one greeted me or acknowledged me. After waiting about 5 to 10 minutes and checking my phone, a staff member finally asked if I was checking in.
When I confirmed that I had an appointment, she informed me that the nail technician had gone home early due to illness. No one had called to notify me, even though I had driven a considerable distance to get there. Additionally, I had noted in my booking that I had dip nails, but they do not offer dip removal as a service. I also attempted to call ahead but was unable to leave a message.
I was considering hosting my bachelorette party here and had booked this appointment as a trial run. Unfortunately, the lack of communication and acknowledgment left a disappointing first impression.
One thing I noticed on their website is that they require clients to give 48 hoursâ notice for cancellations or face a charge. Yet, my appointment was canceled within that same timeframe without any notice or consideration for my time. If the situation had been reversed, I would have been charged. It would be nice if that policy applied both ways so that customers are treated with the same respect the salon expects from them.
That being said, the salon has a beautiful interior and a lovely ambiance. However, better communicationâsuch as notifying clients of cancellations and acknowledging them upon arrivalâwould greatly improve the experience.
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In response to your response:
Thank you for your response. No, I had never been a client at Opal before, and I was looking forward to it. The reason I wasnât a client is that I never received the service I booked. While I understand my appointment was made on short notice, the issue remains: I was not notified that the technician was unavailable until I arrived. I was told she had been there but left early due to illness, meaning the appointment was initially valid, yet I was never informed of the change.
Additionally, your website does not clearly state that dip removal isnât offered. I noted in my booking that I had dip powder and would not have scheduled an appointment had I known this.
That said, I appreciate the referral to the salon down the street, as they were able to accommodate meâthank you for that. I stand by my review because customer experience is not just about receiving a service but also about how clients are treated from the moment they walk in. I hope my feedback helps highlight the areas I was referring to.
