Yumnah M

Horrible service at Pavillion Branch

To whom it may concern. I am absolutely disgusted with the horrendous service I received at the Pavillion branch. I had come into store on the 17th of December with my friend who was getting her nails done with Jackie. Whilst she was getting her nails done I was interested in making a booking for the 23rd of December and had asked Jackie her opinion. She advised me to come in and book with her as she is the “head” nail artist in store. After making the booking for 3:30 on the 23rd I made sure to double check it before I left. I arrived for my appointment only to realize that the booking was not made. The manager, told me I would have to make a booking for another day as they can not help me. She did not even try to find a way to help me. After my friend spoke to her Over the phone she finally agreed to do something about it. She suggested I just do gel because the none of the other staff members knew how to do acrylic. So my question was why should I settle for something that I would be paying for when my appointment was to initially do acrylic and a pedi with someone who assured me they would do it. It is not the customers problem! At this stage I was absolutely furious I just needed my nails done immediately and did not even want a pedi because clearly they could not provide me with this service. I had to wait in the mall from 3:30 until 7:30 In the evening to get my nails done because I could not go home and come back . This was an absolute inconvenience to me as I had made arrangements in advance and had an engagement to attend but missed it. Jackie blatantly denied me making my booking and started giving me attitude to a point where she rolled her eyes at me in front of the customer she was busy with! Never in my life have I ever felt so humiliated for a service I am paying for. I was told I need to come back at 7:30 and Jackie will do my nails. when I arrived Jackie was nowhere to be seen and I was told she had left. Why promise me if you know that you won’t be in store! The petite coloured lady who had mixed my appointment up initially was the only one that apologized to me sincerely. She was absolutely accommodating towards me.. Sally who ended up doing my nails tried her best to make sure I was satisfied. She was s pleasure to deal with. This experience could have been avoided if they had just tried to assist me when I walked in today instead of giving me a hard time. I am absolutely disappointed with Jackie’s attitude as her behavior was the most appalling considering she was the one who told the lady what time to make my booking for. She has no customer service s****s and her attitude towards paying customers is horrible! I will not be coming back to nail factor anytime soon and neither will I continue to recommend this brand to any of my customers. Disgusting