SG
Sorbet Group
Verified Business
SG
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Sorbet Group is facing widespread dissatisfaction across its franchise network. Customers describe rushed treatments, inconsistent staff skill, painful waxing and nail experiences, and disrespectful interactions at multiple branches. While a small minority highlight standout therapists, the overall sentiment reflects a brand struggling with quality control, accountability, and customer care across its locations.
TrustIndex
2.3
Ranking
#11
in Beauty & Personal Care
NPS Score
-79
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Sorbet Group is facing widespread dissatisfaction across its franchise network. Customers describe rushed treatments, inconsistent staff skill, painful waxing and nail experiences, and disrespectful interactions at multiple branches. While a small minority highlight standout therapists, the overall sentiment reflects a brand struggling with quality control, accountability, and customer care across its locations.
The most common complaint about Sorbet Group, based on Hellopeter's AI analysis of recent customer reviews, is Product Quality & Treatment Results. Treatment Results (1.3) is the most damaging theme. Customers report botched brows, lifting nails within days, burnt hair extensions, painful waxing leaving bruises and cuts, uneven haircuts, and damaged cuticles. Quality varies wildly between branches and therapists, undermining trust in the brand.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
Such a lovely experience from start to finish. The team was professional, welcoming, and made me feel completely comfortable the entire time. Everything was clean, organised, and done with real care and attention to detail. You can tell they genuinely value their clients and take pride in what they do. I left feeling refreshed, pampered, and already looking forward to my next visit!
1 reviews | Active since Jan 2020
Such a lovely experience from start to finish. The team was professional, welcoming, and made me feel completely comfortable the entire time. Everything was clean, organised, and done with real care and attention to detail. You can tell they genuinely value their clients and take pride in what they do. I left feeling refreshed, pampered, and already looking forward to my next visit!
1 reviews | Active since Jan 2020
Went to the parkhurts location with my newborn as I had to wait for my husbands meeting to finish and needed something to do. However my child started crying and needed feeding and it all got a bit much for this first time mom. So I ask them if I could come back another day to get my nails done. And on top of all of this they charged me R200 for gel soak off (which is over the actual charged price so where this number came from I don’t know… tipping herself and she wasn’t even present for most of the soak off) and I would have paid for the gel treatment and just come back to get the free service but they didn’t have the customers best interest at heart, only themselves and money. As a new mom I am very unhappy with this service. Not mom friendly at all!
1 reviews | Active since Jan 2020
Went to the parkhurts location with my newborn as I had to wait for my husbands meeting to finish and needed something to do. However my child started crying and needed feeding and it all got a bit much for this first time mom. So I ask them if I could come back another day to get my nails done. And on top of all of this they charged me R200 for gel soak off (which is over the actual charged price so where this number came from I don’t know… tipping herself and she wasn’t even present for most of the soak off) and I would have paid for the gel treatment and just come back to get the free service but they didn’t have the customers best interest at heart, only themselves and money. As a new mom I am very unhappy with this service. Not mom friendly at all!
1 reviews | Active since Jan 2020
An ex employee who is looking for a simple IRP5 document for 2023. No one is willing to help, tried to contact the franchise partner form Cedar Square, Head Office no response. Not asking for much just my IRP5.
1 reviews | Active since Jan 2020
I went to both branches of Sorbet in Hyde Park yesterday. I personally found the products I wanted on the shelves and then asked if I could test them to see if I needed the light or the medium . The assistant at the desk desultorily opened a drawer underneath the counter where dozens of testers were . She briefly looked through them and told me they didnt have a tester of the light only the medium. I tried on the medium but it was too dark. She then sent a male attendant to the other Hyde Park Sorbet upstairs and when he came back some ten minutes later she told me there were no testers but suggested I buy the product for more than R500 anyway! I told her I could not do that. I asked her when they would get more testers in and she said they would order some the next time they placed an order . NOT GOOD ENOUGHT SORBET!!!!!!
1 reviews | Active since Jan 2020
I went to both branches of Sorbet in Hyde Park yesterday. I personally found the products I wanted on the shelves and then asked if I could test them to see if I needed the light or the medium . The assistant at the desk desultorily opened a drawer underneath the counter where dozens of testers were . She briefly looked through them and told me they didnt have a tester of the light only the medium. I tried on the medium but it was too dark. She then sent a male attendant to the other Hyde Park Sorbet upstairs and when he came back some ten minutes later she told me there were no testers but suggested I buy the product for more than R500 anyway! I told her I could not do that. I asked her when they would get more testers in and she said they would order some the next time they placed an order . NOT GOOD ENOUGHT SORBET!!!!!!
1 reviews | Active since Jan 2020
I went to Sorbet Blueberry Square wanting a hydrating facial, the technician Marcia recommended a DMK Facial treatment saying that it is very hydrating. This was not hydrating at all, instead left my face very dry and peeling for the next 2 weeks. She put oil on my face and I told her that my face is shiny and painful and not glowing at all. She said it'll get better I must give it 7 days. Following that, I now suffer breakouts, have ****les and on my chin and forehead. NEVER AGAIN!!! Their technicians recommend treatments according to price and not what the client needs.
1 reviews | Active since Jan 2020
I went to Sorbet Blueberry Square wanting a hydrating facial, the technician Marcia recommended a DMK Facial treatment saying that it is very hydrating. This was not hydrating at all, instead left my face very dry and peeling for the next 2 weeks. She put oil on my face and I told her that my face is shiny and painful and not glowing at all. She said it'll get better I must give it 7 days. Following that, I now suffer breakouts, have ****les and on my chin and forehead. NEVER AGAIN!!! Their technicians recommend treatments according to price and not what the client needs.
1 reviews | Active since Jan 2020
After having been with Sorbet for about 20 years now, having had wonderful experiences in all Joburg branches, I can finally say that I am OUT! The Sorbet George branch is the epiphany of incompetence. Two times unable to provide the service that I have booked for, not ever having the same issue elsewhere. Unfriendly, *********** and elitist! @Clicks this store is single handedly bringing down the brand.
1 reviews | Active since Jan 2020
After having been with Sorbet for about 20 years now, having had wonderful experiences in all Joburg branches, I can finally say that I am OUT! The Sorbet George branch is the epiphany of incompetence. Two times unable to provide the service that I have booked for, not ever having the same issue elsewhere. Unfriendly, *********** and elitist! @Clicks this store is single handedly bringing down the brand.
1 reviews | Active since Jan 2020
Vergelegen Plein experience fraught with inexperience unsatisfactory customer service. Paying premium prices (R1175,00) my daughter was given an apparent student to do her nails. As a 15 year old she is going on holiday and will now have to carry this amateur attempt over 7 days without any opportunity to assist her because they are busy! If we are getting a student then surely student rates should apply.
1 reviews | Active since Jan 2020
Vergelegen Plein experience fraught with inexperience unsatisfactory customer service. Paying premium prices (R1175,00) my daughter was given an apparent student to do her nails. As a 15 year old she is going on holiday and will now have to carry this amateur attempt over 7 days without any opportunity to assist her because they are busy! If we are getting a student then surely student rates should apply.
Sorbet Group scores 1.4 out of 5 on Hellopeter's AI analysis of service quality in Beauty & Personal Care, compared to the Beauty & Personal Care industry average of 2.5. Their strongest theme is Customer Service (1.4); their weakest is Communication (1.3). The top AI-rated Beauty & Personal Care business on Hellopeter is Scentimental (4.3). How is the AI Score calculated? →
Sorbet Group has a TrustIndex of 2.3 out of 10 on Hellopeter, based on 76 reviews in the last 12 months. Hellopeter has tracked Sorbet Group across 1,174 total reviews. How is the TrustIndex calculated? →