Unprofessional Behaviour

recently visited BOA at Table Bay Mall and unfortunately had an unpleasant experience. On Wednesday, I WhatsApped the salon with photos showing that my gelish polish was lifting. I was booked for a touch-up on Thursday, 5th September 2024, at 3 pm.

Upon arriving, I was seated at the nail tech's table. She mentioned she had done my nails previously and wasn’t sure if the issue was with the septic color or if the gelish polish wasn’t set correctly. I suggested trying a different color since she wasn’t certain whether the problem was with the color itself. At this point, Phelo, the lady at the front desk, came over with an immediate attitude. She began raising her voice, loudly enough for all the clients and nail techs in the salon to hear. She stated, "As per our new policy, you can't change your color." I calmly asked to see this policy, as I hadn’t been informed of it.

Phelo claimed she had just gotten off the phone with the call center, who had confirmed this policy. I again requested to see where it was stated, noting that the policy on their website didn’t mention any restrictions like this. I also asked to speak to a manager. Phelo then rudely asked me, "What’s your problem?" and, while walking away, shouted at the nail tech to only remove my gelish and not to apply any new polish. She even ordered them not to give me the color chart, loudly enough for the entire salon to hear, leaving me humiliated.

The nail tech was clearly uncomfortable and apologized to me, explaining that I should not have been spoken to in that manner. To make things worse, two other nail techs mentioned that I should write a review and reach out to Teresa, as this was not the first time Phelo had been unprofessional toward clients. Another nail tech eventually brought me the color chart, saying I could change my color, but Phelo refused to tell me herself, sending the message through another tech.

As a regular customer, I come to BOA to relax and be pampered, not to be shouted at or humiliated, especially considering that I am pregnant and was already feeling stressed. I was forced to be the professional one in this situation, while Phelo’s behavior was uncalled for. The nail techs did their best to apologize on her behalf, which I appreciated, but this kind of treatment is unacceptable.

Based on what I’ve been told, this is not the first time Phelo has spoken rudely to a client, and if nothing is done, BOA Table Bay Mall stands to lose more customers. Action should be taken to address this unprofessional behaviour, as it overshadows the great work the nail techs do.