I recently booked a gel manicure and regular pedicure with Jade at Le’s Nails & Spa. I chose black for both my nails and toes, with a gel finish on my hands. To start on a positive note, Jade did a fantastic job on my pedicure and she truly does great nail art. My toes looked amazing.
However, I had ongoing issues with my gel manicure. I got my nails done on a Wednesday night, and later that same night the polish started chipping. I initially assumed it was my fault, possibly from prepping dinner. I called the next morning and scheduled an appointment to have them fixed. I went back on Thursday, paid to have them redone, and tipped again — no problem, because I believed I had caused the issue.
Unfortunately, by Friday night, the polish began chipping again and completely popped off several nails. I hadn’t done anything strenuous with my hands. I called Saturday morning, and the front desk receptionist informed me that several other customers who chose black had been experiencing the same issue. He advised that I would need to speak directly with Jade to schedule a fix.
When Jade returned my call, she repeatedly told me she “couldn’t put black polish on my fingers,” but never initially mentioned that there had been known issues with the black polish. I only learned that after speaking with the receptionist. She offered me a discount to fix them, but I had already paid twice — and tipped twice — under the impression that the problem was something I had done. At that point, I didn’t feel I should have to pay again for an issue that clearly wasn’t my fault.
When I returned to the salon, Jade’s attitude felt cold and unapologetic. There was no acknowledgment of the inconvenience, despite the fact that I live 30 minutes away and had already made two extra trips back. I only needed six nails fixed, and it didn’t feel like my situation was treated as a priority.
In the end, she did fix them without charging me — which I appreciated, because I would not have paid again. But overall, I left disappointed. If the issue with the black polish had been communicated honestly from the beginning, this entire situation could have been handled very differently. Accountability and customer care matter, and unfortunately, this experience fell short