August 17, 2014
I’ve heard it said that the mark of a good company is how well they manage and respond to customer complaints. I’m sorry to say that the manager of The City Spa, Leicester, has let both herself and her staff down.
My wife’s £25 manicure was a disaster. After one and a half hours the varnish hadn’t dried, and as it had failed to adhere to the nails, was easily scraped off without the need for nail varnish remover. Understandably, I needed to let the salon know how upset and disappointed she felt and also give them the opportunity to investigate what had gone wrong.
The manager’s emailed response, sent on behalf of The City Spa, was indifferent, even suggesting that my wife’s own actions had possibly jeopardised the treatment. What an utterly ridiculous notion, bearing in mind that the experience had just cost £25. She did however, promise to get back to me within a week, after she had retested the product, but 6 weeks on she has failed to respond.
MY REQUEST FOR A REFUND HAS BEEN IGNORED.
I have circulated the emails to family, colleagues and friends, who are wise enough to decide for themselves whether they would ever wish to do business with this salon.