Aura Nails

Business reply on Google

Hi Kimberly, yes, our website says walk-ins are welcome — it does not say walk-ins are guaranteed immediate service. There is quite a difference. 😊 You walked in around noon with a party of THREE without appointments. Unfortunately, our technicians were already busy with clients who had appointments, so we offered you our next available opening at 5:00 PM. We’re genuinely curious what you expected us to do — ask three existing clients to get out of their chairs halfway through their services so we could accommodate three walk-ins immediately? 😅 “Walk-ins welcome” simply means we are happy to take walk-ins when availability allows, which is standard practice at salons. Being fully booked at the exact moment you happened to walk in is not poor service; it means we were busy serving the customers already in our chairs. You mentioned that you “won’t go back,” and we completely respect that decision. We wish you the best finding a salon where three technicians are guaranteed to be sitting around waiting for an unannounced party of three. 😊

Business reply on Google

Hi Martinez, Let’s clear up a few things. Your appointments were scheduled for 1:30 PM and 2:45 PM for two fill services. You arrived around 3:00 PM and then stated that you thought the appointments were at 3:00 PM and 4:00 PM. Those were not the appointment times on our schedule. We also use a booking system that sends appointment reminders, so the scheduled times were available to you before your arrival. Upon arriving late, you requested that we complete both fill services immediately. Unfortunately, that’s not how scheduling works. Our technicians were already booked with back-to-back appointments, and we cannot push back other clients who arrived on time to accommodate missed appointments. No one “said no” just to say no. We simply did not have the availability at 3:00 PM because the time reserved for your services had already passed. It’s disappointing to see our staff blamed for a situation they did not create. We didn’t receive an apology for the missed appointment times, but somehow we’re receiving a 1-star review for honoring our schedule and respecting other customers’ appointments. We wish you the best.

Business reply on Google

Hi Yaritza, thank you for sharing your experience. We sincerely apologize that your soak-off service did not meet your expectations. We understand your concerns regarding the removal process and the discomfort you experienced. As discussed, we have already reached out to you directly because we take feedback like yours very seriously and always want our clients to leave feeling satisfied and cared for. We appreciate your previous support and the trust you’ve placed in us over the past few months. We hope to have the opportunity to make things right. Thank you 🙏

Business reply on Google

Hi Vae, We are sorry to hear that you are experiencing discomfort. After reviewing your review and photo, we would like to clarify that your visit was approximately one year ago. Our salon follows all State Board sanitation and disinfection requirements, and all reusable implements are properly cleaned and disinfected between clients. While we understand your concern, a photo alone cannot determine the cause of a nail condition. Nail discoloration, separation, and other changes can occur for many reasons, including injury, pressure from footwear, fungal infections, medical conditions, or events that occur months after a salon service. Because of this, it would not be accurate to conclude that a salon visit from a year ago caused the condition shown. We are not medical professionals and cannot diagnose nail disorders. Since you mentioned pain, we strongly encourage you to consult a podiatrist or healthcare provider for a proper evaluation and treatment plan. We take the health and safety of our clients very seriously and remain committed to maintaining sanitation standards required by the State Board.

Business reply on Google

Hi Ivana, Thank you for your review. We would like to clarify several points for accuracy. Our staff did check in during your service, and your appointment was scheduled for approximately one hour for short-length nails, which is our standard service time and not a rushed appointment. Our pricing is fair and in line with current industry standards, reflecting the quality of products and services we provide. At no point was there any intent to be dismissive. Our team may briefly speak another language when coordinating work-related tasks, which is common in many professional environments and never meant to make a client feel uncomfortable. Regarding the salon temperature, our air conditioning is consistently on and set to 74°F. Comfort levels can vary by individual, and we are always open to adjusting when concerns are communicated. After your visit, we reached out directly and offered for you to return for a complimentary fix if you were not satisfied. We did not receive a response. We stand by our work and are always willing to correct any concerns when given the opportunity. We appreciate your feedback and will continue working to improve every guest’s experience. — Aura Nails Ma

Business reply on Google

Hi Shonda, We’re truly sorry to hear that your visit didn’t meet your expectations. We always want every client to leave happy, and we appreciate your feedback. Our team did reach out to offer a complimentary fix, but we understand you chose not to return. Please know that we value your experience and will use your comments to improve our service and training. Thank you for giving us a try, and we wish you all the best.

Business reply on Google

Hi Elianna, Thank you for updating your review and for recognizing our effort to make things right. We’re truly sorry again that your experience didn’t reflect the level of care and quality we aim to provide. Your feedback has been shared with our team to help us improve both technique and communication around services like TAP manicures. We sincerely appreciate you giving us a try and taking the time to share your experience. We wish you all the best and thank you again for your honesty. ❤️