Lusso Nail Spa

Business reply on Google

Thank you for sharing your feedback. We are sorry to hear that you were unhappy with your service. We would like to clarify that your nail technician was not rushed during your appointment. She spent nearly an hour completing your acrylic toe service, which is a standard amount of time for this treatment. Throughout the service, she regularly checked with you to ensure you were comfortable and satisfied before moving on to the next step, and no concerns were raised at that time. Because your toenails are naturally very small, acrylic enhancements can sometimes appear thicker than they would on larger nail beds. In particular, your pinky toenail has very little natural nail present, which means there is minimal surface area for the acrylic to adhere to. Unfortunately, this can make that nail more vulnerable to breaking if it is bumped or impacted. We understand that everyone's preferences and expectations are different. While we always strive to provide quality service and ensure our guests leave happy, we are disappointed to learn that you later felt dissatisfied with the results after expressing approval during the appointment. We appreciate your feedback and wish you the best in

Business reply on Google

We’re truly sorry to hear that you left feeling disappointed, as that is never the experience we want for any guest. We accepted your appointment as a last-minute walk-in and were fully prepared to stay after closing to complete both of your services. During your builder gel service, our nail technician initially used a dual-form technique — a newer method designed to create longer, more structured nails without excessive bulk. We do apologize that this technique was not explained more clearly to you beforehand. Once you expressed that you preferred the traditional method, the technician immediately removed the product and restarted the service to accommodate your request, despite the additional time required. Regarding the length, we did pause to confirm before shortening the tips, and at that time you approved the length. After the tips were cut, you later requested them to be longer. Our technician attempted to explain that, due to the condition of your natural nails and shorter nail beds, maintaining excessive length could compromise the durability of the set and potentially damage your natural nails. Inspiration photos can also vary significantly depending on each client’s nat

Business reply on Google

"Thank you for visiting Lusso and leaving this informative review. We wish you the best of luck in finding a salon suitable for all your preferences. Best, Lusso Management Team"

Business reply on Google

We’re sorry to hear that you were disappointed with your experience, and we appreciate the opportunity to clarify a few points. You arrived approximately 15 minutes late to your appointment without prior notice. Despite this, we were happy to accommodate you and provide the service. Please note that a manicure with dip powder includes nail preparation only; additional manicure services are always available upon request, and our technicians are more than happy to help when informed. Our technician stayed about 30 minutes past closing time to complete your service. While we understand that issues can happen, we’d like to clarify that the towel used was brand new, which may have caused some lint. Once this was noticed, the technician promptly fixed the nail for you. Before you left, we clearly informed you that your toenail polish might not be completely dry and that wearing boots could cause smudging. At that point, our staff had already stayed late, and unfortunately we were unable to remain an additional 30 minutes for drying time. We also had to clean the station after it was left in disarray. Our technicians work long hours—often 8 to 9 hours a day, 6 to 7 days a week—and they do

Business reply on Google

Thank you for taking the time to share your feedback. We truly appreciate the opportunity to address your concerns and clarify a few details regarding your visit. When you first arrived, you requested a polish change and also asked to include a callus removal service. Since callus removal is not part of a polish change, our technician recommended the Basic Pedicure, which includes both callus and cuticle care. You mentioned that you did not wish to have a full pedicure but still wanted those additional services. We explained that this would not be possible under a polish change service, which is why the Basic Pedicure was suggested. You also asked about the pricing for multiple photos and designs. Our technician patiently explained each option in detail to ensure you fully understood and agreed on the pricing before beginning. She also assisted you with several color changes and made sure you were satisfied throughout the process. We would also like to clarify that at no point did any of our staff raise their voices or speak negatively about you. All conversations directed toward you were conducted in English. Any other communication among our team members was simply to ensure that

Business reply on Google

Thank you for taking the time to share your feedback. We’re glad to hear that you were pleased with the quality of work provided by our technician, Dan. However, we strongly disagree with your characterization of our salon as one that “nickel and dimes” clients. This does not reflect who we are or how we operate. Our prices are transparent and clearly based on the specific services requested, not arbitrary charges. When you called ahead during one of your visits, you inquired about a regular French manicure, which carries a standard add-on price. However, upon arriving, you chose to have a deep (curved) French design, which is a premium service that requires additional skill, precision, and time to achieve the desired result. Naturally, this service costs slightly more than the base option discussed over the phone. That is why the total cost was higher than what was originally quoted over the phone for a standard French. On a later visit, you received a hard gel refill and requested a reshape. As we explained to all clients, reshaping is not included in the refill price because it involves additional sculpting and detailing work. This policy is applied consistently and fairly to al

Business reply on Google

Hi Danielle, Thank you for taking the time to share your feedback. We were happy to accommodate you as a last-minute appointment on a very busy Saturday morning, especially knowing you needed your nails done urgently for your sister’s wedding. Although you arrived 20 minutes late, which put us in a tight spot with scheduling, our team still did their best to fit you in and ensure you received quality service. You received a new set of Gel-X and a gel polish change for your toes, with a total of $115 for both services. Our nail technician worked patiently with you, attending carefully to each of your requests. You left satisfied with your set, and there was no mention of any concerns at the time. When you contacted us on Tuesday—three days after your appointment—to let us know one of your nails had broken, we completely understood your frustration. As always, we offered a complimentary fix, valid for 7 days after your appointment. Unfortunately, since you had already returned to Texas, you were unable to come in. As a small local business, we care deeply about our clients and take pride in the work we do. Our technicians work hard 5 to 7 days a week to provide the best possible serv

Business reply on Google

Hello,We are aware of your review and would like to address it directly to clarify several points. First, our technicians provide professional recommendations regarding nail thickness to prevent damage and ensure durability, to all of our clients. Declining that guidance is your choice, but it does not mean you were treated with in professionalism or hostility. Second, during your visit, our management team was present the entire time. No staff member made personal or derogatory comments about you. Any conversation you overheard was related to salon operations and not about your service. Third, you were accommodated as a late walk-in toward the end of the day during our salon’s anniversary event. Your request was accepted and completed without refusal or delay. Lastly, your decision to tip or not tip is entirely up to you, and you are entitled to that choice. We do not characterize your tipping decisions in any way.While we regret that you were dissatisfied, your description does not accurately reflect the events as they occurred. We wish you well in finding a salon that better fits your expectations. Sincerely, Lusso Nail Spa Management

Business reply on Google

Thank you for taking the time to share your feedback. We’d like to take a moment to clarify a few important points. After reviewing our records, we were unable to find your name in our system, which suggests that you may not have visited our salon. Additionally, we would like to clarify that our acrylic take-off service is priced at $20, not $15, and all of our pricing is clearly listed on our menu. We are always happy to provide price details in advance, and we encourage all clients to ask if they have any questions before we begin any service. At Lusso Nail, all of our technicians are licensed professionals dedicated to providing high-quality service. We always strive to help our clients look and feel their best. If there’s been any misunderstanding or if you have further concerns, we would love the opportunity to speak with you directly. Thank you again, Lusso Nail Management

Business reply on Google

Thank you for sharing your feedback. We are genuinely sorry to hear about your discomfort, and we understand that any negative experience can be frustrating. However, we do want to clarify some key details, as your review contains several important inaccuracies. You visited our salon on June 12 as a walk-in and were promptly accommodated. Our technician took every step to ensure your satisfaction, checking with you throughout the service to confirm the shape and length of your nails. You expressed that everything was acceptable before leaving. When you returned nearly a week later with a broken nail, you informed us that your nails were painful and sensitive. We understand how uncomfortable that can be; however, it’s important to note that your natural nails were already in compromised condition due to previous over-processing from another salon. This was observed during your visit and explained to you. Out of courtesy, we offered to repair the broken nail at no charge. You declined the offer and instead requested the full removal of the dip set—without charge. We kindly explained that removal is a separate service, which requires time, tools, and professional skill, and therefore

Business reply on Google

Thank you for your feedback. We'd like to clarify a few points regarding your visit. Prior to your appointment, you contacted us to ask whether we perform manicure and pedicure services simultaneously. We explained at that time that we do not offer both services at the same time, and you were given the option to either proceed with or cancel the appointment. You chose to keep your scheduled services. Our technicians take pride in providing careful, detailed work, and the total duration of your services—two hours for both manicure and pedicure—is standard and does not reflect a rushed experience. Throughout your appointment, we checked in with you multiple times to ensure you were satisfied, and you confirmed that everything was going well. Given that, your review came as a surprise and appears to misrepresent the experience you had. We genuinely hope you’re able to find a salon that better aligns with your preferences and thank you again for visiting. -Lusso Nail Salon Management

Business reply on Google

Thank you for your feedback. We’d like to take a moment to clarify the situation, as there appears to be a misunderstanding. As we recall, you, the client referenced in the review, visited our salon with your daughter, who assisted with translation as you were not able to communicate in English. You both showed us a photo and initially requested only the polish color, which we began applying. Midway through the service, you requested the design shown in the photo, and we agreed to include it. Before moving forward, we paused and confirmed multiple times that everything looked good before continuing. During the appointment, a young child—presumably your grandchild—became visibly upset, and understandably, you appeared concerned. At that point, you asked to skip the design. We confirmed your decision several times, and you agreed. After completing the color application, we once again asked if you were satisfied with the result, and you responded positively. A few days later, we were contacted by another daughter (who was not present at the appointment) requesting a correction. We explained what had occurred during your visit and offered to add the design and adjust the color. We note

Business reply on Google

Dear Ms. Johnson, We are disappointed to see the inaccuracies in your review, as they are not only misleading but also harmful to our business and the hardworking professionals who strive to provide excellent service. To clarify, we absolutely agree with you on one point—your service was completed two weeks ago. As with all of our clients, we ensured that you were satisfied before payment. You confirmed your satisfaction, paid, tipped the technician, and left. However, your claim that the service cost $140 is simply incorrect; the actual cost was $85. It’s also important to note that nail growth is a natural process, and after two weeks, some regrowth and a visible gap are expected. This is not a flaw in the service but rather the nature of nail enhancements. Additionally, you scheduled multiple appointments that you failed to attend, including one today and several last week. Our management even attempted to reach out to you today. We take great pride in the work we do and the reputation we have built. False and misleading statements not only hurt our business but also unfairly impact the livelihoods of our technicians. While we respect your choice to visit other salons, we kindly

Business reply on Google

Hi Jerris, if anything is wrong with your nails, we are happy to fix them for you. We DO NOT charge 10% for using card, 7.5% is Ohio Sale Tax and 2.5% credit fee. We do offer 8% off when paying with cash. Thank you for the feedback!