Zen Nails and Spa
💅 Beauty & Spa · Austin
Really bad. I’d tell people to avoid it.total experiences
replied on google
Most reported issues
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Experiences
Poor nail quality, physical injury, and unauthorized service charges.
Business reply on Google
Hi Toni, Thank you for sharing your feedback. We take concerns like these very seriously, especially regarding service quality, customer safety, and billing. That said, after reading your review, we are concerned that there may have been a misunderstanding or possibly a mix-up regarding the salon or services. Some of the details described do not seem to match our records or our normal service process. For example, a dip nail and pedicure at our salon would not normally take 3½ hours. We also generally do not have customers in the salon for more than approximately 2 hours for these services. We would never want to dismiss a customer’s experience, so we would genuinely appreciate the opportunity to verify what happened. If you could please provide the date and approximate time of your visit, we would be happy to look into our records and make sure this review was intended for our salon. (We are in Austin,Texas) If there was a misunderstanding, we completely understand that mistakes can happen and would appreciate the opportunity to clarify it. Thank you
hidden service fees and failure to apply advertised first-time discount
Business reply on Google
Hi N R, thank you so much for taking the time to share your feedback. We’re really glad to hear you found our team kind and our salon clean and welcoming. At the same time, we’re sorry for the confusion regarding the gel removal/add-on pricing and the first-time discount. Regarding the pricing — gel removal ranges from $5 to $15 depending on the type of service and it is a standard charge, but we understand it would have been better to explain this upfront. For the first-time discount, it is applied when mentioned at checkout since we don’t always know who is a new guest, but we’ll make sure our team communicates that more clearly going forward. Your feedback means a lot to us, and we’d love the chance to welcome you back for an even better experience next time.
Nails popped off and lifted within two weeks of application.
Business reply on Google
Hi Nicole, thank you for taking a moment to leave us a rating and review. We’re sorry to hear that we didn’t meet your expectations. At Zen Nails and Spa, our goal is to make every experience a positive one. We take your feedback seriously, as it helps us to improve our service. We encourage you to contact us directly if there’s anything we can assist you with, and we hope we’ll have the opportunity to serve you again soon.
Staff caused physical injury and displayed unprofessional behavior during nail service.
Business reply on Google
Sara, we are sorry that we could not find you on our system. If you really got services at our store, then we're sorry to hear that you had negative experience at our store. We take pride in providing excellent service to our customers and apologize for falling short in this area. In order to make thing right, We'd like to offer you a discount on your next service, please contact us directly at 512-258-3343 so we can discuss this further. Your feedback is extremely valuable to us and will assist us in improving our services.
Nails fell off prematurely and eyebrow waxing was incomplete.
Business reply on Google
Dear Gina, We're sorry to hear that you had a poor experience at our store. We strive to provide exceptional service to all of our customers, and we're disappointed that we fell short in your case. We would like to make things right, so we would like to offer you a complimentary redo of your nail and your eyebrows. Please contact us directly at 512-258-3343 so we can make arrangements. Thank you for taking the time to share your thoughts with us.
Customer waited twenty minutes past their scheduled appointment time.
Business reply on Google
We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone.
The technician rushed the service and pressured the customer.
Business reply on Google
Sneha, thank you for bringing this matter to our attention. I’m very sorry we failed to meet your expectations. We will use the feedback to make us better and to ensure this doesn’t happen again. I would appreciate another chance to earn your business.
Staff lacked knowledge and were unhelpful during the inquiry.
Business reply on Google
Hi Silvia, I am so sorry for what you have been through at our salon . We are under new management starting this month. Hopefully, you will give our new team members to serve you again. Thank you
employee was asleep and unresponsive to customers
Business reply on Google
Hey Aaliyah. We are now under new owner, management and all new staff. Come in and meet us.
Customer sustained an infected toe injury during a pedicure service.
Business reply on Google
This comment also refers to an old owner! I just took on this shop since 06/2019 Hey Cute N' Funny. We are now under new owner, management and all new staff. Come in and meet us. July 2021
Staff member caused injury during pedicure and behaved rudely.
Business reply on Google
This comment was way back to an old owner, I took over this nails salon in June 2019. Hey Susan. We are now under new owner, management and all new staff. Come in and meet us. July 2021
Technician caused injury and performed poor quality nail application.
Business reply on Google
This comment was way back to an old owner, I took over on this nails salon in June 2019. Hey Christina. We are now under new owner, management and all new staff. Come in and meet us. July 2021