Review Time
Courtney was very considerate and clearly knows and loves her craft. She continuously asked about pressure etc to make sure I was comfortable. She also explained how and why of nail care which was appreciated. She’s kind and I would book her again.
I have had 2 appointments changed/cancelled at short notice in as many days at the Bank and Liverpool Street branches. The worst part is it’s left to the customer to navigate multiple channels (text - which doesn’t take replies, website and WhatsApp and an email address which doesn’t receive responses) to try to cancel an appointment if you can’t make the randomly allocated new time. And then you can’t reschedule on the same day anyway because it’s against policy. So you’re left to try to contact someone to get your appointment cancelled so you’re not charged. No attempt to rebook you at another salon or even compensate you for your time. Maybe there are people out there that are willing to provide a company’s customer support service on their own time and dime. But I’m not one of them! After my experience- no apology and I was actually told no alternative route to make a complaint.
Sorry Townhouse, I had a terrible experience at the Wimbledon salon. The therapist was removing the gels and was very quick/rough filing the varnish off and managed to file my cuticle and skin on my finger causing it to bleed. It then happened again on my thumb. She wasnt really that bothered or apologetic and it took another customer to suggest that maybe she should not file but use the machine instead. I sat there thinking maybe the manager will come over or she may even tell her but no, she was keener to try and get me to purchase an extra instead. I felt embarrassed and annoyed so couldn’t bring myself to say anything there in front of other customers. I messaged customer service via WhatsApp afterwards and they were helpful. Although initially they wanted to offer me a voucher refund on my account, I declined and said I would prefer a refund and I am pleased to say they offered me a refund. Shame, not sure I will go back.
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Our Founder Juanita Huber-Millet launched Townhouse with one goal: to elevate the nail salon experience.
We’ve thrown away the rulebook and reinvented it for the modern age, using years of industry research to perfect every aspect from start to finish. Say hello to flawless nail treatments, beautiful salons, and impeccable service that you can rely on every time.See more
