HP Nails Spa — Attraction in Lakeland

To Whom It May Concern at HP Nails (Lakeland, FL – South Florida Avenue location)

I am writing to express my sincere disappointment with the service I received during a recent experience at your salon. My daughter, who spoke highly of your establishment, recommended that I visit you for a pedicure. She was impressed with the service she had received and wanted me to experience the same care—especially since I am diabetic and require extra caution during any foot care service.

My daughter called ahead and specifically mentioned my condition. She made an appointment for me, and you confirmed it by sending her a message. With that confirmation in hand, I arrived at your salon—located in the same plaza as Outback Steakhouse—but was told that there was no record of my appointment. I was then told I may have gone to the wrong location, despite confirming that this was indeed the salon my daughter and her husband had visited.

Even after I showed the confirmation message you sent, the staff continued to insist that I was not in the system. I stood there waiting, expecting perhaps to be worked in or at the very least rescheduled, but nothing happened. No effort was made to resolve the situation, and I was simply left standing there—ignored. It felt as if my daughter had never called or booked anything at all.

What made the situation even more disheartening was that the salon was full of customers—none of whom looked like me. I don't want to believe this was a case of racial bias or favoritism, but the way I was dismissed made me feel humiliated. Other people looked on, clearly noticing how awkward and uncomfortable the situation had become. Even as more people walked in, also not of my race, they were greeted and accommodated without hesitation.

My daughter was understandably upset. She had trusted your business enough to recommend it to me, and this experience left her disappointed and embarrassed. Later, when she reached out to express her concern, you apologized and offered a discount on a future visit. I appreciate the gesture—but unfortunately, it’s too late.

This experience did not just cost you one customer. It cost you three—myself, my daughter, and my son-in-law, all of whom previously supported your business. We will not be returning.

On a positive note, I ended up visiting NYC Nails on South Florida Avenue, just down the street. They welcomed me with kindness, took me in without hesitation, and provided the thoughtful, gentle care my daughter had hoped for me to receive. I highly recommend them to others in the area who want to feel valued and respected.

I hope you take this feedback seriously. No one should be made to feel the way I felt in your salon. I sincerely wish you growth and understanding in how you treat all your customers—equally and with...

I normally don’t leave reviews but this place was extraordinary today and was well deserving of a shoutout. I got a deluxe gel manicure and Lisa did not disappoint. Her attention to detail with my cuticles was impeccable and the hand massage after the paraffin wax was divine. Additionally, their overall hospitality and welcoming aura was unmatched. They offered me drinks, and made sure I was comfortable. And at the end gave me a Christmas gift of some high quality lotion. They were absolutely the sweetest and clearly take so much pride in their craft with the amount of tender loving care that was put into my mani experience. Will definitely be referring friends and return again with the use of my 10% off gift card they gave me at the end! 5/5 would...

My mom and I went to this salon today as walk-ins. We were immediately greeted, assisted and sat in a chair. The atmosphere was very clean, organized and beautiful. Everyone from start to finish was very friendly, gentle and polite. We were offered snacks and drinks multiple times throughout our visit. The calm music and scenery on their tvs made for a very relaxing experience. We have been to a couple of salon in the South Lakeland area and none have compared. The owners informed us multiple times that if anything happens to the polish/nails, to return and they will fix it. I don’t anticipate anything happening, but having that reassurance is nice. Thank you Ann, Tuan and Bella for a wonderful first experience! We will...