Nail Lounge By K — Attraction in Lake Mary

Yall. You know how hard it can be to find a good nail salon. It’s even more difficult to find a good nail tech. Well, look no further! Thy (Tee) did a wonderful job on my manicure and pedicure! She was friendly, fast, and gentle. I can’t wait to come back to try some of their additional services! And, they are right next door to Nothing Bundt Cakes…what more could you want?! 😋

Updated 2/22/24 Wow. What an unpleasant visit. This visit was so bad I had to update my star rating.

Let me start by saying I can always give grace for off-days; however, off days should never have a negative impact on good customer service.

Today, Sue allowed her pride to get the best of her and nearly lost a customer in doing so.

The front desk receptionist Piper and nail technician Tracey are the only saving grace to give this establishment another chance.

Since my prior two experiences were very pleasant, I just KNEW I found my new nail salon. I decided to bring my mother so she, too, could experience the positive vibes and professional atmosphere that I did.

Unfortunately, Sue was very ugly towards us. Firstly, as you can see in every review response, this business encourages you to make appointments via the booking website. I went on the website to make an appointment for today, but ultimately decided to walk in.

Sue was at the receptionist desk and when she asked what service(s) we were trying to receive, I relayed that we both wanted the basic mani-pedi combo ($50) as indicated on the booking website. Sue stated it’s $55 which is no big deal in the grand scheme of things, but I told her she should honor the pricing on the booking website. She was very curt with me saying that they don’t do that to which I replied “that’s not good”. I asked my mom if she would like to proceed and she said yes. So we waited for technicians to come in so we could receive our services. While waiting, Sue came over and said she would honor the $50 pricing we saw on the booking website.

Perfect! (Or so we thought). Sue had an attitude the entire time after uttering that comment to honor the pricing on their booking website. She didn’t pay attention to polish color requests or show any concern with looking thoroughly for a color. Huge thank you to Piper who not only found the color my mom wanted with relative ease, but who also went above and beyond to find a clear polish with shimmer for me.

Fast forward to checkout, Piper was ringing us up without knowing about Sue’s offer to honor the booking website’s pricing. Sue was standing there as well and mentioned nothing to Piper. When the total came up, I inquired about the honored price. Sue wouldn’t even look me in the eyes. She just told Piper the price was $55. Piper, now confused, looks back at me and then I explained that Sue offered to honor the pricing on the booking website ($50 - see attached photo). Sue abrasively stated to me “I’ll give you $5 off just for today.” I was unsure why she was acting as though that wasn’t already discussed at the beginning of the visit.

My expectation that a business would honor the pricing on a booking website they heavily promote isn’t far fetched. If the price has changed, all platforms should reflect that change to avoid being misleading to customers. That’s what good customer service looks like. It’s not rocket science.

I am just thankful Piper was so attentive, professional, and kind throughout our entire visit. She is truly a value add to the business and helps everything run smoothly. Sue should definitely take a page out of Piper’s book on how to provide good customer service. And, if she is unable to do so, she should not be in a customer-facing role.

I’ll also add that I read through some reviews and saw that another black female received poor customer service from Sue. That definitely leaves room for pause to make me question if Sue is racist. I surely hope that is not the case because I’m certain there are several black customers patronizing this business and contributing to its...

To begin, I’ve never in my entire life has to call the police on an establishment for unruly behavior. This place has very poor customer service. I went in for a French tip as seen in the first picture. The nails were hideous so immediately turned around for them to fix it but the nail tech had already started someone else’s hands. They then placed me with another tech who was only able to paint over with white (which was a which was extremely bulky and lumpy looking) until I returned the next day as suggested. I returned within 48hrs of a fix and the manager requested that I pay an ADDITIONAL $35 after spending almost $100 on a full hand and feet service the day prior. I waited almost 2 1/2 hours as I watched several people walk in and be seated and served before me because “ Randy” denied my service and I did not want “Sue” who happens to be the manager to do my nails. Reason being, she was extremely rude and pretty much antagonizing me the entire time. Would you trust someone who is being mean to do your nails? I don’t think so. I could’ve left out of there with my fingers bleeding on purpose.. No thanks! Furthermore, I voiced that I would not pay an additional charge for something that should’ve been fixed so “Sue” had me wait another 30 minutes til the point where two ladies who walked in together AFTER me witnessed the inappropriate and unprofessional behavior by the manger and stated “I can’t believe you’re still here, it’s been 3 hours. That is so wrong, I am so sorry”. Once I was finally In the chair with another tech who intentionally took longer that she originally said, I stated once again that I would not be paying another $35 after spending $97 two days before for a fix that they did wrong. I offered to pay no more that $25 even though I feel I should not have had to pay for anything more. I mean, it’s not like I let my nails get old then came back. I could see if that was the case, I would have GLADLY paid…. Nevertheless, “Sue” then walks up to the booth I was sitting at after literally being patient and not complaining for 3 hours she kicked me out and said that they would not do my nails at all anymore. I then called 911 for assistance because “Sue” was becoming irate and obnoxious starting from the time I walked in. I believe this has a lot to do with race, I do not recommend going here if you don’t want to come out short $97 for undone nails. See pictures for reference. Pleaseeee I strongly advise going somewhere else. This is not it.. 1st pic: what I asked...

I’ve been coming here for the last 7-8 months and my experience has consistently gone down hill.

Originally I was booking with Alice, who was lovely, but moved away. I then started having my nails done by Hai, who convinced me that the Gel X nails Alice had converted me to weren’t the best choice, and swayed me back to acrylic nails. Less than two months later I was informed that Hai was no longer employed there. Time to switch nail techs yet again.

Made an appointment with Su, who didn’t exactly give me a warm and fuzzy feeling, but I was willing to overlook that because she did a solid job on my nails.

Their online booking system only works half of the time. I’ve shown up a handful of times for a confirmed appointment only to be told upon arrival that they didn’t have me on the schedule. Today was more of the same. Scheduled online with Su, received my text confirmation, showed up on time only to be told she was not even working today.

I agreed to see Randy. Now the fourth person I’ve been shuffled to. His acrylic fill was mediocre at best, my nails are SO thick! I should have stopped there and called it a day. But I asked if he could do a nail design. I generally let my nail tech choose a design for me, because I’m indecisive, and they do this for a living. Told Randy to take the wheel and get creative. I ended up with some amateur, outdated, French/designs and little gemstones all over my nails. The French tips weren’t even painted well, and tips looked chipped (see photo). Ultimately I accept the responsibility for the poor design because I did not specify what I wanted. What I can’t get over is the $80 price tag. An acrylic fill is $40, I was charged an additional $40 for this “design.” Seriously!?

The breaking point for me was at check out, where I was told their credit card system had been down all afternoon. This might be something to let clients know BEFORE the service. I was forced to pay via Zelle or Venmo, and then show them my phone to prove the payment went through. They also no longer allow you to include tips with your credit card payment, and have QR codes all over the place for the staff, directing you to Zelle, or Venmo, or Cash App, and so on. I just want to pay my bill the good old fashioned way. Needless to say, this was...