The Art of Nails Ponsonby — Local services in Waitematā

I usually don’t give any reviews unless I am in pure stress of the situation I have been through and wouldn’t want anyone else to go through the same. It has been the worst experience I have had in Auckland. I booked for myself and my sister to get my nails done the day prior my wedding and from the moment we walked in the whole experience and process was unpleasant and stressful. I called them 3 times prior making this booking to make sure we had enough time and a really enjoyable girls time, I made sure I told them our nails would be complex as we might wanted extensions or builder gel and so did my sister. I was made sure we were allocated around 3 hrs to have this experience, only to arrive 10 minutes late and have the worst experience. I had 3 different nails artists dealing with my nails, all of them complaining how they don’t have enough time to do what I wish as they have other clients. It stressed us out so much to the point my sister cancel her pedicure to be able for me to have mine done. I will never come back nor recommend anyone to come here. Going to a shopping mall on fully packed weekend is less stressful than this. Not worth it at all. $350 to leave crying.

In regards to your reply :

I think your customer service is the worst customer service I have ever had.

I arrived 10 minutes late and you guys made me wait, we were both waiting to be seated. I don’t know where you get your 15min from.

I have specifically called a few times that week and asked for extra time because we would both want extensions or complex nail art. Your staff adviced me that there was only one nail artist available for nail extensions, but other artists were able to do any other builder gel, sns or anything upon request. I never changed the served, you didn’t provide me what you promised because you where overbooked.

Please check your records and look how many times called have been made; you nail artists called AND told me to allow 3 hrs for our appointment. I previously was booked for 2:30pm and she advised to come earlier because it was going to take 2.5hrs each. confirmation was over the phone, over text message and I called prior advising I was running late and your staff said that it was totally fine.

The manager who did our checkout, was rude, inconsiderate and unprofessional. There was nothing for me to do as when I tried to speak prior, she took my sister and instead of solving the problem with me who made the booking Asked my sister to privately speak once she cancel her pedicure due to how rushed everyone was with her.

I don’t blame any of the therapists who did try their best to solve their over booked schedule. I just think that either your employees nor myself deserve that. Money is not everything, customer service is everything and I feel you were so unfair to both in both ends.

I have never said I was satisfied, I smiled because it became funny when you...

EXTREMELY disappointed with this place. Firstly i showed them a picture of some work they had shared on their instagram page and they did a completely different colour to the picture i had requested. I was then told i can try my original colour “next time” as it was too late. Nails done looked lumpy and uneven, had friends notice the awkward shape too. After 7 days of having my manicure done one nail literally fell to the floor which i had to get fixed the following day which was free of charge. By day 8 another nail from my other hand also fell off which i kept to show the technician. The nail was completely whole and had just fallen off my nail bed which to me implies that the application technique initially was not to a high standard. When i went to have this sorted they wanted me to pay $15 to get the nail fixed as it was past the 7 day period so they could not fix it free of charge. I had no choice but to pay them as it looked horrible to have one nail missing a week down the track from when i got my nails originally done. I tried to explain that i was not happy with this as a nail falling off within a week of being placed is not fair and the fact that i had to pay extra for this was absurd. The technician was suggesting that it was the quality of my own nails that were causing the acrylics not to adhere properly. I informed her that i have had my nails done in other spa’s and they most definitely last at least 3 - 4 weeks, so blaming the quality of my own nails is just an excuse. For such a “high end” “luxurious” nail spa this place only focuses on their interior decorations and there is absolutely no emphasis on the quality of the nails being done. I would ask for my money back but it is just not worth the drama. Will never recommend this place to anyone after my experience. Completely rip off with the amount they charge and their inflexibility when things...

Tried to make a booking for my bridesmaids to get our nails done before the wedding and communication was poor from the start.

Firstly I sent two messages via the website and two emails (over the course of 3-4 weeks) but never received a response. I didn't call immediately because due to work hours I find it hard to make personal phonecalls during the day and instead prefer written comms after hours, (and when you're booking for an important occasion it's good to have information in writing).

Eventually I called, however the communication was very poor and I had to repeat myself multiple times for basic details, such as the date and time, and never received any confirmation email that could make sure all the details were correct. This is pretty stressful when you're making a booking for wedding nails for a group of six people!

I've made a booking at the Newmarket salon instead and the ladies there have been really responsive and easy to communicate with, and I'm looking forward to that appointment!

To finish it off, when I called to cancel my booking at the Ponsonby one, the lady who called me back firstly didn't listen to the message I left which explained that I simply wanted to cancel, and said 'huh' and 'what' when she didn't understand - it came across quite rude.

Would not recommend the Ponsonby salon unfortunately - communication was poor from the start...