Lilly's Nails — Local services in London

I personally will never respect this place again and if someone experienced what I did and told me, I wouldn’t return based on principle. The boss has said I can’t get my nails done again because although I’ve been going once every 3 weeks since May 2021 when I moved to the area spending 60-100 each time and never had an issue, never complained he is upset and blames me that my nails were not done properly one time and I was unhappy so asked for them to be redone. I had already sat there for 2 and a half hours (it was an infill and a plain colour so should have taken no more than an hr and a half max)

I went in on a Friday and it was my mums birthday so I didn’t have time to correct them then so said I will return on the Saturday to which they said they were fully booked then and wouldn’t be able to see me so arranged for me to come back another day. Left on good terms and respected how they handled it. Only to then return and be met with THE WORST customer service. I went in on the Thursday which was the next day I and they were available only to then have to go back and forth with the ‘boss’ who didn’t want to fix them and said I’m coming back almost a week later when I was the one who was attempting to come back on the Saturday so that was out of my hands.

The bottom line is I am a customer that spends between 60 and 100 each time as I get designs on my nails and was treated absolutely disgustingly. Nail shops like this are fine to take money until there is an issue and they don’t want to take responsibility. The stand-up thing to do would be correct the problem and keep your customer happy. I was respectful but he was rude and obnoxious and blamed me as if I didn’t pay his shop for the service. I expected the usual service I received for my money which is my right as a consumer and instead was met with trouble.

There is one lady there who then apologised for the situation and gave me half my money back because the bad nail job was so obvious. This lady is who usually does my nails. But the bad job was done by one of the males who 1 million % doesn’t know what he is doing. The boss was obviously not happy about this partial refund. The boss is also a younger looking male and definitely has set the atmosphere for disrespect because he does not respect his customers.

Shops need to remember you are nothing without your customers and if there is a problem especially with a returning customer just correct it and we can all move on from the situation no massive issue. Things happen. How you deal with it is everything.

There is a nail guy on tower bridge road who is absolutely amazing and treats his customers so well. From now on I will 100% stick to him. Anytime I’ve had an issue he corrects it happily and is just so welcoming. With him I know I’m another customer but he doesn’t make you...

I put two stars because I feel like customer service is really important. I shouldn’t have to be made to feel uncomfortable because I'm vocalising how I feel. I ended up leaving with nails I really don’t like as a result. You shouldn’t be complaining in another language or making rude faces. It just isn’t nice. The person who was doing my nails obviously wasn’t in the mood. At one point he kissed his teeth. It’s either he didn’t understand what I was saying or didn’t seem to want to listen. The other employees in the shop seemed nice so perhaps go if you’re willing to risk it. But if you want a comfortable experience don’t go. I’m sure you can find elsewhere that’ll give you 10/10 customers service and value for money. No one should feel uncomfortable to any degree when getting their nails done. Now I'm going to have to go somewhere else to fix it because I refuse to have nails I don’t like. This same person gave me a gel pedicure a couple months ago. He nicked my pinky toe which caused me issues. I went to the same shop to remove it and the person who removed it literally said “they may have cut your toe a tiny bit”. To that I said “I came here to do it”. Maybe I’ve been unlucky because I’ve had the same guy each time. Either way going back isn’t worth the risk. Such a shame because I thought I found a new nail shop! But...

Extremely poor quality of staff and techniques.

Called at 10am to book for removal of my acrylic, they confirmed a booking with me for 4pm. When I arrived 10 minutes early, I was immediately told to sit for 60 minutes over the scheduled time. I was then told I could only walk in for nail removal despite having my booking confirmed over phone. This is my third and last time coming here, removal was previously free but this time I was suddenly charged £10, I asked why and was met rudely with two of the staff with terrible attitude.

If this was a paid service, their quality was incredibly poor, I would not recommend getting your nails done here. The previous time I came to get my acrylics removed, one of my nails was infected for a week from their poor hygiene and sanitisation – the only reason to return was for free removals. This time they chipped two of my fingernails from their rough removal, not good enough. Their poor techniques weakened my nails and now I must book another at a different nail salon to re-shape my nails.

If anyone is considering this place, I would strongly urge you to consider elsewhere. Terrible and rude service, regular long waiting times with bookings, zero customer service, nail infections from poor sanitisation, nail...