keen — Local services in Arlington

I typically don't give Yelp reviews unless the service is exceptional or the complete opposite. I was so happy to find Keen but that's changed over just 3 visits.

This review is based on hygienic practices and the service of my last visit. This was my third visit to Keen (for pedicures only). The first visit was exceptional from the welcome I received when I walked in to the quality of the service which brought me back. The second time was good but not as great as the first but I gave Keen another chance. During this third and most recent visit, the greeting from the girls at the front desk felt a lot less than warm but I moved on. In the first two visits, I was offered a throw for my comfortably. This was not the case during this visit. Yet, other women before and after me were offered a throw during their pedicure service. I was barely offered a beverage. I didn't notice this until I was into my service.

On to the service - the nail tech kept putting her hands in the trash to throw things away (seemed not only not clean but a little counterproductive since the trash bins open using your foot). She also buffed my nails a bit too roughly. I also did not care for the towel dragging the floor that she wanted to use on my feet. I also noticed this was not the same practice used on other clients. Maybe she was new? I did appreciate that she offered my nail file to me at the end. I had not experienced that in the past.

For the high quality experience that Keen promotes, they missed the mark with me. I don't believe in doing business where I don't feel welcome or that doesn't emphasize quality hygienic practices with their employees. The customer service sets the tone for the visit and the hygienic practices beyond the initial handwashing (which I do love) at the beginning just lacked for me during this visit so unfortunately, I will...

UPDATE: Non-Toxic Polish, Toxic Attitude

Self-care shouldn’t feel like negotiating a divorce settlement, but here we are. The business’s response only proved my point: “policy” over people. Their defensive essay came with the classic “sorry if” gaslighting; smug and disingenuous. As the saying goes, the best apology is changed behavior, something this business clearly hasn’t learned.

They even bragged about making an exception ONCE LAST YEAR. Their so-called “exception”? I wanted to switch to a slightly shorter service, but they insisted on charging me for the longer one. And while they claim their policies are about “valuing staff time,” what really protects workers is a steady, loyal client base.

And being a small business doesn’t grant the right to be condescending or dismissive. If anything, it should mean more focus on treating clients well.

All this drama for nails? Honestly, who has time for that.

ORIGINAL: Do you like your ‘self-care’ served with snootiness? Do you like being treated as nothing more than a transaction? Do you like your loyalty being rewarded with disrespect? If so, Keen is the salon for you! I had been a regular here since 2023 and have spent over $2000 on their services, mainly because of their proximity to where I live. I recently made a same day appointment and when life happened (I was delayed at the pharmacy and called ahead), they refused to offer the quick service at the lower price (no downgrades allowed! 🤓), they refused to let me reschedule, and they went ahead and charged me in full for the service I never got. For a place this expensive, you’d expect the service to match, but instead I got fake, dismissive, inflexible treatment that gave me the ick. Truth is, their mani-pedi services are average. Luckily for us, lots of other options nearby. Go literally...

The salon is beautifully appointed and aesthetically pleasing, but unfortunately, my experience did not match the atmosphere. I specifically booked with Ash because of her great reviews, but I did not receive the same level of service. From the start, it felt like she was not warm or interested in doing my pedicure. The service felt rushed, and there was a clear lack of engagement. Ash, the tech also cut my cuticle on 3 different toes and had to apply the Liquid Styptic Nails Stop Bleeding solution.

What made it worse was witnessing how warmly she greeted the next client while I waited on my finance to finish up her pedicure—it was an obvious difference in treatment. Additionally, when I arrived, the front desk asked if I minded having another technician. I made it clear that I had booked with Ash and asked if she was unavailable, to which they confirmed she was available. That interaction added to my disappointment, making the whole experience feel even more dismissive. If Ash wasn’t available or did not want to accept a new client, I would have rather transparency.

To top it off, we were not offered beverages at the start of our service and had to request halfway through. I have had several waterless pedicures and this was the worst experience. And despite getting a pedicure, I still have dry skin on my feet, which makes me question the quality of the service. I also requested no polish but to have my toenails buffed with a nail buffer—that request was not done and it was not communicated that they do not offer.

For a place that seems to pride itself on customer experience, this was a letdown. I was really looking forward to this appointment, but sadly, I did not receive the level of care or...