The Nail Nest — Local services in Brookhaven

I think the artists at this salon are very talented but I’ve been disappointed by the customer service and attention to detail. I’ve been a loyal customer for The Nail Nest since before they started requiring prepayments. Somewhere between 1-2 years. I get gel x with nail art and a gel pedicure. I go to the same artist every time, her name is Snow. I have nothing against her personally, I think she’s a sweet lady but I think she rushes and is careless. She also never remembers me; while I’m not ego-driven and that really doesn’t bother me, it does attest to a lack of attention to detail and appreciation of clientele. I only go once a month, and this time around I went in for a Valentine’s Day themed design. I got my nails done Sunday and my nail popped off on my left hand, middle finger today. I was moving a blanket and it popped right off, this is an application problem as the nail didn’t break or crack, the adhesive just wasn’t bonded properly and it didn’t cure correctly. That isn’t even a week’s time. My nails didn’t last until Valentine’s Day. It looked like a press on fell off. Considering how much I pay for services (pre-pay at that), I am extremely disappointed. I reached out day of my appointment because the top coat was applied but a black hair (like lint almost) got cured into my white tip. Nothing could be accommodated due to my schedule. It didn’t seem like they much cared either. Now today, I reached out again. Requested the services I booked and paid for in March be handled by the more experienced artist, master artist Nessa (who I believe is also the owner/manager). Unable to accommodate my request (I didn’t even ask for a refund or discount for services provided) because Nessa is not taking on new clients at this time. I was not requesting her for all future services but just for the one I already paid for. While they will refund me for the booked service I made, I do feel like The Nail Nest has shown their true colors and I will not be returning. For additional context on why this has set me off so much, on Sunday, when I came in my pedicure tech was not ready. Fine I waited. Once the pedicure began, things went well. Trung does a great job but if you suffer from in-grown nails: please note you have to explicitly express to him you want them removed otherwise they will be ignored. From what I gather this is a case my case basis because other pedicure techs at this salon have handled them for me without requesting beforehand. Thankfully I’m not shy in the chair and verbalized my request before the pedi ended. Then once in the chair for my gel z mani, Snow made a slight statement saying whoever did my nails last time didn’t file the edges properly which could cause the nails to pop off and not adhere correctly. FORESHADOWING. If I had known this is what the future held for me, I would’ve left before all the expense and hassle. When I stated to her she is my sole nail tech and I’ve been going to her consistently for a while now, she seemed embarrassed as if she just told on herself (because she basically did). I think she also was embarrassed to not have recognized me. So now that not even a week later my Valentine’s Day nails look like sh!t, and I’ve not been treated like a loyal customer or even slightly accommodated at all, I will be seeking services elsewhere. I’m not a completely unreasonable person so I’m not going to give a 1 star review due to my disappointing experience but in my opinion get waitlisted for a master artist if you like nail art and don’t bother with the intermediate or beginner ones. And don’t think your loyalty is noticed or appreciated because it isn’t. Attached are the photos of the hair in my nail (if you look closely you can see the poorly done white paint strokes too, again rushed work) and the middle finger nail...

They are extremely unprofessional! I called them April 9th 2021 to see if I can setup an appt, because the portal wasn’t allowing me to process anything just completely shaded gray. Common sense would tell you they are booked, but the portal still says otherwise. The guy whom I spoke to said to book “Monday” April 12th 2021, and that’s when the books will open at 11:00am.

April 12th 2021 on a “Monday” at “11:00am” on the DOT arrives, and still the same issue. Therefore, I continue to try & still nothing. I go on the IG page, and to send a message since they are posting non stop continuously, and said they have specific staff that specialize in a certain skills set/service requested (understandable) but pretty much said they hold a priority over specific clientele. Word from word “Some of them have their SET CLIENTELE.”

They also proceeded to say to look on their IG for my updates, as if there aren’t adults w/ real lives that handle business. I’m required to hunt them on IG for status updates (so unprofessional).

Last, I told them in message that I’ve tried 8am, 9am, 10am, 11am so see the availability to book my appointment, and all they said was since the weekly books open up at 11am, which is why I couldn’t book anything. That I understand and again I tried 11am on a Monday April 12th, and I explained that to whomever I was talking too & they looked at my message & didn’t respond after but they posted this on the page.

Never again. I’m a private flight attendant, and therefore having structure when it comes to a schedule is VERY IMPORTANT. My delivery was never rude & disrespectful, and I understand them being limited in staff due to COVID-19. However, their responses & the online portal/system they have is poor.

UPDATE & NEW PHOTO ADDED So they had time today. THE OWNER had time today & it’s never about my schedule, it’s about how the “Nail Nest” does they’re scheduling & the professionalism for me.

I had a random conversation w/ one of our “Clients” a passenger of ours on the Jet that complained about you won’t believe who “Nail Nest” for exactly the same reason. It was quite a long flight from Atlanta to Sardegna, but the wife (my passenger) has a second home there & stay for Fall/Winter seasons. She complimented me on my nails, and proceeds to tell me about her recent experience “Nail Nest.” My client vented to me about the online portal which was terrible, and when she tried make a phone call to arrange an appointment the conversations were very short & rude. They don’t even invest in a portal that operates.

Thankfully I found a fabulous personal nail tech in the the Buckhead area. Although, it’s a little pricey her work & communication is worth it. As for that establishment or operation it’s very unfortunate for them, because me being in private aviation flying Part 91 & 135 I come across some veryyy prestigious individuals & let’s just say word gets around real fast. You never know whom you might be dealing with, and should treat everyone w/ respect. Happy you found your niche of clientele,...

Absolutely BAFFLED by the customer service I received. I have truly never in my life experienced anything like this. Yesterday around 3:30- I made an appointment for today, (Wednesday) for 4:30pm. Around 5pm yesterday, (1.5 hours after I booked the appt) I realized I could not do the 4:30pm today as it interfered with plans my fiancé made me for my birthday. I looked online on their site, and realized they had a 1pm open Friday, so I called them to see if I could switch. The lady I talked to told me their policy- no cancellations less than 24 hours prior to appt time, I totally understand that; but I just made the appointment and after telling her what was going on, she decided to switch it to Friday at 1pm. (I am having my 30th birthday party Friday night, so wasn’t thrilled about having to get my nails done the same day) Fast forward to this morning- I am stressing about getting my nails done on Friday, my party day, so my fiancé said we could push the dinner back tonight and I could just do the 4:30pm today so I wouldn’t feel rushed on the day of my party. I checked website- they still had the 4:30pm open for today. I called them and apologized and just asked if there was any possible way to switch back to today at 4:30. I was extremely apologetic and sweet, as I know it wasn’t an ideal situation. She said she can’t switch to 4:30, so I said I totally understand, but asked if I could just cancel Friday and they could keep my deposit and I use it in a few weeks. She put me on hold to call the owner- she comes back on the phone after 5 minutes and said that she will refund me, but they will not accept me as a client and will refuse services to me permanently. I got BLACKLISTED for rescheduling. I am in the service industry, and I would never dream of refusing services to a client because something came up in their life and they couldn’t make an appointment work. I have never been banned from anywhere in my life, so to be banned for having to reschedule is beyond unbelievable. My nail girl moved to LA, and I have been trying to find somebody that is equal to her, but they hands down did not deliver. Needless to say, I went to a different salon today, and was treated with so much respect and they did an amazing job on my nails. (Luxury Nail Bar, if anybody needs a good Rec) If you plan to go here be sure that is the time you want, because it is set in stone, and you are screwed if you have something come up...