Paintbox — Local services in New York

I have visited paintbox several times since it first opened in SoHo and always enjoyed the beautiful designs and service. Unfortunately on a recent visit to New York I had a disappointing customer service experience and opted to leave without having my nails done. I was attending an evening event and had a booking for 5pm at the salon, now in the Upper East Side. I arrived early and was taken upstairs to wait, offered a beverage and looked at the design options. I had selected “any artist” booking and wasn’t told who would be looking after me. I waited, 5pm passed, then 5.10, and at 5.15 one of the nail artists asked me who I was waiting for - I said I wasn’t sure but that my appointment had been for 5pm. The artist came back and said that she thought the person doing my appointment was just running a little behind. Five minutes later the front desk staff came and let me know that my artist was still with another client and was running behind. I asked how much longer it would be, as I had a time constraint. She went and spoke to one of the artists who I had seen start polishing another client’s nails just five minutes earlier. When the front desk staffer returned she said that the artist would need a few more minutes I asked what stage she was at with the other client - “she is still painting” was the reply. By 5.25 I was concerned that I would be paying $80+ for a rushed gel manicure if I were to stay. The front desk staff offered me the option to re-book for another day or that they could waive the fee. I asked her to clarify what she meant “waive the fee” and she said “waive the cancellation fee” if I needed to leave without having the service. I was very disappointed that there was no offer of a discount (in which case I would have considered skipping the design and getting a straight manicure to save time). This is particularly frustrating given that Paintbox have a strict late policy where clients are charged 50% of the service and a 10% gratuity for arriving 20 mins late or more. I left and will not...

I had been looking for salons that have a repair option for nails because my nails have been through enough and right now I am working to make them stronger. I find paintbox on the upper east side and decide to not book online even though there are multiple slots for nail rehab that takes 25 minutes for 25 bucks. As I walk in I’m greeted by the receptionist who does not feel welcoming. As soon as she hears what service I want she gives me a weird look when I say I only want that service. Then she lets me know to sit down so she can ask the artists if someone can do my nails. She comes back and tells me every artist is busy until 4. Again repeating online they had multiple slots until 4 I could book. I call her out that online it was showing me I can book this so I don’t understand how they are all busy. Meanwhile a client had just come down to check out. I felt like they didn’t want to take me because I wanted one service that did fall on the cheaper end. Felt very disappointed and will not be...

This business doesn’t have a working phone so when I tried to reschedule an appointment for the next day, the person on the other line just went and rebooked me for a 10:30 AM appointment without even confirming if that time would work for me in this message they also said if 12 work better they could do that too.

I responded one minute later and I said 12 works better thank you I got a confirmation text that my appointment was set for 1030 and when I Tried to call the line was disconnected.

I asked if they had received my text yesterday about 12 working better and they responded saying that they missed the message and book the appointment for someone else.

They told me I would be charged a 20% gratuity, even though it was their mistake and mixup and never followed up.

I was about to leave my house for this appointment and I have a wedding tomorrow. Super bummed. It’s horrible customer service to charge your customers for a mistake that you’ve made don’t go here. Don’t...