Lush Nail Bar

I am a repeat customer at Lush to get manicures. They can get me in and out within an hour, so I occasionaly go on my lunch break. When I get my nails done, if I want a nail re-filed, I let them know. On several occasions, the "long lasting" gel polish that they use has only lasted 3-4 days. And so ill come back in and they'll redo it for me. Today, I made an appointment for a full manicure with gel polish at 12:15. Apparently they took it upon themselves to make it at 12:30. It wasn't a problem. I ran in errand in the time I between. I got back and I was still sitting at 12:35. I asked the manager if I should reschedule. She called me to the front desk and said "Let me make you aware of the situation. There are only 2 people who will do your nails so you'll need to wait until one of them is available." I asked her, shocked by her unprofessionalism and ability to call me out in front of a busy salon, if it was the fact that I just like my nails filed well. She said she didn't know because she had never done my nails. I told her that she was making me uncomfortable and I couldn't believe that as the manager, she would treat a client, who is repeat and kind, just a little particular in such an unprofessional way. The entire salon had their jaws dropped also. As the manager, she should be taking accountability for her employees work, and attitudes. On a differnt occasion, one of the male employees didn't agrees with the fact that I asked him to refile my nails and he threw the file down, walked away, and someone else did my nails. The employees are rude and have no accountability, and their manager is more concerned about it being their friends than running a successful salon. But I was completely uncomfortable and humiliated today-- and they refused service to me because they didn't want to do my nails-- The manager needs management training and needs to learn that you do let call out a client in the middle of a room, and the employees need to learn how to give a decent, lasting manicure.Desired SettlementI just want the manager to be aware that she can't treat clients that way.Business Response I handled the situation the best I possibly could. I treated the customer with respect by being honest. I didn't announce to her in front of everyone, I simply called her over to the side and told her the situation...here it is. She has come to the salon several times. I would say she is a bit of a difficult client. Many technicians refuse to work on her. They are all contract workers so they can refuse any work when they see fit. I would also like to say [redacted] is the first person that more then one person in the salon has ever refused to work on. We've never had anyone else quite like her. The last straw for one tech was when she came back and said it had only been 4 or 5 days since she got her nails done. They went back to her appts and saw it had been almost two weeks since she had been in last. That technician still fixed her nails free of charge, and later informed us that she refuses to work on her again. Not because she came back, not because she was a picky customer, but because she lied to receive a free service.When [redacted] came in for her appt. at 12:15 she wasn't scheduled with a particular technician, but when she left to run an errand 4 techs quickly said they were not going to do her nails. Which left only 2 techs. When [redacted] came back from her errand and asked me at 12:34 if she should come back. I told her that there were only 2 people that were willing to do her nails and she would have to wait for them. Nothing unprofessional or rude. I tried to be discreet as not to upset her, but the type of person she is, she took offense and stormed out. I am the manager and I would not put a customer with a tech that doesn't want to do their nails. Is that what she wanted? I wouldn't want to be put with someone that doesn't want to work on me. She didn't get ripped off. We didn't take money from her and then refuse a service. There are some people no matter how nice you are, you just can't make them happy. [redacted] is one of those people. I'm sorry we could not appease her. I hope she finds a salon that does.