ProfessioNAIL

My overall rating

I went to the branch on Robson street for a pedicure and a UV gel french manicure. First off, when I called to make my appointment, I specifically told the woman who answered that I'd like UV gel done. It was my first time getting UV gel, but I...   +

I went to the branch on Robson street for a pedicure and a UV gel french manicure. First off, when I called to make my appointment, I specifically told the woman who answered that I'd like UV gel done. It was my first time getting UV gel, but I had done my research. I knew that UV gel involved repeated layering of a gel substance followed by curing under a UV lamp. But when it came time to get my nails done, the nail tech started using acrylic powder - I stopped her there and told her that I had asked for UV gel and no powder is supposed to be used in the process. She and her manager both tried convincing me that this is how UV gel is done - a layer of "UV gel powder" followed by a layer of UV gel - but I knew that this isn't true. There is no such thing as "UV gel powder". They were trying to save their money by applying only one layer of UV gel as the final coat. Anyway, I didn't want to argue so went ahead with their procedure. The manager kept telling me to trust her... and that I did. The nail tech - who was a guy - did a so-so job. I had acrylic nails done previously and was looking forward to UV, but oh well, my nails still looked decent - although not as natural looking as i wanted them. The pedi, on the other hand, was quite nice.

Now the real issue began a few days later, when I noticed that the gel layer was starting to come off from the sides. I called them up and told them about it. On the phone the manager spoke pleasantly and said it would be no problem at all and that they can fix it. So off I went. When there, the male nail tech (who I found out was the manager's son) and some other female nail tech, pretty much told me that it isn't their fault, that they won't fix anything and that I should get out. All while the manager sat on the sides watching. I was furious. I had spoke to the manager and informed her that I'd be coming. I made the trip, through downtown's insane traffic, just to get my nails fixed. The techs claimed that the peeling of the nails is normal, but my 3 friends who had their nails done the same day did not have any peeling at all. The staff pretty much surrounded me, each grabbing my hands to look at my nails and then mumbling in their language. I told the nail techs that I would not leave without getting my nails fixed and that they should stand behind their workmanship and services. That was when the male tech told me to leave and that he does not need my business. I was insulted and taken aback with his rudeness. I demanded to speak to the manager. It seemed like the son nail tech was arguing with her in their language. The manager took me to their back room and told me that she's sorry, but she can't do anything because her nail techs aren't listening to her (nice excuse!). She was being nice and said that I should come again when her son is not in. Yeah right, I wasn't making another trip to this place ever. I told her how offended I was with her son's comments and that's when she got up and left the room to speak to her son. I sat there thinking..ok, so now what... when some staff woman walked in and told me that they'll fix my nails. I did end up getting my nails fixed by a burnt nail tech, who didn't say one peep the whole time. Strangely though, I heard the manager crying, but of course I had no idea what was going on as they all spoke their own language. Before i left the manager came to me and apologized about her son's behaviour and said that he doesn't realize the importance of making customers happy - hell yeah - but I was really hurt and had never been treated like that before.

In short, I would not recommend Professionail on Robson.
- customer service is poor (the staff all speak their own language to each other and that makes you feel uncomfortable)
- their UV gel procedure is not the true method, so you are being ripped off.
- the staff is only nice to you if you don;t come back with complaints.    -