The Nails Story Brentwood

Good Evening,

We’re sorry you left disappointed, but we would like to clarify the situation fairly.

If an appointment is successfully booked through our system, a confirmation email is automatically sent. Even if an email address is entered incorrectly, the appointment would still appear in our booking system if the booking had gone through successfully. For us to properly investigate this matter, we would kindly ask for proof of the appointment confirmation or booking reference.

When you arrived at 5pm, all 4 members of staff were fully booked continuously until closing time at 7pm, with each technician already attending clients. Unfortunately, we simply could not accommodate an additional appointment without impacting other customers who had booked in advance. We did offer for you to return another day as a gesture of goodwill.

We also want to address the accusation of discrimination, which is completely untrue and very serious. Multiple staff members and all our clients at the same time witnessed the interaction, and we are confident the situation was handled politely and professionally at all times.

Today was NOT your first time visiting us — you have been here several times before. That is why you clearly know that we mainly operate by appointment rather than walk-ins, and we never call or message customers to change appointments that were booked online.

The fact that you attempted to make a booking yourself (even though it unfortunately did not go through by some reasons — and we apologise for that) shows that you were already aware of how our booking system works.

You also know that if we truly discriminated against people, you would not have continued returning to us. Your repeated visits and effort (if any) to book an appointment contradict the claims you made above.

Again, we do understand how frustrating it must feel to spend time attempting to make a booking that may not have gone through correctly, and for that disappointment we are genuinely sorry. However, leaving a damaging review suggesting discrimination over a scheduling issue is unfair to our team, who always aim to treat every client respectfully and professionally.

Thank you so much for your amazing review! 😍💅🏽 We’re absolutely delighted to hear that you love your nails every time you visit us. Our team is very passionate about nail art and always puts a lot of care, creativity, and attention to detail into every set, so it means so much to know we’ve been able to bring all your design ideas to life exactly how you wanted. ✨

We truly appreciate your continued support and trust in our team. Comments like yours motivate us to keep delivering the best service and nail art experience possible. We’re so grateful to have loyal clients like you and we can’t wait to welcome you back for your next beautiful set as we know you always go for a design xxxxxx 💖👏

Thank you so much Tanya 🫶🏻🫶🏻🫶🏻

Hi

Thank you for taking the time to share your experience—we really appreciate your honest feedback. We’re sorry to hear that your visits haven’t met expectations, particularly regarding the care of your natural nails. This is not the level of service we aim to provide.

We take your comments about buffing and overall nail treatment very seriously and will be addressing this with our team to ensure a gentler, more careful approach is always followed. Protecting the health of your natural nails should always come first.

We’d also like to mention that, alongside gel manicures, we do and always offer alternative options for clients who have their nails done regularly but want to maintain and strengthen their natural nails. These include treatments designed to support nail health, and our team is always happy to recommend the most suitable option based on individual needs.

We’re glad one of our team members made a positive impression, and we’ll be sure to pass that on.

Thank you.

Thank you as always xx

Thank you so much for your great review! We’re absolutely delighted to hear how much you enjoy your visits with us. Our team takes great pride in creating a welcoming, relaxed experience, so it means a lot to know you feel cared for and never rushed.

Thank you

Thank you Stephanie and Kelly xxxxxxxxxxxxxx 🫶🏻❤️🙌🏼

Thank you so much for your kind words.

Thank you for your feedback. We’re sorry to hear that your visit felt rushed and unwelcoming, as that’s not the experience we want any customer to have.

Today has been an especially very busy Friday, with schools breaking up, which can make the day more hectic than usual. That said, this is not an excuse, and we always aim to treat every customer with courtesy and respect.

As this was your first visit, we are especially sorry that we did not give you the best experience—we know first impressions matter and we regret that we fell short.

We’d also like to clarify that we prioritise booked appointments over walk-ins to ensure customers who have scheduled their time with us are seen as planned. We’re sorry if this wasn’t communicated clearly or impacted your experience because we always try our best to serve everyone on time. This also means that if someone is undecisive or feels overwhelmed by our extensive color collection, extra time for choosing color is needed.

We appreciate your comments regarding both the service and payment options, and we’ll be taking your feedback on board to improve. Thank you for bringing this to our attention.

Thank you so much 🙏🏻💕🥰

Wow — thank you for such an amazing review! 🥰✨ We’re so happy you loved your BIAB infills and that we could get you in and out while still keeping the quality top tier 💅💖
Our team works hard to make sure every appointment feels relaxed, friendly, and super comfortable — so it’s fab to hear that you had such a lovely experience. And yes… we do love our colour collection! 🎨😍
Thank you so much for recommending us — we can’t wait to see you again for your next set! 💕