ViVi Nail Spa (Battersea Park)

Thank you for your review. We’re sorry to hear that you feel disappointed with your experience.
We would like to clarify a few important points, as your comment contains multiple assumptions that are simply incorrect.
Firstly, all our nail services come with a 2-week warranty. If any nails lift or break within that period, clients are always welcome to return for a free fix or assessment. We are unable to identify you from this review alone, but if you are genuinely one of our clients, we would have been more than happy to resolve this in person.
Secondly, regarding pricing, we are surprised by the comment. Our prices are among the most competitive in the area, particularly for structured/harder gel and detailed nail designs, while using professional products and qualified technicians.
Thirdly, several assumptions made about our staff are factually wrong:
The “older lady” mentioned is not the owner
Our team members speak multiple languages, which is normal in London
They are not Chinese, and speaking another language does not mean clients are being talked about or disrespected
We do not tolerate rudeness or disrespect in our workplace and strongly believe in treating every client equally and professionally. However, making assumptions about staff roles, ownership, language, or intentions—without evidence—is neither fair nor accurate.
We welcome genuine feedback and are always open to improving, but we also believe in correcting misinformation.
Thank you.

Hi Anel,

We are very sorry to hear about your experience today, and we sincerely appreciate that you agreed to come in later after we called in advance to notify you of the delays. Unfortunately, we were short-staffed and also had several clients arrive late, which created unexpected knock-on delays for everyone. While the situation was challenging, it should not have impacted your appointment to this extent, and we apologise for the inconvenience caused.

To clarify, all clients today were pre-booked, and no walk-ins were accepted beyond our capacity. We always try our best to accommodate everyone with the highest level of service and to ensure that every customer receives a high-quality finish. Sometimes this means a change of technician during a service, depending on the treatment and the specific skills required, in order to maintain efficiency and quality. However, we understand that this can feel disjointed, and we apologise that it affected your visit negatively.

Regarding the online booking, you had accidentally made a double booking for your hand treatments through Treatwell, which resulted in an overpayment. Because the booking was made through a third-party platform, we are unable to issue refunds directly, and we explained this after your treatment.

We want to reassure you that we have absolutely no intention of “tricking” clients into accepting a loyalty card. The loyalty card we provided to you specifically was fully stamped, giving you the same value as the amount you overpaid so that you would not lose any money.

We also understand that not all treatment combinations are available on Treatwell. This is why we advised you on how to book in the future—by selecting the closest option online and adding notes to your booking, then paying any price difference in store instead of accidentally overpaying as happened today.

Again, we are truly sorry for the poor experience you had. We take your feedback seriously and will make sure that your next visit with us is much smoother and more enjoyable. Thank you for bringing this to our attention.