Brick Lane Nail Spa | Spitalfields & Aldgate

Good afternoon Molly

Thank you very much for visiting us.

We hope you are happy with your nails.

If you have any feedback, please feel free to contact us on 020 3441 5160

or email us at [email protected]

We are looking forward to seeing you again.

Kind regards,
Brick Lane Nail Spa

Good afternoon Sol,

Thank you very much for visiting us.

We hope you are happy with your nails.

If you have any feedback, please feel free to contact us on 020 3441 5160

or email us at [email protected]

We are looking forward to seeing you again.

Kind regards,
Brick Lane Nail Spa

Good morning Kelsey,

Thank you very much for visiting us.

We hope you are happy with your nails.

If you have any feedback, please feel free to contact us on 020 3441 5160

or email us at [email protected]

We are looking forward to seeing you again.

Kind regards,
Brick Lane Nail Spa

Good afternoon Anshiak,

Apology for any inconvenience caused.

Thank you for your feedback.

Before getting in details, we would like to clarify an important point:

The claim that the nails broke within 2 days is not accurate.

You had your nails on done on Good Friday April 3rd after our normal closing hour for the day.

As you message us on the 9th for the first nail and 10th for the second nail, the breakage occurred approximately a week after the appointment, not within 48 hours.

We maintain that the timing and condition described are likely consistent with normal wear and tear, particularly given the longer than usual length of your natural nails and daily activities.

In addition, we would like to clarify a few points regarding your concerns.

1. Firstly, during the phone consultation, we were not informed that you had existing product on your nails requiring removal.

As removal is a separate service, this was added to the final total.

2. Sencondly, regarding the manicure, this is an additional service rather than something automatically included.

It was carried out to improve the overall finish.

3. Thirdly, we would also like to clarify that your appointment took place on Good Friday, a bank holiday, and after 6pm, which is outside our normal opening hours for Bank Holiday.

We tried our best to accommodate this late booking, but we understand this does not excuse any communication issues or concerns you have raised.

4. Fourthly, in terms of durability, your natural nails were already very long.

We always aim to provide strong, long-lasting results.

As natural nails grow out and with ongoing daily activities, lifting or breakage can occur over time, particularly with longer lengths like yours.

5. Fifly, we would also like to clarify that extensions were required during the second visit for 2 nails that broke.

Extensions were not booked for or discussed during the initial booking.

As a gesture of goodwill, we did not charge for this additional work.

This was offered to compensate for the time you had already waited during the first visit as a gesture of goodwill from us, not as a result of your concern like you claimed.

6. Sixthly, we also arranged not1, not 2 but at least 4 or 5 separate repair appointments which were not attended.

In addition, sometimes we did not receive any advance notice of cancellation or only received with last minute or after after appointment time messages.

This unfortunately impacted our schedule and meant we were unable to offer those time slots to other clients.

7. Seventhly, we would also like to add that although you attended a repair appointment approximately 10 days later.

Although it was outside of our standard repair policy, this was carried out as a gesture of goodwill from us.

At that time, no signs of infection or related concerns were observed or raised during the appointment.

Finally, at this stage, it has now been close to 3 weeks since the initial appointment.

We would generally expect infills or maintenance to be required within that timeframe, especially with longer nails like yours as natural nail growth and daily activities can affect retention.

We cannot reasonably guarantee full retention beyond the normal wear period without maintenance.

That said, we do understand your concerns and sincerely apologise that your overall experience did not meet expectations.

We take all feedback seriously and will continue working on improving communication around services, pricing, and appointment management.

We also kindly ask that business time and appointment slots are respected, as missed appointments without notice affect not only our schedule but also other clients who may have been waiting for availability.

Thank you for bringing this to our attention.

Kind regards,
Brick Lane Nail Spa

Good evening Annielies,

Thank you for your feedback.

We are very glad to hear you were happy with your pedicure and the final result.

We would like to clarify that you arrived after our normal closing time.

When we are busy, we sometimes extend our hours to accommodate clients and ensure everyone receives the best possible service.

Appointments outside of our regular hours may include an additional charge, as they require our staff to stay later than scheduled.

We understand that this was not clearly communicated in advance, and we sincerely apologise for any confusion.

We will make sure to explain this more clearly to clients going forward.

Regarding our opening hours on Google, these may be adjusted based on demand and extended appointments.

Thank you for your understanding.

Kind regards,
Brick Lane Nail Spa

Translation to Dutch:

Goこんばんは Annielies,

Bedankt voor uw feedback.

We zijn erg blij te horen dat u tevreden was met uw pedicure en het eindresultaat.

We willen graag verduidelijken dat u na onze normale sluitingstijd bent aangekomen.

Wanneer het druk is, verlengen we soms onze openingstijden om klanten te kunnen helpen en ervoor te zorgen dat iedereen de best mogelijke service krijgt.

Afspraken buiten onze reguliere openingstijden kunnen extra kosten met zich meebrengen, omdat onze medewerkers dan langer moeten blijven dan gepland.

We begrijpen dat dit niet duidelijk van tevoren is gecommuniceerd en bieden onze oprechte excuses aan voor eventuele verwarring.

We zullen dit in de toekomst duidelijker aan onze klanten uitleggen.

Wat betreft onze openingstijden op Google, deze kunnen worden aangepast afhankelijk van de vraag en eventuele verlengde afspraken.

Bedankt voor uw begrip.

Met vriendelijke groet,
Brick Lane Nail Spa

Good evening Naoko,

Thank you very much for visiting us.

We hope you are happy with your nails.

If you have any feedback, please feel free to contact us on 020 3441 5160

or email us at [email protected]

We are looking forward to seeing you again.

Kind regards,
Brick Lane Nail Spa

Good afternoon Ellen,

Thank you very much for visiting us.

We hope you are happy with your nails.

If you have any feedback, please feel free to contact us on 020 3441 5160

or email us at [email protected]

We are looking forward to seeing you again.

Kind regards,
Brick Lane Nail Spa

Good afternoon Bec,

Thank you very much for visiting us.

We hope you are happy with your nails.

If you have any feedback, please feel free to contact us on 020 3441 5160

or email us at [email protected]

We are looking forward to seeing you again.

Kind regards,
Brick Lane Nail Spa

Good morning Shef,

Thank you very much for visiting us.

We hope you and your partner are happy with your nails.

If you have any feedback, please feel free to contact us on 020 3441 5160

or email us at [email protected]

We are looking forward to seeing you again.

Kind regards,
Brick Lane Nail Spa

Good morning Hou,

Apology for any inconvenience if caused by us.

However, it seems there may be a misunderstanding, as we do not have a record of you or anyone with the name "Hou Zhuoyin" as our client.

We take all feedback seriously and strive to provide clear pricing and quality service to everyone.

If you did visit us, please contact us at 0203 441 5160 so that we can investigate further.

Thank you.

Kind regards,
Brick Lane Nail Spa

Translation:

早上好，Hou，
如果我们的服务给您带来任何不便，我们深表歉意。
然而，似乎存在一些误会，因为我们没有记录显示您或任何名为 “Hou Zhuoyin” 的人士是我们的客户。
我们非常重视所有反馈，并始终努力为每位顾客提供透明的价格和优质的服务。
如果您确实曾光临我们店，请致电 0203 441 5160 与我们联系，以便我们进一步核实情况。
谢谢！
此致
Brick Lane Nail Spa

Good morning L,

Thank you very much for visiting us.

We hope you are happy with your nails.

If you have any feedback, please feel free to contact us on 020 3441 5160

or email us at [email protected]

We are looking forward to seeing you again.

Kind regards,
Brick Lane Nail Spa