Lyly Nails

Good evening Denise,

We are very sorry for how you felt when you visited our establishment, and opened an investigation to look into any form of bullying made towards you at our shop, as we do not tolerate this type of behaviour from our staff and customers.

During this investigation we had looked through about an hours worth of cctv footage from the moment you came into our shop, to the moment you paid and left.

Due to the investigation, we have come to the conclusion that no act of bullying was ever made in our establishment. However we would like to talk to you via our email [email protected] to figure out how this misunderstanding may have arose or to hear anything we have missed.

Thank you for your time,
The Lyly Nails Team

Good evening Lou, we are very sorry for the late reply as well as the experience you had that day.

We would like to reassure you that we did try to work things out for you, as we did split your one appointment into two, without any extra charge since this would be two separate appointments, due to an emergency. Which this would’ve led to our prep work on the acrylics being subpar as oils and other bits of debris would’ve settled on the acrylic during the time you were out and when we could finish your set, as a result the polish unfortunately did not last long.

We did try to offer you a different day and time for the repair as we were busy that day with pre-booked appointments leading to us unfortunately not fitting you in when you had brought up the issue as you gave us no notice of you coming in, but we were more than happy to repair it for you.

However, before we could suggest another resolution to resolve the issue, you had turned to Anthony and told him not to worry which he replies with “are you sure?” Which you confirmed you were sure at the time, and walked away.

We do understand the frustration that the polish did not last, but there were factors outside our control that lead to the issue that arose, on top of that we did try our best to resolve the issue of the polish peeling but were denied the future repair suggested and before we were able to offer another resolution, we were told not to worry, which you confirmed yourself was ok at the time.

We are very hurt that you felt this way because, as you said yourself, you were a long time customer of ours, and we valued you dearly. Furthermore we feel mislead as we did try our best to offer you alternatives but before we could find a proper resolution, you had told us not to worry in a way that suggested you would’ve come back another day to try and have the issue resolved.

Again we do feel sorry that the service ended the way it did, and do fully understand your frustration. If you would still like to work things out please contact our email [email protected], as we would like to have you back as our customer and a friend.

Kind regards,
The Lyly Nails Team

Good evening Chris,
We apologise for the result of our services, if possible would you be able to pop us a message on Facebook so we can discuss this further? We highly encourage feedback to our staff both good and bad! We would like to see how we can improve our services for the future and if there is anything further we can do.
Many thanks,
Lyly Nails Team

Thank you! We definitely prefer quality over quantity with our work. We’re glad you had a good experience at our salon!

Thank you so much Sue! We’re so glad you had such a good time with us

Good evening Marlene, we’re happy to inform you that we’re open from Tuesday 7th of March under new management! We hope to continue seeing you.
Edit: Thank you so much Marlene. We’re happy that you’re enjoying our services again. Can’t wait to see you next time!