Nail Land London

"I always have a great experience at Nail Land, it's very professional and staff are friendly. One of my favourites is Sammie, who has exceptional customer service skills. It's a great experience and my nails always look lovely"

"Sadly, I had a terrible experience at Nail Land London today and will never return. 2 weeks ago I went to Nail Land for the first time for a Shellac Manicure and was very pleased with the end result. During this manicure, the lady used a drill on my cuticles. I had never had this before and, in all honesty, I have always steered clear of salons that use drills, but when I expressed my concern the lady assured me that the drill would not ruin my nail and that it gives a cleaner finish. As I say, the end result was lovely and I left feeling happy! Today I returned to Nail Land to get the old shellac removed and to treat myself to a new shellac manicure. It was with a different lady this time. The drill was used again on my cuticles and then the lady began to manually remove the access with scissors. It was at this point that I noticed that some of my nails were ridged at the cuticle and were indented with a red line. I raised the alarm and was told that my nails "weren't damaged", "it's not a problem", "you have quite weak nail beds" etc etc. I was upset - I have had shellac many times before and have never had this sort of problem, weak nail beds or not. I began to cry - mainly out of frustration since the salon refused to acknowledge that there was an issue or that they had possibly done damage. I told the lady I no longer wanted the shellac manicure - in my eyes they had ruined my nail beds and I just wanted them to do whatever was needed to clean the nail and allow me to get out the shop. A hairdresser would never allow you to leave a salon with wet hair, so I assumed a nail salon would never let you walk out with scuffed nails and half done cuticles. At this point the lady who did my nails 2 weeks prior came over to finish up. It got quite heated when we were discussing the issue - she felt passionate that she had done her best, and I felt strongly that my nails had been damaged. However, we reached an understanding that we had both learned a lesson and that nothing could be done now. She finished doing my cuticles and painted my nails with a strengthening clear polish. As I was leaving she started speaking with one of her colleagues and then said "That's £15 for a classic manicure, I won't charge for the shellac removal." I paid the £15 but said I couldn't believe they were charging me when they had damaged my nails and that their customer service was shocking. We kept going around in circles and then one lady (who I can only assume is the manager) said "if you aren't happy then you need to leave. We have done our best for you and spent an hour doing your nails, we have clients waiting". She reduced me to tears and I left utterly shocked. Needless to say, I will never be returning. The salon has lots of regular customers and the nail technicians clearly usually do brilliant work - I even remarked on this today when looking at the other customers' nails before the fiasco unfolded! I also appreciate that the lady took time to finish the job today, though I do think this is the basic level of customer service when nails have been damaged. Maybe I got unlucky. Just flabbergasted at their lack of customer service. Judging from the other negative reviews on here I fully expect a reply saying "you were rude" and "it wasn't our fault...we didn't damage your nails". It is what it is but if I can stop this happening to someone else then the review is worthwhile in my eyes. I did go to 2 other nail salons after the event and they both confirmed that the nail is damaged, that it will need to grow out and that the damage has been is caused due to slightly too much pressure from the cuticle drill. Lesson learned."

"My favourite nail salon ever! So many colours to choose from and easy to get booked in through the website. They will always accommodate for your needs. I get a perfect result every single time. Staff are so lovely, kind and gentle. I even recommended this place to my mum and she loved it!"

"Got my nails done by the amazing Lucas. I have gone to many stores to get my nails done, but the nails done by him were the best. His attention to details and professionalism went above and beyond. I intially went in for a classic manicure with design, but after asking about how often I get my nails done, he recommended that I get shellac manicure as they would save me money in the long run(after a week of having my nails done they usually break due to my work, but these stayed on well over 3 weeks). This level of attention to the needs of a customer and guiding them to a better option was very appreciated (and of course called for a tip)."

"To be honest I'm a bit scared to leave a review after reading the replies from the salon and claiming that every single customer who leaves a negative review are rude and telling lies, however after an awful customer service I have received today, I definitely want to share my experience. First time i have visited them 3 weeks ago for a full set of acrylic nails. I do not remember lady's name but she did amazing job. It did took her over 3 hours and even though there were people waiting for their appointments, she didn't rush to finish faster and made my nails perfect and was always checking if I'm happy. That day i have paid £60 with a tip and was satisfied. However 10 days later 1 nail broke and i decided to book for infills after 2 weeks, when usually i do infills every 3-4 weeks and I don't ever have any nails broken. On my second visit I was seen by another lady, I also can not recall her name, she asked where did I do my nails as they are very thin. I said that nails were done here, and a girl who has done first set confirmed that it was her as she was nearby. So the lady whom I was seeing this time told of the poor girl that nails are not ok, and during my appointment she asked her over once or twice to show her what she has done wrong first time. She also made my nails extremely thick, I have been doing extensions for 3 years now and have never seen such thick nails. I was a bit disappointed, however I decided not to say anything. Also disappointing was that they didn't let me dry my nails properly as I only had regular colour and I was told to go after 10 minutes with an advice . Even after that I wouldn't leave a negative review, as being a salon owner I know that things happen. however next day one nail broke straight away, after another 4 days another nail came off completely and other start to lift up, just because they were ridiculously thick. So I have booked an appointment for infills and left a note that i need to fix 2 nails and make other nails thinner as they coming off. I was absolutely unhappy to come back just a day before Christmas to do my nails, as 1 week ago I have paid £27 with a tip for infills. When I have arrived a lady at the reception said that they don't fix broken nails, but because i have booked appointment they will accept me. I wish she would have said it in a way that they are doing an exception for me, but she said it in a way that she is doing me a huge favour. When I was ready to come through she said, that she has read the message that I have added to my booking and to fix 2 nails it will be £10 plus £10 for making other nails thinner. That have caught me off guard, and when I tried to explained that i have had infills done here a week ago she said that it is not their problem that my nails broke. When I tried to explain that I haven't experienced a breakage before and I had extensions for 3 years, she said that I can have extensions for 5 years, but if they break it means I am not careful. I then tried to explain that my nails were done too thick, and that is the reason they are peeling off, reception lady said it does not matter and I will still have to pay £20. I found that absolutely disgraceful, said and left. Merry Christmas."