1 /5 Victoria Tretyakova: Yesterday I experienced the most unpleasant customer service in my three years of being a loyal customer at Qubea, South Kensington. I want to highlight that my nail technician, Iulia, did an amazing job — many thanks to her — the entire issue lies with the administration.
Yesterday, 6.5 hours before my appointment, I received a message from the receptionist, Kristina, informing me that they had a scheduling conflict and asking whether I could come later, at 18:00 instead of 17:30. On that particular day, I needed to leave the salon no later than 19:00 because I had an important event planned, which I communicated clearly. The receptionist responded that everything was fine and that they would keep my appointment at 17:30, while simultaneously asking whether it would be okay for me to finish at 19:15 — to which I again said no. In other words, she knew from the very beginning that I could not leave later, and she also knew it was impossible to finish by 19:00. Instead of offering an alternative solution, she simply decided that “it’ll be fine,” despite the fact that I had plans.
When I arrived for my 17:30 appointment, I waited for more than 20 minutes and actually started nearly at 18:00. So the receptionist Kristina, knowing this would happen, deliberately left my appointment at 17:30 just to take me later anyway. When I voiced my concerns, I didn’t hear a single apology — just a completely indifferent expression, as if she didn’t care at all about a very reasonable complaint. When my technician was finally able to take me, the receptionist didn’t even attempt to come over or offer me a drink (even though that’s part of the service).
Again, I want to say that Iulia did a wonderful job and managed to finish in an hour — I am very grateful to her. But this kind of attitude in a salon that positions itself as customer-oriented is simply appalling. You are essentially deceiving clients and somehow still managing not to apologize for such behavior.
