Richmond Spa Reviews

25 The Quadrant, Unit 4 Quadrant House, Richmond Upon Thames, London, TW9 1DJ

Check availability and book online

Reviews are written by customers after their visit.

4.7

1936 reviews

Verified reviews

Written by our customers, so you know what to expect at each and every venue.

Venue Type

Beauty Salon in Richmond, London

See more venues in Richmond, London

I’m very sorry to say that just one week after a very positive experience at Richmond Spa, I was thoroughly disappointed this time. I had booked an appointment for 10 am and was the first customer to walk in. By 10:15 the very polite and professional Annie had wrapped my nails to remove the previous SNS and told me I would wait 10’ for the nails to be removed. Meanwhile, various other customers would walk in, with or without appointments. All other technicians started working on customers, including some for SNS (not all technicians are trained on SNS but you can’t select a specific one when booking an appointment on Treatwell - I was told it would be easier if next time I phoned to make an appointment. Then what’s the point of having appointments on Treatwell?!) . About 20’ later and still without having been seen by anyone, not even to finish the removal, I let the technicians know that I would not be able to stay any longer - I had booked a 10 am appointment expecting I would be finished by 11:15 the latest and there was no way to make that possible; it was 10:40 and SNS takes 45’-60’. I expected to receive at least an apology... I would have understood and maybe considered coming back and giving them the benefit of the doubt. Instead, the technician who was working on another lady’s SNS became very defensive and explained they were short staffed and all I had to do was wait a little longer.. The problem is that they are not the only ones who are stressed about their jobs; perhaps some of their clients don’t work and can spend all day waiting for a 10 am appointment to be honored. Unfortunately, I had to return to work for a meeting and did not have that luxury. I wish I could have spent the hour getting my nails done as I had planned, instead of arguing and leaving with semi-removed SNS and the one hour a week I get to spend to treat myself wasted. It’s a shame that Richmond Spa does not have better policies in place to deal with unexpected staff shortages, or at least better customer service training for their technicians to deal with emergencies. They should consider that they should honor all customer appointments, not just their regulars. In the end, I paid £8 for SNS removal and left, disappointed by the experience.

Treatment by professional staff

Anastasia•over 7 years ago

Verified review

Report

Show venue reply...

Good experience.

Treatment by professional staff

Candy•over 7 years ago

Verified review

Report

Show venue reply...

Lovely staff, a cramped space but a very good vibe. I loved my nails and will definitely keep coming back!