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| - I have been a loyal customer at Cozy Spa for several years. There had been a few little blips along the way where my friends were not treated very nicely, but I still continued to go back. The last time I went in to get a shellac manicure with my friend, my experience was very different. We were rushed in (even though it was only 5:45 and they don't close till 8) and one of the staff hovered over us the entire time we were trying to choose a colour, pressuring my friend in to getting a colour she did not even want. I wanted to get a white shellac done and there were about 7 different whites on the shelf, so I held up a white with a pearl tinge and asked the woman if this would make my nails "white white" and she responded by telling me it would and hurrying me to my seat. After sitting and waiting for 10 minutes for someone to even put foil on my fingers (even though the woman had already begun taking the polish off my friends hands) finally the only other gentleman that works there (not the owner Bryan) began to take the polish off my nails. After the first coat of polish (I was never asked to look at a finger and see if I liked the colour as they usually do), I realized that the colour was in fact pearl itself and not white at all. I stopped the man and asked him if the next coat would make my nails white and he responded no. This is about an hour and 15 minutes into the appointment (an insanely long time for only one coat of shellac to be applied). I let him know that I had asked the woman if it would make my nails white and she responded that it would. I told him not to worry about it and just put white on top of the pearl as white is thick and you wouldnt be able to see through it. After applying the white to my nails, I took my first hand out of the dryer and realized that my nails were cracking and doing something I had never seen before. I asked him to stop and he tried to continue to finish my other hand even though I showed him what was happening. Needless to say, I had two hands with this ridiculous polish on them now and its been about an 1 hour and 45 mins at this point. The owner Bryan comes over and looks at them and they being to speak about whats happening to my nails in front of me but not in english. No one ever tells me what is going on and I am rudely asked by the man who is doing my nails "if I want him to remove it"? Obviously I did as they looked terrible and was very upset as it was nearing the 2 hour mark for a simple shellac manicure at this point. He then proceeds to aggressively take the polish off by destroying my nails instead of letting it soak for a minute and starts scraping at me with a nail file. He continues to file my nails even after i have asked him to stop several times as he had scraped my cuticles raw. I chose another colour and applied it. I asked if Bryan could come and do the other hand as I had to go and the man told me he was busy (there was 1 woman getting someone to do her feet and Bryan doing her hands at the same time) and that i'd have to wait.The entire time he was rude and blamed the scenario on me and my nails looked terrible after 2.5 hours of sitting there (my friend had to wait the entire time, hers took almost as long). I said several times that I was quite upset and not once did he nor Bryan apologize for what happened. At the very end, Bryan "thanked me for my patience" and that's when I lost it. I let him know that I was incredibly disappointed with the way I was treated and that I felt I had been blamed and disrespected the entire time (even though it was not my fault at all). I also told him that no one had even tried to apologize to me after making my friend and I sit there from 5:45- after close and treated us very poorly. I could not believe when the man had the audacity to ask me how I was paying. I told him I was not paying for it and that it was ridiculous he had even asked, that I was a loyal customer who has spent hundreds of dollars here and recommended them to other people and he still gave me a hard time. My friend had to pay for hers which is already ridiculous for how long it took, and I just ended up walking out and telling them they should treat their customers better next time and that we would never be returning. DO NOT EVER GO HERE. THEY DO NOT CARE IF YOU ARE A WALK IN OFF THE STREET OR A LOYAL CUSTOMER OF SEVERAL YEARS, THEY TREAT EVERYONE THE SAME, LIKE SHIT.
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