They 100% fail in customer service. I have been told incorrect wait times (wasted 45 minutes before being told wait would be an additional 30 minutes), they discourage setting appointments, so waiting is inevitable. One of the techs is terribly rough and causes pain during manicures (I've heard other customers say, "ouch", "that hurt", "I hated (my pedicure)". Years ago I frequented this salon, but since I would not recommend it to anyone else, nor will I return.