ATTN! PLEASE READ.
I am leaving this review because my experience at Dream Nails with LUNA was one of the worst customer service experiences I have ever had at a nail salon.
I have been to Dream Nails several times before. On previous visits, Sam did my nails. I repeatedly asked for a new gel full set because my nails had grown out and needed to be restructure. Instead, I was continually given fill ins. When I questioned why I couldn't receive the service I was requesting, I was told my nails would be shaped funny. After visiting another salon, I learned that my nails could, in fact, be done properly with the right tools and technique.
Because I had read positive reviews about LUNA, I decided to give Dream Nails another chance and specifically made an appointment with her.
Unfortunately, the appointment was a complete disappointment.
From the moment she started working on my nails, LUNA was rough, impatient, and made me feel completely unwelcome. She repeatedly twisted and bent my fingers while trying to remove my old gel. The pressure became so painful that I told her twice, "Please be gentle. You're hurting my fingers." Instead of responding professionally or showing any concern, she continued what she was doing.
Rather than communicating directly with me, LUNA repeatedly spoke to another employee in another language while I sat there wondering what was going on. The other employee would then explain things to me. Meanwhile, LUNA spoke English without any difficulty to customers who walked into the salon, making me feel as though I wasn't even worthy of basic communication during my own appointment.
I sat in that chair for nearly two hours. Even after the soak-off process, LUNA was nowhere close to finishing the removal of the old product. The entire experience was painfully slow, uncomfortable, and physically exhausting.
What made the experience even worse was that I have an old thumb injury from years ago. Because of the way my fingers were being twisted and bent, my thumb began aching again—something I have not experienced in a very long time. No customer should leave a nail appointment in physical pain after repeatedly asking a technician to be gentler.
Eventually, I had enough. I asked her to stop after finishing one finger and simply told her to charge me for the removal. I paid the $20 and left because I could no longer tolerate the treatment I was receiving.
I immediately went to another salon, Coco Nail Bar, where the difference was night and day. They had the proper equipment, treated me with kindness and respect, communicated with me throughout the appointment, and completed my service in less than an hour. They accomplished what Dream Nails could not.
No customer should ever be made to feel ignored, uncomfortable, or physically hurt while paying for a service. Professionalism includes communication, patience, respect, and listening when a customer says they are in pain. Sadly, I experienced none of those things during my appointment with LUNA.
As a Black woman, I know what it feels like to question whether I'm being treated differently, and that feeling can be deeply painful. During my visit to Dream Nails, I left feeling ignored, dismissed, and unwelcome. I cannot say why I was treated the way I was, but I know how the experience made me feel, and it is something I will not forget. Every customer deserves to be treated with kindness, respect, and professionalism.
I cannot recommend Dream Nails based on my experience. I hope management takes customer concerns seriously, provides better training on customer service and communication, and ensures that no one else has to endure the experience I had.
