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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Nail salon no show charge

129 replies

Prettybutdumb · 28/09/2023 14:52

I had a nail appointment recently at a salon that I’ve been frequenting regularly for years. The morning of the appointment my youngest woke up and ran to the loo and poor thing had a bad tummy. I emailed the school, but still had to take the eldest in and it was bad enough that she had an accident on the way to dropping off her sibling.

I messaged the salon as soon as I got back (they weren’t opened yet) to explain what happened and that I won’t be able to make it. This has never happened before. I’ve never been late or had to cancel before. There was no reply and today I saw that my appointment was charged 100% for no show. I completely understand that they have their own employees, costs etc, but isn’t that poor practice? To charge the appointment in full without as much as a conversation or message back when I’ve been a regular customer (I go at least once a month) for so long?

This last minute type of cancellation has happened twice in my life before as I have small children and they can be unpredictable - once with a dentist and a second time with an osteopath. Both said it’s a first occurrence and they won’t charge anything (although their T&C said they would), just offered me another appointment.

I feel pretty miffed and it’s safe to say they’ve lost me as a customer.

OP posts:
Work2live · 28/09/2023 14:55

Can you call and speak to them about it? The 100% charge might’ve been automated, maybe?

I agree that it’s a bit annoying when you’ve been a customer for so long and you did give them as much notice as possible. But equally, they have staff and overheads to pay.

Hope your DC is better soon!

ThatsMeTold · 28/09/2023 14:57

They still have to pay the staff, and would be unlikely to fill a slot at such short notice. Presumably it’s in the T’s &C’s. It’s not their fault your dc is ill and they shouldn’t be expected to lose funds due to your no show. It’s just bad luck.

tescocreditcard · 28/09/2023 15:00

A lot of people charge now. As a pp said, they still have to make a living regardless of what goes on in people's personal lives.

Graciebobcat · 28/09/2023 15:01

I have never made an appointment at mine, I just turn up and wait.

topshotta · 28/09/2023 15:03

I would only do walk ins from now on x

WasThereAnotherTroyforHertoBurn · 28/09/2023 15:05

ThatsMeTold · 28/09/2023 14:57

They still have to pay the staff, and would be unlikely to fill a slot at such short notice. Presumably it’s in the T’s &C’s. It’s not their fault your dc is ill and they shouldn’t be expected to lose funds due to your no show. It’s just bad luck.

This.

I know my nail technicians mortgage repayments have soared, my inability to make an appointment shouldn't impact on her ability to pay her mortgage.

gotomomo · 28/09/2023 15:06

It's why I always go to turn up and wait places, except my hairdresser who is super flexible and cancels on me often

purplecorkheart · 28/09/2023 15:08

The things is that the person who was doing your nails still need to be paid/overheads paid for etc. It is unlikely that the salon was able to fill the slot and I would expect to pay. The salon I go to charge a no show fee if you cancel on the day of the appointment, The only time this is waivered if they can fill the slot/get a walk in for it. Otherwise they charge regardless of reason.

OnTheRoll · 28/09/2023 15:10

I could agree with the notion that the charge is fair but I would still feel like I don't want to give them my custom anymore. Loyalty works both ways. They earned the money on one appointment but lost out on all subsequent ones.

Freepo · 28/09/2023 15:10

Generally I agree it’s fine to charge 100% within 24 hours, but if you’ve been a monthly customer for years then it seems like in balance they could have spoken about reducing to 50% in these circumstances. That would seem to show some appreciation of the hundreds (if not thousands) or pounds you’ve loyally given their business.

Original poster
Prettybutdumb · 28/09/2023 15:12

As I said I completely understand, but is it wise to completely lose a customer like that? Isn’t it better to allow your loyal customers one single ‘strike’ and keep them on? I would more than happily pay the fee if it happened more than once.

No walk-ins, the salon is booking only.

OP posts:
Butchyrestingface · 28/09/2023 15:13

My beauty salon's T&Cs make it clear at the point that if you cancel within 24 hours of the booking, you be paying 50% of the fee.

I worked as a freelancer in an industry with a similar policy for many years, so it doesn't bother me.

It seems your service provider charges the full 100%, which they're entitled to. If you don't agree with those T&Cs, obviously look for another nail bar. It may be you find they all enforce some kind of cancellation fee, even if not 100%.

Hummingbird89 · 28/09/2023 15:13

How long before the appointment did you message? It it was at 9 for a 9.30 appointment that’s last min, however if it was a few hours away they probably could have a filled the slot. I’m wondering if they saw your message? I probably would have called instead of messaging tbh. Seems harsh-a deposit is one thing, the full amount is a piss take:

Nicknacky · 28/09/2023 15:16

But if they give a one “strike” option that could be every single day they lose money. You won’t be the only person that week that cancelled last minute.

I think I’ve cancelled on my nail girl once and despite going there for years I fully expected to pay her as my problem wasn’t her problem. Her mortgage company don’t care why I didn’t turn up.

JMSA · 28/09/2023 15:17

I think it's very poor on their part. I'm guessing it's an automated thing, but even still ...

Marblessolveeverything · 28/09/2023 15:19

If they don't have walk in's how would they recoup the income. Your booking blocked another person.

I am sorry but it would be a foolish business that allowed each loyal customer a strike e.g. 300 regulars x £40 typical cost to put on a full set of nails - c. £12,000 revenue lost. I don't know of any business that can take that hit if their service is in demand.

Original poster
Prettybutdumb · 28/09/2023 15:20

Hummingbird89 · 28/09/2023 15:13

How long before the appointment did you message? It it was at 9 for a 9.30 appointment that’s last min, however if it was a few hours away they probably could have a filled the slot. I’m wondering if they saw your message? I probably would have called instead of messaging tbh. Seems harsh-a deposit is one thing, the full amount is a piss take:

It was unfortunately closed when I tried to cancel so I used their message system instead. I’m not sure when my message was seen, but I know they would’ve struggled to fill in the space.

OP posts:
ilovesooty · 28/09/2023 15:21

the full amount is a piss take

I don't see why. They'd be losing money otherwise.

I charge my clients a minimum of 24 hours in advance by bank transfer. That's non refundable. I can't fill their slots at short notice and I've got overheads to meet. I've very occasionally allowed long standing, reliable clients to reschedule but generally those are the terms I operate.

Concannon88 · 28/09/2023 15:24

Unfortunately your childcare issue is not their problem. I presume you registered your card with them when booking the appointment so knew what that was for? If everyone missed their appointments without adequate notice and they didnt charge then the business wouldnt survive. I'd be more miffed at my bad luck than the business who have acted correctly.

ManateeFair · 28/09/2023 15:24

It's totally reasonable to charge for a no-show. They've lost money and they should be able to recoup it. Pretty sure most of the people who just can't be bothered or forget to go also claim they had a tummy bug or a family emergency or something too.

I've only ever missed one hairdressing appointment in a decade and I was still more than happy to pay them the no-show fee, and I grovelled like crazy as well because I know the no-show fee was less than the cost of the appointment and my hairdresser wouldn't have got a walk-in at that notice.

ilovesooty · 28/09/2023 15:24

And it's only ever happened once, but if I have to cancel within 24 hours, the client gets a refund and their next session free of charge.

Sehenswürdigkeiten · 28/09/2023 15:24

I get that it's annoying, but the other option for them is to be out of pocket whenever this sort of thing happens (which is perhaps more often than you might think). Cancellation/no show policy/fee should be in the T and C when you book, if not then ask/check, so both of you know where you stand. I hope your child is better soon.

Original poster
Prettybutdumb · 28/09/2023 15:26

Freepo · 28/09/2023 15:10

Generally I agree it’s fine to charge 100% within 24 hours, but if you’ve been a monthly customer for years then it seems like in balance they could have spoken about reducing to 50% in these circumstances. That would seem to show some appreciation of the hundreds (if not thousands) or pounds you’ve loyally given their business.

It was over £100 charged from my account, I do spend a lot there and this is why I was surprised it wasn’t at least halved. No extensions or anything, it’s just an expensive place.

OP posts:
Hankunamatata · 28/09/2023 15:29

Have you rang and spoke to them?

Lightningrain · 28/09/2023 15:29

I can see your point but if they were lenient with everybody that’s a regular they’d lose so much money.

I imagine it must have been a fairly frequent occurrence to get last minute cancellations to introduce such a policy in the first place.

Loads of people will be poorly/have poorly kids/forget/decide they can’t be arsed to go and a lot of people won’t even feel bad about cancelling or not turning up.

I think it would have been polite for them to get back in touch and explain that they would have to charge full price but I don’t think the policy itself is unfair.

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