Late to nails appointment

[Cherry346]

• Had a nails appt today with my usual manicurist (of around 4 years). I was running very slightly late (a few minutes) as I'd been held up at my child's nativity. I messaged and said "really sorry I'm going to be slightly late, on my way now" (husband dropping me off). Manicurist replied saying "if you're more than 5 mins late you can't have your appointment". I replied and said I'm just round the corner but I understand if you need to cut the appt short so you're not late for the next client. I ran in, 5-6 mins late, profusely apologised, but all the staff were giving me daggers. Manicurist then lectured me about how busy she is and how she couldn't get behind. I again apologised and said I totally understand and that she could cut the appt short if my allotted time (1hr 15) expired and I'd just accept however far she'd got with my nails (to be honest it usually only takes an hour anyway). I spent the next hour getting the full on silent treatment and monosyllabic answers every time I asked about Xmas plans etc (we usually have a good chat and catch up). She also spent time during my appt sending personal WhatsApps and voice notes, as if trying to make some kind of point. I left feeling really awful and actually quite badly treated. I've never previously been late to an appt and have given the manicurist free professional advice in the past relating to issues she was having with the salon. I don't expect special treatment but surely this was an overreaction? To be clear, I fully understand that people arriving late to appts can be very frustrating for businesses but we were talking a matter of minutes and I'd said I would be happy for the appt to be cut short if the time ran out. I don't feel like I want to return but also feel I need to explain why I'm going to go elsewhere given I'm a longstanding client (average spend £80pm). AIBU?

It's not ideal that you were late, but their reaction seems disproportionate, I'd go elsewhere.

So rude and unprofessional! I wouldn't be going back to her.

She was awful. I'd leave a negative review and not go back.

I definitely wouldn’t be going back. Can’t stand childish behaviour - especially if I have to pay for it. You rang ahead and apologised and while being late isn’t ideal these things happen. With the rising competition in nail salons these days she should be glad of your business. Vote with your feet.

You cared enough to comment 🤦‍♂️🙄🤣

What an unnecessary reply. Why didn't you just scroll on?

I wouldn’t be going back, how rude & unprofessional.

I stopped going to my usual person who I had been with for 5+ every 3 weeks. She stopped making an effort - no suggestions, always basic, didn’t ask questions. I saw it as I was an easy £40 (increased to £47 on my last visit). I sometimes feel that loyalty isn’t recognised.

Regular customer who is never usually late, phoned ahead, only 5 mins, apologised and suggested cutting short appointment, there should have been no need for that unpleasant response.

If a customer is regularly late/unreliable then my answer would be different though still no need to be rude and huffy for a whole hour!

She might have had a bad day but it's unprofessional to take it out on others. For all she knew you might have had a bad day and I'm sure she wouldn't have liked you aiming that attitude at her.

Yes beauty therapists are busy this time of year. I had a ten minute delay to my recent nail appointment as she had squeezed in an extra person earlier. Fine by me, we all have to make a living. I didn't sit huffing about it, I just sat on my arse and waited.

She sounds like a bully. However when she said she couldn't see you i would have taken her at her word and left the shop and never gone back. No point trying to persuade someone to do something they don't want to do.

Exact same thing happened to me, time frame, scenario etc. I’m a people pleaser though so apologised profusely and bought a gift as an apology. Maybe I’m a walkover over though but was really happy to find a good place to have my nails done and didn’t want to find somewhere else! 🙈

This happened to me - I was having a pedicure and manicure, we agreed together what she could and couldn't do in the time available. At the end she reduced what I paid but I insisted and we split the difference between that and the full fee. What is reasonable is her agreeing what she could do with you and charging you for the full time. I suggest you just forget about it and move on - I would not return to be treated like that but I wouldn't bother kicking up a fuss either.

You can get away with being a bit of an arse if you’re delivering a high demand service where people don’t have much choice and really just need something to be done. Nails do not really fit that model. It’s a discretionary treat and if clients don’t feel good they just won’t come back. She was ott and rude and you’d be quite justified in not going back.

Yes, but:
OP said it isn't habit
She notified she would be 5 mins late and was only 5 mins late
Appt slot is 75mins but only ever takes 60 mins
OP said she was willing to cut appt short to not go over allotted time
OP and manicurist get on really well

Unless OP is very high maintenance, ie a right PITA, and the situation is a one-off and exactly as OP described, then the manicurist overreacted. Everyone gets some grace. Service providers cannot be so rigid.

You did the right thing and kept her informed, you were only a few minutes late! Wow she was super rude and unprofessional. I would never book with her again.

Exactly this. 👆
@Cherry346 You've been a loyal customer for four years, never been late before, messaged them to let them know you were running late, were a maximum of six minutes late, apologised more than once and stated you were happy for your appointment to end at the scheduled time, and you still got this aggressive, immature treatment? Fuck 'em. They don't deserve you as a customer OP. Don't contact them again - no explanation needed - just go somewhere else in future and let them figure it out for themselves (assuming they even care of course 🙄).
BTW, when did people become so ungracious as to be incapable of accepting a sincere apology? As Jean-Paul Sartre wrote, "Hell is other people". Indeed!

Yet you cared enough to comment. 🙄

Moody mare, go somewhere your custom is appreciated

I wouldn't be going back there again if I were you

Are you the stroppy nail lady OP visited? Or are you just a stroppy MN'er?

Literally just go somewhere else? Why is this a difficult decision on which you need a consensus?

Don't be absurd. It was five minutes and OP messaged. OP, I would be finding a new salon.

Rough day? 🤔

Why post anything at all? Why have a chat forum? 🙄

Time for a coffee perhaps?

Huh? I clearly said to OP that she should vote with her feet. I’m not sure why you thought I was siding with the nail tech or feel the need to start explaining the obvious :/
I was suggesting to the OP that the woman’s rudeness wasn’t necessarily to be taken personally as it most likely wasn’t as a result of anything she had done (being late by 5 mins wouldn’t have impacted her working day in any drastic way).