Nail Palace
Reviews and Complaints

My husband & I visited your outlet at Bugis+ on 23 August 2020.

The discussion with the nail technicians was to engage them for a casual manicure and pedicure session ($70+ each) for both me and my husband and removing ingrown toenails ($15 per nail). As I have about 5-6 affected toenail, I expected the final bill to come to < $300.

The nightmare started when they engage us in a friendly conversation and push us into getting an individual treatment done. They added some solution to manage my pain to remove my ingrown toenails affected and they informed me that the final bill had come to $700. There was no price transparency, everything that they offered is by a calculator with "special for you" or "today's promotion" rate. When questioned on how their price our entire treatment, they evade the question and consistently changed the topic into buying their package for "cheaper price today".

We felt uncomfortable and wanted to leave as soon as they are done with the services agreed. However, every time we rejected their offers, they will stop what they are doing and continue to sell us the "package" and "special price" - delaying the completion of services.

During our time there, they also turned down 2 potential customers. We were alone in the shop with 4 nail technicians. If they could use 4 manpower to persuade me into buying their package from 8+pm to 10.30 pm, it is unfathomable why they would turn down the 2 potential customers at around 9 pm. I feel like it's the idea of the 4 Nail Technicians to pressure us into paying more and to buy their scam packages. We told them that we were in a rush to leave to fetch our infant. They disregarded our intention to leave. We were pressured and compelled to get the package offered. They were being very unethical, and money-driven.

We had highlighted and emphasized that we were uninterested to get the package numerous times, but the nail technicians insisted that we were agreeable to what was offered. We were gutted, uncomfortable and just wanted to leave as soon as possible.

The situation was hostile. Their official invoice dated 24/08/20 (incorrect date) listed the individual price breakdown for the services is not what was discussed.

The Visa terminal invoice is dated 23/08/20, 10:34 pm. Noting that their closing time is stated at 10 pm, they continue to push us into purchasing the package after closing hours. After the payment, they even insisted multiple times that I had to sign on their "No refund/exchange policy" when I am not agreeable and reluctant to do so.

We were in great distress since the ordeal had begun. We felt that we had no choice but had to follow suit in order to leave the shop.

This is my first time going for a pedicure session at Nail Palace that was suggested by my daughter. She recommended me to go as I am not able to bend down to cut my own toe nails as I just recovered from a severe back pain. I hesitate as I am a full time housewife and she is still studying but earn a little bit of money through working part time. She insist as she mentioned that they are having a promotion deal for $18.80 only. So we make an appointment and went to Nail Palace at Cck (Mrt) on 20 Aug 2020. She thought she might as well do together with me so she can accompany me at the same time. Upon reaching, and here it goes:
1) The staffs recommended doing both meni/pedi as it's more worth it ($38.80). And my daughter said okay.
2) They recommended to put in a kind of soap for the foot so that our feet will be smoother ($10 each) again my daughter said okay.
At this point of time I feel bad for my daughter as the cost already add up close to $100
3) In between while the staffs are doing their work, they kept talking and asking me about my family, (how many children I have, what my husband works as etc etc) which I'm not comfortable to share however at this point they knew that I am housewife
4) After that they told my daughter that her finger has fungus (which is yes) and insisted that she do treatment. She told them she doesn't want and they kept pestering her until she does not know what to answer. I stepped in the conversation and said that my daughter is not able to do now as she needs to go off for he part time teaching.
4) So the staffs turned to me and started to see my feet. They said my feet are full of dead skin, corn etc and sounds like it's the end of my foot. They said it's a one time treatment and corn will be removed and my feet will be smooth after the treatment. They gave a 20% discount. I said I do not want but they kept talking and pestering me until I cannot take it! Being a first timer and 'naive' I agreed to this treatment to keep their mouth shut! At this point of time I realised that I should not make my daughter pay for this. So I told her to go back first after she has done.
5) While my feet are being "treated" they kept asking me to get my daughter to come again to treat her finger which I said I will. (in my mind only God knows) They kept repeating this statement like 5 or 6 times which is very annoying.
6) After my feet treatment almost done, not one but 3 staffs surrounded me and make me buy the package to treat my corn! All of them are speaking at the same time, in maI ay and English language which is very very annoying! I told them you said a one time off is enough to treat the corn? Now they say different thing. They said oh looking at your feet, one time is not enough. Pestering me non stop to take up a package which cost almost $2K! I kept saying I don't want but the hard selling goes on until I felt like putting a white duck take across all their mouth to shut!
7) During payment still asked me again to take up the package! Oh my Goodness!

I left the shop ended paying $392+ for a normal pedicure (which initially cost $18.80 and its only cutting, shaping and shining - no coloring as I'm a Muslim) I felt cheated by their service and everything and I will not come back again.
Honestly the cost above can cover 2 to 3 months of my groceries.

Although my daughter wanted to pay me back for the costs that I have paid, I rejected. I appreciate her thought and concerns and knows that she just wants the best for me as I just recovered. She shouldn't be paying these unnecessary costs by hard selling and unprofessional staffs!

Honestly this fungal treatment is [censored] I paid $357 for a fungal treatment that applies a little bit of medicine and wrapped around aluminium foil. I studied pharmaceutical science and I know my anti-fungal medications and a simple medication won't even go up to $300 I can do it at home at less than $50. I came in for a simple pedicure they had so much of add ons and hard sell and I paid a ridiculous price for a damn nail treatment. I think this is just really annoying because they hard sell non stop to you and sometimes it's quite hard to even reject. I hope this blows up because nail palace really need to know that they are not supposed to be charging ridiculously high prices
The outlet I went to was Nex at Serangoon and my nail stylist was Jacqueline

Hi team. I visited your bugis outlet yesterday (4.8.2020) and I had an extremely unpleasant experience with your staff.

Here are some pointers that I would like to raise up

1) I wanted to fix a nail that was chipped off. Your staff then proceeded to ask me to do a classic treatment for my nails (mani and pedi) @ $38, which I felt like it was unnecessary because it was 1 nail and I was running late for my next appointment.

2) I emphasized that I was in a rush but she told me that it was a simple process and it will be completed within 30 minutes.

3) I then agreed to the 30 mins treatment, but just when I sat down, she started to pressurize me by selling me all sorts of package when I told her that I'm not interested. She started upselling me to do a session and commented that the dead skin on my foot cannot be removed without that so called "treatment" which cost $388. I once again emphasized that I am not interested.

4) I told her that I'm in a rush again because I was catching a movie at 9.30pm but she still insisted that I should do it or I can even do half a leg.
I was confused to her "half leg" suggestion, is this a common practice in your salon? To suggest clients to do it even when they do not have the time?

5) She then continued to sell me this additional $30 worth of treatment (?) for my classic pedi treatment which I gave in eventually because I just wanted to be over and done with this staff of yours. In all honesty, I did the treatment under duress.

6) I thought she would finally stop selling me the treatments and can start to do the classic mani to remove dead skin for me. But she did not stop here. She still kept asking me to buy a manicure package. And I told her that I was not interested as I do not buy any packages, it was a personal preference.
But your staff countered and asked me to buy for my friends instead. I was loss for words with how your salon is pushing for sales.

7) I told her again and again and again that I wasn't interested in whatever packages that she is trying to sell and she actually asked me to buy coupons/vouchers so my friends and family. I thought I made it clear that I was not interested and I was in a rush to catch a movie but she just ignored my words.

8) In the end, I paid $80 over for a treatment that is supposed to be $38.

This is totally unacceptable from a customer's point of view. I clearly emphasized that I was not interested in any packages and that I was rushing for time. I think it reflects very badly on your company to have your staff go through ridiculous means just to get sales and generate revenue for the company.

I visited the AMK Hub branch for the promotional offer of $38 for classic mani n pedi on 22 July 2020 at 5pm. I confirmed the price with the staff. She then asked whether I wanted to put a tablet of $10 in the water to soften my feet as they were dry. I said ok. I chatted with her as I did not want to sound unfriendly. Later I realised it was just their tactic to gather information about you so that they can hard sell you their products.
Before I went to Nail Palace I did not read any reviews or googled them online. I had never encountered such issues with other salons previously and boy was I in for a shock. It was my biggest mistake.
Two nail Technicians Vivian and Leven mentioned that I have fungal and corn on my feet and if left untreated will be very serious. They showed me photos of horrific nail problems and kept on talking to convince me. They talked non stop taking turns. I of course was shocked as so far the nail salons I have visited have never told me that. I came for a relaxing time as my feet were tired but I had to put up with this.
They quoted $388 for fungal and $288 for corn treatment. I was hesitant as the prices were very very high. I said I will think about it. They mentioned that I can use my credit card with sell zero free interest. They were not giving up and kept on pressuring me. They kept on looking at their manager and talking amongst themselves in Mandarin. They then mentioned that today promotion it will be reduced to $188. This became back and forth and each time I said I will think about it, they will show their displeasure. They kept on scribbling on pieces of paper - I should have asked for a price list.
I gave in and said I will do today one time only at the price of $571 which included classic mani and pedi, tablet, fungal treatment and corn treatment. I said ok I will do this one time and if satisfied I will come back again.
Then they started again saying that this price is when I signed up for a 6 month package meaning during the above 6 times. The total would be $3426. I said no I cannot afford.
Showing displeasure Vivian walked off and told Leven something in Mandarin. Leven continued taking to me saying that if not done the condition will get worse showing more before and after photos. I said I need to think and read about it. She then started taking about her family and I too shared about my family - showing my family photo. As I thought the matter was closed as I have said no. Little did I know that these were their sales tactics to put a customer at ease and then harass them again.
Vivian came back with a different proposition she said that her manager is willing to offer the package at a lower price at $488 x 6 = $2928. I said no. She kept on badgering me and mentioned that It is cheaper to take the package as I will be paying $571 today. I said no I will need to think about it.
She then said that she cannot give it the $571 price and it will cost $671 for one time today. I said ok as I had enough.
Leven started on the fungal treatment and started taking about her family in Kedah. I realised that nothing much was being done as she was just cleaning my nails and it does not seem like anything special was done. She then inspected my feet and said that I had corn at least 5 on one feet and two I think on another feet. She took photos to show me and talked about her customers who had similar problems.
After the fungal treatment - just seemed like cleaning my cuticles, before she mentioned that it was deep cleaning. I have visited other salons and know what deep cleaning is. She said that to take out the corns need to do crack heel treatment to soften feet in not no point doing the corn treatment. I said ok as I wanted it to be done fast to get out from there.
I keep on asking her if all the corns will be removed and she said yes. I believed her. Vivian then mentioned that since I find the package expensive - she will reduce to 5 sessions and it will be cheaper and I can pay by credit card. She scribbled on a piece of paper and took out her calculator. I just smiled and said I will think about it.
The heel treatment and corn treatment began. It was almost 7.20pm. My feet were wrapped up and they both left. Leven did one feet and I asked her to show me the corn but she did not. I don't think that any corns were removed.
Another girl Jocelyn came to do my manicure. A nice girl who did not hard sell anything to me. But I find that the manicure was very basic not like what I experienced in other salons.
Halfway through the manicure, Vivian came to do my other feet and to talk about that she understood my situation and to make it cheaper for me I just pay for a package of that just concentrated on my fungal issues and quoted me $1440. They mentioned in state of paying $671 for one session I just top up additional $769 for 5 sessions. I was hesitant but after much pressure as it was nearing 8pm I relented and they both left me alone after that. Vivian then came back and said to pay for two corn treatment at $776 and they will throw in another session free. I said no. At that time Leven has already gone home.

The manicure was done but the feet treatment was still on going. Jocelyn then gave me a feedback form to fill up - I filled up with good reviews as I did not want any backlash or other pressure from them. I filled it up And handed it back. She brought in the NETS Machine and I paid using my debit card. I was really unhappy but to get them off my backs I was forced into buying the package. I asked her for a breakdown and she mentioned it will be given to me. I was asked to make another appointment. I had no intention of coming back to this branch and just mentioned a random date 21 Aug at 6pm.
Another girl came by and mentioned that it will he worth to pay for the corn treatment at $776 and they will throw in another free session. I said no.
I was done. It was already 8.30pm and the staff was cleaning up.
At the front counter it was made to sign the feedback form and receipt and another form - I think it was a non refundable policy form. No copies were given to me except the invoice. I asked if I could go to another branch, they said yes I can.
Leven WhatsApp me photos of my before and after feet.
I even asked why the place was empty as I did not see any other customers. I left feeling cheated and cursed myself for wasting my money. I came back home and goggled and was shocked to see only bad reviews and CASE warning and even CNA article on errant beauty salons and Nail Palace is even one of them. I went to Facebook And bad reviews about them as well. I realised that I was cheated and customers who shared were in similar plight as me - even exact incidents that happen to them. Why isn't this place closed due to many complaints and bad reviews?
The next day I WhatsApp Leven And told her to send me the price list as I believe that I am over charged. Vivian then replied that to explain better I should come down and she will explain to me. Told her that I want to make a complaint and want a refund. She said that to make a complaint n refund I would need to come down. I told her is there any online form I can fill up as I know they are going to force and pressurised me again if I go down there.
I sent a lengthy email to their HQ on 23 July 2020.
I then WhatsApp the main WhatsApp line today 24 July 2020 And said that I would want to make a complaint and a refund. I gave the person my invoice number and date and time of visit. They replied that a office staff will call me. I waited and at 3.46 I called the HQ. A lady Ms Chong answered and I told her my complaint. She said that she has receive my email and will investigate and will get back to me. I told her I want a refund. I told her to look at the CCTV cameras. She mentioned that she will reply to me by email by Tuesday. I said ok.
I hope that it will be a warning to others not to patronise their branches and not to give in to their tactics. It was indeed a tortuous experience.
I went in to relax and come out with lots of stress.
I just want a refund back. I will also lodge a complaint with CASE. Hope that they will take action so that others will not have to go through what I went through. The money was for my son university fees that why I feel the heartbreak as I never expected this to happen.

Date: 15 July 2020

I called the NEX outlet to inform on my mum's demise in Mandarin (considering that this will be to their benefit of understanding), therefore seeking for a change of package (pedicure for my mum) into my manicure. Firstly, the staff who answered the phone did not listen carefully and asked why my mum does not want to continue with the package. I once again told her that she has passed away and is unable to continue with it.

They suggested for it to be converted into credit which I approve of. However, when asked in detail, I was told that I will be deducted off the "Ala Carte Pricing" for that 1 session that was used. The remainder will then be converted into cash for me instead. Their Store Manager called me back and repeated that this is company's policy.

Untactful, unethical and definitely a very disappointing nail palour (I refer only to this outlet because I have had wonderful encounters at AMK).

I have sought for their Head of Customer Service in the HQ to call me back. I hope that I can see some hope to that.

I went to the outlet in JP thinking that i can have a nice treat for myself instead i find myself forced to buy a package which cost me $2900 for 7 sessions! I seriously think that you guys should not hard sell to your customers and please respect your customer's decision on not buying your packages. It is rude to force your customers. One of your staff even requested me to pass my cc to her so that she can do the transactions for me. And me still not done with the treatment yet gave her the card with the thought of her wanting to help me settle while i finish. I was tired from work and i dont deserve all this. Yes your staffs are friendly but with an agenda. And they gave me some cosmetics saying it's complimentary but actually they already included in the bill.

After 15 years away and returned to homeland. I am utterly shocked with how service line are hard core selling at Nail Palace at AMK Hub.

I walked in and asked for manicure and pedicure, after I was sitter amongst the most uncomfortable seat, the manicurist came. At the first look she sarcastically commented how dry my hands and feet are. The pedicurist then suggested a tablet to soak my feet to moisture them at $10 a tablet. I don't remember my feet was being soaked enough to have the effect. Then she began and hardcore selling me a feet treatment of $388 (one time 15mins) she said and on and on. When I refused the treatment, she was unhappy and I could see she was just doing a wishy washy job. Following after another Vivian lady came and start to offer a reduction at $280 now for the same treatment. I refused again and she was upset and refused to file my feet. Wat a price difference with a discount but who one show me the official price list !

Back to the manicurist who did my hands, begin with no soaking my fingers before cuticles cleaning and again same complain is dry and etc, because I refused to pay for the "special [censored] baby feet" treatment and any extra - she behaves and roughly done my nails. When comes to vanishing my nails they insist for fast dry vanish at a costs of $6ish and I said no ... guess what I Saw unhappy faces and they couldn't even wait for nails to dry and send my out.

What's wrong with these service line here ! Is this a day light robbery ! I can't believe it ... never again Nail palace - very bad business etiquette. I have been around the world having manicure and pedicures but this one is the worst ever, uncomfortable seating, no classy ambience, and overcharging for everything

I have a pedicure package a few years back. I went there and was sold sole treatment package in Jan 2019.It was about 2400 for 8 sessions!
It took me 9 months to brave myself to go there again. Now they sold me package for legs and hands! Told them repeatedly no and they keep on hard sell!
Wish me good luck as I have 6 more sessions!
Please be warned

I want to raised up my disappointed, anger, feel cheated & stressful. All Malaysian including manager very hard sell & forced me signed package. In Feb19, came to do manicure & pedicure, both of them starting chit chat wt you & make more comfortable & relax when do services. They will told me that "your nails & toe very dry need to do treatments like scrub, wax, need put some their best sellers medicine to softener both nails & toes. They will asked me to try 1st time, see the results. So I think that no harm to try. And also asking the trial payment. They will provided original price, initially I accepted to pay to 1st trial. Who know after finished both nails & toes. They started will hard sell to me the sign the package, say that this package suits for your sensitive somemore this price for promotion price & worth it if sign up. I told me that I don't want sign up & I told me I will pay 1st trial only. But they faced turn & starting eye contact wt their manager. After that their talk to me & try to persuade me to sign & will get additional free service, so that I no choice & signed the package.
In May19, I think that I signed new package in 3 months ago shouldn't force me sign package, who know I feel cheated & very stressful . This round they say my foot skin. very dry & ask me try their best sellers mask & wax to smooth my foots skin. That day my foot really dry & no harm to try. I also ask trial payment & accepted to pay. They also told me that my toe got fungals need to put medicine to softener my toe & to clear fungals at my toe. I feel that both of them start eye contact & want me to sign the package again. Nearly to finish soon, they starting hard sell to me again and the package I affordable to sign up. They will prepare agreement/invoice indicates package without price to let me sign. I also ask & confirm wt them that this amount will be pay right? They don't answer my question. They requested me give them credit card for make payment, luckily my credit card can't accept the payment then they show me the actual price which I signed package. I really feel cheated & anger that I asked them again this amount will be pay, initially they don't answer & they told me that ‘just now my colleague which do pedicure told me & somemore explain two times. I say got meh, I knew that you showed me in paper only this amount who know the agreement/invoice showed that double price which agreed. I raise up my voice then thier manager try to explain to me & day that this is mother day promotion price & got 2 new outlets opening, so their boss agreed to provide this kind of promotion to loyalty customers. I don't have enough $$ to pay this package, I want to pay trial payment only but they don't want force me very hard & allow me to pay installments. This is not I not enough to pay but I really happy at the time, feel cheated & stressful, I complain them that every time go do manicure & pedicure, they will force to sign up package. Somemore they not really sincerely. I hope that you all be careful when sign nail package.

Had a terrible experience. Not one moment the woman shut-up her mouth. So much of hard selling. Kept trying to force me to sign up for the package. I chose a color and she decided it would not suit me. She asked me to choose another one. I still wanted the shade I chose but she decided to apply the one she thought would look good at me. When paying with the credit card, she was not ready to just pay for this session. She kept saying take the whole package. I just ran off after paying in fear she will follow me for the package. I am relieved I got my credit card back, I feared she would swipe for an amount to match the package.

Never seen such a salon. Horrible would be a mild adjective to describe the experience. Oh and the manicure... Well it has chipped on my second day itself. On the very first day I could see gaps on the sides and bottom.

I regret the day I went to do a simple mani pedi here. Ever since then every time I go they hard sell me to buy this or that package. It is really very stressful. They will not take no for an answer and will simply keep pressuring You until you buy something. Most recently I was faced with 6 Therapists at the same time all insisting to me that I must buy some nail fungal treatment even when I kept saying no they just kept talking to me throughout the whole time Of my session and just insisting I must buy the treatment despite my protests. I really feel very stressed but I have no choice but to continue going due to the numerous packages I have been pressurised into signing. I really hate this place.

I came to Nail Palace in order to make a manicure. The woman promised to finish in 30 minutes but actually it took about two hours. I missed meeting in the place I work because of this incident. The worst thing is that now I have this manicure, but have no money to pay for it as I am fired.