Sorbet Group
Reviews and Complaints

I made an appointment last Friday at Sorbet Douglasdale for 4 people at 14.00pm for pedicures . We got there at 13.50pm only to be told that they were finishing off with their existing clients to which we waited in the seating area. My mum who had an earlier appointment at 13.00 was moved at 14.10 to the pedicure chairs. The 3 of us sat there waiting until 14.15 while other customers walked into the store and were helped immediately. I then went to reception at 14.20 to find out why we were waiting so long and yet other customers were being attended to. They didn't have the decency of telling us they were running late with 3 appointments until I asked and then asked if 1 of us can sit in a normal chair while they do the pedicure. I then declined as I said the reason for making 4 bookings was to have the treatment together in comfort. It was then 14.30 to which they said we needed to wait longer as they will be moving their other customers out of the pedicure chairs. I then cancelled the 3 appointments and left the store. It is extremely unprofessional of them to leave us waiting without any feedback or even trying to accommodate us even though the appointment was made long in advance. The lack of customer care and their attitude was pathetic.

Good day,

Therapist Memory was very poor. She treated me roughly during treatment, no greeting nothing, just rip off the wax and when I grimace in pain, she has the nerve to laugh! No apology, comfort nothing even if she has to pretend to care at least. It's like she wanted to get over & done with it so that she can go chat to the nail technicians who were waiting for their own clients. The worst part is she leaves the door open whilst I had to get ready to leave. I don't care if it is a eyebrow & upper lip wax afford me the privacy to adjust my hair, clothes etc. before leaving the room with dignity. All the people both therapists & customers are standing outside the door so they can clearly see me, how rude & unprofessional. On my next visit I went for underarm wax treatment & I must stand & wait there for my 1 pm appointment whilst she is standing outside talking on the cell phone. I told the receptionist about it & imagine I had to go outside and call her to say I her client is waiting for her, like seriously. I have been going to the Sorbet over 10 years now, mine being the one in Cavendish & they don't behave like this, that whole canal walk are too laid back. Sadly I started working in September at Canal walk so I am forced to use this Sorbet and I don't like it. I love Molene though, the pedicure lady, she is great, perfect please give her the feedback. I want more than just a refund because I want compensation for the embarrassment & being treated like I paid R20. You know very well treatments are expensive, I can get same wax for R35 & super service from ladies that come to our homes but I choose Sorbet & I also buy all my products from you too like sea salt exfoliators to Helio sunscreen face products the works so I am your top customer - very disappointed really.

Thank you

Jennifer Solomon

Hi.
I got a treatment done at Sorbet Camps Bay on Friday, February 8th.
I was getting a fill done. The lady helping me kept changing my treatment. I am appalled by the outcome of my nails.
They aren't even, aren't the same shape or size. Really amateur work done. One can actually tell where my fill starts and ends.

I paid +-R470 . My nails aren't R470 worth.

On Saturday 02/02/19 my friend had booked us a quickie mani.

The appointment was for 9:00am, we were 20mins late i thought the appointment was for 9:30. On arrival we were told with a very snotty attitude "do you know you are very late!" When i explained it was due to me thinking it was 9:30 an that i come from over the mountain, i was then told. "we did send you an sms!" I would not have received this as it wasnt booked by me.

I understand that be late can cause problems for the all the other appointments but that attitude was not necessary. When i sat down to have my nails done i asked the technician, have i delayed you with your other appointments, she happily said no not at all my next appointment is only at 10:00am. At this point as i even more angered as my being late did not affect anything.

When we at the counter again to pay, we received yet again a snotty attitude by a different staff member. No smile, No thanks, No nothing.

If that is the attitude you receive at the first point of entry at your store, myself and im sure a lot of others will not be returning to that specific store.

Sorbet town square makes my appointments and almost always cancels or tries to rechdule them like I have nothing else to do but sit on my [censored] and wait for them to feel like servicing me! My appointments have been moved or canceled time and time again and life is busy we plan and there is just so many times you can understand. They obviously have a scheduling issue but customer service is not important to them and when deciding to complain online I read so many more complaints of the same nature why on earth does headoffixe allow one branch to have such pathetic service? We spend a lot of money at sorbet to receive [censored] service?

Good day

I am very disappointed in the service received from Sorbet on the 25 January 2019.

I called Sorbet in Bayside to set up an "emergency" gel soak off and re-application at around 5pm for an appointment. I was told that they are fully booked (which is understandable), I arranged for the lady to accommodate me should there be any cancellations on that day.

The lady called me back to slot me in for a 6pm. I arrived at 06h02, a lady called Rebecca was assisting me, she seemed to have trouble soaking off my rubber base (previously done elsewhere) and notified me that she might be able to do gel coating as time was running out, at 18h45pm she spoke to another lady at reception to try and accommodate my gel application, which the lady replied that they cannot apply the gel in 15 minutes because they close at 7pm- to avoid problems, She then added that I should just pay for the soak off and that was that.

I am so appalled by this and did not argue and proceeded to the front desk to settle the bill for the soak off. I cannot tell you how disappointed I was because as
I mentioned I had to do my nails that evening. There were other alternative Nail bars that were available but I chose Sorbet because it was closest to my place. I would have gladly went to another nail bar had I known this was the kind of service one is given. Totally acceptable!

If they could not commit to the full task, why did they agree to the appointment? Surely this is unethical to say the least especially given that they charged me R90 just for the soak off! Customer service is clearly not a priority.

After making booking via phone, and on arrival at the frontdesk, the receptionist was unsure that I had booked both a mani and pedi. Everyone seemed unsure. I got seated and the therapists started their work at which point I told them to focus on my cuticles especially my feet. Both did not do this and my treatments were mostly unsatisfactory. The manager/owner loomed over me and my friend as she wanted us to go so that new clients can be seated. This was all terribly unprofessional. We had to rush out and were not able to wait for our nails to dry. My nail varnish is now damaged and my cuticles are no different to when I came in.

Good Day
I trust that you're well.
My name is Skye
I am currently living in cape-town South Africa.

I just want to inform you that I'm very unhappy with the service I received just now at your store in promenade. It's not the first time I go to your store and the other few times I received excellent service.

I recently died my hair. And it is quite damaged but ever since I've been going to your store I've been seeing a huge difference and I thought I'd continue to do my hair at sorbet. The girl was very nice she took her time and she advised me to do many treatments which I was planning to do.

Today I was placed with a different lady.. firstly my hair was very oily and it was not washed and conditioned properly. The blow out was terrible. My ends looked a mess and she flat ironed the dry ends which made it look even more dry. I was told that I should cut my hair.. where as the previous girl told me I can treat my hair. I've never walked out of a hair dresser looking so disgusting. The other times my hair was damaged worse but the girl took her time to make me feel and look decent. Even the people in the mall commented and told me how can they do your hair so bad they supposed to be so advanced. I am sorry extremely disappointed with the service I received today and I will make it known that sorbet is not as wonderful as it looks. And it's not cheap at all

My hair is oily on top and extremely dry at the bottom. It won't even blow in the wind
And I have an interview tomorrow
Thankyou sorbet

Adding to that my appointment was at 3pm. She was rushing my hair and finished just before 4 as she had another booking at 4:30. I wasn't even out of the store yet and she made her way to the basin asking her colleague to quickly rince her hair and blow it before her next appointment.

I can't get it over my heart I spent money on my hair looking like this and received such ugly service from your staff because they more worried about doing their own hair.

I've been there a few times before and the lady that did my hair would not let me leave until she was satisfied with her work. I expected the same treatment and service at all times

This is unacceptable. I'm so disgusted

Regards
Skye

Sent from Apple

I recently bought my mother a sorbet voucher to go and be pampered. She is 70 years old and could do with some TLC. When she arrived for her appointment at Table Bay Mall, they sat her down to wait for her beautician. 20 minutes later no one had come to help her or even let her know they were running late. She walked out from total frustration. 30 minutes after she left she was called by Sorbet to find out where she was.

We then made an appointment at Canal Walk as we thought they may be better. When she arrived they had recorded the wrong time but managed to eventually make a plan to help her. She had explained she was there for an eyebrow tint and would not like a dark tint as her hair is grey. The woman applied the colour and left. My mother had to call someone as the colour was burning her. When the woman returned the colour was almost black, along with her skin being red and inflamed.

We have come to realise that Sorbet is the fast food version of what it once was. The staff sit around yakking and screeching across the rooms to each other and I wonder if there are qualifications behind their technicians.

y girlfriend and family have been going to Sobert Mall of the South (One with the Dry Bar) for the longest time ever, I decided to join on the 24th of Dec 2018, To my surprise, the person taking the calls did not book the correct treatment and did not even inform us to who was having what treatment and when. Understanding that the was the first time this had happened, We returned on Sunday the 6th of Jan 2019, Having being told our appointments have been made from 11 am, they told me that they would start my treatment at half 11, so I went to do some shopping, having arrived at 10:45 am. At 11:30 am, I returned and sat in the chair to receive my treatment, I waited for over and hour with no one informing me about what time they would start. At this time, I was very upset and went to speak to the manager to find out what was going on, and to my surprise yet again, she had attitude with me. I then left the shop. My girlfriend paid for her half done treatment, and called the owner, she than just told us to put everything in writing. If this is the level of service received. I will not be visiting another Sobert. I cannot justify spend so much of money and not even receiving my service. This is unacceptable SA!...

On 14 December I bought a R260 voucher for my daughter-in-law from Sorbet at The Glen, Jhb South. This morning (31 December) I called Sorbet at Eastgate and made an appointment for her for 15h30. Fortunately, at 11h30, I decided to confirm the appointment only to discover that no such booking had been recorded, but I was promised that it would be checked out and I would receive a call back. The receptionist didn't stick to her word, so I called again at 12h20 and spoke to a different woman who confirmed there was no such booking but we could come at 15h30 after all, which we accepted. Logically, one would think that, when I originally called to check on the booking, all they could have said, there and then, that there wasn't one at 15h30, but would we like to take one at the same time?
Then, when they had finished my daughter-in-law's treatment, she produced the voucher only to be told that there was no money on it, despite the fact that I had a receipt for it. So, she had to pay for the treatment herself which was not the plan, since it was a gift. Thankfully she able to settle the bill, but, on top of that, she was advised to follow up the matter with The Glen branch. She duly drove all the way there (to the other side of town) only to be told that the voucher was actually valid, with an amount of R260. When it appeared that there was a problem with the voucher, the manager should have been called to deal with the matter, instead of sending her away to follow it up herself.
I am absolutely shocked at the pathetic service she received and the only apology she was given was from the staff at The Glen. What was meant to be a birthday treat ended up becoming a fiasco. Aside from having to pay for it herself she was sent all the way to The Glen, only to discover that the staff at Eastgate were wrong after all. In addition, no attempt was made at all to rectify the matter or offer an alternate solution. I would have expected this at least, considering that they were at fault. The fact that she was made to pay out of her own pocket, left me very embarrassed, and all this is due to the absolute incompetence of the staff.
This is a good perfect example of ineptitude, shoddy attitude and apathy, and is therefore totally unprofessional and unacceptable. This experience has left me bitterly disappointed and angry. I will not allow it to happen again, since neither I nor my friends will visit Sorbet in future.
I am attaching a receipt for the voucher.
Audrey Roodt

Good day

On Friday, 28 December 2018, I had a booking to get my eyebrows threaded and tinted. The next morning, my eyelids/brows were swollen and puffy - what I thought was slightly normal. However, today is the 30th of December and there are scabs from the "treatment" left on my eyelids/eyebrows.

I have attached images of my scabs, as well as the Tax Invoice, for your reference.

Please note, I went to the Constantia Village Branch to make them aware of what the after effects were. The reason I brought it to their attention was:

1. This is not my first treatment with them - and this has not happened on any other occasion,
2. I am prone to Keliod scarring, and I am always alert to any scars I get, as I may develop Keliod Scars because I am so prone to scarring.

The staff apologized numerous times and offered a complimentary treatment once it has healed.

I find this very unsettling, was the staff member who did my brows not properly trained? The staff member today said that Nikita (who did my brows) went "too hard". This should definitely not happen. Please advise?

I look forward to your response.

Regards,
Kirstie Joemat

I bought 2 barrel brushes within 2 months and both broke. They both broke off at the handle. There are 2 screws that keep the head to the handle and both the screws broke off... After the first one broke, I thought maybe it was a dud, I will just get a new one. But the 2nd one didn't last either and this is unacceptable. Its not a cheap thing to buy and if you do, you expect it to last. I don't even have thick or very curly hair and I only blow dry twice a week, so no misuse or over use. I bought a different brand now. No more sorbet brushes for me. But what are you going to do about it?

Hi I would just like to report on my unpleasant experience at Sorbet Mall of Africa.

I had an appointment for my brows, underarms and Hollywood (underarms and Hollywood being my first time)

I was running late for my appointment, I called 20 min before to let them know that I was running late. Upon arrival, the ladies were cold. The lady who was going to be doing my wax then confirms my appointment and just walks off (doesn't say I should follow her, no introduction, greeting -none of that)

I follow her and she's not pleasant in the room as well. I even asked her if she's upset about something. I wasn't made comfortable throughout my appointment, my questions were answered with one word answers. She was just cold.

Didn't enjoy that appointment at all, after that I don't know if I'd go back

Yesterday I went to Cresta Sorbet to have a pedicure done. Worst service ever. I always visited Sorbet in Durban however this was the worst experience. Not friendly at all. The lady that attended to me was very snobbish. I had asked for a buff and paint including glitter paint as well but no one informed that it was going to be R10 more than the original price. After the lady informed me that she was done, I told her that I was not happy with the one toe due to how the glitter was painted on. Both my feet looked different and did not show the same design. Also the paint was not neatly done as it split on my skin as well and was not cleaned up afterwards. When I informed the lady that I was unhappy, she replied with there is nothing I can do as the glitter is already hard and she also lied to my face that while I am in the shower the glitter paint will come off. I kept quiet as I did not want to make a scene however I am very upset and belittled by the person who helped me. I will never go back there and this has a very bad effect on the Sorbet brand. I have been in customer service for over 4 years and that is not how you treat paying customers. You could just see how lazy and sloppy they were.

On the 17th of November at 9am I had an appointment at Sorbet Drybar in Greenstone mall. My treatment at Sorbet included a Botox hair treatment, gelish French on my toes and Biosculpture Gel French with nail art on my hands. When I explained to the lady that I wanted to do nail art with the French on my nails she was not too sure if she would be able to do it, then I requested her to put shimmer on my nails and she did not know what I was talking about. I wanted to ask for another nail technician to do my nails but thought I will give her the opportunity to do my nails, she ended up cutting my skin at the top of my nail, which was bleeding for some time and then the Gel was not evenly applied. I did not get my nail art as she was not able to do it. This was my 2nd appointment with Sorbet and I really enjoyed my first treatment but I am very disappointed with my 2nd treatment. I spend over R1500.00 and felt that the price I paid for my nails was a waste of Money and I now need to redo them. It looks like a student was practising on my nails. I did not complain immediately, but after a few people had a look at my nails they said that they would not have paid for this. Your feedback on the above will really be appreciated. Regards Vicky [protected]

I have been going to Sorbet Epsom Downs to do gelish nails. The nail technicians as they call themselves have been filing down my nails and now I have no nail left. The nails got infected, brittle and damaged and they look awful and are painful. I have never had a problem with my nails.
I have incurred costs, going to a GP to get meds.
The worst part is I have been telling the technician that my nails do not feel and look right but they continue to file and then they applied poly gel which is like concrete and glu. On the last visit the the nail started bleeding from inside whilst they were filing. I addressed it with the manager but all she had to say " it's not that bad, you are going to be fine" I am shocked at the level of service and unprofessionalism, lack of technique from individuals who are there/portray the image of making woman look and feel beautiful. The worst experience ever and no remorse or assistance from Sorbet.
Very disgusted and unhappy about this. I do not know how my nails are going to heal.

Yesterday my daughter who's 11 years old had a Sorbabies Pedicure done at Glenvista Mall and according to the price she falls under 12years but I was charged for the Under 19 Sorbabes treatment. I really don't understand why I was charged R210 coz the menu says Sorbabies Pedicure is R85. I'm really unhappy about this and definitely won't be going back to the store.

I was shocked todqy when i was surprised that waterless treatments has been stopped in Cape Town, the comment from the staff at Glengarry was that the water in Cape Town is mow fine.
Please note Cape Town is at a level 5 water restruction level.
I asked if i could get a waterless treatment even if the moistoirusung socks is not used. This was refused by the therapist.
Please urgently adhere to water conditions

I made a nail appointment for Sunday 28 October 2018 at 8:45 at Sorbet Town Square.

On Saturday, Tumi called to move the appointment earlier to 8:00 am. I received the usual sms confirmation - confirming the 28th at 8:00 am.

I arrived for my appointment at 7;55 am.

The store was closed and locked up. I tried calling and no answer.

At 8:25 I approached the cleaner / assistant who was unlocking - couldn't help me at all. Then I left.

Disgusting service!