Sorbet Group
Reviews and Complaints

I had made a booking at Sorbet Broadacres a week ago for Mothers day. It was the only time they could a commodate 6 of us. They called me in the week to say there wasn't enough space for the 2 kids. I said they can site on chairs and not to worry. I didn't check my messages yesterday and today when we arrived they said our appointment was for 12pm. No apology I just got "I should have checked my message yesterday". Yesterday they would not have been able to move it. I will NEVER book with Sorbet ever again and thanks for ruining Mothers day for 4 mothers.

I visited Sorbet less than a week ago. I am one of the regular customers & go there often since service and quality is usually good. The gelish was applied so thickly, that my nails look as if it is not being tend to. One of my nails already chipped (less than a week from treatment)! When you pay R320 (soak-off and gelish), what you get should be reflective of this price. I was also upset with the service within the store, as the two girls who were sitting at reception, was swearing so loudly during the time my treatment was happening. This is my one time out in two weeks - and it was NOT fun. I left the store feeling totally down - not my usual experience.

Good day,

I am sad to say that I am unsatisfied with the service and product I received.

I had my nails done on the 21st of April 2018 and in a weeks time the nails discolored, chiped on the edges and the tips they applied broke away from the product. I am also upset that the person who did my nails rushed it leaving my nail unneat and lumpy.

After paying R560, I expected a much better job.

Kind regards,
Tabita

I usually use Revlon foundation and powder if used Revlon for many years but started noticing their product wasn't covering like it used to.

I saw the sorbet ad on tv and I loved that there on hand consultant to help match the color etc to your skin.

It looked so good I decided instead of wasting time on Revlon let me switch to sorbet.

I go to tygervalley mall in cape town.and a Muslim lady assisted I don't remember her name.

She couldn't match my skin and it took awhile for her to.do so. I'm the end i bought butter scotch.

I specifically asked her if it will be good on my oily skin and she said it was actually made for any skin and it will look matte.

Next day I tried the foundation and it looked like i applied Vaseline as a base and then added foundation.

My skin looked so.dark so oily that my whole overall look appeared dirty. I was very upset.

I thought let me try it again to be fair. So the next day same thing happened.

I'm a single mum and buying makeup is a carefully thought out budgeted act so this makes me very angry.

I would have appreciated if the lady helping was more honest. If she didn't know something tell me and let me decide rather than lie and mislead me.

It was the sorbet counter at clicks.

Maybe it's a great product but word of mouth is a powerful tool. If someone will ask me i don't have anything good to say at this point.

I don't want to deal with that store again. And I'm open to any solutions you can offer me.

I was with Revlon for almost 18yrs so I'm a loyal customer of the product is right. I was hoping sorbet was a better choice...

Regards lee

Made an appointment for 12:30pm and receptionist took down the appointment time incorrectly. Arrived at sorbet on time for my appointment to find out that I was booked in for 9am that morning.
This is completely unacceptable as I have arranged my day around this booking. Staff were not very helpful either!
Highly disappointed as I have been a sorbet client for years now and expected a lot more from the group!

Regards Jemma

25/03/2018 - Honeydew Village branch

Email dated 26/03/2018 [protected]@sorbet.co.za (I updated a bit of text to make my complaint more descriptive as requested)
To the Store Manager,
I was there yesterday 25/03/2018 for my nails and a quickie buff and paint.
I have attached photos of my complaints.☹️
1) I'm a diabetic and although Mphumi didn't mean to but when working with the steel very pointy object (don't know what it is called) but on my pinky as attached in the photo below it made me bleed. So it obviously pierced through the side skin of my nail bed on the side. My pinky is extremely sore in the spot where it pierced my skin and it is red around the nail bed, I can't even dry my finger it is so sensitive. 😢Another point is I hope that the pointy thing was sterilized first before using it on my finger. If infection happens I will then have a bigger complaint then the one mentioned in this mail.

2) As I was there for well over 2 hours (my appointment was @ 10:00 and I got home at about 13:30) with a husband at home waiting for lunch I never really noticed but the left hand's nail art lines are way too thick. Compared to the right hand which was done better almost perfectly. It is a bit of an eye sore as it isn't very nice on the left hand to see these thick lines.

3) Something I didn't see also which is not done very nicely is the top coat of Bio sculpture. On most fingers it isn't evenly done. Bio sculpture don't use a hard gel as a top coat they use another gel and then put Evo top coat over which makes it look professionally finished off.

: (Then your prices are exorbitantly high. For Bio sculpture and a "quickie" my bill was R615.00. At Bio sculpture on the West Rand they charge for soak off, overlay and nail art on 2 nails R295. You guys are R430 for the same treatment? And their nail staff are much better and make sure art is perfect and top coat etc are even and finished off perfectly.

I would appreciate a refund. As I don't want to put myself through getting hurt and soaking off this overlay and art. As it is more thicker than what Bio sculpture does. 2 x layers of hard gel, then 2 x layers of the colours, then another 2 layers of hard gel and another layer which I am not sure what it was that was used as a top coat. But that isn't even. It is streaky. Doesn't feel nice with bumps in places. I can't unfortunately capture that on a photo.

I am attaching photos as well as a photo of the bill.

Thanking you kindly,

I went to sorbet greenstone on saturday, firstly the lady working on my nails was late, she was very rough on my fingernails, made my fingernails bleed, then she laughs and makes a joke of my fingernails, which is extremely unprofessional, the job was poor, glue hanging out on the side of my nails, her name is salom,

I will not go to sorbet again, absolutely unhappy with the quality of the product + the service plus I will not refer sorbet to any lady

I've been going to Sorbet in Sunninghill and receiving great service. My complaint isn't about the staff but rather about the treatment of the staff. While chatting with the person who was doing my nails during a recent appointment there was a conversation about the use of language by the staff members. According to two staff members, they told me that they are not allowed to speak their African languages amongst each other if there isn't a black (assumed to be African language-speaking) customer in the store. They said that this is the standard policy of all the Sorbet's around the country. I find this ludicrous in a country which has a constitution which recognises 11 official languages in this country. Please could you tell me what the language policy is in your stores, particularly pertaining to the black staff members: is there a rule that prohibits them from speaking their African language if there are no black customers in the shop? I don't want to mention the names of the staff as I do not want their jobs to be jeopardised. They also said that speaking an African language could mean a warning and if they persist they could be dismissed.

Hi
To whom it may concern

I recently went a for a wax at one of your branches, but I still have this rash on my back its not the the first time that this rash appears when I wax by your company.

I've waxed at other companies and I have had better results regarding no rashes or ingrown hairs. I paid R700 for a back chest and tummy wax. I'm really disappointed in your company and about the type of products you are using.

Other companies use modern day wax where as your company is using the old type or brand of wax.

Like I said I'm disappointed. R700 is alot of money for the type of wax your company uses, "it's extremely [censor]". Just to remind you I went for the wax on the 1st of March 2018 and it is the 19th of March 2018 and still no recovery of the rash leaving.

Regards
Jody

I often use to go to the Cavendish Sobert branch and never ever had problems before but since the store moved and new staff I have been disgusted with the level of service, firstly when you walk in one do not feel welcome at all there are so many ladies on shift but not one of them would acknowledge you or even smile/greet they all have so much attitude its actually unbelievable... one actually has to force them to acknowledge your presence. Previously i just use to ignore the service level as i found it really convenient to use the branch due to where my office is situated but i think my visits to the Cavendish branch is over after all I am a client and expect great client service. On Saturday i booked an appointment for myself and a friend... we called them to say we running late due to unforeseen traffic, when we got to the store they mentioned that they were unable to do full pedi's (due to the next booking) and that they can do quicky pedi 's which we have then agreed upon since we were running late... but then to find that their next client was only 20min after our actually appointment time so which means they could have actually done our full pedi's but because of the attitude they decided they weren't going to give us the benefit since we ran late... yes i know we ran late but i also do recall twice being on time when the actual nail technician wasn't even aware i was ready so i only really got seen to after waiting 15 minutes after my appointment time yet i let it go. To make things worst we got offered water which was poured into dirty glasses lol imagine dust particles in your water at a spa lol just gross! never again ! My alternative branch is Canal Walk and i have to admit i have never ever had a bad experience / customer service.

Walked into a pavilion branch in Durban under 2 weeks ago, excited about my first gel application friends and family bragged to me about Sorbet now money Is NOT the issue I walked in with my sister and now both of our nails hac cracked and the sorbet gel has started peeling off? I'm not sure if this is the quality I should be receieving as a first time customer?! I will attach pictures if need be . I am highly dissapoinfted as I wanted to try out Sorbets acrylic tips and a pedicure as my birthday is this month however I'm no sure if I will be able to reccomed sorbet to anyone after this incident. Regards Chevonne.

I visit your Sorbet Man Salon in Mall of Africa +- 4 times a month and have never had any complaints. That was untill this past Thursday.

I visited the salon to get some Highlights done which they quoted me R310 as it was only a small piece.

When I was finished not only did they charge me R455 instead of the R310 quoted but my highlights are light yellow and not grey as we discussed.

I went for a pedicure at sorbet parktown north. The therapist was great however I did not enjoy my treatment as I kept looking at the sealing thinking it might fall in me. The sealing is literally almost on the floor ripped. I asked my therapist if she could rather put me in the room as I wasn't sure when it would crumble and fall. That place needs a revamp asap. It's a hazard to guests and therapists. The owner doesn't seem to be bothered

Horrific Management at Sorbet Sunningdale

I had my arms waxed @ Sorbet Suningdale at La Lucia. After the treatment I left with hives as my skin went red. This morning i work up with Blue marks on the inside of my arms. I phoned in this morning at midday and spoke Zaida and I had asked her if it's normal to which she responded saying she will speak to Renay and the therapist. Zaida called me back to inform me that to me having sensitive skin that's why I went Blue on the in part of my arm. I was mortified hearing this as sensitive skin will not turn blue if it was not injured. Today I had guess over that actually brought the marks to my attention as I was still sore from yesterday! I requested Renay to call me back to which she didn't an I called requesting to speak to her when she eventually came on the line she told me waxing doesn't cause bruises and when I left there I was happy. What is the insinuation Renay? My skin was and is still sore an yes I didn't notice however my guest did! You didn't even have the courtesy to even call me back and when you do you tell how busy you were today, I'm sorry if my Bruises as result of your treatment is minor problem, however I am your customer! Completely dissatisfied customer! After years of dealing with the Sorbet group I utterly appalled with the management of this matter!
Please contact me for the pictures

I went to sorbet galleria to remove gelish and nail polish on my toes. I arrived 45 min before their closing time and I was rudely told by sibo that she could only remove my gelish and not the nail polish on my toes as she was rushing to get home. Mentioned that she stays in umlazi and I wont pay for her should anything happen on her way home. She continued to say that I could remove the polish myself at home as it was an easy job (shocking!). I asked if sorbet charges for nail polish removal because she was acting like its done for free. She said its a minor thing they dont even charge for it. I went out of sorbet not recieving the service I wanted. Im highly disgusted by the poor service I recieved. Never setting foot there again!

I would like to bring the following to your attention. I have no problem with your service or product, but I have developed the following problem because of your product.
I've been using Sorbet for more than 2 years.
Last month I went for my 3 week follow up (acrylic with gel). Late that afternoon my fingertips began to itch, turned red and it was very sore and swollen. I left it there and used cortisone cream that helped a lot and after four days the itchiness was much better. I thought they used new products. With my next visit, recently. I told the lady about my incident. Apparently, you haven't change any of your products. She was also uncertain about what happened. But, if it happens again (that day), I must let her know. Well, it happened again with exactly the same reaction as previously. I phoned her as per her request, but there was no proposal or solution from her side. I still have no idea what caused it and why just suddenly after 2 years. Attached are some pictures. Hopefully I'll get a better answer from you.

To somebody at Sorbet that actually gives a hoot.

I am a regular customer of Sorbet Waterstone and it is so sad to see your business turning into yet another sausage factory churning franchise where filling time slots is the only goal, sloppy service is the new standard and "I don't give a hoot" is the general attitude that one can expect.

Today, on 29 January I booked in for a pedi at Sorbet Waterstone. (Understand that I am a mom of 2 and the only treat I get is to come for a pedi once every few months.) I was on time, but I was made to wait 10 mins as the person serving me (Vimbuso) was busy with another client. When Vimbiso came to get me no apology was given for being late - I had to ask for an apology which already wasn't a great start. I soon understood why she had run over time with the earlier client as she worked extremely slowly. I asked for a French paint with gelish, and she had made the lines on my big toes noticeably uneven. She explained that the only way to fix it was to make the thinner line thicker, and I told her to leave it as I didn't want the thinner line to be thicker, and I didn't have time for her to soak off and redo the one toe nail.

She ignored my request and started soaking off the one toe nail. Perhaps she didn't hear me, but I remember saying it quite clearly. It was frustrating. And irritating. And all hopes of enjoying my once a quarter me-time of relaxation were now shattered. With already a late start and having to redo the paint, all I could think about was how late I was going to be for my next appointment. Vimbiso was polite, but not particularly friendly, and I don't feel that she made any effort at all to regain a positive connection with me after we got off to a bad start.

What I want to know is, are you okay with this? Do you think it's me that's being ridiculous? Or is the customer experience that you expect to deliver the same as I originally thought- where customers feel cared for and pampered and where Sorbet Is a sanctuary that they hope to return to as often as they can? If that's the case - then this was not my experience at all on 29 January 2018. And id like to know what you would like to do about it. Because I'm not sure I can risk coming back for yet another bad experience, when I only get to do one nice thing for myself every 4 months.

I feel that for what I had done was not worth the money I had to pay a power hour pedi with gelish extra was R460, a strub and cream with little massage which a 5 year old could do better, then i had my nails done tips with acrylic and gelish colour well my skin was so cut and bleed from the nail file, it was like being in a torture chamber all this for R940 ...NEVER AGAIN!

I am a regular at Sorbet Broadacres. i have my nails done every 3 weeks and my feet every 6 weeks with a deluxe pedi.

I have been very happy with the service up until this point, they're always very friendly and I have been happy with the nail technicians.

During my last visit (25 November) we booked my next appointment (gelish soak off and fresh overlay) for 9 December 2017 at 10am. I found out later that I would be out of town on the 9th so I called Sorbet Broadacres on 8 Dec at 15h23 to asked them to reschedule my appointment to 16 December at 10am. They did so. I then realised that I forgot to include that I need my feet done as well, including a pedi. I then called Sorbet Broadacres on 13 December to ask them to add the pedi to my appointment.

The receptionist was then quite confused and informed that she couldn't find my rescheduled appointment. She also said they wouldn't be able to help me at all.

I am just really disappointed by the lack of loyalty to regular customers and the fact that they didn't even try to accommodate me. They apologised but that means nothing, as a regular customer they should've tried harder. I mean not rescheduling my nail appointment in the first place was just ridiculous.

I now will never use Sorbet Broadacres again, despite the fact that I've been going there for a few years. In fact how I feel now, I don't even want to go to another Sorbet at all, if this is the way you get treated for being loyal to a brand.

I went to the Clearwater Mall sorbet branch for a pedi with my mother and 2 sisters and had a nail technician picking her teeth with her finger nails while giving my sister a pedi, when she was done she moved to the front of the store and continued to pick at her teeth infront if clients. That is extremely poor customer service and disgusting hygiene to show infront of a client you working on. When it came to paying the bill I expected to pay a set amount as said on your website and was charged a completely different, I feel this is false advertising and prices can't just be increased and changed as to what was stated!