Townhouse Reviews 1,489

Shirah at Gloucester Road branch is attentive, thoughtful and professional. I had a great time!

Thank so much to Krupalt! I had an amazing pedicure ❤️

Hi townhouse, I just had the treatment at your Leeds Victoria branch. I must say I am really not happy with the appointment. I was supposed to pay £56 but not only they have taken payment twice and service was appalling. I arrived before time, no niceties, rude service provided by your employees. One employee I don’t know her name she was clearly unhappy to do her job. She started trimming nails without soaking. I thought fine each one has different approaches, but then she doesn’t want to remove the debris from around and beneath the nails. Apparently they don’t do it! I have had appointments at this place in the past and no one has been rude or incompetent. Do you all realise you guys charge 2.5 time more than other places? I come expecting a decent or equivalent to what other regular nail salons provide, however your employees skill sets are below competency. Furthermore their attitude towards customers are extremely poor. I would like to raise a formal complaint for 1. Not doing their job, I had to request and clean it myself 2. They made me wait in the line warm water for more than 15 mins till another colleague came and took over and her attitude equally bad as one before and her name was ‘Maddy’ 3. They don’t instruct how long to wait before putting on shoes or boots, neither they have a fast drying machine to dry the polish. So in cold weather I had to come out and wait for it to touch dry. The products are old, so they don’t dry. Overall appalling service from your company. Have some integrity to deliver service when you charge exorbitantly.

I’ve been a regular client of Townhouse Kings Road for years, which is why it’s taken me a long time to speak up about this.

During a pedicure at this salon some time ago, a technician caused a serious injury to one of my toes. It bled heavily, I became dizzy, and another, more experienced member of staff had to step in to stop the bleeding. It clearly showed a lack of proper training for all technicians as their experience is incredibly inconsistent. I was shaken, but I chose not to make a complaint at the time and acted in good faith, not wanting the situation escalated or anyone penalised.

From that point on, I was extremely careful. I continued attending as a loyal customer, always booking with trusted, experienced technicians and clearly explaining what had happened. This was acknowledged by the salon, and I did everything reasonably possible to avoid any further issue.

Recently, during a routine appointment with a new technician who did not know my history, she asked for a second opinion and shared a photo internally. I explained the background and immediately provided proof on the day that the nail issue was injury-related, not fungal, with the injury having been caused during a Townhouse pedicure in the first place. The technician herself was apologetic and understanding. The technicians who knew me for years and were aware too felt terrible as well. However, customer service team was completely incompetent and unprofessional. Rather than addressing the fact that the injury originated during a Townhouse service and has had lasting impact, the focus shifted away from that entirely. The situation was escalated internally, the service was stopped. I still had to pay for it partially.

Mistakes can happen and I acted in good faith. But the way this was handled later, with the original issue never properly addressed, left me feeling let down by a place I had trusted for years.

I’m sharing this so others are aware not just that injuries can happen, but of how responsibility is handled when they do.

The salons are lovely, the manicures and pedicures are usually very good, but sadly the customer service leaves a lot to be desired for a salon that is meant to be luxury/high end (with prices to match).
Last year, Townhouse cancelled my wedding nail appointment with a couple of weeks to go, despite the fact I had booked it 3 months in advance. They didn't call me or anything to let me know, simply sent me an email saying my booking had been cancelled (with no explanation and no offer to rebook), and when I asked why, I got multiple different reasons (staff absence in one email, private event booked in another). I re-booked my wedding nail appointment at another Townhouse branch, which again, got cancelled, again via email (no phone call) and this time at very late notice, despite the fact this was the re-arranged wedding nail appointment. It was incredibly stressful trying to fit a new appointment in at a different time in the already very busy week leading up to the wedding.
As a gesture of goodwill, Townhouse offered to put credit on my account, which was very kind (although it didn't necessarily alleviate the stress at the time, and the credit was not actually applied to my account by the time I went to my wedding nail appointment - third time lucky).
I realised this January, 6 months later, the credit still hadn't been applied to my account, so I had to chase for it to be done, which it was. Again not a great sign.
Finally, I emailed on 7 January this year about an error message appearing on my account whenever I try to book an appointment. Despite emails back and forth with the customer service team for the last month, this still has not been resolved a month later, and I am constantly having to send chasers.
All in all - the salon is great and the nail technicians are fab. However, the amount of admin involved in simply trying to book a nail appointment far outweighs those benefits for me, sadly (not least given it is one of the most expensive salons in London and so you would expect the customer service to be on par with the price!)

Very lovely service

I had an amazing nail artist who was very sweet and chatty !! Amazing nails and helped me pick out my colour, ended up being exactly what I wanted and they came out so beautiful

Had a signature pedicure with Mansi. Absolutely loved the experience, very clean and precise, she was professional and so lovely. Thank you!

Always a great experience at Townhouse, Courtney was amazing!

Everything was great - fantastic manicure and Maddy was so lovely! Highly recommend.

Courtney was very considerate and clearly knows and loves her craft. She continuously asked about pressure etc to make sure I was comfortable. She also explained how and why of nail care which was appreciated. She’s kind and I would book her again.

My husband and I had a great pedicure from Sreya and Alana. Thank you.

Very relaxing. Best pedicure!

I have had 2 appointments changed/cancelled at short notice in as many days at the Bank and Liverpool Street branches. The worst part is it’s left to the customer to navigate multiple channels (text - which doesn’t take replies, website and WhatsApp and an email address which doesn’t receive responses) to try to cancel an appointment if you can’t make the randomly allocated new time. And then you can’t reschedule on the same day anyway because it’s against policy. So you’re left to try to contact someone to get your appointment cancelled so you’re not charged. No attempt to rebook you at another salon or even compensate you for your time. Maybe there are people out there that are willing to provide a company’s customer support service on their own time and dime. But I’m not one of them! After my experience- no apology and I was actually told no alternative route to make a complaint.

Sorry Townhouse, I had a terrible experience at the Wimbledon salon. The therapist was removing the gels and was very quick/rough filing the varnish off and managed to file my cuticle and skin on my finger causing it to bleed. It then happened again on my thumb. She wasnt really that bothered or apologetic and it took another customer to suggest that maybe she should not file but use the machine instead. I sat there thinking maybe the manager will come over or she may even tell her but no, she was keener to try and get me to purchase an extra instead. I felt embarrassed and annoyed so couldn’t bring myself to say anything there in front of other customers. I messaged customer service via WhatsApp afterwards and they were helpful. Although initially they wanted to offer me a voucher refund on my account, I declined and said I would prefer a refund and I am pleased to say they offered me a refund. Shame, not sure I will go back.

Sabah was amazing!! She was so nice and had great customer care! Can't wait to come back

Have used these guys for a little while, the nail techs are v nice (Harvey Cribbs is v good), some are much better than others and there is no guarantee you will get the same person twice even if you book them, I've had my nails done for many years and always had techs that have made sure my nails are booked in every three weeks for an infill, this is a very different system, you book online, it's very hard to get an appointment even with weeks of notice, I've just had my appointment cancelled with a days notice because of an emergency, I totally understand that can happen but I haven't been rebooked with anyone, just an email telling me to rebook online, the nearest appointment is well over a week away, I won't be using again, the customer service is so lacking and impersonal.

Dreadful unresponsive customer service. My appointment was rescheduled face to face in Wimbledon as I was unable to do online. Customer service are sending reminders for the old appointment that had to be rebooked and no notification of the new one booked. Therapists in Wimbledon are great but when there is an issue, the what’s app chat/contact is non existent. They’re a real letdown with admin. If they try and charge me for the rescheduling because they can’t manage their admin I’ll be furious.

Great service! Really kind people