Zoe Curtis

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!)

Ordered a pair of prescription glasses on Monday, and they were with me by Wednesday - even the packaging was perfect. Pretavoir seem to have the largest collection of glasses of UK companies online, but the website is still very professional (despite their discounted prices!) and very easy to navigate. The customer service teams always replied to my emails within hours, too! Excellent service. Will be using them for every pair of glasses from now on.