Last week I got a coupon from Douglas, a high standard perfumery, for a free professional nail advice and manicure by Herôme professionals. I could even keep the bottle of nail polish afterwards. Herôme is a high quality Dutch nail care and nail polish brand, so I was really looking forward to it. I went there in the afternoon, around 3.30 p.m., hoping that It wouldn’t be that crowded, but unfortunately there were a lot of people waiting for it already. I had to wait for almost one and a half hour before it was my turn. During that I was looking at the customers who already got their advice and manicure and I saw that they got full attention from the specially hired employees. They were allowed to try just about all of their products and all of their questions were answered.
Unfortunately my experience wasn’t positive at all. When it was finally my turn, one of the two employees said that she was going on a break so I had to wait even longer. After waiting for another ten minutes, a regular employee sat down and told me that she would help me. I would have rather been helped by one of the professionals but I had waited for so long that I just said down. She examined my nails and asked me why they were yellow. I told her that I use nail polish every day and that is why they are a little yellow. She was acting like my nails were really yellow, even though it really isn’t that bad. She then grabbed a nail buffer and furiously started buffing my nails for a long time. I actually had to stop her because I was afraid she was going to file off all of my nail! After that she quickly put on some basecoat and started painting my nails, which was even worse.
I know that one should leave a small gap between the cuticles and the nail polish, but she only painted about 80% of my nails! I’ve never seen anyone who had gaps like these on her nails and it just looked plain ugly and unprofessional. To me it looked like a child had painted my nails. She then tried to apply topcoat but didn’t load up the brush enough so she ended up dragging the brush over my nail polish.
On my ringfinger you can clearly see that she dragged the brush over the nail polish
Here you can see how uneven the outlining is and what a huge gap she left between my cuticle and the nail polish
I am really disappointed because I like the brand and I was looking forward to trying out their products. I removed the nail polish as soon as I got home. Fortunately, the nail polish itself is actually quite nice and I will swatch it soon.
After filing a complaint on their website, Douglas contacted me by phone to apologize for the inconvenience. The store manager from my local Douglas told me that she wanted to give me a present to apologize for the situation. I went to the store and they gave me 4 Herôme products: Nourishing Nail Oil, a Corrector pen, Caring Nail Polish Remover and 24 Hour Protection Hand Crème ( with a total worth of €38,92 ).
They were very kind and apologized even more. I have to say that I am very happy about the way they handled the situation: they gave me a very expensive set of products because I wasn’t happy about a free treatment!