Townhouse Arvostelua 1 617

Hayley was lovely and gave me the most gorgeous manicure!

Visited Townhouse in Putney after receiving a gift card from my son. Booked a £56 pedicure which is advertised as 55 mins long. It was 45 mins tops and felt rushed. The water is just water. No spa bubbles or anything to make it special. Quick cuticle removal and hard skin removal and then the gel polish. A quick moisturise and finished.
It did not feel luxurious or expensive. I have had multiple pedicure from shops not advertising them selves as high end brands that have been far better and cheaper.
I do not recommend Townhouse and I would not go back.
There is no customer service/ people you can speak to if you have a complaint. So you pay for something and if you are not happy with the service you receive….tough!!!!
Awful experience

Michaela worked magic on my feet! Will definitely be back! Thank you so much Michaela!

Kayla was wonderful. So knowledgeable and kind. Highly recommend this salon! Will be coming traveling back here from America for another appointment in July. 10/10

Shreya was amazing and attentitive to details.
Great service

I was really looking forward to this treatment which had been bought for me as a Gift card for my birthday. As a disabled customer I had to access the ground floor via escalators or lifts. Unfortunately the lift I usually use was out of order as was the escalator in the nearby store. This meant I had to exit the store and use the main escalator. So I was flustered when I arrived for my appointment. My very first customer interaction with TH was that Harley, a member of staff, said to me in a very aggressive way " you are eight minutes late so we won't be able to do your treatment". I was so upset as I was going on holiday to Spain the following day and had been really excited for this gel polish on my toes. My actual therapist then saved the day and said she was happy to do an express gel polish. The service from her was fabulous and professional but I would suggest to Townhouse that some retraining of Harley is called for. The customer is always right and to chastise a customer in front of staff and other clients is unacceptable.

Jaque was very friendly and did an amazing job on my nails :)

I had Isha and Penny and they were fantastic. Isha took her time and was very careful in a way I appreciated. This was a great nail experience and I will be coming back.

Really lovely treatment with helpful and knowledgeable team

Olena is excellent as always. She always has a smile and makes it such a pleasurable experience. Highly recommend her.

Dear Townhouse Team,

I am writing to formally raise a concern regarding my recent experience at your salon.

I had booked nail extensions and a pedicure simultaneously through your online system, and the booking was successfully confirmed. However, upon arrival, I was informed that there was insufficient time to carry out these services and that only an express manicure and gel removal could be offered. This indicates a clear flaw in the booking system, as clients should not be able to secure appointments that cannot realistically be fulfilled.

In addition, I was disappointed by the standard of customer service I received. A staff member, whom I understand to be Francesca, handled the situation in a dismissive and unprofessional manner. At one point, she turned her back on me while I was speaking, which I found inappropriate and discourteous.

For a brand positioned at a premium level, both the booking process and customer relations should reflect efficiency, clarity, and respect for clients’ time. I would strongly encourage you to review and improve what appears to be a somewhat complex and unreliable booking system, as well as reinforce staff training in customer service and guest relations.

I would appreciate:

* An explanation regarding the booking discrepancy
* A suitable gesture of goodwill in light of the inconvenience caused
* Reassurance that steps will be taken to improve both your booking system and customer experience

Fantastic nail appointment, fixed my broken nail, tailored my colour to a preferred option and was really friendly and checked everything was ok throughout.

Terrible experience today at Townhouse. I had a gel removal and express manicure booked, and everything was fine until the application of the top coat. The top coat (Performance Polish) caused bubbles. They tried a different bottle of top coat, but the same issue arose. I therefore asked for the polish to be removed as I didn't want nails with bubbles on. Due to the issues, I asked for the express manicure to be removed. They offered to re-book, but as the issue is with the quality of the top coat, I didn't want to re-book as we had already tried a number of different top coat bottles. However, Townhouse advised that payment had to be made and all refunds needed to be made via emailing their customer services. After speaking with them further, they said they would close the invoice. However, payment was still taken, and even though I contacted their customer service, they refuse to provide a refund. I've raised a complaint as I should not be required to pay for a service that was unsatisfactory. Townhouse is the only company where, if there are issues, you are still required to make payment. I would recommend avoiding using this company as they are unethical. 

Jina was amazing and so polite. She left my nails looking fabulous

Had a lovely manicure and pedicure with Sharde! Thank you so much! Lovely to chat to and very professional.

I had the amazing Amelia look after me and my toe nails and I had the best luxury pedicure, I would highly recommend her!

This has gone from bad to worse. I found that townhouse gel did not last very long (see other reviews). They suggested I tried BIAB. This destroyed my nails and looked awful - peeling within 9-10 days. They redid it. The same thing happened. They provided me with a ‘points refund’ to use another time. I booked this appointment to have it redone and it was cancelled due to staff sickness. What kind of high end service has their staff booked at such capacity that they have NO slots or gaps in the diary to absorb cancelled appointments at any of their London salons?. This is not what one expects from an expensive service. They gave me £5 points for the inconvenience. Is this meant to be a joke? At a high end service you’d be expecting a lot more for this inconvenience, particularly as they haven’t helped to rebook - just directed to their terrible website where you have to click on each location to see availability. It’s supposed to be a high end service and the quality of the manicure/pedicure is dire, and the customer service is also dreadful. They’ve just opened to investors - you’d be mad to invest in this. Won’t be too long until all of these close in my opinion because the services are poor quality and the customer service is poor.

Update: it’s now been 5 hours of back and forth with their customer service via WhatsApp who don’t seem to have a clue what is going on or the ability to actually read. You learn most about a company when things go wrong. Avoid!

Lovely friendly and professional service from Leonie and Beth. I have always liked this light airy branch, and once again I found the service to be very good. Yes it is a bit more money than other places and what you might want in a pedicure treatment (eg moisturiser, foot scrub, nice sudsy water) cost extra. But instead you get a nice ambiance and service.

Very professional and skilled. Quick and perfect work. Esprita was great!