Medicine Hat Media

“My Experience at Regal Nails”

This is a review of the Walmart-based salon Regal Nails that I stumbled upon during one of my frequent Facebook explorations written by Darcey Swennumson:

On Saturday, March 5, at approximately 5:00pm, I went to Regal Nails to have my eyebrows waxed.  It was my first time using any type of service in this salon.

The technician who waxed my brows completely disregarded my instructions on how I wanted my brows waxed.  Partway through the waxing, I confirmed my instructions, and at that point she still disregarded them.

During the waxing, she also dropped a glob of hot wax on the inner corner of my eye.  She tried for a moment to remove the wax, then simply advised me, “It will come off in the shower.”  For the record, it didn’t.  I still have wax on my eyelashes, and both the lid and undereye area are raw and slightly swollen.

When the waxing was complete, and I went to the counter to pay, their debit machine was not working.  They advised me to use the ATM machine located within Walmart.  I pointed out that that machine charges a fee on top of my bank’s fee to withdraw money, but they did not care.

I then went to use the ATM to withdraw money, and noticed an “Out of Order” sign on it.  When I returned to the salon and advised them of this, they asked me to make a purchase in Walmart and take out extra money at the till to pay for my waxing.

I found all of this to be extremely disappointing, not to mention a big inconvenience and very unprofessional.  However, I did as requested and then returned with cash in hand.

At that point I asked to speak with the manager of the salon.  I explained that it was my first visit, and would be my last.  He asked why, so I started to explain my reasons, based on the above.

He interrupted me partway through, and demanded payment for the eyebrow waxing, going so far as to reach for the money in my hand.

At that point I advised him that I would be telling everyone I know about my experience that day, and his response was, “There are 65000 people in Medicine Hat.  Go ahead.”  He then collected payment for the brow waxing, and I left.  During this encounter, the technician who waxed my brows was standing beside the manager, smirking and trying not to laugh.

I can honestly say that this is the worst treatment I have ever received at any place, at any time.  I would hate for anyone else to go through anything like this, so I’m trying to let everyone know not to use this place for any type of service!

I’m not gonna lie, either — his invitation for me to “go ahead” and tell everyone about what happened makes me determined to get the word out to as many people as I can, so go ahead and pass this on to everyone you know.

User Comments

23 Responses to ““My Experience at Regal Nails””

  1. March 8th, 2011 at 1:03 PM

    Vaughn says:

    I was going to make a pun, but I thought it would be too lowbrow of me.

  2. March 8th, 2011 at 7:01 PM

    Cheryl N says:

    Wow, talk about POOR SERVICE, both the manager & the person who performed the awful service should be ashamed of the way they treated the customer..They should have apologized for the terrible service and the wax in the eye and never charged the customer. In fact they should have offered the customer a eyebrow waxing for free the next time the customer wanted it done.

    SHAME ON Regal Nails Salon (in Walmart)Medicine Hat

  3. March 8th, 2011 at 9:05 PM

    Gerald says:

    Medicine Hat is a great community. The community should NOT allow something like this to happen. This is exactly the type of bad customer service that encourages people to go elsewhere for what they need, instead of spending their money at home.

    Shame on the manager for being part of the problem.

    Get the word out to everyone about this bad business that we have in our great city.

  4. March 9th, 2011 at 1:02 AM

    Andrew says:

    It is important to spread the word about this bad service episode, especially since the manager said to go ahead. I have reposted Darcey Swennumson’s note on my blog:

  5. March 9th, 2011 at 7:09 PM

    Agee says:

    We have heard about this all the way in Drumheller. After this, I don’t think I’d go to any Regal Nails Salon at all. It’s all over Facebook now. Shame on these people for being so rude and who think they can get away with it!

  6. March 10th, 2011 at 1:34 PM

    Dusty Melling says:

    After reading that I hope nobody goes there and they close. On THAT note, if I had to go to a salon (which I wouldn’t) I would definitely go somewhere a little more personalized and locally owned to support our community (just shopping at Wal-Mart is bad enough).

    It’s definitely no fun to go through that but I almost want to say “that’s what you get for going there”, of course they wouldn’t do good quality work or treat customers with any level of respect.

  7. March 11th, 2011 at 2:26 PM

    June says:

    Even though bad customer service is not called for, I am sure there are lots of people in the Middle east and Japan who wished this was the worst part of their day, let alone their year.
    I’m sorry, but I cannot feel sympathy for anyone who goes for a complete unnecessary, and excessive ‘beauty’ treatment, at a WALMART of all places.

  8. March 14th, 2011 at 1:38 PM

    don says:

    I went so far as to call them and let them know I will never be using their services. More people should do the same so they know they did not get away with treating someone so poorly!

  9. March 25th, 2011 at 9:51 AM

    N says:

    I LOVE, LOVE, LOVE Regal nails..!!!
    I have had my eyebrows, legs, armpits waxed & a pedicure… I have NEVER had a problem!
    I have been going there for MONTHS!!
    The staff is great! We chat and joke..
    and once when I brought my kids, they even gave them snacks!!

    IF this really happened it was a RARE occurrence… GET OVER IT!! DO NOT RETURN!
    But dragging their name through the mud and causing them stress is NOT FAIR!!

    You want them closed… and what about people like me who LOVE it there? Why do I have to be punished?

    Go back.. ask for your measly $8 back and let it go already!!!

  10. March 25th, 2011 at 10:09 AM

    Taylor says:

    N, I am very glad that you have been fortunate enough to have a series of wonderful experiences at Regal Nails. However, as anyone who has worked in customer service knows the staff could not have handled this situation more poorly.

    I am uninclined to believe that this was an isolated incident when the few staff members she dealt with were so rude and inconsiderate. Conduct like that does not just disappear. In absolutely no circumstances is it appropriate to get wax in a customer’s eye and still expect them to pay for the services rendered. Not to mention their complete disregard for her requests. Furthermore, the fact that this customer had to actually buy something in Walmart (after a series of other payment mishaps) just to pay for such a horrible experience is unacceptable. Finally, the manager practically invited her to drag their name through the mud, so how could we resist the opportunity to teach an arrogant manager a lesson?

    The intent of this post is not to punish you personally, believe it or not, but to spread the word of completely unacceptable conduct of a few salon workers. N, I am sure you could find another salon in the highly unlikely event that Regal Nail closes.

  11. March 25th, 2011 at 12:05 PM

    N says:

    TY for your response!
    The thing is, i went to regal this week for 4 treatments (waxing & pedicure).. I mentioned this situation to them and they are SICK about it!!
    They are good people! She had a bad experience, I do not deny that…BUT it was an $8 service and they said all she had to do was ask…

    I also had been there when the interac was down as was the bank machine.. It didn’t even phase me to buy a gift card at customer service and get cash back!

    There are places everywhere with bad service .. and yes.. bring it to light.. but OMG.. this is craziness… the whole city is in on this… These are good people, with families.. this is their livelihood.. this nonsense can destroy lives!

  12. March 25th, 2011 at 12:47 PM

    Taylor says:

    This is hardly a criticism on whether or not the employees of Regal Nails are bad people. I am sure all of them are wonderful.

    I am aware of the common theory that you are, in fact, the manager of Regal Nails posting anonymously, and regardless of whether or not this is true you seem to be on good terms with the staff. If the manager is willing please ask him to send Medicine Hat Media an emailed apology or general explanation of the situation. Our intention is not to be biased in this. If he has something to say, by all means we will share his side of the story.

    The point is not the $8 the customer spent, the point is that she wasn’t treated in a way she felt was acceptable. We are not trying to ruin the lives of anyone. It is not difficult to provide decent customer service, and the fact that their business is suffering in any way must mean that their foundations were weak to begin with.

    I want to be explicitly clear in this: customer service is NOT nonsense. It is the lifeblood of all businesses and if a suitable standard cannot be maintained then the business deserves to suffer. If you bothered to read any of the other posts on this site (including one posted earlier today) you would notice that we do commentate on bad service for a variety of businesses. In fact, we also frequently give great reviews of the restaurants and businesses we have the pleasure of visiting. It is not excessive, one post usually and the comments of our readers only. We have absolutely no control over how much attention individual posts get. The fact that this has become such an enormous issue is not the result of us blowing it out of proportion, but the result of the interest of Medicine Hat as a community in the quality of the businesses in the city. As they say, this is nothing personal, it’s just business.

  13. March 25th, 2011 at 1:34 PM

    Chettar says:

    100% agreed. I don’t understand why so many companies around here think they can just treat people like crap and get away with it. They have no problem with telling you off. They must not have any knowledge of the internet.

  14. March 25th, 2011 at 2:40 PM

    Vaughn says:

    I would love to run the post/article of a statement from the Manager/staff of Regal Nails… As others have mentioned, if business owners would embrace the internet and respond professionally to complaints and other public relation matters, this wouldn’t be “overblown”.

    There’s no bias on Medicine Hat Media regarding allowing/disallowing posts. N, if you are truly a third-party, or even if you are a first-party, I would gladly run your article on this site.

  15. March 25th, 2011 at 2:45 PM

    Dusty Melling says:

    N, “BUT it was an $8 service and they said all she had to do was ask… ”

    Ask for what? She asked for specific things (that she was paying for) that were ignored. Even the manager was there and useless, so ask for what??

    If the business really cared, I’m sure they could send her a measly $16 gift card, and apologize. This would show that the business cares about its professionalism and service, the public would then have a greater respect for them.

  16. August 6th, 2011 at 10:42 AM

    Jill says:

    I’ve gone to Regal many times and the service is hit and miss. Always had success with pedis, but not so much with nails… They’ve lifted and/or cracked many times and despite complaining have never received a refund or discount. In relation to the “out of order” debit machine, that is done intentionally. The machine actually works, but the manager saves money ny having us go take out cash. This problem has been reported to Walmart mgmt many times, but bc they are not under Walmart nothing can be done. It’s easier for the manager to say “out of order” than I’m too cheap to pay for debit. It is an inconvenience and I’ve seen more than one person leave frustrated because of it.

  17. August 8th, 2011 at 10:33 AM

    Daphne says:

    Just went in to get my nails done at Regal Nails. The last two times I’ve been there, my nails have lifted and this last time they cracked. I asked the manager about a discount and he said “Discount? DISCOUNT?!” And then laughed at me!! He then told me to go have a seat! This is the LAST time I go there. The majority of the staff is friendly, but the arrogance of the manager has just lost himself another client… I’ve HAD it! Anyone have other salon suggestions?

  18. August 31st, 2011 at 7:32 AM

    C says:

    You should actually comment on the regal nails official website. The one you went is a franchise and if they want to keep the name, that salon must conform to the standards of Regal Nails. They should know about that if its not done…if they care

  19. January 14th, 2012 at 11:18 PM

    A says:

    Just like anywhere else, some places would provide better services than others. For example, not every Hospitals or health clinics would give the best costumer health care services all the time, but I am sure they give their best as possible.

    Yes, you may have went to a place and time where they have given you a poor and an unprofessional costumer service. I dearly apologize on their behalf for your experience you had encounter with ONE of the Regal Nails Salon. Yet, everyone has their up and down days, I am certain that you went on a bad day.

    For future references, any costumers who encounter the same experience, please contact directly to the main industry of Regal Nails situated on their website and indicate the address information of that Regal Nail Salon along with your name and contact. They will quickly respond to your needs professionally.


  20. February 4th, 2012 at 9:20 AM

    Nicole says:

    I, also, had a bad experience with them. I went to have a manicure freshened up, was charged for gel nails and found them to be very unsanitary.

    When I asked where he got his training, he replied that he had none. No doubt, did not surprise me.

    He would not take my credit card. ANY business that deals in CASH ONLY is shady, as far as I am concerned. In my opinion, these people should be audited.

    If it is a franchise, why are they not investigated????

  21. May 13th, 2013 at 9:07 AM

    Darcey Swennumson says:

    To the owner of this blog: I respectfully ask that you delete this blog entry. With regard to my experience at Regal Nails in March of 2011, please do not share it or reference it in any way. I have no idea what the current situation at the salon is as I have never returned, but as far as I am concerned my incident is in the past and there is no need to bring it up again. Thank you.

  22. July 5th, 2014 at 11:14 AM

    Cindy says:

    Went to regal nails because I am a Wal-Mart employee and it was convenient….unfortunately I got gel nails! About two weeks later I had to get a medical procedure done so I went back to get them removed. Long story short removal left my nails machine filed down through the nail into the nail bed. I left bloody, in pain with ragged nails. I called their head office because it was the manager/franchisee who destroyed my nails. They contacted him he said to them for me to come in and talk about it. He laughed in my face when I asked for my money back. Horrible way to treat a customer.

  23. March 4th, 2015 at 9:50 PM

    Sean says:

    Regal nails has messed with my daughter twice now. She is 17, I strongly suggest considering an alternative.

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