Townhouse Reviews 

Avanisha did my pedicure and she was absolutely incredible. Especially the foot massage. Amazing will be coming back soon

Kateryna did a fabulous job as always

⭐ 1-star review

Extremely disappointing experience with nail extensions — repeated lifting and a very frustrating repair process

I’m writing this based on my personal experience with Townhouse. My name is Jennifer, and my booking/registered customer account should allow Townhouse to identify my appointment and full repair history.

I had long nail extensions done at Townhouse. Unfortunately, the extensions started coming off almost immediately:

* Day 1: 1 extension came off
* Day 3: a further 3 extensions came off
* I contacted Townhouse and went through a lengthy customer service process to arrange repairs.
* After the repair, another 3 extensions came off again.

I only have ten nails, so losing this many extensions in such a short period of time is, frankly, an extraordinary level of failure for a nail extension service.

What has been particularly frustrating is the amount of time and inconvenience I have had to spend dealing with this. I have already made multiple trips for repairs, and the repaired extensions then started coming off again. At some point, repeatedly repairing the same problem simply becomes another waste of the customer’s time.

I understand that Townhouse has a 7-day “Flawless Finish Guarantee”. However, the issue here is that the problems started within the first few days of the original service. Unfortunately, because the process continued beyond the seven-day period, I was eventually told that I would need to pay £15 per nail for further repairs.

I also questioned whether the extension system originally recommended to me was actually suitable for my natural nails. My nails were relatively short, and I have never experienced this level of repeated lifting or loss of extensions at other salons. I would have expected a professional technician to assess the suitability of the extension system before recommending it.

The salon itself is beautiful, and the products feel premium. However, a beautiful salon and high-end products cannot change the fact that, in my case, the extensions repeatedly failed.

What was also disappointing was the customer service experience. Rather than engaging meaningfully with the specific timeline and repair history, I repeatedly received what felt like standardised, almost AI-generated responses explaining that they could not offer a refund because I had accepted a repair. I understand that businesses have policies, but repeating the same policy does not really address the underlying issue.

I am sharing this review because I hope Townhouse will genuinely look at my appointment and repair history and use this experience as part of technician training and quality improvement. In particular, I hope technicians can better assess which extension system is appropriate for different natural nail types, so that other customers do not have to go through the same cycle of application → lifting → repair → lifting again.

This is simply my personal experience, but it has been an extremely disappointing one for a service I expected to be professional and durable.

Jennifer

Mercy and Insha were amazing. Our manicures are stunning. Had such a lovely time and the atmosphere was so relaxing - thank you both!

Michaela and Sahana did a wonderful job with my nails and were absolutely lovely. I would definitely recommend Townhouse to anyone!

Today I had a luxury gel pedicure with callous removal and arguably one of the best pedicures I’ve had with Avanisha. She was gentle, asked if pressure, temperature of water and if I had any tender points on my feet and toes. She had a hard job ahead of her since I’ve been on a beach holiday, so lots of hard and dry skin. But she’s made my feet look and feel human again. I recommend that if you can book a slot with her, you do so!

Neha’s so lovely and professional she did my nails soooooo pretty and I’m sooooo happy! Bless her 💕

First time customer at Townhouse Bank. Awesome experience! Insha and Priya made took care of me. Insha suggested colors which I like very much both polished on my pedicure and cat eye on my manicure. They both very patient with me. HAPPY Customer!

First time getting a pedicure. It’s an amazing experience!!! Priya is so sweet and considerate of all the things I want😊 she’s amazing! Customer service is great!

TERRIBLE TREATMENT + CUSTOMER SERVICE
The gel varnish was applied so thickly that it started to peel off after a few days . I had another appointment booked 14 days after the original appointment so thought I’d raise the issue then. I was told that as I hadn’t raised it in the first week it was my bad luck - despite my therapist saying the nails looked terrible and had. Learnt not been done properly .
“Customer service” was AI and was totally useless and slow and could not have cared less. All this for a manicure costing £73 ! A very bad service.

Went to book gel pedicure. Only one client. Apparently fully booked for 3 days so had to use a machine and I was booking a £77 pedicure for 3 days time as there was no other option. Too complicated! Stupid system. Where is proper CUSTOMER SERVICE. Doesn’t exist. Going back to my normal place. Don’t bother with a place who think we are all machines plus it was not fully booked

I love doing my nails at town house
They are professional and very clean
Danielle is best at doing my nails . I always do my nails with her because she is very professional and focuses a lot when she works.
Thank you Michaela for the best pedicure

Professional
On time
Clean and a completely comfortable experience
My appointment was with Megi and she was exceptional 😍

Usha was fantastic - very kind, professional, and meticulous. French polish looks fab and would definitely recommend

I had a very distressing experience in the Liverpool St branch where a nail artist repeatedly told me I “definitely” had cancer and was going to lose my fingernail (and maybe my thyroid!)
I left in floods of tears and then spent days chasing their customer service team for a response.
When I finally got one they refunded me my money with a generic apology email.
Given the distressing nature of this incident and the fact I had to repeatedly ask for a resolution (because they’re sooooo busy!) a refund is the minimum I expect.
Don’t bother going here. Some of the nail artists are excellent, but their customer service team do not seem to value their loyal, long term customers.

Excellent!

I had a great pedicure by Priya who was lovely!! Would definitely recommend!

The luxury manicure lasted less than an afternoon. I was told at the salon that I was able to return if there were any issues within 7 days as long as I alerted customer services. When I contacted customer services I went back and forth for 4 days. having to repeatably go over details and then finally only to be told that as this was regular polish they couldn't make any guarantees despite being told I could return by the technician at Kings Rd London branch. I won't be going back. It was very expensive and the customer service was very poor.

Juchi at Bank did an incredible job, detailed and flawless nails. Highly recommend ☺️