Townhouse Reviews 

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 ☺️

UPDATE:
Updating my 1 star to 3 as Monica from customer service reached out to me and was lovely. She was sincerely apologetic for the experience I had and offered a generous resolution / gesture of goodwill. Thank you Monica. Appreciate your help and effort to improve my experience.

ORIGINAL REVIEW:
As someone who has had their nails professionally done every three to four weeks for the past eight years, I can confidently say that Townhouse provided the worst nail and customer-service experience I have ever had.

I paid £100 for a BIAB manicure at Petit Townhouse Mayfair on 31 July. The in-store experience was pleasant enough - but frankly, at that price, it should be. The real test is the quality of the manicure and how a business responds when something goes wrong. Townhouse failed spectacularly on both counts.

Less than two weeks later, one of my nails began breaking halfway down the nail bed. I switched from Shellac to BIAB specifically because of its strength and have had BIAB applied elsewhere at least 15 times without ever experiencing this.

I initially wasn’t even asking for a complimentary repair. I simply wanted to book an appointment to have one nail fixed. There was no option to book a repair online, the phone line stated that customer service was unavailable by telephone, and the WhatsApp system repeatedly sent me back to the main menu. Even asking to speak to a human resulted in being redirected to the same automated menu.

With no other way to get help, I left my office in Fitzrovia and walked to the nearest Townhouse salon. A member of staff initially told me I could return at either 12:30pm or 1pm. However, after taking my details, she then said neither appointment was available and that I would have to come back another day. I asked whether she could check availability at another salon, as there was literally no way for me to book a repair myself. She told me to call customer service, even after I had explained that Townhouse does not offer customer service over the phone.

She then took my details again and promised to contact customer service on my behalf and come back to me with a solution. Nobody ever contacted me.

I eventually managed to reach someone through the “Leave Feedback” option on WhatsApp. I was told it would cost £15 to repair the nail. When I explained the premature breakage and the appalling experience I had already had trying to arrange the repair, there was no apology, no accountability and no meaningful attempt to help.

That was a week ago. Since then, two more nails have broken and completely ripped off - three broken nails from a £100 BIAB manicure in the space of three weeks. This is not the durability or quality anyone should expect from BIAB, let alone from a salon charging premium prices.

Townhouse appears to have invested heavily in creating a polished, luxurious in-store image while making itself virtually unreachable the moment a customer has a problem. Premium pricing means very little when the product is poor and the aftercare is practically nonexistent.

So, if you want to spend £100 on a weak BIAB manicure that breaks within weeks - and then waste your time navigating an endless automated system, visiting salons in person and chasing staff who never contact you - Townhouse is the perfect place.

I will not be returning.

Great pedicure experience as always at Townhouse. This time I had a Signature Polish Pedicure with Courtney at the Jubilee Place branch. Exceptional pedicure, aftercare instructions and all round lovely customer service.

Holly and Amy were amazing when me and my mum came today!! Our nails look gorgeous and we had such a nice time, thanks so much!!

I had a Really good experience with Liza. I chose the luxury pedicure and she was very professional and friendly.

I had a great pedicure with the lovely Anaita today in the Edgware Road branch, in fact it was the best pedicure I have had in a long time and I wouldn’t hesitate to go back. Great experience all round.

Avanisha and Violeta did such a brilliant job today - nails are perfect for my holiday. Townhouse has become my favourite place to get my nails done in London by far

Nonexistent customer service

Tried to speak to a human after battling through their chatbot, to just be held in an endless queue. I needed an invoice for my nails but there was nothing on my account, nothing on the FAQs and literally no way of contacting them.

The nails were ok, not the best experience I’ve had. But the quality of the average pedicure paired with the fairly soulless experience for about £75 means I definitely won’t go back. The service on all counts has plummeted.

Avanisha & Zaneta were amazing! Very sweet and did a wonderful job. Highly recommend!

Maddy was fantastic, great pedicure with my feet ready for my summer holidays

I am deeply disappointed with my experience today. I booked an appointment for 9 AM Putney to get a gel nail refill done before heading out on holiday, only to be turned away and met with rigid, unreasonable policies.
When I arrived, the salon refused to service my gel nails, claiming they only do refills if the initial gel set was done at their shop. There was absolutely nothing on their website stating this restriction.
To make matters worse, when I simply asked if they could just fix or refill a single broken nail instead, they flatly refused that as well stating it was an "all or nothing" policy for the full set.
Turning customers away at the last minute over unadvertised policies is terrible customer service, especially when someone is trying to get ready for a trip. I am extremely disappointed and will not be returning.

Hema and Gabi were absolutely fantastic. As always amazing and attentive work on both feet & hands! My nails as always look perfect.

Priya was great! Very meticulous and great service

Had appt re-arranged twice (I stupidly booked again). Notified at 7.00 am on the day (by email) with no way to contact company until 9.00am. If you cancel within 12 hours they take the fee. Fortunately customer service were prompt, apologetic and dealt with the issue also gave me £10.00 voucher. The second time (two days later) my appt was brought forward (I couldn't check with customer service as time changed from 10.15 to 9.15am) and the shop actually didn't open at the new time they sent me. Thanks to the very sweet young lady who was in the shop (which doesn't open until 10.00am despite on the website saying 9.00am) she opened up and did my manicure. However I had to wait until after 10 for the pedicurist to come in so was there 2 and a half hours! I was sent a voucher to redeem against my appt and I could not fault the manicure. Oh also on the hottest day of the year (so far) no AC. Not great for the staff or customers. On the whole would never go back but full marks to the staff trying to mop up after a company's errors. I would not have left this review but having seen previous complaints about their system going back earlier this year, clearly they don't care and will continue to operate on this basis. Not great.

Avinisha was fantastic. Loved the whole experience and will definitely be back.

it was a lovely pedicure experience, everyone was so lovely. will definitely be coming back regularly!

Went to do my toes with Ahs, she was amazing, really efficient and lovely

Courtney was great, really enjoyed the pedicure!