At Mooeys, we love hearing when we’ve made someone’s day.
Whether it’s a bride who finally found her perfect wedding nails, someone who feels confident enough to wear shorts again after laser or a client who simply enjoyed an hour to themselves after a difficult week, those moments genuinely mean everything to us.
But sometimes, despite our very best intentions, we don’t get it right and when that happens, we’d always rather hear it from you.
Behind Every Complaint Is a Real Person
One thing many people don’t realise about small businesses is what actually happens when a complaint comes in.
At large companies, complaints are often handled by outsourced customer service teams, automated systems or departments completely separate from the people delivering the service. That’s not how we work.
Every email we receive, every message, every concern, every complaint, It’s read by a real person here at Mooeys.
Someone who knows our salons, our therapists, who genuinely wants to understand what happened and, most importantly, how we can make it right.
We don’t use overseas call centres or automated AI-generated responses and we don’t send generic templates without reading your message.
Sometimes that means our reply isn’t instant, but we’d rather take a little longer and give you a thoughtful, personal response than send something that feels automated and impersonal.
Complaints Aren’t Inconvenient
This might surprise you but we don’t see complaints as annoying, we see them as opportunities. Every complaint gives us the chance to ask: “How could we have done this better?”.
Sometimes we discover a genuine mistake or identify a training opportunity, sometimes we realise a process needs changing.
In fact, some of the improvements we’ve made across Mooeys have come directly from clients being honest enough to tell us when something wasn’t quite right.
One of our newest services, the Bridal Consultation, exists because of exactly that.
A bride shared that she hadn’t received the bridal experience she’d expected, instead of becoming defensive, we listened, we reflected and we changed. Today, every bride benefits because one client had the confidence to tell us how she felt.
That’s exactly why feedback matters.
We Aren’t Afraid to Hold Our Hands Up
Nobody enjoys making mistakes and our therapists certainly don’t.
They care deeply about every treatment they carry out, so when something hasn’t gone to plan, it’s upsetting for our clients but it’s also upsetting for the therapist who wanted nothing more than for you to leave happy.
If we’ve made a mistake, we’ll always own it. We’re not interested in making excuses, we care about making things better.
Why We Ask You To Come To Us First
We completely understand why people turn to social media. It’s quick, visible and it’s where we all spend a lot of our time.
But public posts are incredibly difficult for small businesses, unlike huge national brands with thousands of employees, we’re a relatively small team.
The people reading those comments aren’t anonymous corporate employees, they’re often the same people who welcomed you into the salon.
The therapist who carried out your treatment, the manager who knows you by name, the concierge who booked your appointment or even the owner who has spent years building the salon.
When criticism appears publicly before we’ve even had the chance to hear about the problem ourselves, it can be incredibly disheartening. Not because we’re worried about our reputation, but because we’ve lost the opportunity to help.
We Want You To Feel Safe Telling Us
If you’ve had a treatment that wasn’t quite right, if something disappointed you or if we’ve fallen below your expectations, please tell us.
Even if the conversation feels awkward, if you’re worried about upsetting someone or even if you’re convinced there’s nothing that can be done.
We’d always rather have an honest conversation than never know there was a problem at all.
Because once we know, we can help.
Our Promise
We’ll always listen, we’ll always investigate fairly, we’ll always treat you with kindness and respect and we’ll always look for a solution wherever we can.
Most of all, if we’ve got something wrong, we’ll always learn from it.
Because that’s what being a small, independent business is all about. Listening, learning and improving together.
Thank You
To every client who trusts us with their nails, skin, brows, lashes and confidence, thank you.
Thank you for celebrating the good days with us, for telling us when something isn’t quite right and for giving us the opportunity to keep becoming better.
Because at the end of the day, we’re not just a beauty salon. We’re a team of real people who genuinely care and that will never change.
If you ever do have a concern, please don’t hesitate to get in touch. We promise to listen with an open mind, investigate thoroughly and do everything we reasonably can to put things right.
If you’d like to understand more about how we handle feedback and complaints, you can read our full Complaints Policy on our website.
We genuinely hope you never need it, but if you do, know that you’ll be speaking to real people who care deeply about making your experience with Mooeys the very best it can be.
Ready to visit Mooeys? Whether you’re returning to us or you want to give us a shot, you can book online HERE.
