1 /5 Natalia T: I have never encountered a more disappointing experience at a nail salon than I have at Serenity in Essendon. Their brochure pricing is deliberately misleading, and they consistently hide behind a supposed “language barrier” to justify quoting one price before the service and charging significantly more afterward.
Despite being a returning customer, I experienced repeated inconsistencies in pricing—each visit resulting in unexplained increases of $5–$10 for the exact same service. On my fifth visit, I requested a clear quote before the service began. I was told $70, only to be charged $90 at the end. When I questioned this, I was told there had been a “misunderstanding.” This excuse has become a recurring theme.
Loyalty means absolutely nothing at this salon. I was also entitled to a $10 discount on my fifth visit, which was blatantly ignored in order to maximise profit. Even more unprofessional was the way staff conversed in Vietnamese in front of me, visibly struggling to justify the overcharge. The staff member at the front desk appeared uncomfortable and confused, clearly aware of the discrepancy but unable to defend it.
To make matters worse, I had purchased a $10 personal kit, which was left untouched on the table throughout the appointment. This completely defeats the purpose of investing in personal hygiene tools if the salon has no intention of using them.
Serenity Nail Salon has demonstrated unprofessional conduct, poor customer service, and dishonest practices. I will not be returning, nor will I recommend this place to others—especially not my staff. If you do choose to go, ensure every detail of the service and price is agreed upon and clarified in writing beforehand. Otherwise, expect to be overcharged and dismissed.
If you can’t transparently communicate with customers, don’t run a business. Simple.
Essendon, VIC - List 5 Best Beauty Salons (Part 2)
