Sorbet Group
reviews and complaints

I am a Gold Loyalty member and have been a monthly Sorbet client. My last appointment was below par - being over charged for services not rendered - so I decided that I would look for an alternative. Today, however, I decided to give the Oaklands branch one more try. I had booked Power Hour Gelish pedi - yet my booking was only recorded as a Power Hour pedi. My appointment was for 10h00 am, however only got to sit down and get any attention at 10h15 as my therapist was with another Client... clearly scheduling issues. The pedi was rushed and finished at 11h55 - so much for Power Hour?. No coffee, tea or water was offered. Also interesting to sit and listen how the staff openly [censor] about their hours and shifts. So it's okay for staff to air their grievances in front on clients? The best while sitting there, two potential customers called - one for soak - off and Gelish and another for a facial - though definitely not busy BOTH clients were advised that the salon was fully booked - why? because the staff didn't feel like taking those appointments! Staff bragged about this in front of clients sitting there. On previous visits I have seen staff lounging/lying on the massages bed before a client arrives. Performing treatments on each whilst clients are in the salon?
Congratulations Sorbet you have lost a long-term client.

1 November 2017.
No client number.
I made a booking for myself for a Pedi at the Greenstone Mall Sorbet Dry Bar via telephone on the 28th October 2017. It was scheduled for 15:30 on the 1st November 2017. How ever, when I got to the branch I was informed that "they" were full and I must wait. It is totally unacceptable after making a booking so long in advance to be told this. I even got a SMS notification a day in advance to remind me of my appointment, only to be told they did NOT BOOK A SEAT only made an appointment. A business such as Sorbet should recognize the importance of time and schedules! The receptionist and therapist was apologetic how ever their only solution was for me to wait or come back another day. UNACCEPTABLE. HOW is it possible to allow bookings to be ignored and "walk in clients" take preference? I have been a regular customer but don't feel like returning to Sorbet and this branch specifically!

I purchased two salt scrubs at clearwater mall about an hour ago. A renew salt polisher and a sensual polish up salt scrub. Upon coming home I opened the sensual polish up salt scrub only to find that it has been used. A clear chunk has been scooped out. I have taken pictures of the salt scrubs and called the store, I was told they don't know how this happened.

I had a 10am bikini wax booked at your Paddocks branch today, 23rd Sept. It was busy when I arrived but nobody seemed to be in charge. My consultant was running late with her client, but nobody could tell me when she would be available. I waited 10 minutes and had to reschedule to Monday 25th. You need to instruct your staff not to book back to back appointments, and to leave some "wiggle room" between appointments. You have messed up my weekend, which has annoyed me intensely!
V Stevenson

Hi,

I have a serious complaint about the receptionist at Rosebank Men.
Her name: Christabelle Sibanda

She cancelled my appointment without notifying me. I called and told her I am running late as I was looking for parking in the basement.

My appointment was for 16h00 I walked in at sorbet at 16h05 and my booking was cancelled with no call or sms notification what so ever. I am seriously disappointed with there service.

Adding to my complaint, the previous week (17/07/30) the same receptionist gave me attitude about a booking, and I walked away not pleased about her attitude.

I need this issue dealt with asap.

I bought the gel nail sorbet products at clicks. The product leaves my nails soft and easily dentable and I tried 're doing the step one and two twice. Each step well dried ... but still the nails smudged and dented... this is disappointing. The nail polish not your website had any instructions. Pls refund me or give me the reason why this id happening. Or perhaps the product is faulty?
Regards
Camilla du Preez

Booked to have a gels removed and a pedicure and an express mani at Sorbet Nelspruit at the Grove.
When I got to store no one seemed to know why I was there. I was told to pick a colour and all the bottles of polish looked old and dried out. I was eventually assigned a therapist whose own long pink talons looked grubby and smudged. She said she could soak off my gels on my toes while she did my hands at the manicure table. I was offered and brought tea but was told 'sorry we've run out of milk'.
The therapist took my unwashed/unsanitised feet and put them in her lap and took a bag of torn up foil squares and tissues and wrapped up my toes. Then without any washing of her hands started in my mani. The mani table had other people's nail clippings on it. She did not soak my hands but squeezed on some cuticle remover and immediately started scraping off my cuticles. She then collected the cuticle
Cutter from another table and said 'oh I'd better clean it I suppose'. While I was having my manicure one of the therapists was mopping the shop floor with a huge grubby mop.
Once my very basic mani was done I had to shuffle across the shop bare foot with my foil wrapped toes to the pedi chair. My 'pedicure' was basically painting my toe nails with a varnish that never dried properly.
This Sorbet used to be very nice. But now it is grubby, unhygienic and unprofessional and appears to be very poorly managed. Maybe sorbet should close their stores, save the rent and open under tarpaulins by the taxi ranks. That's where this level of cleanliness and belongs.

I had an appointment at Sorbet Town Square in Johannesburg last week Saturday (02/06/2017) for a massage & wax which was to commence at 09:00. When I arrived at 08:45, I was greeted by a lady at reception. She enquired who I was there for and I advised her that I had booked a massage but had not selected the type of massage I wanted. I requested that she give me a run down of the different offerings that the store has, and to my amazement, she advised me that she would call someone else as there were no brochures and she did not know what massages were on offer. A little later, a lady by the name of Jacqui was called to give me a run down. After listening to her, I opted for a wax & hot stone massage.

I then enquired with the receptionist if I could also have a facial. She advised me that I could but that the therapist who would be attending to my massage would be in a better position to recommend the type of facial I should have.

At 09:10, I was fetched by the therapist from the reception area and taken to the massage room. On arrival in the massage room, the therapist showed me two black fabric pieces that she referred to as "gowns" I couldn't figure out how the gown was supposed to be wrapped and took one of the towels from the bed.

When the therapist came back, I enquired about the facials. It was clear from her confused response that she was unable to distinguish between the benefits of the three products used for facials to a point where I told her to just leave it.

When the massage started, the music that was playing in the background was too loud and it was radio music with lyrics. I asked the therapist to request that the volume be set lower which she did. At first, they said that they had set it lower but there was no difference. She went back a second time to put the radio down again and there was some difference. The music was however not suitable for spa treatment facilities. It would have been better suited for a salon.

The massage itself was not at all what I am accustomed to. I have had hot stone massages several times but none as bad as this one. The therapist had no technique and much of the time when she collected the stones from the boiler, she would be noisy. Basically all she did was give me a bod rub using her hands and some hot stones. I felt that I could have bought my own hot stones and had my husband do the entire thing.

The worst was hearing the sound of cups consistently being banged against each other in the kitchen which is situated too close to the room where I received my massage. The noise of people walking past the room and chatter coming from the front reception area is also unacceptable. Although the therapist kept apologising for all the disturbances, I found that the experience left much to be desired. The least the franchise could do is make the rooms sound proof where space is a problem.

Towards the end of the massage, somebody came to knock on the door. I assume it was to indicate to the therapist that our time was up. The knock was very loud and really unnecessary as the therapist had a watch in the room where she could keep time.

After the massage I had my wax. The therapist admitted that we should have started with the wax and followed with the massage. I strongly agree with this.

I feel that with everything that happened, the entire experience was a waste of time and money on my part.

Please let me hear from you.

Regards
Di-Anne
[protected]

Sorbet Killarney Mall
Therapist - Thembi.

I arrived for the appointment in a wheelchair and the therapist asked the background of my condition. I explained that it is autoimmune related. She told me that she had not heard of it. I explained it would be fine and a massage would help.
I got undressed and lay down on the table. There was whispering and a deep conversation outside the room. She then entered & told me that she could not perform the massage as it is immune-related & it would affect my blood.
Well done to the therapist for using google whilst I was undressing, however this is not the way to treat a client especially since I have been there several times before for waxing & nails.

On tuesday I phoned the sorbet dry bar william nicol to book a blowdry. The lady that answered said they did not have water but if I wash my hair and then come they would be able to do the blow dry. Sorbet confirmed my number. When I got there my appointment was not on the system and the they said there is no one to help me. They blamed the salon next door for confirming without checking with them. They eventually helped, 20 min blowdry not perfect but better than wet hair. My issue with this, this is the third time this happens at that dry bar where I make the appointment confirm my number but when I show up my booking is not in the system. Very unproffesional and not a good experience.

To whom it may concern

I visited you sorbet salon in greenstone last week.

Had my nails done by a lady who had flu, who kept on sneasing and blowing and digging her nose whilst doing my nails. (Disgusting)

We couldn't find the correct colour I was looking for for my nails and changed colours 3 times before I just took a coral colour as I could see she was getting irritated with me for her inefficiency.

I normally have my nails done at the grove mall (because of the great service) but because I live in the surrounding area and was flying out to durban the next morning I thought I would try greenstone. (Biggest mistake)

I recently left the place were I always done my nails to try sorbet who are double the price (which I don't mind paying for when happy) in this case I am disappointed and it leaves a bad taste in my mouth that sorbet is national and should be offering the same service at all branches. Today I sit with long square nails which I never wear! Which are growing out after 1 week and looking like dogs breakfast.

Sorbet women Cape Quarter. I didnt know it was possible to offer such bad service and I'm fool enough to keep going back and trying. I have been into the store 3 x and been ignored, the will carry on talking to each other, play on their cell phones and just ignore you...cmon! the store is tiny is completely blows my mins. Last time I stayed in the store for 18 MINUTES and I was ignored, it is just not believable. Each time I have gone downstairs and been helped by the Sorbet man store (very helpful!), but I/m getting to the stage that it really irritates me that I give Sorbet Group any business at all.

24/02/2017 I walked into Sorbet Stellenbosch to make an appointment.
On my arrival I was politely greeted by one of the technicians who was standing with the manager and the receptionist at the reception area. While busy talking to the technician, as she was the first to ask if she could help me with anything, I asked if there was perhaps an opening for 25/02/2017 and she said no they are unfortunately full. I asked if I could perhaps have one the Monday 27/02/2017 and while talking to the technician the manager rudely interrupts with not even greeting or at least even asking politely (which is not the first time I was spoken to like that by this manager) what was it that I wanted to do. I carried on speaking to the technician who politely asked what I would like to have done. Again the manager rudely chimes in and says that they can see me the Monday. I would have taken the available date, but I was so disgusted at the way I was spoken to, I just turned and walked away.

I find it hard to believe that one can get such terrible service at a place like Sorbet. There is so much competition out there and of course having your nails done is a luxury that not so many people can afford. I just cant leave what happened and ignore it.

I am disgusted to say the least. After doing a facial and neck and shoulder Swedish at Sorbet Wonderboom, I tentatively booked a gelish pedi and mani of which I communicated my commitments may overlap thus they should not confirm it. I get a rude from call from someone called Thapi, she first starts asking me 99 questions about why I did not call or sms after, which highly annoyed me even the tone she was using like I'm her friend. After telling her that this I communicated yesterday, her response was oh well no one told her. She then hung up on me when I tried to verify her & I suspect you have a caller id as none of my 6 calls were taken thereafter. She even insulted me by saying I could've just smsd their line it's cheap. May I take the opportunity to also complain bout the noise level when I was getting my massage. I am highly disgusted & having had understood the nature of the brand I would think that good service is at the top of the list. I will not set foot again at Sorbet Wonderboom Junction as I will not be treated in this manner as a paying client. I spent years at Placecol and not once did I receive such demeaning attitude.
Train your employees. This is a luxury service and I expect better

I went to the Sorbet Nail Bar in Cresta yesterday to soak off my gel. Below is my complaints regarding my visit to them:

- First of all, when I phoned I could hardly hear what the lady was saying as she did not speak very clearly nor did I know if she was talking to me or the other ladies in the shop.

- when I got there, hoping that the lady did actually make my appointment, I was switched between 3 seats, without any explanation why.

- As the lady was preparing my nails for the soak, she filled my nail so hard it started bleeding. This happened on 2 nails. She did not say anything to me and at the end just stuffed my feet in my shoes when she was done. Attached is the 2 photos showing the injuries.

- I also did a soak off on hands, and the state of my nails when I left the shop was appalling.

I have been to many Sorbet branches around Johannesburg and this horrific service is not what I am used to receiving from Sorbet. It is extremely bad publicity to allow any client to leave your salon with their nails in the state that mine were when I left following a treatment. I am deeply unhappy with the service I received and I will not return to them.

I visited Sorbet Kenilworth today on the Main Rd in Cape Town. I had booked an appointment to soak off my acrylic tips, and expected the soak off with sorbet quickie colour (paint) as I was not reapplying acrylic. Upon arrival I asked if there was enough time to add a gelish application to my appointment, my therapist checked with the front desk and then informed me that there wasn't time to fit it in, to which I replied that it was fine and I'm happy to have paint. At no point did anyone, neither my therapist nor the 3 ladies at the front desk, inform me that they had booked me for just a soak off without paint application.

Following the soak off my therapist told me to wash off the nail dust on my hands at the basin at the back of the salon. When I got there it was in a disgusting state, full of used pedicure equipment. The 2 therapist nearby at the pedicure stations did not even offer to remove the items so I could wash my hands, I had to ask them to do so. And even then only the large foot bowl was removed, the nail brushes and pumice stones were left behind.

After the soak off and buff I ask therapist what colours they had to offer to which she only then told me I couldn't get paint either as I was booked for just a soak off and there wouldn't be time for paint. Furthermore after soaking off my acrylic my therapist did not even shape my nails. I asked her if she was going to shape them to which she replied "no, you're only booked for a soak off". I had to leave the salon with unpainted, and uneven/unshaped nails which looked terribly untidy.

I have been to many Sorbet branches around Cape Town and this horrific service is not what I am used to receiving from Sorbet. It is extremely bad publicity to allow any client to leave your salon with their nails in the state that mine were when I left following a treatment. I am deeply unhappy with the service I received, as well as the attitude I received from the clearly useless front desk staff at Sorbet Kenilworth.

I went for a pedicure at a Sorbet at Riverside in Bryanston, Johannesburg in January and I went for another one today, at Howard Centre in Pinelands, Cape Town. What disturbs me most about both experiences is that even though in proximity they are really far apart, the standard of the service was equally bad. I was on time for my appointment at the Riverside branch and they kept me waiting 15 mins. Thereafter I couldn't really relax and enjoy the experience as the lady helping was having a loud chat with her other two co-workers beside her, completely unaware of me and that I would appreciate some attention. At the Howard Centre branch I arrived at 9AM sharp for my appointment. The ladies made me wait 10 mins as they were still having a staff meeting. This time the lady was attentive and made some light conversation with me. I wonder why these same low points in experience occur at so many branches that I have been to. I might just opt to go to a more understated nail spot next time to get some attention to detail, where the ladies have better attitudes and where I can enjoy a more relaxing experience. That is a reason one spends the money to go for these treatments, to feel pampered correct?

Good day, I visited Sorbet in Promenade Mall yesterday 07/02/17 for a gelish mani application and a power pedi and gelish pedi application. This morning my nail started chipping. I am not happy with this at all as my purchase at the dry bar came to almost R1000. My mani and pedi costed about R600. It's a lot of money for something that literally lasted one day.

I had a nail appointment on the 4th of February at 4.45 and I was only attended to at 5.15 only because I had mentioned I was in a hurry. I sat there waiting with no indication that they were running a bit late or anything of that matter. Adding to that because they were running late and it was closing time, the ladies doing my nails rushed through it and my nails were smudged and they didn't bother to rectify it. I am a regular client and I was very disappointed with their service today.

I would like to complain about the appointment I had on 25 January 2017 at sorbet east gate. Firstly I had fake nails on from December put on by another company and when I booked my appointment I said that my fake nails needed to be soaked off but the nail technician did not know how to take them off which we extremely odd. It took her an hour and half to take them off and then she got upset due to my appointment going over time. Just as I had done the day before over the phone, I preceded to tell the lady I wanted gel on my nails and how I wanted them done. I then choose from the colours they showed me and out of the 6 I chose they only had one colour besides the bottles being displayed empty. She then preceded to put on my nail polish with gelish which I have had as gel multiple times before. When I left I thought the gel nail polish felt too thin but I thought maybe that was sorbets way. Two days after my appointment I had two nails already chipping. Three days after they appointment some of my nails I was able to peel some of the polish away. Now four days after the appointment I have lost majority of my thumb polish and the chipping and peeling it getting worse. I am very angry and disgusted by this. What makes it worse was that this was a gift. I hope sorbet can completely refund me my money because I am a very unhappy customer