Sorbet Group
reviews and complaints

To whom it may concern,

I would like to bring to. You attention the Appauling service received at the Drybar Sorbet Greenstone branch.

Kindly refer below to the unprofessional Staff Lack. Of Customer service. Rude Dismissive attitude of front desk staff . My experience at the Drybar Sorbet Greenstone branch was utterly disappointing. The staff's unprofessionalism was evident and shocking. I had gone into the store the morning to make an appointment and ensured that I showed them exactly what I would like to have done. I was assured this could be done. The service I received was far from satisfactory. I had got to my appointment at 13:30 and two hours into having my nails done I was notified that they did not have the Product. Nomsa very helpful nail tech who was attending to me then proceeded to the two ladies at from desk who seemed uninterested and she then called up the Monique the manager after a chat she handed the phone to only for the manager to apologize that they did not have the Product and that she cannot come to the salon even though she had the products with her and asked me to return the next day whilst all of this transoired I had to provide solutions to them by proposing ilthat one of the ladies go to the Chinese store upstairs and purchase the product I was willing to accommodate them or even suggested gomto the other sorbet branch in the same mall and check if they could assist. The two ladies at front desk never came to me once did not offer an apology, but did not offer to assist Nomsa and Nomsa had to leave me the client sitting irate and irritatable already send go to. The Chinese store upstairs to purchase the product. Unfortunately they did not have the same product so she purchase another option. In fact a polite lady by the name of Natasha notice that I was so unhappy she came up to me apologized and tried to pacify the situation. Mind you she is a hairstylist who was situate at the back of the store but made an effort. Be it as it may I eventually left the store at 17:00 totally unhappy disappointed and sadden but the fact I just spent R1200 for such disgusting appalling service l, nails that I hate and Sorbet markets themselves as a leading brand. The next day I contacted them via what'sapp to say I can come through to rectify the nails but only at 5:30 as I will leave work at 5 the nerve of the staff to. Reply to me and state that I shud come earlier as they close at 6, or come on Tuesday. They did not even try to accommodate me after receiving such appalling service. However I chatted with Nomsa and I did get there a bit earlier. The Product which Monique apparently dropped off at the store was the cheapest quality eye shadow not even a brand of Sorbet and Nomsa tried to redo the look. Which is still not right and looks absolutely horrific. I would have been a satisfied customer had I gone through to a roadside nail bar and I am sure I would have received excellent service. I would Never recommend the Drybar Sorbet Greenstone branch based on my experience. It's unfortunate when a business neglects professionalism and customer service, which can greatly impact the overall experience for clients. You are charged exorbitant prices for no name brand products. I will be laying a complaint with sorbet HQ as I am absolutely dissatisfied & * franchisees like this should be dealt with and bit awarded a store if they cannot mange the store and their staff. Also I felt that the nail tech was not experienced enough and her work was not to my satisfaction. As consumers we go to a sorbet to receive professional treatment and to achieve the desired look as we are sold this concept that the nails techs is well trained. Untrue

Date of appointment : 19th October & 20th October

I would hope to receive feedback.

Thank you

Kindest Regards

Nishani Kaylass

[protected]

Last Wednesday I had a manicure at Sorbet Nicolway, Fourways, Johannesburg. Whilst the manicurist was doing my cuticles I felt a bit uncomfortable as she was a bit too heavy handed. Upon arriving home I discovered my cuticle was painful and bleeding. It has been the worst experience I have had at any Sorbet salon. It is still painful and inflamed 5 days later! I have had to use ointment and plasters to stop the bleeding. Also, the treatment paint she put on my nails was peeling off the following day. I don’t recall the manicurists name but felt I should report this as it has been an unpleasant experience especially as I am travelling now as well!

Good day,

I am visiting my Mother in law in Vanderbijlpark and decided to go to get my nails done. I went to your Sorbet branch in Vanderbijlpark. The staff was very friendly and I also received a coffee. I am not happy at all with the application of the Acrylic and Gel. It is unevenly and looks wonky. Thicker nails on one side than others. Paying R520 for this is a waste of money and time. This is unacceptable. Sorbet use to be very good, but now this is really not the standard I expected.

I am an elderly lady and have been attending your store regularly. I must be honest with the exception of the fhe first time I attended the other times have been a disaster. They first give me a fine service with a good false gel nail without me having to ask for it, I am not aware of what there is on offer naturally. I explain to the receptionist and every time I go back I am given a different nail product, wanting what I originally was offered by Pam whom I liked a nice soft gel nail. The name of which I eventually was told. Felt as if I was subsequently palmed off with inferior products never the same good quality nails. I did complain they did redo the nails, I was not happy with the quality of the product subsequently used, it went to a hard acrylic nail to just acrylic. It was if they just wanted to palm off the cheapest most inferior product onto me. I've been having one or two nails done at a time and things just got worse. Down to having two assistants asking me why I was not happy. This was like been treated like a child. The technicians are nice but there is definitely an underlying intent to give the customer worst available product.

Good morning,I hope you'reb well?

This morning I urgently booked an app. for Biosculpture at Steenberg Sorbet .

The lady who helped me on the phone was very sweet and accomodating as I called back to book a masage for my daughter a the sametime.

Two weeks ago I had my nails done at Sorbet Meadowridge it was great.

I had my nails done in Feb, NOT at Sorbet, she they used an electric nail file, as a result I have hardly any surface nail bed, it is super thin.

So I asked the lady to not file on top too much, she was gentle ad used a soft buffer.

She wasn't prepared when I got there,i had to wait 10 min and she walked in didn't have the section ready,no lamp,no polish/ gel or colours ready. I don't really mind that as I wasn't in a rush.

What I did mind was her rushing to finish as there was only 1 Biosculpture brush and the lady next to us needed it.

I had to ask her 3 times to cover the sides of my nails, the gel set touching some of my cuticles i asked her twice to clean between nail and skin as I didn't want it lifting.

She used a dirty,used and BLUNT wooden stick that wasn't sharp enough to get between the nail the skin.

She was very nice and polite.

I just sat there with a pit in my stomach trying not to watch anymore.

I hate to complain but I'm so disappointed and angry.Its a lot of money to be wasted as I had to save money as it's NOT part of our budget, I felt like it was a waste of my hard earned money, Idon't have disposable income but for me this is a treat!

However, I will keep going to Sorbet and supporting you.

I booked and appointment for a chin wax at Sorbet The Glen mall. I got there 10min to my appointment. at reception I was told the technician is buys please wait 2min. 15min later I asked what’s taking long and I was told to be patient the technician will be done soon. after 30min another technician walks in from the mall she was asked to do my wax then an additional 10min later they comeback to tell the wax is too hard I will have to wait a while if i wasn’t to wax,

I sat there patiently 40min waiting for a service that I never received simply because they lied to me about waiting becauseI could have booked myself elsewhere. They book everyone u ever 1 person at the same time while there’s a free technician roaming around the mall and 2 people sitting at reception desk.

Had they been honest with me from the beginning that my appointment was over booked and i can’t get the service I would do I can go elsewhere instead they were comfortable watching me seat there like a fool waisting my time.

They were dishonest and unfair

Good day, I went to sorbet village mall in Hartbeespoort on the 7th January 2023. Firstly they refused to do a nail art saying I need to book for it. Secondly they refused to buff my feet saying when I book I need to tell them specifically what I am here for. That is not how other sorbet treat us. Why was I not informed that when I booked that I need to be in detail. The receptionist is also so rude.

When my technician Lebo was doing my toes was in a great hurry as she was late and another client was waiting. My appointment was at 14:00 and was attended at 14:15. I was not happy at all with the service.. my toes was not even properly done as she was in a hurry. Lastly, the treatment they give white people is out of this world.

I went in personally to Sorbet Benmore to discuss the treatment I wanted. I was given an appointment for today at 11.00 to do my nails. The treatment is valued at R580 -Gel nail sculpture.

When I arrive there I’m asked to sit down at a treatment table to be told there is no manicurist who can do it! Why give me the appointment then? Shocking service. I put aside time in my day to treat myself.

This is not the first bad experience I’ve had at Sorbet. Not my salon of choice. Only went because I was given vouchers.

Very disappointing. I’m loathe to try another branch as I’m expecting similar service.

I had my nails done on 10/11/22 - gel mani and pedi. The gel started chipping that weekend and started peeling off. My gel mani peeled off in literally 10 days. I went back to the Sorbet branch and they said that as it’s after 10 days, my nails may be fixed but at my expense. This is not my first experience of poor service at this particular branch. Their attitude was poor and service even more so.

October 31st 2022 Sorbet Fourways mall

I wanted service of tips on my nails which was done for 2,hours

The tips did not even last for 14 days they started falling off on they own called sorbet head office I was told by Thandokwazi that they will address it with the owner In the mean time I have incomplete set of nails paid R500 for 12 days unfair to me this branch is terrible it’s not the first time they gave me bad service

Appointment was at 9 - lady only assisted and started with me at 9.16

I did a simple soak off from 9:16- 10: 05 ? That long for a soak off

The lady at the reception when I called I said I had an email sent from sorbet to me say I can redeem 100 points (R100) and at the time of booking I said I am not going to pay unless they can use my points she said “come through and we can sort it out then” I got to the salon and said I am doing soak off and I am paying with the points emailed to me - she said have a seat we will sort it out when you’re done.

Now I’m standing here an hour later while the reception tries head office : no one can solve my problem

I received an email indicating that I should redeem points but when I showed the email : they can’t redeem it and they can’t get hold of headoffice : sorbet is the worst salon ever !

Never returning and never sending my fany through as well. Disgusting !

Sorbet Greenstone.

4th October 2022.

Lindy attended to me

I had an appointment on Tuesday for a mini pedicure. I was not happy with the cutex. Went back yesterday. The lady that attended to me blamed my cuticles and redid the cutex. I removed the cutex today and realised my cuticles were not attended to on my first appointment. Shocking service!

End of June 2022

I have been going to Sorbet Hurlingham, Sandton for 9 month.

The last 3 month my toe nails been breaking 3/5 days post treatment. I kept on going back to get them fixed but the nail technicians kept of filing the nails even more.

Then, we discovered that I got bacteria from the treatment.

Please see attached photos. It is pretty bad.

My nails were never week or that thin before I went to sorbet. They should receive better training and manage our nails better.

They should not file way too much until there is no nail or the nail is way too thin.

i went to one of the branches to have a bio gel and reapplication.

my normal branch is constantia and they have never failed on service.

pedantic , efficient , and always have solutions before a problem occurs should one .

i went to the Steenberg branch and the service was terrible.

the nail technician had no interest in helping with color choices and ideas.

i am extremely disappointed in the way in which iv been treated and also many others. my nails are already flaking and its only been a week and a half.

these things may seem very petty but me spending R470 to R510 every two weeks is than absolute rip off.

its my treat to self as a hard working individual ,so

its not okay to feel unwelcomed and side barred when the expectation is to feel good about oneself.

i work in the service industry at a high end establishment that requires attention to detail , i would never allow staff to mistreat clients that are helping them keep their jobs. due to the poor reception i reserved i unfortunately will not be supporting any of the sorbet branches until service is jacked up and clients are treated equally across board ,and will definitely not be recommending sorbet to any of my clients.

As a regular customer of Sorbet, I have recently experienced and been made aware of the following issues arising since Sorbet reopened its doors in 2022.

Feb 2022 @ Discovery Sandton Sorbet = A complaint was lodged with the manager regarding inadequate service and shortage of stock. May 2022, no apology or feedback received. Friends and colleagues all are experiencing a service from Sorbet branches and staff which is not worth the support the company is receiving from the public, currently and in the past. It would have been professional if the 150 complaints currently listed had been resolved. But as the public can see, 149 not resolved to date. Does the CEO even care about its reputation or the brand it once built/envisaged?

Just a few observations:

1]Staff attitude - they are doing the client a favor. Discussing the client with each other, infront of the client.

2]Recruiting less experienced staff with no mentoring when in the job.

3]Having receptionists do soak offs and they have no training.

4]Training and service not standardised from branch to branch.

5]Treatments differ from branch to branch. This will depend on the experience of the technician.

6]What is the job of the so-called Compliance Officers in the branches?

I honestly hope that the company will review their current standing in the industry.

I am a regular at your Artem branch in Sea Point, I have been going for years, however I recently had a really unsettling experience and won't be returning.

I am not writing only to complain, but to try help you better the experience for others, as well as rectify the issue that I faced.

I was gifted a gift card so that I could have my nails done before I went abroad. When it came time to pay, I wasn't asked if I was happy with my nails, etc. the usual. The lady behind the desk just told me my total, without even looking up from the screen. I let her know I'm using a gift card, she tried it and said it doesn't work. I asked her to try again as it was gifted the day before so couldn't possibly be used already. She scanned again and said it doesn't work so I need to pay cash. I explained to her that I'm going traveling for long, so the gift card needs to be used as its useless to me otherwise. She just responded that it isn't working and I need to pay, zero solutions or compassion. As it was getting embarassing at this point, I politely asked if she could escalate it to head office as there's no reason it shouldn't work. She just looked at me and said "it doesn't work". I quickly realized she really didn't care to assist, so I paid cash. I then handed over a tip for the lady who did my nails, the lady behind the screen took it and continued her side conversation, without as much of eye contact or a thank you for the tip, or even a goodbye. This is not the experience I expect from your store, and frankly - it was embarassing how I was treated. I am sure you understand why I will not be returning once I'm back in the country.

I visited Sorbet Richards bay on 26 March 2022. I had booked an appointment to have a min pedicure and waxing of my eyebrows and upper lip for 10h00 am. I arrived at the store was seen by a beautician at around 10:30. Once the beautician finished with my pedicure, i asked her where should i go to do my waxing. She looked at me surprised, asking me if i had booked for waxing. I confirmed yes. She then checked with the receptionist who confirmed that their was no booking for waxing. They then made me wait for a few minutes for a beautician to be free before assisting me. After waiting another 10 minutes i was helped.

Anyways while the beautician was doing my waxing she asked me what products i use on my face, because my face looks dehydrated. I told her what i was using, and she suggested that i use Environ. I said okay, she must show me what products to use. After completing my waxing, she helped me choose the products. She also advised me on how i should use the product. I used the product for 4 days and it started burning my skin. My shin got dry and tight, with red patches and swollen. My face started burning, i could not touch my face. I immediately stopped using the product.

On Friday 01 April i contacted Sorbet Richards bay and i advised them of the reaction i am getting from using the product. The receptionist said that she will speak to the beautician that assisted me and ask her to call. The beautician called me, and i told about the adverse reaction on my skin. The beautician then said that she will call me back.

After and hour the beautician called me back and said that apparently it is normal for my skin to react the way it is, cause it shows that the product is working. She said that i must continue using the product for the next two weeks. During this time my skin is still red and swollen and burning. it was really uncomfortable feeling cause i could not do anything with a burning skin.

After work the same Friday afternoon, i decided to go to the store to show the beautician the damaged / burning skin. The beauticians where quiet surprised to see my face. They took a picture of my face and told me that they will attend to me shortly. After waiting a few minutes on the receptionist came back with the phone, saying that i must speak to the owner of the store. The owner of the store, said the same thing the beautician said, that i must continue using the product. I said to the owner , how can i continue using the product when my skin is burning, and is so uncomfortable. She said well if i do not want to continue with the product their is nothing she can do, and she can not give me a refund.

This owner only thinks about pushing a sale, and is clearly not interested in the clients well being.

Now i sit with a damaged skin, and she has just made a sale of me.

I visited Sorbet Kenilworth on the 14th December to have my legs and underarm waxed. The hair is already growing back. It is either the product used or the way the wax was applied but this is concerning and money wasting for me if this is how the service is rendered. I am very unhappy with this service done. Not sure if I will return after this
I have had other waxes done but my hair has never grown back this quickly, I am really not happy and would like it redone by the store.

Badly done gel manicure.

Uneven and thick gel. I suggested several issues from the start of the manicure that were ignored or corrected with even less quality. The base coat looked like someone smushed over wet nails and I was told "it's to help capture the polish so it doesn't run". After the final coat of many it was extremely thick on different spots and was terribly uneven. I asked the woman to file it down she filed, and painted the patches (that lead to another uneven build up). Finally she applied one sticker 3 times and I mentioned it's still not set properly. On my way home and the sticker is off.

The entire salon was cramped and I was moved to a different location in the middle of my treatment.

Finally I purchased a nail file from them to remove the damage myself at home!

Bad overall service and will not be visiting again.

I did bio gel manicure at sorbet menlyn 30 Nov 2021. While still in the salon I noticed that the thumps were not smooth had a lot of bumps.

Notified them to fix. The lady who was doing my nails, buffed the thumbs and applied top coat. But the quality was not good. Paid R950 (incl. Flexi pedi). When I left and saw my nails on natural lighting they were all bad, thick and lumpy. The lady who did the nails was like I was bothering her when I asked her to correct.