Mermaid Brighton beauty salon

It deeply saddens me that I cannot give this business a zero-star rating. I can't think of a person less deserving of anyone's patronage and money than the owner, Jane Powell.

In January, I booked a voucher through Activity Superstore for a 60-minute "luxury" couples massage at Mermaid. This was a surprise for Valentine's Day for my partner. We had our booking confirmed by Activity Superstore weeks in advance, so we arrived for our appointment after travelling across two regions by train, only to be informed by the staff that we had no booking. One of the therapists called the owner, Jane, who was rude from the start and showed no care. He simply stated that Activity Superstore did not make the booking, which was later proven to be a blatant lie. Since there were not enough therapists available for a couples massage, we had no choice but to leave. Upon contacting Activity Superstore, they provided me with copies of the email exchange between their staff and Jane (as seen in screenshots), clearly showing that Jane himself confirmed our couples treatment booking. Clearly, his manners are severely lacking, as evidenced in his response to them stating, 'read the email trail, I already confirmed it's ok'. To then be so rude and defiant towards us, offer no apology, display no customer service skills, and outright lie to us was bad enough. Unfortunately, when I asked Jane to rectify the situation, he topped it off by saying to complain to Activity Superstore, despite there being no fault on their part and the blame solely lying with him. Well done, Jane, you could not have handled this in a more appalling manner! Please work on your customer service skills and do your job correctly. It's not difficult to enter someone's appointment in the books.

I am writing on behalf of a student who visited your salon on Sunday 31st of March for a facial waxing. Her face was burned during the treatment. When she called to speak to the manager, who did not speak English, the phone was passed to her husband who abruptly hung up and advised her to report the incident to the police. The top of her forehead is now burnt. Is this the standard treatment of customers? She is a young lady studying in Manchester but was treated very poorly. I will file a complaint with the NHBF to report that instead of resolving the issue, you were not only rude but also did not offer a solution. How can your establishment still be operating?