Lextan Reviews 6

I have only been to the Pentwyn Cardiff salon a few times. After not using beds for over 20 years I was a bit rusty on what to expect and how to use the beds to achieve the maximum result.
Amy was very informative, friendly and helpful guiding me through the the process as I’m a bit of a dinosaur. I hope she is made aware of this positive review

Lextan has been excellent every time I’ve visited. The team are polite, the salon is always clean, and the beds are some of the best I’ve used. I like that they keep everything organised, from cleaning to customer flow, so you never feel like you’re waiting around. Prices are good for the quality you get, and the whole experience feels modern and well‑run. Definitely one of the better tanning salons in the area.

Shame. Beds usually ok. Started session today came out with a few mins as only 1 facetanner was working.
Manager useless. Zero refund offered as it was technically still working so happy to take my money for an incomplete service. I said this but asked to write to head office
If I ran my company like that wouldn’t last long
Guess they jut lost a customer not that they are bothered

Paid for 16 minutes and the face tanner was not working at all Asked for my minutes back was told Id have to wait until my next visit and wouldn't be the full 16 minutes the time before I had to get off the bed twice as lights were flashing and had to call receptionist to start it again absolutely appalling tbu its nearly every time I go on which is 4 times a week

The following email was sent to Lextan on Thursday 2nd April.

I am writing to formally raise a complaint regarding the customer service I received at your Carmarthen salon today (2nd April) at approximately 5:30pm.

While I did lose a couple of minutes from my account, my primary concern is not the minutes themselves but the attitude and manner in which I was treated by the store manager, Shania Ley.

When I arrived, I booked in and was told bed number 1, I politely requested to use a different sunbed to the one she had selected for me. This was a simple preference, similar to choosing a particular service in any other salon. My request was refused without explanation, and I was spoken to in a dismissive and flippant manner.

During our interaction, the manager accused me of being rude, despite the fact that I remained calm and respectful throughout. I found this accusation both upsetting and unprofessional. When I then decided that I no longer wished to proceed with the session, I was informed that the minutes could not be re-added to my account because the bed had already been activated, at which point the bed began running while we were still standing at the desk discussing the matter.

I also asked for the contact details of her line manager and to see the terms and conditions. On both occasions, I was simply told to “look online,” without any assistance, contact details, or clear direction. I consider the whole interaction to be poor customer service and not in keeping with the standards expected of a customer-facing business.

The manager also stated that she had recently been reprimanded by her manager for changing a bed previously, which suggests there may be a training or policy issue that requires clarification and easily rectified by simple asking the customer if they have a bed preference, stand up or lie down?

I would like to make it clear that my expectation as a customer is straightforward: to be treated with courtesy, to be given reasonable choice where possible, and to have concerns handled professionally.

As a result of this experience, I am requesting:

• A formal written apology for the manner in which I was treated

• Clarification of your policy regarding customer choice of sunbeds

• Assurance that staff are appropriately trained in customer service and communication

• Confirmation of how customers can access clear contact details and terms and conditions when requested in-store

I have been a customer of Lextan salon for some time, previously using the Llanelli store and was very disappointed by this experience in Carmarthen today. I hope this matter can be addressed constructively so that other customers do not have a similar experience in future.

I look forward to your response.