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3.9
6 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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I had a slight issue with my efile, whatsapped the team and had new one in the post straight away. They were so lovely and understanding, asked a few questions and resolved my issue so quickly. Honestly can't thank them enough and just solidified them as a great company in my eyes, I will be happily staying with them through my nail tech career.
I have been using Willow efile and efile bits for a number of years now, I think 5 or 6 years. The quality of the products is amazing and are of high quality, The customer service is brilliant if you ever have a question they are always very informative. The training they offer is of a high standard and very hands on. I would not go anywhere else. I can’t recommend them enough.
I had a great experience with customer service. I needed an e-file handpiece, and although it was out of stock, they offered me the option to purchase one. I appreciate their prompt and helpful assistance. Highly recommend!
I’ve used several brands of e-file bits over the years, including LP and Katie Barnes, but these are by far the quietest and smoothest I’ve worked with.
They glide beautifully across the nail and create a much more comfortable experience for my clients, which is really important in a busy salon environment. The finish is clean and consistent, and the reduced vibration and noise compared to other brands really stands out.
On top of that, the customer service was fantastic — helpful, responsive, and really easy to deal with.
They’ve quickly become my go-to, and I would highly recommend them to other nail technicians.
Hi everyone! The course wasn't as expected. The space wasn't adequate for 4 students and there were only 3 chairs. I arrived 5 minutes late and sat on an uncomfortable bench for 6 hours, and for a long time I was standing. I'm not a native English speaker and the teacher seemed uncomfortable with that. And finally, it was an explanation with a video and she told us to practice, so I could have studied that on YouTube. I think Willow needs to review its associates. I don't recommend this course to anyone. The good thing was the book...
Reply from Willowacademy
Dear Flavia,
Thank you for sharing your experience with us. We’re truly sorry to hear the course didn’t meet your expectations. We are very confident that Annabel is an excellent educator so we are keen to find out more about your individual experience.
Regarding the seating arrangements, Annabel has a nail tech saddle seat available and usually offers students the option to swap chairs and I understand that you declined to switch seats. I have contacted you by e-mail to ask if you could confirm if this was offered to you. If not, of course we’ll review this process to ensure comfort for all participants.
On the language point, your tutor regularly teaches students who are non-native English speakers, and supports all students equally. I have e-mailed you directly to ask if you could you share more about what made you feel uncomfortable.
As for the recorded lesson, the video is part of our accredited curriculum to ensure consistency and cover different scenarios that may not appear during a single-day course. Practical skills like e-filing do require ongoing practice beyond the class, and we’re happy to suggest resources to help you continue developing these techniques.
We have e-mailed you to find out more and we have offered you a follow-up call to see if we can discover more about your experience as feedback is very important to us.
Many thanks
Tori Hennigan
Managing Director
Willow Academy
I work in my daughter’s nail studio and we both use Willow e-file bits. This time we both found the same fine carbide bit to be unusable as it was far too harsh and was taking chunks out of the builder gel. We contacted Willow and it’s been 14 days and heard nothing back. The bit cost £22 and is a huge part of our working day. Companies are so busy on social media, advertising their products. Wish they had the same enthusiasm for customer service. Why can’t companies look after loyal customer's anymore :(
Reply from Willowacademy
Dear Mrs Smith, I apologise, we didn't see your review previously and although we have resolved this matter in full for you I thought we should also acknowledge this review. We are truly sorry that it took us a while to replace your E-file bits. We needed to test them properly and we had some staff annual leave at the time which delayed our handling of your case.
I am pleased though to confirm that we refunded you for both E-file bits and also replaced them with 2 new Black Penultimates. We also refunded your postage costs. We hope that this restored your faith in us as we made a mistake but have since done our best to rectify it.
Many thanks
Willow Academy
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