Complaints

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged for services not done Paid $35 dollars for complete waxing for********** person. Then hair left on chin and lip. Staff said person not wanting area done but still charged the same ************************************

  Business response

  27/05/2022

  Business Response /* (1000, 6, 2022/05/20) */ To whom it may concern, My name is Thy, I am the Manager from Central Nails. I have received a letter from BBB regarding customer complaint ************ Here is our explanation: On Thursday May 12th at 10am, two ladies came to our nails salon to get nails and waxing done. Everything was fine and they were happy until one of lady messed up the nails polish then came back to fix them. And then she started complaining about the nails wasn't dry properly but because she got regular nails polish which took time to dry. (We fixed her nails 3 times). Then she asked about the waxing price. The sister didn't want to get waxing service done but the other sister convinced her to get it. (The person complained is not the person got the waxing service). Our Face wax is $35 as a package of eyebrows, chin and lip. To get it done separately are Eyebrow $15, Chin $15, Lip $8. They were confused about the price and we already explained to them that if they do it together it will be a saving. The lady asked my staff to tweezer her chin (to pluck every single hair out, we only do waxing) but we didn't offer this kind of service. However, my staff still did it for her and we didn't charge her extra. We explained to them that we always use hot gel to apply on surfaces to remove hair but they still weren't happy. We did give her a refund $6 for the Chin service. They were really violent and verbal abusive to my staffs while we were really busy due to Morther's Day week. We thought we resolved the problem in-store because of the extra time spent on these 2 customers, we lost many other customers was waiting due to Mother's Day weekend. We did not rush through or push these customers aside. We fixed her nails up 3 times and spent more time than normal on the waxing services. We also did not charged for one of the service as well. Our staffs followed our service guideline and can not perform any services that the customers suggest where we do not offer. 2 of my staffs went home that day still feel the effects of verbally abuse from the customer. All the staffs was very patient and tried their best to accommodate and fix any issues the customers have. ****************************************************** We understand we are not perfect but any problems with customers we always try our best to resolve it before customers leave. We did fixed up her nails 3 times and gave her a refund on the lip waxing where we did not have to refund because the service was finished. Where is the customer's letter regarding my staffs was verbally assaulted because the customers cannot get the the service they wanted but we do not offer? ******************************************************************************************************** ************************************************************************************* Consumer Response /* (3000, 8, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Plainly as stated in my complaint they charged for a service they didn't do. ****************************************************** To charge for something that was asked for and because the person getting the service********************** with a speech impediment refused the treatment to go ahead and charge for it anyway. *************************************************************************************************************************** In addition ************* sending this same person out of the salon with nails that weren't dry then blaming her telling her it was her fault in addition they added a tip to the cost ! Business Response /* (4000, 11, 2022/05/25) */ Hello. We are still not sure what else to do at this point. We do waxing ,not use the tweezer to pluck out every single hair as the customer requested. We do not offer tweezing. We do waxing it is very clear. We are in the business for over 10 years. She refused to continue with the waxing service. So in the end we decided to refund her for the service she feels like not done well to her liking. We provided facial waxing to every other customers the same way and never heard something like this. On top of that now the customer claimed we added the tip. But it is the customer who add the tip not us. We have cameras and witness as proof of needed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩