Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is dangerous because they are sending people to do nail tech work but they don't have the experience or proper training. Not only was the job done poorly but the use of nail clippers cut skin and I was clear that they did know what they were doing. Calling the company also made clear that they are more interested in scamming customers to think they will get a professional experience when they are not hiring people who should legally be working as nail techs. I do have photos of the poor work as well for both toes and hands and several emails and a phone call with the "company"

  

  Business response

  07/26/2024

  This complaint is actually a duplicate of BBB Customer Review ID #******, which is no longer visible for some reason unknown to us. The claims of this complaint is purely fabricated and false. If the individual has problems as she claims in the complaint, please ask her lawyer to contact our legal team at ******************************** so we can address this in a legal fashion.

  Customer response

  07/26/2024

  I want to add more context to this particular issue. After the services were rendered, I contacted the company within 20 minutes because of how poor the quality of work and experience was. The company guarantees satisfaction according to their website as long as you contact them within five days they were contacted within 20 minutes. I spoke to a representative of the company and this representative acknowledged the quality of work from the pictures I sent was not up to par, but said that he needed to talk to the nail tech. I would like to see evidence of  that particular nail techs license, which is something that I asked on the phone with the company because the way in which they cut the nails seemed improper in a lot of ways and they also cut my skin. The reason the skin cut wasnt as damaging is because it was dead skin, but I fear that couldve been a much bigger issue. I would appreciate if this company would acknowledge  my dissatisfaction,  as evidence from the photos. It wasnt quality work and In my experience, a company that abide by satisfaction guaranteed, and is acknowledging of customer experience would at least offer a partial refund for that service. The company offered to return the tip that I gave the nail tech, but I feel that doesnt acknowledge the severity of lacking quality represented in this work. It is hard to understand how this company is operating and respecting the concerns and safety of customers as there are  others who have experienced issues with nail tech around quality and safety.

  

  Business response

  08/05/2024

  Attached are the first, second, and third correspondence from the customer as well as completion photos from our provider. The customer initially and within our 5 day quality guarantee had no complaints of quality, rather she complained about the price she paid originally. It was only after she was unable to make headway that she changed her complaint to quality. The complaint to BBB has some serious accusations that should be handled by legal counsel. We stand behind our 5 day quality guarantee but this customer's complaint was about how much she paid and since she was unable to make headway, evolved into complaints about everything from quality to us not having licensed nail techs. The fact is all of our nail techs are licensed, please direct such accusations to *********************************

  Customer response

  08/05/2024

  Unfortunately the respondent doesnt recall that I made a phone call to the company as we were emailing. The person in the phone asked that I send in photos to the email thread. I didnt change my issue, rather I was in the phone complaining about the quality and did as I was asked. In addition, it lacks integrity to make accusations about intent when the reality is there are records of my phone call and irregardless the quality of the work is bad. And that was stated within an 20 minutes of the service. If the company doesnt want to provide the tech paperwork for the person who find my nails that is their prerogative but it is distasteful to argue that I had malicious intent when complaining about and OBVIOUS botched nail job because of the first email sent as it doesnt acknowledge the phone call made to the company or the pictures that show amateur completion of a pedicure. At minimum, Id like this company to acknowledge what was acknowledged on the phone, this was a bad pedicure and didnt meet minimum expectations. 

  

  Business response

  08/06/2024

  The license of our providers are always visible to the customer from 90 mins prior to the service to the end of the service and a text message was sent to your phone with this info. We did receive a call from you at 6:28 PM, after your initial email was sent. Our notes from the call describe the same complaint as your initial email, which was that you were unhappy about the price. After the service, you have the option to rate your satisfaction of the work done and we did not get any negative feedback from you.

  Customer response

  08/06/2024

  This is actually false and every message sent is another distraction and an added commentary to avoid the **** that satisfaction dont not happen and was reported with evidence the same day of the service. Those facts are indisputable now that youve also admitted that your company was called the day of. The dissatisfaction expressed on the phone was followed up with picture evidence requested by the company. In addition, not only am I not able to leave a review because I dont have an account but the phone call was made 7/7/24 around 2PST. It will align with the timestamps of the email I sent before the pictures were sent. Why a company like this is so invested in not being transparent is beyond me. If you have a transcript of the phone call send it. Please direct me to the company website and give me access to leave a review if that is the case. And finally the text messages from herespa do not include information about that nail techs license so please also provide that information that you claim was accessible before service.

  

  Business response

  08/07/2024

  We are at a standstill with the customer because there is nothing further for us to provide at this time. We have submitted all of the evidence and she is contesting the evidence as well as claiming untruthful things. We are happy to respond to this in a legal manner however there is no further action we can take at this time.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the service provided by Herespa, LLC on June 16, 2024, and my subsequent interaction with their customer service. I paid $134.99 for a service that was not rendered to the professional standard expected.During the appointment, it became evident that the technician sent by Herespa, LLC was not a certified nail cosmetologist. This was clear from multiple indicators:The technicians method of cutting my nails was unprofessional.Her filing technique was improper.She neglected to add anything to the pedicure water.Her nail painting skills were subpar.She prematurely removed gel nails and applied rubbing alcohol to sticky, undried nails.Given these deficiencies, I decided to discontinue the service. Despite the technician being nice and empathetic, it was clear she lacked the necessary professional training to perform the tasks requested. This concern was witnessed by my best friend, daughter, and myself.When I contacted Herespa, LLC to request a refund, the customer service agent focused on my appointment requests rather than addressing the inadequacy of the service provided. This response was frustrating and unhelpful.Considering that I did not receive any satisfactory services and given my current condition recovering from surgery and being chair-bound, it is crucial that any service I receive is of high quality and professional. Unfortunately, this was not the case with Herespa, LLC.Therefore, I am formally requesting a full refund of $134.99. I believe this is a fair resolution given the circumstances and the failure to deliver the professional service I paid for.Thank you for your attention to this matter. I look forward to a prompt and fair resolution.

  

  Business response

  06/24/2024

  Dear ******************,
  
  Thank you for taking the time to provide feedback about your experience with HereSpa on June 16, 2024. We regret to hear that the service did not meet your expectations, and we appreciate the opportunity to address the concerns you have raised.
  
  Upon reviewing the details of your booking, it appears you did not select the correct options. The information provided during booking indicated gel polish for the fingernails and no treatment for the toenails, which unfortunately did not match the actual condition of having acrylic on the fingernails and gel polish on the toenails. This discrepancy meant our technician arrived without the necessary tools to properly service the acrylic nails, impacting the quality of service delivered.
  
  We understand your disappointment and the inconvenience caused by this situation. Our customer service team aimed to clarify the policies and the basis of our service protocol during your interaction. We strive to provide clear communication and transparency regarding our service expectations and policies, which are detailed on our booking platform and within our terms and conditions.
  
  We encourage our clients to review these details carefully to ensure clarity on service delivery. For further information on our policies, you may visit ***************************************************** at your convenience.
  
  While we sympathize with the situation, based on the circumstances and our service policies agreed upon at booking, we are unable to offer a refund or additional compensation in this case. We take feedback like yours seriously as it helps us to improve our service and customer communication.
  
  Thank you again for bringing this matter to our attention. We value your input and will take it into consideration as we continue to enhance our services and client experience.
  
  Warm regards,

  HereSpa Care

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business keeps canceling appointments and rescheduling for a later date. I have finally decided to cancel the service and have asked for a refund that is going to take a week and a half I guess

  

  Business response

  03/05/2024

  Dear ************,
  
  First and foremost, we at HereSpa would like to extend our sincerest apologies for the inconvenience you have experienced due to the repeated cancellation of appointments. We understand the frustration this has caused, and we are truly sorry for any disruption this has brought to your schedule.
  
  Upon review of your case, it was determined that the cancellation was a result of 2 providers both becoming unexpectedly unavailable last minute. We strive to ensure reliability and punctuality in our services, and it is clear we fell short in your case. For this, we are deeply sorry.
  
  Regarding the refund, please be assured that we have processed a full refund of $112.00 to your account. We understand the urgency of this matter and regret to hear that the standard processing time for refunds which typically takes a few business days has added to your dissatisfaction. We are actively working with our financial institutions to expedite this process wherever possible.
  
  While we recognize that your immediate need for our service was not met, leading to your decision to decline our offer for a complimentary service, we would like to reiterate our willingness to honor this offer. Should you reconsider and wish to take advantage of a free service in the future, please feel free to contact us directly at ******************************** Our team would be more than happy to arrange this for you as a gesture of our commitment to your satisfaction and to demonstrate our dedication to excellence in customer service.
  
  Again, we apologize for any inconvenience we have caused and hope to have the opportunity to restore your confidence in HereSpa. Your feedback is invaluable to us as we continuously strive to improve our services and customer experience.
  
  Warmest regards,
  
  ********
  HereSpa Care Team

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a mani/pedi scheduled through Herespa at our home January 2024. The individual who came immediately complained about how the pay for the job was insufficient and went on to say that Herespa did not pay her the prepaid tip that we submitted and that we should tip her again.Within four days of the treatment, the gel polish chipped off of most of my wife's nails. She is a stroke victim and has limited use of her hands so she did not put her hands through extreme or even normal use. I contacted Herespa and they stated that they only guarantee the polish for 48 hours. This is clearly inadequate and no one would pay for a treatment this poor especially when the polish was exposed to minimal contact after treatment. The service was clearly sub stabdard.

  

  Business response

  02/15/2024

  Dear ************,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for the experience you and your wife had with the mani/pedi service scheduled through HereSpa in January 2024. We strive for excellence and clearly did not meet those standards in your case.
  
  We have taken your feedback seriously and have since addressed and resolved the compensation issue directly with the vendor to ensure they are fairly compensated for their services, in hopes of preventing any future dissatisfaction related to service delivery.
  
  Regarding the quality of the polish and the duration of its wear, we understand your frustration. As outlined in our terms and conditions, which can be found at HereSpa Terms and Conditions, we offer a 48-hour quality guarantee from the time of service completion. This policy is in place to ensure prompt reporting and resolution of any service-related issues that *** arise immediately after a service is performed.
  
  We acknowledge that the report of the polish chipping was made beyond this 48-hour window, specifically on 1/29 for a service completed on 1/18. While we empathize with your situation, especially considering your wife's limited use of her hands, our policy aims to address concerns swiftly to ascertain and rectify any service failures or misunderstandings within a reasonable timeframe.
  
  While we regret that we are unable to offer a refund outside of the warranty period, we value your feedback as it provides us with an opportunity to review and potentially adjust our policies to better serve our customers. Your experience has been duly noted and will contribute to our ongoing efforts to improve service quality and customer satisfaction.
  
  Thank you again for reaching out with your concerns. We truly apologize for any inconvenience this situation *** have caused and hope to have the opportunity to better serve you in the future.
  
  Warm regards,

  HereSpa Customer Care

• Initial Complaint

  12/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid a lot of money for a 10:30am hair appointment on Tuesday December 20th and HereSpa was sneaky and changed the time to 5pm! This is totally unacceptable and not good business! What am I suppose to do when the holidays are here!!!! $300!!!!!!!!!!

  

  Business response

  12/18/2022

  Customer booked 3 services, one for *******, one for 1pm, and one for 3pm. She cancelled the 1pm, so we had to move the schedule so one hair stylist can come to do the services without having to leave for a few hours and come back. We also spoke and confirmed with the customer, the current schedule is 1pm and 3pm for the remaining 2 services since one was cancelled. We're happy to just cancel all of them if the customer is unhappy, however this should not be a complaint about our business practices.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ON DEC.5 2022 I CALLED TO MAKE AN IN HOME APPOINTMENT FOR A PEDICURE,ANDSET AN APPOINTMENT FOR DEC.8 2022.ON DEC7 2022 HERE-SPA CANCELLED AND RESCHEDULED FOR DEC.8 2022.ON DEC 11 2022 HERE-SPA CANCELLED AGAIN,AND IT WOULD BE ANOTHER WEEK AND HALF BEFORE THEY COULD GET TO **** HAVE ALREADY GIVEN THEM MY CREDIT CARD NUMBER .ALSO THE REPRESENTATIVE I SPOKE TO COULD NOT SPEAK GOOD ENGLISH GOOD ENOUGH TO UNDERSTAND HER.THIS SOUNDS LIKE THE SAME KIND OF RUN AROUND A PREVIOUS COMPLAINT WAS FILED BY **************** ON YOUR WEBSITE

  

  Business response

  12/20/2022

  The customer would like to withdraw and remove the complaint. Can you please let us or the customer know what steps need to be taken to remove it?

  Customer response

  12/20/2022

   
  Complaint: 18559624
  
  I am rejecting this response because:

  THEY PROMISED A REFUND TO MY CREDIT CARD ACCOUNT IN THE AMOUNT $109.87 DOLLARS,WHICH I HAVE NOT RECEIVED,AND ALSO A $100.00 GIFT CARD FROM AMAZON.

  WHICH I HAVE NOT RECEIVED,WHEN AND IF I RECEIVE BOTH ITEMS I WILL CONSIDER THE CLAIM COMPLETE.

  SO FAR I NOT RECEIVED ANYTHING AS OF. DECEMBER 20 2022
  
  Sincerely,
  
  *********************************

  

  Business response

  12/20/2022

  Sorry for the delay in your receipt. Can you please let us know if you still did not get both?

*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. ↩