Complaints

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I visited this nail salon as a first time customer. While the staff are all pleasant, the work is unacceptable. I had an appointment at 12 noon, was seen promptly for a pedicure and manicure(dip powder). When I left the salon and got into my car(in the sunlight) I noticed the bubbles in my nails and lack of top coat on the outside of several nails. I immediately called back and was told to come back in and they would fix them. I had other business to attend to and returned at 3 pm. I was seen by another technician who worked on my nails for another 1:30 minutes. She kept having problems with the top coat running. When I left for the second time at almost 5 pm, my nails were still not properly done. I have been getting my nails done for over 15 years and never had an experience such as this. As I said, the staff are very pleasant but this is a business performing a service for money and that is what is unacceptable. They charged $123 for both a pedicure and manicure (dip powder). They should pay me for spending almost 4 hours and still not producing a professional product. The problem I would say is probably due to the fact that the owners, a man and woman, do not seem to do nails. I went to this salon because of the nail polish line and selection. If the owners are not nail technicians then they do not know what to look for in the quality of the services.

  Business response

  09/08/2023

  Good afternoon, Ms. *******************************

        We hope this message finds you well. We do highly appreciate your feedback. With respect to the nail appointment, all the fees were not just for the Dip Manicure aspect of the bill, so the $123.00 is inaccurate. You did have Dip / Gel on your hands and toes that needed to be removed. All our services are clearly displayed on the handbook & Website with prices included. As I do recall your services and the 2 calls / conversations we had over the phone and in person. Every time you walked out, you stated that everything was great. When you called back last time, I offered a discounted price for any future visits, but you were not pleased to hear that, you were not going to receive the full refund of $123.00 for additional services rendered. As to the Dip Manicure, I'm more than happy to refund the amount for the Dip Manicure, but I cannot refund the remainder of the services as the services were rendered. We look forward to hearing from you. FYI The owner is a Nail technician fully license. 

  Customer response

  09/12/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

  I would also like to respond to the owners response to my initial complaint.  I am aware of the costs/fees associated with your services.  I paid in full before I left the first time.  Both instances when I left and called back were because I saw the lack of top coat (the first time) and the bubbles and pooling in the top coat (the second time) and only when I could see my nails in the sunlight. ****** was the second technician who worked on my nails and she stared before she worked on them for another hour, that they should have been finished better. She also stated, after sanding down my nails again and dipping them in powder again, that the top coat was running and pooling.  I have since been advised by other nail salons that the pooling was because the ** LED gel nail light was not used.  ****** turned on a small fan and painted it at my nails to dry the top coat  

  Neither of these issues that I called back twice about was noticeable in the lighting inside.  As I stated earlier it was only in the sunlight when these issues could be seen.  Therefore, when I left I would have thought everything was okay.  After spending a total of almost 5 hours trying to get my nails done, I and most customers would think my nails would have been perfect!  Unfortunately they were not and over the next two weeks the dip powder cracked beneath the top coat and looked terrible.  
  

  I accept your offer to reimburse the cost of the dip manicure only because it is not about the monetary loss for me.  My hope is that you will improve your technicians skill set so that other customers will have a better experience and your business will thrive.

  
  Regards,
  
  *******************************
  
  
  

  
  

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