Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:26/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5/2024, I had an appointment for a manicure and pedicure, as I was going on holiday to ****** July 6/2024 for 11 days. The cost of this was $80 plus taxes, this was for a gel polish on hands and feet. Within 3 days of being on holiday all the polish on my left foot had come off. Within a week all the gel polish on both hands were gone. And my fingernails were in a deplorable mess. Some of my nails were broken off half way down. On July 18/2024 I when I returned from holiday I phoned the salon to tell them what had transpired. They told me to come into the salon. I went into the salon on July 25/2024. I spoke to one of the girls named, ****, she offered to put on false nails as mine were broken way down. I said no thank you as the condition of my nails really bad. I asked her to give me something in writing that I could come back when my nails had regrown and in better condition for a mani/pedicure. But she refused. She wanted to work on my nails right away, I told her look at my nails, theyre in no condition to be treated again. Then she informed me that I should have returned within a week for any problems. I told her I was away on holiday for nearly two weeks so that was impossible. I asked for a refund and they refused. Or even compensated for a manicure and pedicure in the future, but she wouldnt give me anything in writing.

  Business Response

  Date: 05/08/2024

   First of all, we confirm that this client booked her appointment for gel manicure and pedicure on July 5,2024
   On July 25,2024, for her complaint, we have given her a couple of offers: 
  1. A free fix including:
  -  Applying Nail Envy (nail strengthener) product on her ripped and damaged nails.
  OR
  -  A free mani with a re-painting of gel colour.
  -  An overlay of acrylic on her natural nails to help and protect the weak and damaged nails caused by improper nail take-off (i.e. Diy nail take off)
  2. A 20% discount on her next gel manicure and pedicure.
  
   This client has refused all of our offers. For a more detailed discription of the situation, please read the below report:
  
   On July 18, 2024, we received a complaint from this client via phone saying that the Gel polish on both of her manicure and pedicure had peeled off within 2 to 3 days. We offered to fix the polish on both of her manicure and pedicure if she is willing to come back to our salon and allows us to check on the condition of her ruined nails. The fix would be free of charge though it had passed the warranty of our salon policy : Nail fix free of charge within 7 days . This client had agreed and accepted offer from us.
  
   On July 25, 2024, this client came into our salon with a change in mind, insisting a full refund from us. She strongly refused us to fix her nails , saying that she wanted to give her nails a break from nail services. Our technician came to examine the condition of her nails: All ripped nails with "torn and bleeding cuticles ". an indication of improper nail take-off of gel nail polish by oneself at home.
  
   When we refused to give this client a full refund, she screamed out another local nail salon and talked about their good services if as to advertise this local nail salon to all of our clients who were present at the time. And that the gel polish from this local salon would last be on her nails for one year! She again and again loudly mentioned how our gel polish had peeled within 2 to 3 days for all of our clients to hear as to ruin our salon reputation.
  
   When we asked her to provide us with pictures of the peeled gel polish on her hands and feet as proofs, none was provided. Her excuse was that she was away on her vacation to ******. Because of her away for the trip, she could not contact us for a complaint or come back to the salon in the 2 to 3 days time frame.
  
   After we refused to refund, she insisted that we have to give her a free gel manicure and pedicure on her next visit with us, to compensate for the previous gel manicure and pedicure and she warned us that if we do not fulfill her request, she would report us and bring us to court. We responded to this request of her with the last and final offer of a 20% discount on her next visit. Yet, she suggested another solution that we must give her at least a 50% discount and she would settle.
  
   For each of our services, 20% of the service is the product cost, the remaining 80% of the service is the labour cost. Labour cost includes: Soaking feet / hands, cutting nails, trimming cuticles , removing calluses, sugar scrubbing, long massaging with added services of hot stone massage and warm towel wrap.
  
   Asking for a refund or a 50% discount without any provided proofs is unfair to us. If this client has provided us with picture of her peeled nails within a 2 to 3 days time frame , we would compensate her a 50% discount on her next visit to the salon. This client did not want to accept any of our offers and left our salon with warning of putting a claim on us and giving bad reviews about our services. 
  
  Later in the day, this client phoned back to our salon and pressured one of our technicians to give her the name of the spoke technician. Some hours later, she went on social media to attack both, our salon and this spoke technician with bad reviews as to ruin our reputation.
  May the Almighty God bless her !

  Customer Answer

  Date: 12/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to An overlay of acrylic on her natural nails to help and protect the weak and damaged nails  
  Sincerely,
  
  ***************************