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:26/02/2024

  Type:Service or Repair 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.

  Took my mom for a milestone Bday cut & I got a pedi. She got the worst haircut of her life and-amazingly-I got the worst pedicure. I came out of my pedi and tried to cover for my shock when I saw her. She too was visibly unhappy. It was in the car that she said she asked for an inch off (a chin length layered bob) and she ended up with the WORST mangey sideburned choppy pixie cut I've ever seen (and she has fine hair). I wanted her to leave feeling nice but instead (imagine my guilt) she said it was the absolute worst hair cut of her life. As for my pedi, they didn't ask what kind when booking so was surprised when promptly told that shellac takes too long and there wasn't enough time. Choices were limited so I went no polish. It was rushed and performative. Quick soak, grainy lotion, 3 seconds per toe to disinterestedly and at arm's length push my cuticles (no trimming). Bit of a pumicing of heels (I needed grater at minimum), buff the two big toenails and some half hearted calf massage. I noticed she wasn't going to trim my nails either so I had to ask and she did...some. During the "wrapping up" calf massage, I even said don't worry about that, I'm here for the feet. The pictures are from later that day. The owner called after about a week to offer another cut for my mother and a cut for me (there is only one pedicurist). I said only a refund would be satisfactory, we've lost faith. He tried to convince me, he can't lose money, other customers are happy, this is standard, it's complicated with ****** etc I said I understand but it won't do, he suddenly lost his composure, said I can't demand my money or threaten bad reviews, seek other avenues. I suggested his reputation should be worth more than the $ he's "earned" from me. I said we can both agree what was done here is objectively bad and maybe it was a bad day. I don't know why it happened but it surely did. He said do what you want and he'll try and figure it out with ******.

  Business Response

  Date: 29/02/2024

  Hello,

  As I had indicated to the complainant it was in the interest of all concerned that the dispute was resolved to everybody's satisfaction.

  As is the normal procedure we offered a completely free of charge redo of the services or any other service of equivalent value. However, this was not acceptable to the complainant who wanted a refund of the full value of the service and tips which was $133. However, the problem with the refund was that out of $133 the majority of it ($100) was paid by ****** Gift Card. So in our last conversation I had told her to wait for a few days so that I can talk with ****** and find a solution to the matter. 

  Now I have found a resolution and we will pay her back the full amount. $100 will be paid to her as a ****** Gift Card (her method of payment) which will be emailed to her and the $33  could either be paid back to the card if she visits the store or sent as an etransfer whichever she prefers.

  Please let us know your thoughts so that we can proceed and settle the issue.

  Best Regards

  Customer Answer

  Date: 29/02/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21350224, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** **********