Complaints

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• Initial Complaint

  Date:16/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  To make long story short, I book and appointment 3 weeks ago to get my nails and toes done with a friend. Immediately upon entering I noticed the place was very dirty, and there were customers sitting in pedicure chairs waiting for a while. My friend and I were sat down right away and they started trying to do both our nails and toes VERY rushed all at the same time. in this haste, the lady (who I believe may be the owner but I'm not sure) dropped nail glue all over the floor. She grabbed my purse and threw into the pedi chair next to me and refused to give it to me when I asked to see if there was glue all over it and she told me "it was fine" I then noticed my brand new Ugg slippers had glue all over the one. She tried to hide them from me and when I noticed she told me that it was just the design of the shoe. She tried to stick them into the pedi tub with my feet still in there to "clean them". I very quietly refused her offer of cheap sandals (as it was winter) and she started to yell and cry and make a huge scene about how she's not paying for my Uggs and that if she did give me money that I had to leave those ones there (which were the shoes I walked in with). She told me she didn't want to pay for both because she only ruined one. After I started to tear up because I was anxious and frustrated, She immediately stopped my appointment, told me not to pay and to leave and never come back. I felt very embarressed and I was more upset about how she acted than I was about my brand new Uggs. Very VERY poor customer service and I ended up paying way more on my new Uggs than the services were even worth.

  Business Response

  Date: 07/03/2024

  The customer came in with her friend to get a full set of dip powder nails and shellac pedicure.  Customers normally need to wait at the front sitting area before they are asked to have a seat at either the tables or massage chairs. There is a sign next to the front door that reads: "Please be advised that Renfrew Nails and Spa is not responsible for loss or damage of personal items left unattended on the premises. We encourage you to keep your belongings secure and under supervision at all times. Thank you for your understanding."  AND another sign at the front desk that reads: "Please remove your outdoor shoes/ boots. Thank you."
  We quickly sat her at the massage chairs so we could get started on her pedicure and nails at the same time. We understood she had an appointment so we didn't want to keep her waiting.
  A technician started working on her pedicure, I worked on her nails. A transparent glue is used on dipped nails. As I started working on her nails I accidentally dropped the glue bottle on the floor. In a rush to clean it up, I put her purse on the next chair next to hers and moved her shoes aside. The customer asked me if I got glue on her shoes, I took a second look and said it looked fine as I thought it was part of the design.  She started to get really angry and insisted that it was in fact glue. I touched the line and realized it was glue. My instinct was to rub it off with water and a paper towel. She did not want me to touch her shoes. I apologized and  I asked her if she knew a place where she could get it cleaned, and she didn't. She became increasingly upset. I said I would continue to finish the service and we would figure out a solution. I felt bad that this happened. I offered to compensate her for the cost of her pedicure. She refused, so I offered to compensate for the cost of her dip nails. She started to make a scene and said that wasn't enough to make up for her shoes. She wanted me to pay for her Uggs. The salon was very busy that day, I wanted her to stop crying so I gave her another option; if she brings me a receipt for the new shoes I will rembruise her the cost. But she immediately rejected the idea. She wanted me to give her the money for the shoes right there and then. She continued to get upset. When we finished both of her services, I offered not to charge her at all; a value of $122.04. We both agreed she wouldn't pay for both services.  On her way out she made another scene and yelled at a customer that they shouldn't come to this salon, which I found to be rude since we already agreed on a solution. I'm happy to share with anyone what really happened that day. 
  
  It's unfortunate there was a miscommunication, when she left. I thought this had been resolved, that she was ok with the arrangement. I am happy to rembruise the customer for a new pair of Uggs shoes, same as the one she had. However, I feel it's only fair that she pays us for her services for that day. 
  
  Regards, 
  Diem
  

  
  

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21149604
  
  I am rejecting this response because:
  It was not factual. I was not rude nor reactive. I actually whispered to my friend that they were just shoes and i started to tear up because never in my life have I been able to afford a pair of uggs. The technician was the one who was yelling and getting other customers involved so they would believe her story over mine, as I sat there embarrassed and upset. She yelled atcme as I walked out the door to NEVER COME BACK and she carried on even after I was out of the building. I never once yelled or said anything mean or rude.

  I understand mistakes happen, but take ownership for your own behavior. Honestly is free. 

  Dont worry about paying for da my Uggs, obviously im in a better place financially to afford your mistakes. 
  Sincerely,
  *****************************