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:09/07/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Horrible experience! I took my daughter and mother to get their nails done only for my daughters to look like absolute trash and them to refuse to paint mine and my moms even though we had a different nail tech after I asked them politely to redo my daughters nails because they looked terrible. They blamed it on her cuticles and made her feel pressured to say she liked them even though she was about to cry looking at them. They also were gaslighting her blaming her for not speaking up before they were done. She is 13. They wanted to charge me to take the polish off and polish them since it was gel. They charged me $230 for 2 pedicures 1 fill in that was never finished and two full sets even though they never finished mine because thats when they refused to fix my daughters without me paying extra. The ladys who did our pedicures did a great job but the nail techs are horrible! I had to pay $85 for us all to have our nails painted and my daughters fixed and repainted at another salon. She asked for white coffin shaped nails the shape was not correct and the paint was all over her cuticles. I would like a refund for the amount I paid the other salon to fix them.

  Business Response

  Date: 09/17/2024

  A total of 5-6 technicians worked on this family of three. The grandmother received a deluxe pedicure ($35) with gel polish ($15), a fill-in acrylic ($20), a cut down ($5), and nail repairs ($10). The mother received a deluxe pedicure ($35) with gel ($15), a full set of acrylics ($30), a shape ($5), and extensions ($5). The daughter received a full set of acrylics ($30), a shape ($5), extensions ($5), and gel polish ($15). Everyone's full sets and fill-ins were completed; gel polish is optional and costs an extra $15. The younger girl initially wanted a square shape (which would not have incurred an additional charge), but her mother persuaded her to choose a coffin shape, believing it would look better. After a technician finished polishing her nails, the younger girl was satisfied with the result. However, ***** minutes later, the mother aggressively complained, calling the work "absolute trash" and demanding that we fix it free of charge or she wouldn't pay for the services. The manager calmly asked the younger girl if she was unhappy with her gel polish, to which she responded that everything was okay. The mother continued to act aggressively and did not allow the daughter to speak for herself. The girl eventually cried and pleaded with her mother to stop, saying she liked her nails and that her mother was creating a scene and embarrassing her. We were willing to redo the gel polish, which would normally cost $15, for only $10. Since gel polish is a more durable, UV-cured version of regular polish, it needs to be drilled off completely to be redone. The mother was not charged for the additional gel polish for herself and the grandmother, only for the services that were completed. Our manager explained that if the mother was unhappy with the gel polish on her daughter, it made no sense to continue with the other two services, which might also be disliked. The mother acknowledged that "the ladies who did our pedicures did a great job," so it is unclear why our business would offer a refund after the work was complimented and completed. A refund is typically provided to customers dissatisfied with goods or services. We will not refund for a service completed and paid for at another salon. The only potentially refundable amount is the $15 for the gel polish that the younger girl said was satisfactory; nothing else is refundable.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22255292
  
  I am rejecting this response because:

  My daughter did not receive the coffin shape she asked for that can be seen in the photos. I had a different nail tech than the tech who painted my daughters nails and so did my mother so thats why we were going to let them continue to complete our services. I asked them to fix my daughters nails because my daughter was crying because of how bad her nails looked as seen in the photo I submitted. I never stated I would not pay I only asked them to fix them. When they told me they would charge me to fix her nails I told them I would not pay extra for them to be fixed. It was their job to fix them due to the horrible job they done on them in the first place. Like I stated in the first complaint I did not want a refund of the entire amount because the pedicures completed looked great. I only wanted a refund of the amount we had to pay to have our nails finished and fixed at the other salon because they refused to fix and finish them which was $85. The tips/extentions are included in the price of a full set $30 they also polish your nails for this price. We did not receive any polish but were still charged full price. How can a fill in cost the same as a full set? 

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/24/2024

  A total of 5-6 technicians worked on this family of three. The grandmother received a deluxe pedicure ($35) with gel polish ($15), a fill-in acrylic ($20), a cut down ($5), and nail repairs ($10). The mother received a deluxe pedicure ($35) with gel ($15), a full set of acrylics ($30), a shape ($5), and extensions ($5). The daughter received a full set of acrylics ($30), a shape ($5), extensions ($5), and gel polish ($15). Everyone's full sets and fill-ins were completed; gel polish is optional and costs an extra $15. The younger girl initially wanted a square shape (which would not have incurred an additional charge), but her mother persuaded her to choose a coffin shape, believing it would look better. After a technician finished polishing her nails, the younger girl was satisfied with the result. However, ***** minutes later, the mother aggressively complained, calling the work "absolute trash" and demanding that we fix it free of charge or she wouldn't pay for the services. The manager calmly asked the younger girl if she was unhappy with her gel polish, to which she responded that everything was okay. The mother continued to act aggressively and did not allow the daughter to speak for herself. The girl eventually cried and pleaded with her mother to stop, saying she liked her nails and that her mother was creating a scene and embarrassing her. We were willing to redo the gel polish, which would normally cost $15, for only $10. Since gel polish is a more durable, UV-cured version of regular polish, it needs to be drilled off completely to be redone. The mother was not charged for the additional gel polish for herself and the grandmother, only for the services that were completed. Our manager explained that if the mother was unhappy with the gel polish on her daughter, it made no sense to continue with the other two services, which might also be disliked. The mother acknowledged that "the ladies who did our pedicures did a great job," so it is unclear why our business would offer a refund after the work was complimented and completed. A refund is typically provided to customers dissatisfied with goods or services. We will not refund for a service completed and paid for at another salon. The only potentially refundable amount is the $15 for the gel polish that the younger girl said was satisfactory; nothing else is refundable.
  

  Upon reviewing the previous correspondence, it is clear that the pricing structure has been explained in detail. Additional charges for cut downs, shaping, and length have always been standard practice. If you had opted for a simple fill-in with regular color, the cost would have been $20. The additional enhancements requested by you and your family are the reason for the increased prices. Our pricing has remained consistent for over 15 years, and our regular customers are well aware of this. We will not be reimbursing the $85 spent at another establishment. Our technicians completed the services for which you paid. As previously mentioned, gel polish incurs an additional charge of $15 and is not included with any artificial nails provided at our salon. This will be our final response on the matter.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22255292
  
  I am rejecting this response because:

   

  you can see the poor quality of polish for my daughters nails in the photos. At a minimum I would request a refund for the polish removal from the other salon and new gel polish being fee applied which would still be more than the $15 refund you offered previously. I  requested your salon remove and have different tech fix it for her polish and you said you would charge extra to remove the horrible quality polish your tech applied and recharge to apply the new gel polish which I refused to pay extra for when it was not done correctly the first time. I should not have to pay extra for good quality. As you stated gel polish is only $15 more. That wouldve only had me paying $45 at the other salon for 3 gel polishes. The cost was $85 Because they had to remove her polish and shape our nails because they were not completed at your salon. Please refer to the photos.
  
  Sincerely,
  
  ****** ******