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:08/29/2024

  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.

  I wanted an American version of French manicure. The lady keep pushing for the regular french manicure, she said my way would not look good. She made such as big deal about it that the whole place was looking at me. Her manager gave her the polish she needed to use yet she still complaining about No color, then another customer came over to ask me to see my ********************. I explained I am a nurse and cant have bright colors. My manicure turned out great but I still got attitude when I went to pay. The guys said next time you get French. Why? I love the American version better. I dont understand why I was treated so poorly. I didnt yell or raise a fit. I just said I want the lighter white on the tips. Why did you people treat me so terrible when Im supposed to enjoy my nail experience? Nails done 8/27/2024

  Business Response

  Date: 09/18/2024

  Dear BBB,
  
  I remember this event. The customer had a pedicure and manicure done. Her pedicure was fine; for her manicure, she wanted an American manicure for her nails, the style which has very light color at the tip of  nails and is quite different than French manicure, which the tip of nails are white. Nowadays in ********, most of times, clients go with French manicure. 
  
  Like any other service jobs, it is normal for us to give clients our professional recommendation about service, such as  color , length, shape of nails...; sometimes we simply share with the client our personal thought about color, length, shape. When it comes to an American and French manicure, if a client tells me that she wants American manicure, I always have a brief consultation with her to make sure that she knows the difference between the two types and to give her my professional opinion about the application of the two. When clients know what they want and insist American manicure, then we do an American manicure. Many times, clients agree with me and take my recommendation, then after having a French manicure, they thank me for advice because it looks as they wanted.
  
  On that day, the technician tried to explain to the client the difference between the two types and that French manicure is more popular and has more vibrant look. She was trying to recommend the client what she thought has a better look , but her explanation might have not be clear enough for the client understand what she said so that might make the client confused. As a manager and an experience nail technician, when hearing the conversation between the technician and the client I understood  that the client wanted an American manicure, I came to explain to the technician to do exactly what the client wanted. I did not want the technician to feel that I forced her to do an American manicure, I had to choose words carefully to so our conversation was short. I apologized to the client and assured her that she would get American manicure as she wanted. Since we always strive to treat clients professionally, nicely, and give every client the best service we can do so when the technician understood that the client wanted American manicure, she satisfied the client with a nice manicure job on nails, gave the client exactly what she wanted. 
  
  When checking out, I want to ease any confusion or frustration might had been resulted from the event, I made fun about the French manicure, then the client told me why she wanted French, I quickly knew that my making fun was not working as I intended, so I apologized and briefly explained to her about what happened to show her our professionalism, friendliness and willingness to accommodate client needs. Then there were no disputes, the client seemed to understand and accept my explanation and paid for service as normal. I thought by that time, everything was okay, the client got what she wanted, her nails look great and all confusion was cleared.
  
  Now, I know that there are still some misunderstandings from the client about what happened.  For that  reason, I would like to sincerely apologize again to the client and I am willing to work with the client to clear out any frustration or confusion remaining, and find a resolution to help the client feel better and understand us.
  
  Sincerely,
  
  ***** ******/Manager                                            Business phone ************

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22208195
  
  I am rejecting this response because: this is not what happened.  No explanation was given.  I knew exactly what I wanted.  Light white on the tips instead of bright white.  The nail tech expressed much frustration with performing the manicure.  She at one time pulled and yanked my hand in frustration.  It was to a point that another customer came to me to inquire what I was asking for.  It was embarrassing for me.  I am a quiet person.  The nail technician never spoke to me and when the time of payment.  I was told next time you do French.  As a way to tell me that they would not want to service me again. I am too embarrassed by the way I was treated. I wanted my pedicure American too but I was refused and to just stop frustrating the nail technician I told her fine French, but I want my manicure American. 
  Making jokes and getting other customers to look at me is unprofessional.  You should not treat people poorly for what style or color nails they prefer.  I service people too as a nurse.  Your actions and treatment go against customer service responsibilities.  Your nail tech was very rude.  
  I work very hard at my job and getting manicure/ pedicure should be a treat for me and a relaxing event.  Instead it stressed me out, therefore I refuse to ever go back.  
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 09/27/2024

  That was my sincere explanation about what happened and nature of it and the client still dissatisfied and upset. It seems to me that it is authentic emotion from the client. For that reason, I apologize again and am willing to work with the client for the way to refund of the service she dissatisfied and thanks for her feedback that may help us to improve our service.
  
  Please to understand that the problem originated from the communication that was not very good, efficient enough that upset the client. What the technician tried to do was to explain is that French manicure had better look and more popular than American manicure. Just considering that French manicure is done with white color, it is easy to show defection if not done carefully and properly, it is much harder and take  longer time to do a nice French manicure than to do a  nice American manicure, so there should be a reason that technicians prefer client to get French, the more difficult product.
  
  For the bad fun about French next time. As we always want to maintain a close and friend relationship with clients, it is normal for us to making a joke and having fun with them.  If the client had been with us more, she would have understood that it was simply our way to ease and clear any frustration for her to come back. But that did not work as I wanted so I learnt from that and I will make proper joke with clients to show our friendliness without misunderstanding harming/compromising our professionalism.
  
  Best wishes to her and I hope we can leave this behind.
  
  Sincerely.
  
  
  

  Customer Answer

  Date: 10/01/2024

   
  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 me.
  
  Sincerely,
  
  ********* *******