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:11/18/2024

  Type:Product 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.

  On 11/17/24, at 4:00 PM, my daughter visited Beauty Nails near Preston and Mud Lane for a basic pedicure and gel manicure, paying $102.75. While her pedicure was acceptable, her gel pedicure with black french tips was poorly done and looked unprofessional. The black gel polish appeared as though it was applied with only one thin coat - grayish and transparent instead of the expected opaque black. During the appointment, constructive feedback was given to the nail technician, asking for corrections multiple times. At one point, she even suggested switching to solid black polish since the French tip seemed to be a challenge for him. His response was, “That will be extra money" and he was not pleasant with her during the nail experience.
  
  Upset with the outcome, my daughter called me. I arrived at the salon after seeing her nails just before their posted closing time of 5:00 PM—we got there at 4:56 PM—the doors were already locked. We could see staff inside, so we called. They answered but said they had “shut everything down for the day.” When we asked about addressing the issue, they told us my daughter could return on Tuesday, stating that the technician “spent a long time on her nails.” I explained that while he may have spent time, the result was far from acceptable.
  
  I informed them that my daughter, a military service member and student at the University of Kentucky, has a tight schedule and couldn’t return, as she was leaving Louisville that same day. I requested a refund due to the poor quality of service, but they refused.
  
  After this experience, I looked up reviews for this business on Yelp and Facebook and found excessive complaints from other patrons describing similar outcomes, including poor service and unprofessional behavior. This pattern is completely unacceptable.
  
  I am formally requesting a refund for the $51.38 which is a half priced refund charged for this service due to its poor quality and the lack of professionalism demonstrated by the staff.

  Business Response

  Date: 12/04/2024

  My name is *** **, and I am the manager of Beauty Nails and Spa. I am writing in response to a complaint filed by ***** regarding her daughter’s visit to our salon on November 17, 2024. I would like to provide clarification and share the steps we took to address the situation.
  
  ******* daughter came to our salon for a pedicure and gel manicure with black French tips. During the service, our technician worked to accommodate her feedback and ensure she was satisfied with the final result. Before leaving the salon, her daughter expressed satisfaction with her nails. However, it was only later, after leaving the salon, that she called ***** to complain about her dissatisfaction with the service.
  
  On that day, our salon officially closed at 5:00 PM, but we began shutting down operations at 4:45 PM to clean and prepare to leave on time. At 4:56 PM, after our doors were locked and our staff had begun finalizing their duties, someone attempted to re-enter the salon. Though we were unable to accommodate them at that time, we promptly addressed the issue.
  
  On November 26, I personally called ***** to offer her daughter to return to the salon for a complimentary redo of her nails. This was a gesture of goodwill, as we genuinely wanted to resolve the situation and ensure her satisfaction. However, instead of taking us up on this offer, ***** left a negative review about our business online.
  
  We make every effort to comply with our customers' needs and address their concerns in a professional and respectful manner. By offering to redo the service for free, we believe we acted fairly and provided a reasonable resolution. Based on these efforts, the initial satisfaction expressed by her daughter, and the refusal of our offer for correction, we respectfully decline the request for a refund.