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:06/11/2024

  Type:Customer Service 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.

  I came to the business for my first time on June 7th, 2024 towards the end of the day. I went there to get my nails done so i can look my best at my wedding on June 8th, 2024. I told the staff I wanted full set gel with french tip and on my ring finger I wanted one light blue strip on my ring fingers so it matched the colors for our wedding, light blue and and white. When a man in a black t shirt started working on my feet after my friend was half way done with her feet. She witness him hurt my toes because he was rushing. Never offered me anything to drink&refused to talk to me. She witnessed him not put anything gel on my toes expect the top coat finish polish, under it was regular polish. He was done with my toes before my friend got done with her feet. How did he do it faster when she got regular polish but I requested gel? Then a female wearing a white shirt did my nails. She refused to do square and made me wear 2 dark blue stripes on my nails because of these reasons she stated,"your hands are fat& tiny like a child. The light blue would look stupid when your ring is a dark blue.You will get almond shape nails." Afterwards, I tried telling the manager calmly I wasnt happy about the service. Then the guy in the black shirt yelled and mocked me in front of the manager. The woman in the white shirt was yelling gel, pinching& grabbing my toes nails and then tried wrapping her arm around me. I was so scared for going through being humiliated by the staff, I was physically assaulted on camera& was verbally assaulted. The manager yelled at me where I was scared so I called my soon to be Husband on June 8th of 2024. The manager continued to yell at me but wouldn't talk to my husband when he was trying to figure out the situation. I posted the video and picture of my toes with regular paint. Please help so this doesn't happen to anyone else. My toes nails chipped a few hours later so I didnt look my best, nor how I wanted to for my wedding. I would like a full refund.

  Customer Answer

  Date: 06/24/2024

  I called and confirmed the appointment with the wife of the general manager at 415pm 3 days after i had my nails done for my wedding. The wife was sweet and apologized for her husband and the 2 other employees behavior. I told her thank you and she said she would see me at 415pm, since Sunday they were closed, i showed up on Monday. I arrived at 417pm, due to having trouble finding a parking spot. I waited patiently and one of the girls that forced me to have pointy nails instead of square snapped at me while I was in line, "why are you here?!" I informed her calmly i have an appointment at 415pm. The female in white went and told the general manager I was yelling about my nails not having gel, which was a lie. The general manager got in my face and yelling at me. I instantly started recording due to being scared for my own safety. This man i have witness be cruel to his own wife in the salon, he has no problem with yelling and intimating females in the salon. He told me i was tresspassed because I wouldnt stop recording, but to be honest I was scared. His employees already put hands on me before, I see why now they are all comfortable with putting hands on customers. I told him if he doesnt fix my nails then i would like an apology for all him and employees have done to me and the money they owe me. $220. I had to call the police because the manager was scaring me. The police came and the general manager put on such a show and had me tresspassed. No one should pay to be verbally and physically assaulted before and after their wedding day. If you could help me get refunded, I would really appreciate it. Please and thank you! Have a blessed day! 
  

  Business Response

  Date: 07/02/2024

  Dear BBB and Valued Customers,

  I am writing to address the recent complaint made by Ms. Sarah ******* concerning her visit to our nail salon.

  Incident Details:
  Date: June 7, 2024
  Customers Involved: ***** ******* and her friend
  Service Provided: Nail services provided by four of our technicians

  Service Summary:
  After completing her nail services, Ms. ******* expressed dissatisfaction, claiming her toenails were not coated with gel polish. Our staff explained that her nails were indeed Gel polish and demonstrated that acetone removes regular polish but not gel. Despite offering to show this in practice, Ms. ******* declined both our staff's and her own attempt to test with acetone.
  Later, Ms. *******’s husband arrived and demanded a $15 refund. We informed him of our policy, which allows a redo within three days if the customer is dissatisfied, but we do not provide refunds. Another customer present at the time confirmed that Ms. *******'s claims were not accurate. We also have surveillance footage and several witnesses supporting our stance.
  Follow-Up Incident:

  Date: June 9, 2024
  Action Taken: Ms. ******* returned, seeking a full $200 refund, alleging incorrect use of gel polish. We reiterated our no-refund policy and again explained our position.
  Ms. ******* threatened to call the police if we did not refund her. We encouraged her to do so. The police arrived and took statements from our staff and other customers, who confirmed that her complaint was unfounded and disruptive. As a result, the police officers told Ms. ******* not to return to our salon due to her behavior and unauthorized video recording, which disturbed other customers.
  

  Conclusion:
  With the support of police officers and six customer witnesses, we stand by our service and policy. Ms. *******’s request for a $200 refund is baseless. Our goal is to provide excellent service, and we remain committed to addressing customer concerns fairly and respectfully.
  

  Thank you for understanding.

  Business Response

  Date: 07/02/2024

  Attached is our No Refund sign that is visibly posted on the wall at the front of the salon.