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:07/18/2023

  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.

  On July 7th, I sent my 15 year old daughter to Nail Garden salon for a fill on her acrylic nails. Ive been to this salon many times. The amount listed for a fill is $35 and up and the maximum shes ever paid is $61 with tip, for special paint, accessories, etc. She stayed at the salon alone, and when finished my boyfriend arrived and was told her nails cost $86. He tipped and gave them $100, not knowing the service price had been severely gauged and inflated. When I was notified, I went into the salon and asked for a breakdown in how they reached $86. The Man that did her nails was named **** and told me her full cost $45 for the work, an additional $15 for paint, another $10 for a painted colored tip, $1 for a file, and $10 for adornments This totaled $81. Not $86: when I asked why they charged her for paint when its part of the service for the fill, **** could not answer me and instead said he would return the $14 tip in cash. I declined, and asked for my entire service difference and an explanation as to why he took advantage of my minor daughter and charged her an extra $30 in service. He refused to answer, would not refund my service, and also confirmed he did not disclose prices to my daughter, before doing work on her nails. Both my boyfriend and I left, and agree this Business clearly took advantage of my daughter and discriminated against her because of her age; charging her an excessive amount over whats posted. I shared my experiences on social media and was met with numerous others that have experienced price gauging and no response. The owner also followed me out to my car asking that I not report them- which felt very uncomfortable. I was unable to dispute the charge with my bank, as this business specifically asked us to pay only in cash, as they prefer not claiming their tip money.

  Business Response

  Date: 07/21/2023

  Hi *****,
  Firstly, we sincerely apologize for the bad experience you had at our salon. We understand your discomfort, and we want to clarify that it was simply a misunderstanding.
  Let's discuss a little about the service for your daughter. We did explain the details when you came to the salon, but there might have been some miscommunication, especially since you were understandably upset at that time. Your daughter showed us a picture on her phone and wanted a design similar to that. She opted for gel paint on long nails, which costs $50. This includes $36 for the base service, $10 for the gel paint, and an additional $5 for the long nail. The total comes to $51, but we charged her only $50. Additionally, she wanted French tip curved design for $15. She wanted the design flowers on all 10 fingers for $20. Normally, we charge $5 for a single finger design, but since she wanted it on all 10 fingers, we reduced it to $2. We also charged $1 for filing. So the final total was $86. Our mistake was forgetting to explicitly discuss the price with her, as we assumed she was aware of our pricing. Since she had her nails done before, we thought she knew the charges. Moreover, we have price sheets displayed on the walls and tables throughout the salon. As you were leaving, we tried to catch up with you to check her nails and ensure **** had charged the right price, but unfortunately, we couldn't get your attention. So there is not to have any conversation about no report, contrary to what you mentioned.
  As a business, our primary goal is to ensure our customers' satisfaction. Since we failed to meet your expectations, we refunded the tip. However, we want to emphasize that we put a lot of effort and time into making sure her nails looked great, and we believe we provided a high-quality service. Offering a full refund would be a significant disadvantage for us, but if it means making you happy with our salon, we are willing to consider it.
  Please feel free to email us at ********************************* and we will do our best to address your concerns and ensure your satisfaction.

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20336433
  
  I am rejecting this response because:

  The business is being untruthful about the services provided to my child. Her nails are average length, she did not choose gel polish, she did not choose a curves French tip paint job, and as a customer of this business for many years, I can assure you, the business discriminated against my daughter because of her age. My boyfriend also had no idea of what services cost, and when he asked for verification, **** and the manager/owner refused to provide this to me. 
  

  The business is not out any substantial money and is boldly lying about the situation. I do find it unique that they provided such extensive details in pricing, yet didnt disclose them to the child they were providing nails to. A full refund is necessary, not an inconvenience to you. I will be pursuing age discrimination separately if this remains unresolved. 

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