Complaints

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• Initial Complaint

  Date:07/28/2024

  Type:Sales and Advertising 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 here to get my nails done for my anniversary. I showed my reference photo and I was told it could be done. Multiple nails started cracking in the first few days. I got the set done on July 16 and by the next Tuesday I had my first nail break off. Then I had my next nail break Wednesday which was the day of my anniversary. I had paid $80 in cash for this set that barely lasted me a week. Once the second nail broke on my anniversary, I called the salon. I didnt receive any apologies or any form of sympathy. I got an appointment which I left because they were unprofessional, rude and still didnt provide any apology, refund, or any type of solution. I spent hours of my day yesterday removing the acrylic from my nails because they were already cracked and going to break. My real nails are so painful, damaged and brittle. I soaked my nails in acetone to remove the acrylic to prevent further damage. Im not sure his name but the man in this place did my nails. He had been so rough with my hands that I was in pain the entire time. Instead of allowing my acrylic nails to soak in acetone and prevent from damaging my real nails as much as possible, he had ripped off every single acrylic nail. This was very painful. He kept squeezing/twisting my fingers tightly. I would move to get more comfy and attempt to lessen the pain I was in, due to the position he wanted me to sit in, he would complain that I needed to move back. I didnt even get the design close to what I wanted. The man had told me that the hearts I wanted wouldnt work because my nails werent long enough. Then said that he would try something else. I got ugly lines and was told that this is more for the season and hearts are more for Valentines Day. I wanted hearts, an initial and two line designs. I told him what I wanted and he said he could do it. Then instead of doing what I have seen many other nails techs do which is adjust the design for the size of the nail the person wants.

  Business Response

  Date: 08/21/2024

  Dear *******

  I had received a phone call from this customer. She said she had 2 broken ******************** 8 days after the service was provided and she wasnt happy about it. The customer never mentioned anything about pain during the service or about her dissatisfaction with the design at the time of her appointment.   If she had said something at the time it could have been remedied then and there.  I asked her to schedule an appointment so I could take a look and fix it for her.  The appointment she booked to have it fixed was 2 full weeks after the date in question, so I told her she will need a refill just based on the fact that it has been two weeks.  I was just going to charge her for a refill and fix her nails for free, but she never showed up for her appointment.  The reason why I did not apologize to her is because Im not responsible for what she does at home that would cause a broken nail.  It doesnt just break by itself.  Again, she never mentioned anything about the pain or dissatisfaction with the service on the date in question.  I always try my best to please everyone before they walk out of the door.  But if you never say anything, we assume youre happy with it.  I have a valid reason to say; no refund.  
  

  Sincerely,

  Sihou Lay - Owner & Manager

  Customer Answer

  Date: 09/09/2024

  I believe the matter is unresolved because I have not received a refund for the money I had spent to get my nails done. Before the nail technician even began on my nails, I asked if the design I wanted could be done and I was told yes that it could be done. I also had my nails done previously by the same nail technician and the nails lasted for the time that you would expect them to which is about a month and even longer. I had called on my anniversary to complain about the experience and the state of my nails. The person not once offered an apology or sympathy for the pain I experienced or for treatment I received. I fully expected my nails to be fixed without having to pay anything further due to the fact that most of my nails broke within days. I have never had my nails break so quickly nor do I perform any form of intensive labor with my hands to cause my nails to break so it wasnt my negligence. I am demanding a full refund due to the inadequate treatment I received, the damage that had occurred to my actual nails, and for using my hard earned money for a service that is supposed to last weeks that barely lasted me days. I have done my nails professionally since I was a young child and I have always had my nails last at least a month. Acrylic nails are supposed to last 6 to 8 weeks and are filled in every couple of weeks depending on nail growth and the condition of the nails. It has been almost 8 weeks since Best Nails had done my full set and my actual nails are still recovering. They are still damaged and continue to break quickly. They are not growing evenly. I have not been able to professionally get my nails done because I am afraid to damage my nails further. Im not wealthy and I wanted my nails done a specific way for my anniversary. I paid money for a service and the service I was provided was rushed and unsatisfactory. Due to the nail technician ripping off my previous full set and restarting a new full set, I am now left with damaged nails that arent growing evenly and Ive never had that problem. I did let the nail technician know and I was not given an apology nor did the person become more light handed. I kept being squeezed and turned the entire time which added to the pain. I need help to get my money back and I never want to step foot in that establishment because they do not know how to take their time and to treat someone who is paying for a service with kindness and respect. It doesnt matter that Best Nails refuses to take accountability for what they did but I need my hard earned money back. If I knew that my money would have been wasted then I would have spent it on bills. I am not rich and they have no right to treat anyone like this. I let them know my experience and not once did they apologize or give any sympathy. They didnt even offer a refund when I stated I would leave the establishment if they wouldnt fix my nails at the scheduled appointment time THEY had given me. They didnt offer any form of resolution. They dont care because its not their money but I work everyday for my money and I have a roof above my head, a car, a long time partner, a dog, family, and bills I take care of. If I pay for a service, I expect to get what I paid and asked for.

  Business Response

  Date: 09/16/2024

  I had personally planned on fixing her nails for free at her next appointment, but she did not show for the appointment and didnt call to cancel or let the shop know.  We could have booked someone else in that time slot, but instead it was a loss for the shop and another customer.  There is no refund for the services on that date.  If she wants to pay for the missed appointment then we can refund the service in question and call it even.  I feel bad for what happened, but she didnt tell anyone she was unhappy in the shop or we would have fixed it then and there before she left.  Again, I was willing to fix it for her for free, but she never showed up to the appointment that she herself scheduled.

  Customer Answer

  Date: 09/26/2024

  They definitely were not planning on fixing my nails for free. They said  that it was going to be a refill due to it being a few days over a week. Theyre saying I didnt show up but I did. Theyre completely lying. I showed up and they did not do my nails at the time they had scheduled to fix my nails at. They wanted me to wait and I wasnt dealing with that especially when I was already ignored when I first walked in. I requested a different time and Best Nails told me to show up at 12pm on July 27. I had showed up at 12pm on July 27 and was ignored for almost 10 minutes before being talked to. I was immediately angered by this. I let the woman who eventually spoke to me know why I was there and she asked me to pick a color for my nails. While my back was turned, I overheard the same woman say to another customer that I was over 5 minutes late when I was not. That was extremely unprofessional and disrespectful. There was another customer that walked in while I waited to be talked to when I initially walked in and that customer was instantly spoken to. I was not looked at a single time or spoken a single word to initially. Not even a hello. It was not until I was asked to wait 25 to 30 minutes until I would be helped, that I was fed up. I told the woman if they werent going to fix my nails during the time they scheduled me for then I would leave because I was fed up with their discrimination. Everyone else being attended in this nail salon were White women and I am not. I dont know if they took this as a reason to treat me as less than but thats what it felt like. They are lying when theyre saying I didnt show up. They gave me the time and I showed up for that time. They did not want to provide service to me at the time they scheduled for. They werent sorry because I even asked for a resolution before leaving and not once in that time did I get an apology or an offer for a refund. No one had to wait to get their nails done because all the White women had been called to get their services before me. All of them were spoken to as soon as they walked in. I dont deserve for a discriminatory and disrespectful shop to keep my money when I never received the service and the quality I should have received. If I never had a good experience that would be different but as I mentioned before, I had my nails done there by the same person and my nails lasted more than a month. I demand my money back. I also included the photo of my call log showing the Best Nails phone number on July 24th being called which was my anniversary when I called panicking about more nails breaking asking if they could help me.