Complaints

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• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair 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 6/16/23, I went to Modish Nail Spa for a pedicure and manicure and left with an awful service, injuries and insulted. The charge to my card was $108. I had ***** and she did my pedicure with the wrong color but I’m not picky about my toes so I didn’t complain and then she did my nails and that’s where everything went wrong. She was getting impatient and ******* me to pick a color— huffing and puffing and rushing me, even snatching the swatches from my hand. And then she continued to cut me and kept filing my skin by my nails when I told her it hurt. It physically hurts to wash my hands right now. ***** gave my cousin the wrong nail shape on her natural nails and now her nails are shorter than what she wanted. Her nails were clumpy and dented and she wasn't given enough time for it to dry because we were being rushed out so it smeared. AND on top of that, ***** and ***** were speaking ********** to each other and my cousin understands and speaks ********** and she said that they were talking **** about us and making racist remarks about black people (saying words equivalent to the **word in **********) That is NOT ok! Today, we came into get it fixed and had an appt to do so and we had to wait over 20 mins until I walked up to them and asked what is happening. The woman at the front desk gave me attitude from the get-go and I knew they were going to give me trouble. She said that the woman who messed up my cousins nails could fix it. We requested a new person and they said she would have to pay again. I had to argue with them to fix their mess up free of charge because we already paid yesterday and it was their fault. I requested to speak to the manager, and I explained everything that happened and she continued to make excuses for her racist and ignorant employees and talked in circles. She refused to hear us out and made an excuse for every single thing and I did not hear an apology once.

  Business Response

  Date: 10/26/2023

  My response to *** ******’s comments are below:

  Concerns:

  1. “She was getting impatient and rushing me to pick a color— huffing and puffing and rushing me, even snatching the swatches from my hand. And then she continued to cut me and kept filing my skin by my nails when I told her it hurt. It physically hurts to wash my hands right now”

  Answer:       Apologies if you felt rushed.  Although some technicians may be abrupt, they should always provide quality customer service.  If there were cuts or complaints, they were never mentioned to *****, when asked, at the time of checkout.    

   

  2. “***** gave my cousin the wrong nail shape on her natural nails and now her nails are shorter than what she wanted. Her nails were clumpy and dented and she wasn’t given enough time for it to dry because we were being rushed out so it smeared.”

  Answer:       Technician stated that the cousin did not complain about her nail shape. If color smeared, it was because they did not wait the appropriate amount of time under the dryer.  The dryer has automatic timer so no-one is rushed.

   

  3. “***** and ***** were speaking ********** to each other and my cousin understands and speaks ********** and she said that they were talking **** about us and making racist remarks about black people (saying words equivalent to the N-word in **********)”

  Answer:      Number 1 – There is no equivalent to that defamatory N-word in Vietnamese.  That is despicable. 

  Number 2 – Her cousin DOES NOT speak **********.  Her cousin is dating an Asian person, whom Jennifer (our manager), contacted directly. The boyfriend stated that his girlfriend the “cousin” does not speak nor understand the language but thinks she may have heard some terminology that was equivalent to “Black”.   

  Number 3 – Our staff, technicians, front desk and managers are from all races.  We do NOT discriminate on race, color, sex, religion or anything else.  Our main contacts at Modish are our manager, ******** who is ********* and ***** who is ******* American.

                                             Number 4 - The fact that *** ****** has smeared our reputation with false accusations is defamatory and cause for legal action.

   

  4. “The woman at the front desk gave me attitude from the get-go and I knew they were going to give me trouble.”

  Answer:      ***** did not give “attitude”.  She questioned why they did not say anything the day before when she asked about their service at check out.

   

  5. “we came into get it fixed and had an appt to do so and we had to wait over 20 mins until I walked up to them and asked what is happening”

  Answer:      ******** was finishing up with a client and had wanted to speak with *** ****** directly. 

   

  6. “We requested a new person and they said she would have to pay again. I had to argue with them to fix their mess up free of charge because we already paid yesterday and it was their fault.”

  Answer:      Our process is to have the same technicians address color issues or complaints.  See #7.

   

  7. “I requested to speak to the manager, and I explained everything that happened and she continued to make excuses for her racist and ignorant employees and talked in circles. She refused to hear us out and made an excuse for every single thing and I did not hear an apology once.”

  Answer:      ******** spoke with *** ****** and ascertained that:          

  1. The cousin does not speak nor understand ********** and was making false accusations. There were NO racist nor ignorant employees and no apology warranted from our employees.
  2. They did not wait the appropriate amount of time under the dryer.  Although this is a consumer mistake, Jennifer acted in good faith and had another technician re-do the cousin’s nails free of charge.  

  Customer Answer

  Date: 10/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My cousin does indeed speak ********** and wasn't given the chance to respond to the manager because the manager was so aggressive and denied everything and constantly talked over us to the point where my cousin ran out of the store crying because she’s never been talked down to like that.

  The establishment condones racism and those employees are racist which makes no sense since majority of their clientele is *****. 
  

  I posted this situation on the neighborhood ******** page and so many people came forward with similar stories (over 50 people)!!!

  We tried to amend the issue professionally with the company but they have all unequipped and rude employees on deck.

  So no, I’m not accepting this response. At all. 

  Regards,
  
  
  
  ******* ******