Complaints

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• Initial Complaint

  Date:01/09/2023

  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.

  Nov.15, ***************** to get a manicure and pedicure and asked for shellac coating, I was charged $95 as shellac was $55 extra for this service. On November 16, I flew out of the country to ****** on vacation. On about the 3rd day I noticed the polish was peeling which should not happen with shellac, so I took photos. Upon my return to *******, I contacted Nail Pro to speak with a manager because they didn't give me the service I paid for. ***** claimed no manager was available and for me to come by the next day which was November 28,2022. Neither Tytus nor the manager was there and the person there refused to do the service so I filed a claim with my bank and attached pictures. After several weeks the bank said they (Nail Pro) refused to work with them and return the difference and I should try again with the manager. On January 7, 2023 after I received the final report from my bank, I stopped by and ****** who said she is the manager refused to look at the photos and that they don't cheat the customer. I told her I just wanted them to complete the service I paid for or refund the difference and she refused. I asked for the owner's contact info and she refused to give that as well. She said if I had come back after 2-3 days they would have fixed it, I told her that was impossible because I was in another country on vacation and I contacted them as soon as I return to the US. Nothing was resolved!

  Business Response

  Date: 01/18/2023

  Thank you for choosing Nail Pro in the first place! First of all, we are sorry that your shellac polish peeled off after 3 days and they should not peel off that fast (Given that only Shellac Polish peels off and no other kind of polish/color does, which whoever gets their nails done a lot would know). 

   

  Secondly, our policies do say that we are required to fix shellac polish for customers if they peel off after 4 days or less so everything could have been solved easily if you were able to come back in to the shop, which you could not. However, you did take a picture of the time it started to happen along side with calling in to speak to us on the phone on the 27th of Nov and let us know what happened which proves enough that it started to happen in the policies time frame and that we have to fix the problem for you if you come in the next day. 

   

  Our employee, who answered your phone call did let everybody in the shop know about what happened in order for EVERY technician to be awaiting for you to come in and fix it for you. However, we stayed awaiting for a whole week and even mentioned about it the second week after the phone call wondering why no one came after all. We are really sorry to hear that you come THE NEXT DAY after the phone call and received no help but as honest as we can be, we never saw you nor any other customer come in to have their service fixed that same week! You never said who you talked to on that day that refused to help you so it is even harder to verified what happened that day like you said.

   

  Like I said, we were awaiting for a long time after the phone call for you to come in so we can work the problem out and not until a little after early January that you came, which was already almost 2 months since the service and around 1 month and a half since the phone call. I hope you'll understand but coming back after 2 months since the service day and ask for a refund/**** left us with no room to resolve the problem. We are willing to fix our problem in the policies time frame and rational circumstances but if every customer comes back after some months and ask for a refund/redo, we really dont think we can even keep our business alive.

   

  We really hope you read it through and understand that we did wanted to work it out but many details are unable to be verified and the time frame condition was not met. We do wish you the best and again, sorry for what happened to you and sorry that it is out of our capability to fix it with the condition of this case!

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18703861
  
  I am rejecting this response because I did come to the store the next day and the manager was not there and the guy that was did not service me so I filed for a charge back with my bank. Thats why so much time passed. Your company was unwilling to work with them as well! 
  

  Gel style nails DO NOT PEEL OFF! You defrauded me by applying regular nail polish. 
  

  At this point I am demanding a refund of the difference between a regular polish and Shellac. My next step will be to file a complaint with the ***************** and the State Attorney Generals for Fraud. 
  

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