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Business Profile

Spa

Urbanna Natural Spa and Salon

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/01/2025

    Type:Product Issues
    Status:
    Unanswered
    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 April 4th, 2025, I received a manicure and pedicure at Urbanna at ************************************. Within 24 hours, the nail polish had already begun peeling off in large chunks. I promptly contacted the salon and spoke with a front desk staff member who was kind and understanding. She acknowledged the issue and stated she believed me. I also emailed a photo, even though she said that wouldn't be necessary. Since I could not return in person for a polish redo, I was told there would be a credit applied to my account that could be used in the gift shop or for a different service. Based on this, I assumed the matter was resolved.However, when I visited the salon weeks later to use the credit, I encountered a different front desk staff member (short brown hair) who was immediately defensive, dismissive, and confrontational. She appeared to have no context regarding my previous communication or the credit I believed had been applied. Despite my efforts to explain, I was made to feel as though I was being dishonest or unreasonable, which was upsetting.The salon later clarified that only a $25 credit for a repolish was offered. While I understand policies are in place, the issue here is the dismissive and confrontational way my concern was handled by the second staff member, especially after I had already worked with another team member toward what I thought was a resolution. This left me feeling disrespected and frustrated. I am requesting that Urbanna:1. Acknowledge the poor customer service I received from the front desk staff during my follow-up.2. Improve internal communication and documentation so issues like this are not repeated with other clients.3. Consider issuing a refund for the manicure service, as the polish began peeling within 24 hours and I followed up promptly with communication and photos. I understand the pedicure may not be eligible without documentation, but I believe a refund for the manicure is a fair and reasonable resolution.

Urbanna Natural Spa and Salon is NOT a BBB Accredited Business.

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