ComplaintsforSarnia Nails

• Initial Complaint

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Sarnia Nails on January 5, 2023 for a pedicure appointment, they didnt provide the pedicure service that was described in their services brochure. They began the pedicure and they were cutting my cuticle so much it started to bleed, when I asked them to stop they let on the they didnt understand english or what I was saying. I was telling them that they are hurting me and asked them to stop, and they continued. I asked for the manager or owner and he came over and said he will fix it, and then got another worker to come over and she continued to file my nails even though ai was hurt and bleeding. I said that I am leaving and they threatened to call the police if I didnt pay. I paid them, but I didnt even get a full pedicure because as they started they cut me and I couldnt continue. I think it is unfair that they made me pay and not only did I not get the service ai was paying for they injured me. I called the owner and he agreed to refund me and asked me to go into the salon, I went into the salon and was told that they are not refunding me that I was trying to scam them.

  Business response

  20/01/2024

  We are very saddened to have to even respond to something like this as we take pride in our business and the services we provide. An appointment was made by ************* for January 5th **** at 5:15pm for a pedicure and a fullset. When ************* arrived she was welcomed and seated in one of our pedicure massage chairs where we began the service. In regards to her claims of cutting her cuticles to the point of bleeding, and her asking us to stop, this is simply untrue. Once it came time for the French tip polish as she requested, she was unsatisfied therefor we had 3 other staff attempt to redo the polish to better suit her wants. ************* was still unpleased and this is where the escalation began. A gentlemen in which was sitting beside her getting a pedicure done as well laughed due to his feet being ticklish while staff was working on them. ************* snapped at him and said Is something funny. The gentlemen responded with yes my feet are ticklish, other clients within the establishment could feel the tension and politely asked her to calm down as everyone was trying to enjoy their service. This upset her to which she quickly got up, knocking supplies over and stormed to the front desk. While waiting to pay, she began to curse and say extremely rude comments to our clients, telling some of them they were on welfare and to go **** a d*** We do not condone nor support this behaviour but find it necessary to tell you to give you an idea of just how vulgar the situation was. We would also like to state that there were two young children seeing and hearing all of this happen. After she verbally assaulted our customers and willingly paid, she stormed out the door saying see you in court. She then appeared again outside of our establishment, putting her phone against the window and recorded everybody in the building. About a half an hour after she left she called demanding a refund and asking for personal information. We told her she could come to the business the following day and we would provide her that information, however we would not be giving that information over the phone. ************* came back on Monday January 8th ****, stating she wanted a refund, we told her we were willing to give it her her but we would need to remove the polish that we had applied. In that moment she claimed that her toe nail got a fungal infection causing her to go to the hospital where they removed it. When asked to see proof, she would not allow us to see it, and claimed it was under a band-aid (Her shoes/socks never came off). ************* made a claim against us with the health department who sent someone out to check over our business and they came back saying there was absolutely no signs of anything being unsanitary and there was nothing to back up her claim. They gave us a clean pass.
  
  We would also like to note that if needed, we have the names and numbers of five clients in which were there during the incident, that would be more than happy to send you a letter regarding this incident. Also, after all what she did to our business, we can give for her full refund (this is the first time we offer full refund). 
  
  Thank you for your time.

  Business response

  22/01/2024

  We are very saddened to have to even respond to something like this as we take pride in our business and the services we provide. An appointment was made by ************* for January 5th **** at 5:15pm for a pedicure and a fullset. When ************* arrived she was welcomed and seated in one of our pedicure massage chairs where we began the service. In regards to her claims of cutting her cuticles to the point of bleeding, and her asking us to stop, this is simply untrue. Once it came time for the French tip polish as she requested, she was unsatisfied therefor we had 3 other staff attempt to redo the polish to better suit her wants. ************* was still unpleased and this is where the escalation began. A gentlemen in which was sitting beside her getting a pedicure done as well laughed due to his feet being ticklish while staff was working on them. ************* snapped at him and said Is something funny. The gentlemen responded with yes my feet are ticklish, other clients within the establishment could feel the tension and politely asked her to calm down as everyone was trying to enjoy their service. This upset her to which she quickly got up, knocking supplies over and stormed to the front desk. While waiting to pay, she began to curse and say extremely rude comments to our clients, telling some of them they were on welfare and to go **** a d*** We do not condone nor support this behaviour but find it necessary to tell you to give you an idea of just how vulgar the situation was. We would also like to state that there were two young children seeing and hearing all of this happen. After she verbally assaulted our customers and willingly paid, she stormed out the door saying see you in court. She then appeared again outside of our establishment, putting her phone against the window and recorded everybody in the building. About a half an hour after she left she called demanding a refund and asking for personal information. We told her she could come to the business the following day and we would provide her that information, however we would not be giving that information over the phone. ************* came back on Monday January 8th ****, stating she wanted a refund, we told her we were willing to give it her her but we would need to remove the polish that we had applied. In that moment she claimed that her toe nail got a fungal infection causing her to go to the hospital where they removed it. When asked to see proof, she would not allow us to see it, and claimed it was under a band-aid (Her shoes/socks never came off). ************* made a claim against us with the health department who sent someone out to check over our business and they came back saying there was absolutely no signs of anything being unsanitary and there was nothing to back up her claim. They gave us a clean pass.
  
  We would also like to note that if needed, we have the names and numbers of five clients in which were there during the incident, that would be more than happy to send you a letter regarding this incident. Also, after all what she did to our business, we can give for her full refund (this is the first time we offer full refund). 
  
  Thank you for your time.

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