ComplaintsforLeChat Nails
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Complaint Details
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Initial Complaint
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a nail technician working in *********, ******. On August 31 of 2021 I ordered $2913.17 worth of polish from LeChat Nails to start my small nail business. When I first received the polish I also ordered a pre-painted polish palette to show clients all the colors I offered. Some colors on that palette were not accurate to the polish so I repainted them thinking it was a simple mistake. In April I started noticing the polish fading on my clients after about a week. On April 20th I contacted LeChat support and started corresponding with ********* about the fading polish. For months I got no answer as to why the polish was fading. I had a list of polish colors I couldn't use on clients. I decided I wanted to do a return on the entirety of my order. I no longer trusted the quality of the polish. ********* assured me over phone that I could do a full refund and that they would pay for the shipping of all the polish being that the polish was defective. As a nail tech I can't take clients without polish to paint on their nails. ********* was kind enough to give some time to order entire line of polish from a different company to replace all the LeChat polish I had. I would have not order $3900 of polish from a different company if I had not been able to get a full refund. After I ordered and received the new polish I told ********* that I was ready for the shipping label. For weeks she didn't send me the shipping label and is now telling me that they will not pay for shipping on the entire order but for only the defective polish. Soon after that the president of the company contacted me and is now telling me that they won't do a return at all but are willing to do an exchange for the amount of the defective polish. Attached are all the corresponding email between me and ********* along with the email the president of the company sent me and my response. Emails may have jumps in between because that would be when I called on the phone to talk to them personally.Business response
10/24/2022
Dear ******,
Thanks for reaching out, we always appreciate receiving feedback from our product users. Before releasing any product, we ensure its best value by running different QC procedures replicating potential chemical/mechanical conditions that could put at risk the best performance offered. Nails are continuously exposed to degradation due to external factors such as outdoor time, environmental conditions, or other top/bases/other products used along with the colors. In the case exposed, color fading is examined using an ultraviolet light chamber for an extended time. Due to all the potential external factors mentioned before, the exposure to light could vary between different users. However, based on previous experiments has been determined that 1 hour in the chamber is equal to +15 days of a standard real-life user.As per your request, the following colors were tested.
-Precious ice
-Snapdragon
-Summer splash
-Flirtini
-Peach of my ****
-Splash of teal
-Violet rosePlease find attached the pictures with the exposition results after 15 minutes and 1h.
Based on our QC and testing, we have determined that there are only a very few shades that show discoloration after 2 weeks continuous UV exposure. Also,various topcoats on the market contain high UV absorbers, so we can also see some level of discoloration within 5-7 days. We will be happy to exchange those you purchased with different colors or other products in the LeChat line.
Customer response
10/26/2022
Complaint: 18195554
I am rejecting this response because: Thank you for testing your colors but I never gave you a list of colors to test nor did I ever ask you to do that. *** asked for a return on my order and was assured I would receive one on August 26th via an email from *********. I have attached those exact emails for you to reference. Obviously your test colors did not fade nearly as bad as mine. Might I suggest you try testing your polish on some real people who spend time outdoors. I have also attached some pictures of times my real living clients' polish had faded on them. The fading on my client was also quite drastic. Every single one of the clients received a sizable discount from me on their service because of this fading issue.
If this is truly due to ******** high uv index then you should not be selling your product to residents/small businesses who reside here. A refund Id think would be a suitable solution if that were the case. Or you should provide a disclaimer on either your polish packaging or on the website itself. But again I find that hard to believe. I have attached a video showing your pre-painted color palette that comes from either your factory or warehouse. On this palette there are two specific colors that I noticed faded drastically. Now this specific palette did not spend any time in the ****** uv rays. So please explain to me how exactly these colors faded. I would think it is due to your formula and not uv rays.
I have been dealing with this attempt for a return for far too long. I am giving you until November 1st to provide me with a shipping label and a refund of my order. If you fail to comply I will be forced to contact my bank and dispute the charge. Im sure they will be interested in all the evidence I have to offer them.
Sincerely,
*****************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.