ComplaintsforZen Nail Lounge & Oasis

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/27/2022 I went to this nail salon and was unhappy about my service. I respectfully requested a refund and was told I would receive a call back. I got a call back from the owner who refused to give me my money back for a service I no longer wanted. I offered to come in and have them remove the gel manicure so I could receive my refund and he told me no and ended up hanging up on me. I feel if I did not like my service, I'm entitled to get my money back and would like BBB help with as I'm being refused. Nowhere on the website is it advertised that no refunds will be given.

  Business response

  09/02/2022

  In order to avoid a she said we said, see customer’s review below or see it online.
  There is no mention of her offering to come back in to allow us to remove her gel polish.
  Also, we have a sign posted on the front counter that states:
  We are always happy to fix your nails
  No Refunds
  We reserve the right to refuse service
  
  On 8/27/22 the customer came in and requested services
  We did the service she requested and she left.
  She called to inform us she was not happy and wanted a refund.
  We told her we do not give refunds, but we did make things right for her
  She refused our offer demanding a refund
  We investigate every complaint before we do anything
  We told her we would have to call her back
  We called her back and offered to make things right, but we do not give refunds
  We offered her a gift certificate she could use for any future service or give away
  She refused every attempt we make
  At that point, we told her we were sorry, but there was nothing else we we could not help her
  Because of all this, her nail tech has resigned
  
  On the phone, the customer was not hearing what she wanted to hear and she became more and more upset and verbally abusive. She even stated she was upset because she was not hearing what she wanted to hear. She began ranting over and over again the same thing. After listening to her rants for 3 or 4 times, I interrupted her and asked if she had anything to add to what she had been repeating over and over again. She didn’t respond, so I told her since she refused our attempts to make thing right, there was nothing more I could do or say and hung the phone up.
  
  
  *********** ******
  1 Star
  
  I had a HORRIBLE experience at Zen Nail Lounge. It was my first time going. My nail technician was texting on her phone in between my nails curing and the nail tech my sister had took a phone call and put it on speaker the whole time she did her nails. The service felt rushed and unprofessional. I tried to ask for a refund, and they refused. Do not come here if you want good service.
  
  
  Zen Nail Lounge & Oasis (owner)
  
  Hi ***********, one of our rock-solid policies is, and always has been, to do whatever we can to make a service right if you are not satisfied; and at no cost to you. In some situations, liked yours, we offer a gift certificate at no cost for you to use on any future visit. Being so willing to do that for all of our guests, we do not give cash refunds. Unfortunately, you rejected both offers and demanded a cash ONLY refund! You made it very clear nothing else was or would be acceptable and for that we are truly very sorry.
  

  Customer response

  09/06/2022

   I am rejecting this response because:
  
  I did not see a sign on the door stating no refund. I told the owner on the phone I would come in and have the gel removed. He was short and rude. I don’t understand how any respectful business does not offer a refund if a customer is unhappy. Read a lot of bad reviews regarding this nail salon after my experience and the manager is passive aggressive and unapologetic. The right thing to do is refund the charge. Don’t want cash, want my debit card refunded. I paid for a service that was not good. 

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