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ComplaintsforUpscale Nails & Spa
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Went for a manicure. I asked them to please not buff my nails with the mechanical buffer. They ignored my request and proceeded to buff my nails with it telling me they will only use it a little. They went to hard on my nails and now my nails are so weak and thin that they are in pain. They charged me before polishing my nails and said they were adding an extra fee to my charge but didn't explain why very well so I was just plain confused. So instead of my *********** $37 they charged $42. I only paid to avoid conflict. But after I paid I realized how badly they ruined my nails that I left without them polishing my nails. So I didn't get what I paid for and they ruined my nails. My nails feel so weak that I feel like if I put any pressure to my nail I will start bleeding. Hopefully no medical issues will arise. For now I would just like a refund. I've attached a copy of my receipt as well as a photo of my nails. You can see that my nails do not look like healthy nails.Business response
03/27/2024
After speaking with my technician, they said the client had requested to receive a regular polish manicure and remove her previous manicure done by a different salon, where the material they had used was very hard to remove; therefore, a mechanical nail drill is needed to remove the bulk, followed by a soak-off. A regular polish manicure can easily be removed with acetone; however, services such as gel, hot gel, dip, acrylics, and gel-x require a mechanical nail drill and acetone soak-off. Regarding the cost of service, a regular manicure is $20, and the removal of her nails was $17. The technician said the client had told them to add a $5 tip to the total; thus, they had done so. After paying, the client went to wash her hands. The technician then showed her the receipt; she signed the receipt, then proceeded to leave the store. Unfortunately, due to our system, we are only able to refund or void payment transactions within the same day. To receive her money back, we recommend she reach out to her financial institution to dispute or cancel the charge. We wish she had indicated her dissatisfaction at that moment or called the salon within the same day so we could resolve the matter by refunding the transaction while our system allows us to. The client had not received her manicure service; therefore, it is understandable that she wishes for the cost of that service, a $20 regular polish manicure, to be refunded. Due to her dissatisfaction with the service in general, she may request her full $42.Customer response
03/27/2024
Complaint: 21439822
I am rejecting this response because:I should not have to dispute the charge with my bank in order to receive a refund. Would you be able to mail me a physical check for the $42? Also, I absolutely DID NOT indicate that I wanted to add a $5 tip. I was VERY clear that I would be tipping in cash. I feel scammed and taken advantage of. I did not feel comfortable expressing my concerns to you in person that same day because there seemed to be multiple miscommunications.
Sincerely,
***********************Business response
05/03/2024
Please see attached.Customer response
05/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please have the business mail check to BBB then BBB can mail to me if that is ok. I can provide BBB with my address when necessary.
Sincerely,
***********************
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BBB Rating & Accreditation
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.