Complaints

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday, May 31, 2022, I attempted to get a manicure and pedicure at Tran Nails. On this particular day I was the only customer in the facility, and the lady and young man workers talked amongst each other in their native tongue as they typically do. The nature of my dispute is the disparity in service, as when a white customer came in, the lady working on me immediately began to rush, and not provide what is typical in the service (she began to paint my toes w/o a base coat, and when I asked about this she huffed and angrily removed the nail polish she had hastily applied). From that moment on she let me know she was mad, and began to rush my service to get to the next lady. When done with my pedicure, she just pointed at a chair for me to move to went to assist the other customer, although there was another worker there while I waited for her to return to me. When she did return she rushed the clipping of my nails, and knicked me as she hastily trimmed my cuticles. She asked me if I would like them cut down, and I replied a little she then asked how I would like them filed, to which I showed her my fingernail as an example. She hastily began to clip and file, and when she showed me a nail after filing she asked if that was ok, I again showed her my nail as an example. She hopped up grabbed a graphic with nail shapes on it and slammed it down in front of me and said pick one, and I showed her the nail I preferred and she stated just like that one pointing to my nail she had filed. I then knew that she was upset and the other customer and nail tech were now staring at us. She sat down and didn't do anything to smooth out the top of my nails from the partial polish removal, and was going to begin to paint them without a base coat again. I then informed her that I would like to stop. She told me to wash my hands and met me at the register, informing me that it would be $10 for the polish removal, even though all of the polish was not removed.

  Business response

  06/10/2022

  To whom it may concern,

  
  

  ****** has been a customer at Tran Nails for around 3 years. There has never been any incident like this before May 31st. If ****** is saying the workers started to act differently when “a white customer” came in, does that mean for the whole 3 years that she has been our customer, we have never had “a white customer” come in when ****** was in the shop? Furthermore, ***** was the female technician that was mentioned in the complaint, she was the only one that has been doing ******’s dip nails for years, she should be able to know what ****** like by now. So it doesn’t make sense that on May 31st, ***** couldn’t seem to get ******’s nails the way she wanted it. Lastly, if ****** wanted a refund, we will give it to her. And we would like to apologize for making her feel like she was being discriminated. 

  
  

  Thank you,

  
  

  Tran Nails

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