Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 18 at 5 PM my fianc and I walked into the nail salon. We told them exactly what we wanted. We sat in the pedicure chairs with the warm water on our feet for about 45 minutes. I started to fall asleep and thats when they started working on my feet and I told him I wanted a basic package pedicure. They gave me the deluxe package that I did not ask for, and forced me to pay for. Once I got done with my toes, not even painted yet, they made me go over and get my nails done. I told them I wanted a full set with tips on but they charged me for a manicure and a full set when I didnt not ask for that. They kept adding thing onto the bill without our knowledge. When I told them I didnt want a manicure or the deluxe package they were coming up with excuses as to why I needed the deluxe package. I didnt ask for that. They continued to take my money because I dont like confrontation but they older lady thats been working there for awhile, started yelling at my fianc and I. As a customer at the store you shouldnt do that. I simply wants the simple package but they insisted I pay for the deluxe. After it was all said and done, she scammed us because I looked at the prices and that was not the price for the simple package. She would not let me pay any less because of the miscommunication between the new girl working there and the owner. Im not a person to take money back from people, they earned it if they did the job right. They MADE me pay BEFORE I even had nails on and before my toes were painted. I thought that was odd. They said theyre closing and they needed the money. Mind you, this was 2 hours later with not polish on my toes and no nails on my fingers. This business is scamming people and making them pay more for something they didnt do. Also when we checked in someone walked in to get their eyebrows done and they employee saidNo, I am not doing that, Im ******, Im tired, and I will not do her eyebrows I shouldve known to leave after hearing that

  Business Response

  Date: 11/28/2023

  On 11/18/23, ******* and her fiance walked in to our salon and stated that they wanted to get manicures and pedicures. My name is ****, Ive been working here for over 15 years and asked them again to confirm that they would like to both get manicures and pedicures for 2 people. They nodded their heads and said yes. Since they did not make appointments and came in on a weekend right before a major holiday, services were provided on a first come first serve basis. We have a sign posted in public view that the customer must pay before services are rendered. All customers agree to our policy when they enter our store. They have been to the salon multiple times and are aware of that policy. They have been here several times to get services with us and left happy. They agreed to wait, since there were other clients that made appointments and arrived before they did.  After upon examination of Heathers feet, there was a lot of dead skin and ingrown toenails, so the technician explained this to them and then proceeded to ASK them if they would like to upgrade to the deluxe pedicures due to the situation of their feet. They both verbally agreed and other technicians here can verify. It normally takes 2-3 hours for a manicure and pedicure process. We close at 6:30 pm and even stayed late to accommodate these two ladies.
  
  It is unfortunate that not only were they not appreciative of our employees staying late to work on them, but also chose to misrepresent the situation of another customer without knowing the full facts to try and paint our salon in a bad light. That customer they are referring to was a walk in that wanted an eyebrow wax and lashes put on but didnt have an appointment. I am the only aesthetician that does lashes (usually by appointment only) and had to prioritize the 3 customers before her who did have appointments. I discussed this with her and she said she was willing to wait. Unfortunately, due to the late hour and already working overtime, I notified that customer that I would only be able to do the wax but not the lashes that evening. I never said I was ******. That customer wanted both waxing and lashes so opted to return on a different day.
  
  ******* is not being honest. She has had manicures and full sets done before and could have stopped the technician that was working on her manicure and say hey this is not what I want, and clarify that Im here for a full set/artificial nails. However, she waited until the technicians completed the manicure with only the paint process left to be done to then say something. She became mad and belligerent, when we requested payment for the manicures and pedicures. She did not want to pay and thats why we have a store policy to always collect payment beforehand to avoid these kinds of situations, where a customer refuses to pay us for services rendered/after working on them for about 2 hours. The last step was just to polish but ******* and her fiance refused to let us complete the job in order to use that as an excuse to say the job wasnt completed. They demanded a full refund despite the pedicures being completed and the manicures more than 90% completed. We were not obligated to (per store policy), but we gave her a refund total of $114 and only charged her for the work that our employees who stayed overtime and spent time and care to do (which she very conveniently left out). We strive to do our best so customers can leave happy, but its unfortunate that customers like this try to misrepresent and obfuscate what happened in order to not have to pay. It is unfair to not only us, but our hard working employees to not be paid for services rendered.