I came in for acrylic removal and dip powder on my natural nails. I communicated that clearly at…read morecheck-in.
After I was seated, I asked for color books and was brought dip powder books. I chose a pink sparkly dip color from those books. Later, when it was time for color, I was told that shade was not available, so I picked another color, still under the assumption we were doing dip.
Near the end of the service, I realized he was doing a gel acrylic process instead of dip powder. I had never had dip before, so I did not immediately recognize the steps, but once I did, I spoke up. He then claimed he "didn't know," which does not make sense given that I stated the service at check-in and selected from dip powder books.
At that point, instead of acknowledging the mistake, multiple staff members insisted it was my fault and still attempted to charge me. I was also told I could leave with my nails partially done and not have to pay, but this came only after the situation had escalated and become circular.
Looking back, the color situation raises concerns. I selected a dip powder color from a dip book, yet was told it was not available. Given that the service being performed had shifted to gel without being confirmed, it suggests the color may have been treated as unavailable because it did not fit the service they had already started, rather than because it did not exist.
The interaction then became repetitive and unproductive. I was told over and over that it was my fault because I came in with acrylic on my nails, even though I had clearly requested removal and a different service. The technician also kept repeating that the service "would have been $60," which had nothing to do with the issue.
I was initially willing to tip because I understood time had been spent, but it became clear that responsibility was being redirected instead of addressed.
The only reason this situation fully resolved without escalation is because another customer stepped in and offered to pay. The salon itself did not correct the mistake or take responsibility.
Dip powder and gel acrylic are completely different services. At no point was a change in service confirmed with me, despite choosing from dip powder books and requesting dip from the beginning.
This is not a simple misunderstanding. It follows a pattern: perform a different service, avoid confirming the change, and when questioned, deny awareness, repeat irrelevant points, and shift responsibility onto the customer to justify payment.
Be very clear about what you want and watch the process closely from the start if you come here.
Even though I ultimately didn't have to pay, I'm still so pissed because they look awful and I will now have to go through this whole process again in the next couple of days but this time, It will be awful getting them roved because they are fresh. I can't believe this.
