I'm really disappointed in how they've handled dealing with my poor nail job. I've been coming there for some time mainly for my hair but started doing a mani & pedi right after my hair cuts because it's convenient - and dropping at least $300 during my visits. The nail jobs are okay, sometimes hit and miss (without me voicing any complaints when they were a 'miss'), but I like the nail techs as they are very sweet and friendly, and my hair artists is there which I LOVE (Amy) so I kept getting my nails done when I get my hair cuts.
Well the last time I got my nails done not only did I only have 1 nail tech at the time so it made for a very long day after I got my hair done (an extra 2 hours) just on a shellac french mani and basic french pedi. In less than 24 hours my mani started chipping and peeling. By the 2nd day they looked so bad I just peeled all of the french nail polish off. I called a few days later, explained the situation, and set up an appointment to get a new mani and the lady at the front desk said that "they would take care of it." Well I did have to call to cancel the appointment and did not have a new time to reschedule but the front desk person said she would put a note on my account and everything should be okay. Now as I call to book a full mani/pedi and inquire about the mani situation and if there is a note on my account, they are telling me because I didn't keep my original 'fix' appointment there is no discount or credit now (even though she said it nicely), to which I was never told that was the case at the time. Then I asked to speak with the manager or owner and had to leave a message to have someone call me back.
When I did get a call back it was the manager and although she was nice about how she delivered her message to me, she said the receptionist didn't have the authority to give a credit and that looking back at their records it showed that I had received a 'regular' manicure not a shellac and they don't give any guarantees for those as with the shellac they give 2 weeks chip-free guarantee (to which I had never been told that before or I would have come it to get fixes). I let her know I never ask for regular mani as I always ask for shellac, and even IF it was a 'regular' having my nails chip and peel in less than 24 hours is NOT GOOD. The manager kept on saying " I'm sorry that you feel that way" in regards to me saying that what she is telling me is not good customer service and that I am very disappointed with this outcome. Not to mention that I am always going there to get my hair done, + nails, and spend $$$$ but to my dismay they are willing to loose business then to fix a customer service problem. Amazing! And I am not one to be mean or argumentative I just stated the facts . . . . and I LIKE their nail techs they are very friendly and I WANT to come back but I won't with a poor customer service attitude like that. All I can say is they must be making tons of money to be able to lose a good paying and very friendly and accommodating customer. I will be back for my hair with Amy as she is awesome, but no more nails for me! Unbelievable!!
Addendum after reading the Owners response:
The owner (yourself) can approve any services you want to keep your customers happy. It was the miscommunication from your receptionist that now is at issue, which is not the customers fault, it ultimately falls on the business. Plus, when I talked to the Manager today she explained to me that the Receptionist did not have the authority to give discounts or credits so the Receptionist wasn't able to provide that option to me in the first place. So your logic of needing me to come in within a short specified time frame from my bad nail job, or whatever time frame you feel you want to make up at this point (which really - why would time frame matter, esp for a repeat customer), was (1) never communicated to me by the Receptionist who offered that to me, and (2) the Receptionist according to the manager was not able to authorize this in the first place! Again, as you can see, all this is a customer service issue that falls solely on the business. Then to add to this mess when I say that I always get a shellac manicure, and you say your books say otherwise, you are basically telling me that I am lying. It seems to me that you would rather be 'right' than to continue having a happy repeat customer. After having spent hundreds of dollars over this last year at your business (with no previous complaints) you are choosing to throw this customer away on your need to feel 'right' about the poor service that I received and the miscommunications from your staff to myself. I really like your nail techs as they are so sweet and friendly, but the way you are handling this situation is forcing me to go somewhere else now for my nail needs. I would recommend that you re-read my complaint to assist in clarity of the situation and consider what customer service means to you. read more