I have followed Sonny from 3 different locations. I always found him to be extremely professional.... until today. I had my nails done last week and when he applied the top coat and hand lotion I could see multiple bubbles on my nails. No big deal as I knew that Sonny would take care of it before I left. Well, Sonny attempted to fix it immediately after and all seemed well, until I went into the natural light and saw that they were still looking foggy and bubbly. I tried to ignore it as I didn't want to be a bother, but I did end up returning about 30 min later. Sonny had left for the night so Hang then offered to fix them, even though she had just closed up shop. They were never drilled down, only buffed out, but they seemed to look alright until I again saw them in the sunlight. I left for the second time that day with foggy, bubbly nails. I came home and attempted to fix them myself by sanding them down with an electric nail file and reapplying the top coat. That still didn't work. Today (1 week later) I returned to Nail 7 since I was in the Latham area and wasn't able to come back during the week as I work during their business hours. I asked Sonny to fix the 4 nails that still looked foggy and bubbly. Right off the bat he gave me an attitude and acted like I was being a pain for even returning to have them fixed. Besides last week I had never come back to Nail 7 and complained or asked to have anything fixed. I even tired to tip Hang the day that I returned, but she declined to accept my money as I had just paid and tipped Sonny 30 minutes prior. As Sonny was repairing my nails this morning, he informed me that the issue was just the top coat and that buffing them out would solve my problem. Despite me telling him that I had already tried to buff them out myself and that it didn't work he abruptly told me to "just relax". I was relaxed.... I was just explaining the situation in hopes of finally having it corrected! When he went to apply the top coat he could plainly see that the problem was within the ANC and that buffing/drilling them was not fixing the issue. He said, "if you're still not satisfied, you'll have to come back later because I'm on a tight schedule". I understood, as I had come without an appointment and was grateful that he was willing to squeeze me in. As I was drying my still bubbly nails under the dryer, I noticed Sonny, Hang, and a few other nails techs looking over at me and talking in their native language. Then Sonny approached me and said that he would be able to fix my nails later today, but that he could no longer keep me as a client anymore..... I was shocked!!! I have been a loyal customer of Sonny's for almost 10 years and I never made one rude comment to him upon returning today or ever for that matter. I was even willing to pay for the issue to be corrected. Customers were staring at me as if I was a deadbeat just trying to receive services for free without even knowing the situation. Before leaving I told the receptionist (who's a very nice girl) that I wouldn't come back today but showed her that the problem still existed. As I was pulling out, the receptionist tapped on my car window and handed me $35. She apologized profusely for the way I was treated and agreed that she could still see multiple bubbles/foggy areas in my nails. She also told me that Sonny requested that I be refunded for my appointment from last week and again informed me that per Sonny, I was no longer welcome to return any more. She would also cancel my appointment for next week. This was never about a refund.... I just wanted my nails fixed! I again explained that I have never returned to Nail 7 with a complaint or to have my nails redone, besides of course, this week and last for the same issue.
Bottom line is, I was completely embarrassed in front of other customers, I felt uncomfortable knowing that the staff was talking about me in Vietnamese while I was still in the room (speaking to eachother in another language makes customers very uncomfortable in general), and I was completely blown away by the poor customer service that I received specifically from Sonny today. In general, I am picky about my nails, but as a single mom, this is the only thing that I ever do for myself and I like to look and feel good. Regardless, you don't shame a customer for having an issue with the service that you provided, you fix it as it keeps that customer coming back! I don't know if Sonny was having a bad day or whatnot, but I left there remorseful that I even went back to have my nails fixed. A customer should not be made to feel like that. Also, I did once see another customer shamed for returning with a similar issue. This is poor business practice. *Thank you to the receptionist who took it upon herself to show empathy for me (the customer) all without saying a bad word about her fellow coworkers. That was a tough thing to do and it proves that you'll make a great nurse one day! read more