My Response to the Owner's Comments
It is deeply unfortunate and disappointing that matters have escalated to this point.
"When you were getting your eyebrows waxed, I know it was uncomfortable, and the technician, who doesn't speak much English, tried to lighten the mood by laughing--not to make fun of you, but in an attempt to comfort you in the only way she knew how. Unfortunately, it seems that this was taken the wrong way."
1. To clarify, I did not receive an eyebrow wax--I received a full-face waxing service. The technician applied wax to my entire face all at once, rather than working in smaller, manageable sections, which is the proper and expected method.
2. Following the waxing, I was visibly upset and requested multiple times that the technician leave the room so I could compose myself. Despite these repeated requests, she continued to laugh. Laughing in such a situation--especially after being explicitly asked to leave--is unprofessional, disrespectful, and unacceptable. This was not a misunderstanding but a clear failure to respect and appropriately address a customer's distress.
3. After the session, I returned home with dried wax still on my face and experienced severe inflammation that persisted for several days.
Despite this ordeal, I still left a generous tip, as I had on every prior visit, demonstrating the goodwill I extended despite the circumstances.
"Our manager truly thought of you as a friend, which is why she may have spoken to you more casually. Our intentions were always sincere, and it's saddening that this, too, may have been misunderstood."
I truly valued my interactions with Angela and was deeply saddened by the response I received. However, this review specifically addresses the mishandling of this incident. Statements such as "you must not love us as much as we love you" are entirely inappropriate and come across as manipulative and unprofessional, regardless of the relationship. While I appreciated Angela's prior kindness, the professionalism required in this situation was not demonstrated. It is also worth noting that the manipulative language only surfaced after I expressed my decision not to return to the salon due to this incident.
"We know you've had issues with ingrown toenails, and every time you came in, we tried our best to address it and make you comfortable. You've often been pleased with the care we provided, so it was hard for us to hear you now feel it was handled incorrectly."
I trusted the salon staff to provide appropriate care for my nails. On my first visit, the sides of my ingrown nails were cut without my consent. Having never undergone this service before, I assumed it was standard practice. However, the complications that followed made it clear that this was not the case. I continued to return for follow-up treatments, believing they were necessary, until a technician at another salon informed me that cutting the sides of my nails was improper and should never have been done.
I had to see a foot doctor about this issue and he informed me that cutting the sides of the big toes for ingrown nails should never have happened.
Had my nails not been improperly cut during my initial visit, the resulting issues--and the subsequent medical intervention required--would never have occurred.
Public review platforms exist for customers to share their honest experiences, not for businesses to deflect responsibility or shift blame. Responding to valid concerns with manipulative tactics or by implying fault lies with the customer reflects poorly on the business and highlights significant internal issues that demand immediate correction.
The damage caused in my case cannot be undone. However, the salon has a professional obligation to ensure such incidents do not happen again. This requires a comprehensive review of internal processes, robust employee training, and the establishment of clear, professional protocols for handling customer concerns. If the business wishes to maintain a reputation as a safe and reputable environment for clients, these changes are not optional--they are essential.
If the owner wishes to discuss this matter further, I am open to communication via direct message so we can coordinate with my attorney. read more