On November 1st, 2023, I scheduled a full set & pedi at Serene Nails.
The pedi process was normal until the nail tech applied the gel nail polish and placed the uv light above my feet without cleaning under my toenails, removing an ingrown or cleaning my cuticles.
I softly asked the tech and the woman next to her, "isn't nail cleaning included with the pedi?" At that time, another nail tech named Ann (who is assisting a customer at another table), rushes towards me, leans over me with an aggressive tone asking, "what's the problem?"
I calmly and softly ask Ann if the cleaning is included with the pedi because the tech applied the gel without cleaning my toenails. Ann then says that my feet looks clean and that the nail techs tools are beside her so she knows it was cleaned. I let her know that my feet is clean from the foot bath and that she did not clean under my toenails.
I made an effort to show and display the problem. Ann asked if I would like the tech to start over. I informed her that I don't want to go backwards or start over. Ann says ok but you still have to pay for the service. Ann also says that they have cameras and she can show me the recording of my nails being cleaned even though I presented physical evidence.
When the pedi was done, I requested for the video footage from Ann so I could show her and prove that my toenails weren't cleaned. Ann then proceeded to show me the camera footage from across the room. I requested for the camera that was right above me and she said I'm showing it to you. I repeatedly requested for the camera above me and she asks why. I decided to get my partner on the phone to record the conversation. The conversation intensifies to the point that I was berated and embarrassed in front of all of the employees and customers. Then a woman named Hong, (the manager) comes out of a room, rushes towards me and yells at me saying "what's wrong, your feet looks pretty?!?!". I told Hong that she has no right to aggressively rush towards me without knowing the situation, I did not have any interaction with her the whole time I was being assisted. I stood my ground and did not get into no one's face while multiple employees invaded my space and I had to ask them to step back.
I'm continuing the conversation with Ann who is still refusing to show me the correct camera video. I have her recorded saying "ok ma'am sorry we did not clean your nail for you."
She asks what do you want me to do. I said just do the right thing.
I will not pay full price for a half job. She says that they'll give me a discount because I still have to pay for the service. I told her that I will pay for the gel but will not pay for the service. Regardless, I paid for what they charged me.
After receiving my change and receipt, I told them that they have no right to aggressively push their body on me and that it's not right that she threatening to pull up cameras but did not want to open the camera with the correct view.
I also want to note that Ann repeatedly said that they work hard and that the nail tech worked on my pedi for 2 hours, that statement caused a whole new argument. I did not confirm at the time because the heat of the moment but after I left, I checked my records and I was seated at 3:52pm. The pedi was done at 5:10pm.
Ann's actions made me feel like shes above me and that my concerns weren't valid. read more