It's unfortunate that when a customer shares a negative experience, the response is to imply they're being untruthful. The response to my initial review is untruthful and not fully representative of what happened.
I asked for regular polish multiple times throughout my appointment. When the nail technician selected the polish, I specifically confirmed that it was regular polish, and she told me yes. Even during the application process, I continued asking because something seemed off (such as using the light). She confirmed she applied regular polish, placed my hands under the light, and then (not until after we were done) said she'd finished with a gel top coat. The light didn't make sense to me, which is exactly why I kept confirming that I was receiving regular polish (asked when she showed the polish, asked when she put my nails under the light, asked again for the top coat because it smelled different).
I should've called it and left so many times during the service. From them starting water for a pedicure when I'd asked for the regular manicure, not soaking my nails long enough, scraping my nails aggressively to remove the old polish, and using the light. There were red flags that I should've just left. My last experience was poor here too with a French manicure, and I shouldn't have given them a second chance.
I did not begin this interaction upset or rude. I became frustrated after being told by the front desk that the situation was essentially my fault for not catching it sooner, despite the fact that I had repeatedly clarified what service I wanted. Being met with smirks and dismissive comments instead of accountability was disappointing and unprofessional.
I also requested a call from the manager in hopes of resolving the issue. Unfortunately, that conversation was equally disappointing. I was repeatedly interrupted, not given the opportunity to fully explain my experience, and told that I should be grateful I wasn't charged extra for a service I never requested in the first place.
I wasn't looking for an argument. After being dismissed by the front desk and then having a similarly negative experience when speaking with management, I was done trying to explain myself. That's why my husband stepped in. He wasn't there to be aggressive; he was trying to help find a solution after my concerns had repeatedly been dismissed. I don't appreciate calling it an intimidation when the salon wasn't willing to accept any accountability and was exceptionally rude to me.
Yes, I asked for a discount so I could have the gel removed elsewhere. That is correct. After the way my previous gel was removed--soaking my nails and fingers in a bowl of acetone and aggressively scraping before the product had properly softened--I was not comfortable returning for another removal service.
Customers make mistakes, and businesses make mistakes. The difference is how those mistakes are handled. Had someone acknowledged the miscommunication (before now), shown empathy, and attempted to make things right (and no, I don't believe having them aggressively remove my polish again is a proper solution), this review likely would not exist. Instead, I was met with defensiveness, blame, and poor customer service from start to finish.
During my initial service, they did a poor removal, so no, I did not want them to do it to me again. With the poor customer service, I also didn't want to come back for them to have the opportunity to retaliate.
I stand by my review because it reflects my experience. Other customers can decide for themselves how they feel about a business that responds to concerns by denying responsibility and attacking the credibility of the customer.
If the manager had actually listened when we talked versus cutting me off repeatedly and talking over me, she would likely understand that her comment isn't actually reflective of what happened. Not being willing to listen to the customer the first two times, and then blaming me for the escalation is very reflective. It could've been handled better the first two interactions. I'm not one to complain at the time of service or after, and usually don't. I was anxious to speak up about it.
Don't let Starfish Nail Bar take advantage of you, provide you poor service, poor customer service, damage your nails, and try to up charge you. read more