I've been going to this nail shop now for 9 months and up until this point I have really enjoyed my experience. Let me preface this updated review by saying that this review is regarding an isolated recent incident that I am unhappy about. Outside of this updated review based upon this recent visit I do still love the fact that this place is clean, uses sterile tools, good service, and typically does a good job - I've never had any complaints on my pedicure but when it comes to gel, there are definitely some ladies that do a better job than others in this nail salon.
This week I went in for a pedicure and gel manicure. During the gel manicure, somehow the lady doing my manicure managed to file the top of my nail (where the gel goes, not the tip of my nail, the nail bed) down to the skin. I yelped in pain and she apologized and continued doing my nails. The nail was red and continued to burn during my services. At one point she was going to apply gel on it and I advised that since it was an open wound that we shouldn't put anything on it until it heals. I also asked for medicine and was given some rubbing alcohol, which I was thankful they had. As I complained of the pain, neither her or the manager seemed to think anything of it.
I know it was an accident but all I kept thinking is "how did she manage to file my nail down to my skin?" and "all of the years I've gotten my nails done I've never heard of something like this happening - how is this possible?". Despite the pain and irritation, throughout the whole time I still kept my composure and remained cool. At the end when she gave me my total price, I asked if they could discount my nail services due to the accidental injury and the fact that I have one nail with no polish/gel and didn't know if I'd have time to come back in a couple days when it heals to get one nail done. To my surprise, she offered me a $2 discount. As you could imagine, I was upset but paid the $43 for my mani/pedi and left.
After going home and realizing that it was painful to touch, painful for water to hit it, painful to type (I do a lot for work), and sensitive to the antibacterial medicine I was applying, I decided I was going to call and speak to the owner the next morning. The following morning I called and spoke with Tom (I believe that is his name) and he wanted to come speak with me at my home. Initially I was taken aback but at the same time it impressed me to see that he would be willing to come over and discuss the incident.
After showing the owner my injury and explaining to him what happened, I told him that I was dissatisfied with the way it was handled by his staff and manager and I felt that minimally they should have initially discounted at least half of my services if not the whole thing. His response and resolution was to offer me $20 off my next service. I continued to try and make my point but I felt that he was either not understanding that I was asking for my paid services to be reimbursed or he just didn't want to do that.
I definitely feel that he was coming from a good place and wanted to make me happy but I don't think he considered reimbursing me an option. I definitely give him points for stopping by and making an effort to resolve, but i personally feel when something like this happens, even as a result of an accident, as a business owner it is important to take accountability and do more than offer a discount on a future service to appease the customer - I should not of had to pay nearly full price when I had an injured nail with no polish. Hopefully this won't happen to anyone else and if it does, hopefully he and his staff will provide a better more customer friendly solution to rectify. At this point, I am not sure if I will be returning, which is unfortunate. read more