Dragonflies N More Gardening

Review: My three daughters and I went into Q Nails on June 14, 2012 to have four full sets of nails done for my wedding on June 16, 2012. My 12 year old daughter's nails started to lift on the edges on June 15, 2012 in the morning ~ we didn't go back to Q Nails that day because we were traveling to our wedding destination. Yes, I probably should have called on Friday to let the man know her nails were lifting but I had other things on my mind, like getting ready for my wedding rehearsal, my wedding and my honeymoon. When we got back to town from our wedding destination late June 18th my husband said he was going to call Q Nails on June 19th, which he did, at which time he set up a time to take our 12 year old back in to have her nails fixed. My husband took our daughter into Q Nails on June 19th to have her nails fixed. At this time, the man who was going to "fix" her nails YELLED at her and told her she shouldn't have gone swimming right after she had her nails done (which we did not swim because we were packing and getting ready to leave for our wedding), that the nails lifting was HER FAULT and almost had her in tears. He blamed her for her nails lifting and instead of fixing her nails, he removed them.Neither myself nor anyone I know will ever go to Q Nails because of lack of quality (three of my nails, not even 8 days later have fallen off) and I will not return because of how my 12 year old daughter was yelled at and treated by a man who is supposedly suppose to be a professional! I can not believe a grown man would yell in the face of a 12 year old while fixing/removing the fake nails he put on a few days earlier.The man did give my husband $15 out of the $100 total I paid BUT that is not enough to repair my daughter's terrible experience. She doesn't even want to return to get her nails done.Desired Settlement: I would like all of my money returned but I am not expecting that to happen because the man was absolutely unprofessional and I don't expect anything from a man/business who would allow a grown man to yell at a 12 year old little girl while trying to "fix/remove" her nails that were defective from the very beginning.

Business

Response:

Q Nails

Ellensburg, WA 98926

07/08/2012

Revdex.com Serving E WA, N ID & MT

152 S. Jefferson, Ste. 200

Spokane, WA 99201

Dear [redacted]:

I am writing in response to a case assigned ID 9099524. I have been doing nail services for fifteen years, and at this business (Q Nails) we attempt to resolve customer complaints and strive to make improvements to both our business and customer relationship. I take great pride in servicing nail beauty for my customers as they keep us in business.

The mother and her three daughters came in to have four full sets on June 14, 2012 in preparation for the mother's wedding. At this salon, one full set costs $30. As generosity, I discounted $5 off per full set; instead of costing $120 total, the final price was $100. After the services were done, the mother paid the $100 and the family left.

A little more than a week later, the dad called in to discuss the problem that the nails on his daughter were ‘popping’ off. I responded that I would repair for free. I did not see the appearance or received any complaints of the nails of the other three members, so I assumed that the family members were fine.

On June 25 for a 12:15 appointment, the father brought in the daughter to have the nails repaired 17 minutes late. When the daughter showed me her hands, I observed that the acrylic/fake nails on one of the hands were fine, but the acrylic nails on the other hand appeared to be slightly bitten. In addition, the fake nails had grown out of the base caused by growing natural nails on both hands. All the fake nails were intact; this was different to what the nails were described to be 'popped off' (fake nails not present with the natural nails). In many professions, people commonly discuss to their customers on caring for their product. I explained to the girl and her father that acrylic nails can be affected by many reasons. I gave an example to them that the water from swimming can soak into the fake nails, which can affect how long the fake nail stays. During the attempt to repair her fake nails, the girl inconveniently moved her hands as I was gently working, creating a difficult work setting. So as a result, I offered to the girl to remove her nails and refund some money from her full set back to her. I explained to her that the beauty from the fake nails does not last long. Customers typically return from one to three weeks, depending on how their daily tasks affect the nails. I also explained that the fake nail moves with the growing natural nail. As a result in a one week period, the beauty of the nails will not look as good as it did when serviced because of natural nail growth taking the fake nails with it; a fill service is performed to maintain the fake nails' appearance. After she talked to her father about the offer, she agreed to it (removal and refund). So for this service, I removed the acrylic nails by soaking the nails into acetone, to loosen the nails as I could not remove them, and refunded $15 to the father. Nail removal costs $10. After the service was done, she tipped me $2, but I refused to receive it for the reason that she was young and did not have a job (as learned from a friendly conversation between her, her father, and me). At the end, the daughter and father left, appearing to have satisfaction.

In contrast to the story that the mother provided, I did not yell. That would be uncivil and unprofessional especially in a business setting, and her father was there, sitting behind her. In both separate appointments, we (the business) felt that we treated them with respect and in a professional manner.

For additional information, please feel free to contact us at by business phone at ###-###-#### or mail us directly at the business address from above.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9099524, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I just read the response the business owner offered and I'm very upset at his response because there are several things that are NOT correct! I will address the points that are incorrect one at a time.

1. Paragraph three, the business owner stated "A little more than a week later, the dad called in to discuss the problem that the nails on his daughter were ‘popping’ off." I did take my three girls in to have our nails done on June 14th and it was NOT more than a week later, it was FIVE days later as we were out of town until LATE Monday evening, June 18th. My husband called on Tuesday morning (June 19th) and made an appointment for noon that day. We were 12-15 minutes late to our appointment but we did call and let him know we were going to be a little bit late and he said that would be fine.

2. Paragraph four the business owner stated "On June 25 for a 12:15 appointment, the father brought in the daughter to have the nails repaired 17 minutes late." This statement is incorrect because the appointment we made was on June 19th and not the 25th as the business owner stated. Yes, we were late but we did call and the man stated that was fine.

3. Paragraph four the business owner stated "I observed that the acrylic/fake nails on one of the hands were fine, but the acrylic nails on the other hand appeared to be slightly bitten." This is a false statement as NONE of my girls have or have ever "bitten" their nails. Also, my daughters nails were NOT "popping off", they were "lifting" is what my husband TOLD Mr. [redacted] when he called.

4. Paragraph four the business owner stated "In many professions, people commonly discuss to their customers on caring for their product. I explained to the girl and her father that acrylic nails can be affected by many reasons. I gave an example to them that the water from swimming can soak into the fake nails, which can affect how long the fake nail stays." NOTE: I, the mother of said child, have had fake nails off and on for many years. I know what to do and what not to do when you have fake nails to keep them looking beautiful as long as possible. The owner of Q Nails accused my daughter of swimming with her new nails (which myself nor none of my children swam with their nails at all), he did not give an example, he accused her of swimming in quite a rude manner!!

5. Paragraph four the business owner stated "During the attempt to repair her fake nails, the girl inconveniently moved her hands as I was gently working, creating a difficult work setting." I'm so sorry that my TWELVE year old daughter wasn't the ideal customer for Mr. [redacted] but by this point in time she was afraid of him because he was rude, raising his voice to her about her "swimming before her nails had time to set" and she thought he was very mad at her for her nails lifting. My daughter and husband agreed to have her nails removed because my daughter was afraid to continue to let Mr. [redacted] continue working on her nails.

6. Paragraph four the business owner stated "After the service was done, she tipped me $2, but I refused to receive it for the reason that she was young and did not have a job (as learned from a friendly conversation between her, her father, and me). At the end, the daughter and father left, appearing to have satisfaction." The business owner did NOT learn this information by a friendly conversation because my twelve year old daughter did have a summer job (making her own money) dog sitting for a man who works 12-16 hour days. And yes, they left "appearing to have satisfaction" because how else would they have left? They had no other choice as a way to leave because the owner was done dealing with them because the nails were removed.

7. Paragraph five the business owner stated "In contrast to the story that the mother provided, I did not yell. That would be uncivil and unprofessional especially in a business setting, and her father was there, sitting behind her. In both separate appointments, we (the business) felt that we treated them with respect and in a professional manner." YES, the owner DID, in fact, YELL at my child! He was UNCIVIL AND UNPROFESSIONAL. When they got home from the appointment both my daughter and husband were upset and stated "the guy actually yelled" at my daughter for "swimming before her nails were set up". I was very upset and angry that anyone would treat someone, let alone a twelve year old child, in that manner.

Mr. [redacted] has mislead the Revdex.com in his response and whether he makes this right or not, I WILL NOT return to his place of business and I will tell my family, friends and everyone I know that they are rude, unprofessional people. I do NOT agree with ANYONE yelling, raising their voice or being rude to anyone let alone a twelve year old!

Regards,