Cosmos Fine Nail Salon

Review: I came into the salon and asked for "a refill with gel polish" and the employee quoted me that this service would be $30. I also got my eyebrows done ($10). When I went to checkout, they told me I owed $75. I questioned this and they insisted that the service was $30 for refill and then $35 for gel polish. This was not the price I was given before service. I called the business to speak with a manager after I left and she refused to give me a partial refund before reviewing the video/audio recording they have up front by their counter. I told her she was welcome to review that, as I was quoted $30 for the service and would never have sat down for a $65 manicure. She has not gotten back to me about my partial refund and I am filing this complaint.Desired Settlement: I would like a partial refund. The business owner was defensive and unhelpful. I was quoted a price for a service and that is the price I expect to pay, not more than double. I would like a $35 refund.

Business

Response:

Monday, October 28, 2013

Dear **. [redacted]:

On Wednesday, October 21, 2013, we, at Cosmos Nail Salon (“CNS”) received correspondence from the Revdex.com (“Revdex.com”) of Metro Washington DC and Eastern Pennsylvania regarding Revdex.com ID#[redacted]. a customer experience complaint from **. [redacted], of [redacted], PA

([redacted]) for services received at CNS on October 4, 2013. Per the 10-day complaint response timeframe (post-marked date), we, at Cosmos Nail Salon would like to appropriately respond and appropriate our stance on this matter in order to reach a resolve in truth and good faith.

In response to **. [redacted]’s comments, statement, complaint background, and desired outcome/settlement request, Cosmos Nail Salon would like to provide our findings (through our investigation of the matter) and subsequently, our decision on the matter.

In an effort to keep the details of this matter clear and concise, We, at Cosmos Nail Salon would like to provide the Revdex.com with facts and detail in regards to this matter in a similar format to that of which was given by the Revdex.com to CNS in its correspondence.

October 4, 2013

**. [redacted]

**. [redacted] received all services requested, completed in full by Cosmos Nail Salon

¦ Nail Refill (Acrylic)

¦ Gel Color (also known as “Color Gel” or “CG”) Polish on top of her Acrylic Refill

¦ Eyebrow Wax

Our nail services & their respective prices are listed clearly on our wall upon entering for all clients and potential clients to see. It is unobstructed in view and is very clear on our services and prices.

We pride ourselves in striving to provide the best quality service possible to any and all our clients, potential, new, and old in addition to maintaining our professionalism and remaining fair and true to all persons. As part of the service industry, we always think of our clients first and only ask for their respect and honesty in return. We understand that at times, our clients may not readily vocalize any thoughts or concerns; however, we try our best to accommodate each and every one of our clients.

In the matter, regarding **. [redacted], Cosmos Nail Salon reserves the right to decline the request from **. [redacted] per the following reasons:

Date of Service: Client Name: Services Received:

Cosmos Services:

Cosmos Statement:

Cosmos Decision:

1. CNS proactively approached **. [redacted] to ensure her satisfaction with her services: In response **. [redacted] stated (following her voluntary payment upon completion of all service requested) that she was “very happy with her services” and that CNS had “done a great job.” However, was just a bit taken aback from our service prices

2. CNS further inquired with **. [redacted]’s feelings: Due to the fact, **. [redacted] (as a client) seemed alarmed with her final balance for services, CNS tried to professionally and respectfully approach **. [redacted] of her amazement and offered their apologies in any confusion, however walked **. [redacted] through each step of pricing as a clarification of her services received in full. Subsequent to this exchange, **. [redacted] expressed to CNS that it was her oversight:

• October 4 was **. [redacted]’s first time at CNS: **. [redacted] stated she frequents a different salon for her usual services, but due to unforeseen circu**tances that day(unspecified), she was unable to go to her usual salon and instead, made the conscious decision to experience a different salon (which by chance, happened to be CNS), and assumed pricing would be similar to that of her “usual” salon

• **. [redacted] clearly stated her knowledge of services: As CNS was actively engaged in **. [redacted]’s response, **. [redacted] clearly stated she had received nail services on a biweekly basis from a different salon (CNS does not know any information about its competitor, with respect to **.[redacted], nor can we assume that the respective salon is of the same level and standard as CNS) and stated that she assumed her “usual” combination of services (personally) would be “around the same price.” However, acknowledging that CNS was “much larger” and “very different in its atmosphere” than that of which **. [redacted] had been accustomed to, in point to oblige that the two referring salons were not equal in measure to each other; It would not be comparing apples to apples. Though We are part of the business community, we still are clients in many aspects ourselves. Speaking from a client-perspective (consumer), though we may become partial to certain brands/stores, when there is an active change to seek out another option, though we hope to assume a similar product (ie: pricing of womens black leggings — Price assumed at [redacted] vs. [redacted]) is close in price range of another, there is always a degree of reasonable certainty that even a very similar product offered at a competing place of business will have a price difference. It is up to the client, should there be any personal feeling of uncertainty, to clarify and clearly request pricing, especially if the client is fully aware and experienced that such services or combination thereto are unique and quite extravagant, within the general community of those receiving similar services.

3. Subsequent (negative) actions from **. [redacted] to Cosmos Nail Salon to negate and nullify any or all possibilities of resolve: **. [redacted] departed CNS following its attempt to appease **. [redacted]’s unease regarding its prices for services received in completion through voluntary and prompt payment from **.[redacted]. Upon departure (approx.: 12:30pmEST), **. [redacted] expressed her gratitude towards CNS management in their attempt to comfort and clarify **. [redacted]’s personal oversight and stated her enjoyment of the experience and quality of services received. -Approximately 2 hours following her departure, (2:30pmEST) **. [redacted] contacted CNS via telephone (from (via ID) “[redacted] Hospital ”) from her workplace during business hours, with the intent to recoup monies she personally felt was unacceptable on the sole assumption that though, she had made the conscious decision to patronize a new salon for personal services for the first time, she did not feel personally acceptable for a different place of business to request variable pricing that that of which she had been accustomed to. After extending the proper courtesy toward **. [redacted]’s contradictory refute and demand, CNS respectfully requested **. [redacted]’s contact information (phone number: Which she refused to offer & email: offered) in an attempt to resolve **. [redacted]’s issue of her assumed and manufactured “quote ” to that of which is clearly presented via our “Price List. ” However, as a act of customer service, CNS explained to **. [redacted] that We would once again visit this matter and would be in contact with her within a few days of our decision, though we had already clarified the situation with her and had offered our apologies for any confusion and assumption (as our prices are clearly listed, to negate any confusion in requests). In doing so, **. [redacted] seemed unsatisfied at our offer to look into the matter and reevaluate our decision in regards to her oversight in the services she received.

• At this moment, **. [redacted]’s level of anger and frustration heightened (when she was not given the quick reprise from CNS, she had perhaps assumed and wanted) and stated immediately, “If you (Cosmos Nail Salon) do not give me my partial refund that I am asking for, I will make it my job to ensure you will never get business again. ...Do you know where I work? I work at [redacted] Hospital and if you do not give me a partial refund, all the negative media and press you will receive (because of **. [redacted]’s negative defamatory actions), you will lose out. Do you know that you have competition?”In an effort to stop what had now become a verbal harassment and an act of bullying, Cosmos Nail Salon management respectfully interjected into **. [redacted]’s rage to point out to **. [redacted], that she had just made a clear and direct threat to and towards Cosmos Nail Salon and the well-being of its business in its entirety; And thus, due to her recent action, kindly apologized for the matter (of her own assumption) but informed **. [redacted] that the denial of her request was based on her own actions.

4. The boundaries of the customer/business relationship were crossed: As soon as the verbal threat was made against Cosmos Nail Salon as a consequence for not complying and administering the monetary request from **. [redacted] immediately, in addition to the bullying acts from

**. [redacted] (please see notes following), the basic customer/business relationship was severed. Any right (in this case) **. [redacted] had, as a customer was revoked and voided in lieu of her conscious attempt to use violent and unprofessional means to attain her requests.

• Clear Verbal Threat from **. [redacted]:

i. Should Cosmos Nail Salon not fulfill her request for a partial refund, she would then use any and all means available to abase and damage our business and its wellbeing and future

• Types/Acts of Bullying from **. [redacted]

i. Hierarchichal1 Power Bullying (type of): **.[redacted] used her current employment status/position at her current employer as a tactic to achieve imminent resolve in her favor; as a means of showing her “power” over Cosmos Nail Salon. **. [redacted] felt her current employment status and concurrently her current employer are on a “higher” level than of which of Cosmos Nail Salon to the point where she would be able to manipulate a “lesser” opponent (Cosmos) to believe a potential “large client” and its business revenue would be lost at the hand of her status.

ii. Client Bullying2 (primary) - **. [redacted] is clearly claiming her perceived right to pay ((and not pay) for services requested and received (on her own accord)) only what she personally feels is acceptable through previous services at a competing business. Her perception is not being based on honest and truthful arguments (eg: services were not completed in its entirety) but rather her conscious attempt to exploit and take advantage of the definition of “customer service” in a service industry. **. [redacted] is acting on her own perception through which she feels she has the power to use her role as the “client” to bully Cosmos Nail Salon as the Service Provider to not be held responsible for her own actions, thus not be responsible to be accountable for the total amount of services completed, due to her personal conflict of what she felt the price for services requested “should be,” based upon a competitor’s prices, which were different from that of CNS. Each and eveiy business conducts and operates to its own set of guidelines and prices. It is a fact, that there are competitors in every sector of business, however it is not only the choice but also the sole discretion of each individual business to determine what would be appropriate and acceptable for any or all services and or goods offered. It is the contrarily so that clients/customers are thus held accountable and responsible for any or all goods/services received at the amounts listed and provided to that of the client at the completion of any transaction.

Cosmos Nail Salon Final Closing Remarks:

We, Cosmos Nail Salon have thoroughly investigated all ends of the matter in their entirety. We feel that our decision to deny **. [redacted]’s request for a partial refund is fair and just, as per the details provided in this response document. In the original communique from the Revdex.com, **. [redacted] stated her total services was $65 and requested a $35 partial refund back. We would like to clarify per the ter** of this response, we are to remain to the truth and facts, thus we would like to accurately state that **. [redacted]’s total balance for services due was actually $75USD. In part, **. [redacted] has furthered her derogatory actions of abuse with negative, defamatory reviews on opinion sites that do not reflect the whole truth and withhold many facts regarding the actions of **. [redacted]. We feel that we have been honest and truthful in our remarks and have given our best efforts in order to handle this matter professionally and truthfully. At Cosmos Nail salon, we do neither tolerate nor accept any acts of violence. We have a zero-tolerance policy towards any for** of harassment and or bullying in our place of business. This policy extends from the workplace between our staff to any interaction there of with clientele. In closing, we would like to acknowledge the Revdex.com in their efforts to provide and mediate through honesty and best efforts, a fair and just resolution. We treat our clients with respect and honesty and hold our standard of service to a very high level. This matter, regarding **. [redacted] has been unfortunate. We continue our appreciation for her patronage as this matter see** resolved, based on the specific actions (mentioned above) of **. [redacted]. As a small business, that acted professionally and tried to offer a fair resolve initially (prior to **. [redacted]’s remarks) we kindly request that the Revdex.com please continue their discretion and professionalism to Cosmos Nail Salon and that we look forward to your paralleled thoughts in our decision based on the information provided.

Warm Regards,

Cosmos Nail Salon Management

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I resent the accusations of the business that I was "violent" and "threatening", when in fact I was the exact opposite. They were defensive immediately when I called because they knew when I left that I was distraught. I did not want to make a scene in the place of business and disrespect both myself and them. I called to have this conversation instead, wanting to give them a chance to give me a partial refund or at least apologize for their employees lack of knowledge and communication. They continue to say I am lying and just am not used to this high quality of a salon - No. They have audio and visual tape, which they told me they were going to pull and review, and so they know that I was told the service I was requesting was $30. I even asked for clarification from the employee and made sure she knew it was with a gel polish that I needed a refill. Check the tape. She said yes, $30 plus $10 for the eyebrow wax. As a customer, I expected to pay $40 plus tip for these services because that was what multiple employees told me while I was in the place of business. The girl at the head counter was the first, and the girl doing my actual manicure was the second. I would not have sat down for a manicure if the price I was quoted was $65. They charge $45 for a manicure AND pedicure, according to their price list (reviews on Yelp also back up this price). I will not be bullied by a business that would rather argue with a customer who could be a returning, regular supply of business and refuse to acknowledge that a mistake was made on their part. Websites like "Yelp" exist purely for consumers to provide feedback - none of that is a violent threat, as the business describes. It is my right as a customer to express dissatisfaction with a business that is unethical and dishonest AFTER I communicated with them honestly and respectfully to give them an opportunity to correct it. I was not threatening them by telling them about where I work; I informed them that there are many women in my office who often seek salon-like services and I would be sure to reiterate this experience with them. That is not a threat, that is my right. I don't consider paying "voluntary" because the way this manager handles herself, I expected her to call the police if I refused payment. I do not have a complaint history, as you can see -- even on Yelp -- and resent being treated as though I am a repeat complainer. I was appalled at the way I was treated and feel I was bullied and taken advantage of. I am a paying customer and won't leave without paying my bill, because that is simply against my character. Would she have rather me have stormed out of the business, making a scene in front of her employees and other customers, and refuse to pay?? Is that any way for a human being to conduct the**elves?

The bottom line is I came to a place of business and requested a service, quoted a price for this service, and that is the price I expect to pay. The price should not magically double without the consumer being told, BEFORE service is provided, so that I have the option of refusing the service if I don't want to pay for it. When I reached out to the manager she berated me on the phone and called me a liar, insisting that I was just confused. No. I was not and still am not confused. I will continue to tell people about my negative experience with this business and it should be published that they are disrespectful to paying customers and dishonest in their practices. Again, this is not me bullying anyone or being "threatening" - the only threat to Cosmos Nail Salon is its manager. If this is the way she treats customers, she won't continue to have them much longer.

Regards,