Diva's Hair & Nails

It's obvious that this customer cannot be satisfied, no matter how we respond.  There is not a return policy for personal services in a beauty salon. We redid the nails she was unhappy with once at no charge.  We are grateful for the many happy clients we serve on a regular basis. We are happy this customer found another salon whose services make her happy and we wish her well.

Thank you for the opportunity to respond to Ms. [redacted]'s complaint. Ms. [redacted]m came into the salon on Friday February 17th and had both a pedicure and manicure.  She paid for both services and never mentioned that she was unhappy.  The next day her mother called and...

complained that she was unhappy with her manicure.  I scheduled an appointment for her to come in the following day and I would redo her nails personally.  Ms. [redacted]m didn't come in for the scheduled appointment and didn't call to cancel.She came into the salon again on Wednesday February 22nd without an appointment and I had one of my technicians redo the nails she was unhappy with.  As she was leaving she stopped at the reception desk which is next to my nail station and I told her the service was complimentary.  At that point she told me she was unhappy and wanted a refund.  I offered a refund but told her I would clip the nail tips off.  She responded that she was too busy and had to go to work.  I told her it would take just a few minutes and I'd file the edges so she could go to work with presentable nails.  She declined and left. There were other clients in the salon at that point who were aghast at her behavior and demand for a refund, stating that there was nothing wrong with her manicure.On Friday February 24th Ms. [redacted]m returned with her husband who demanded a refund and threatened me personally.  I did file a police report because he inferred that he was a police officer and I felt he was using his position to try to intimidate me into giving a refund.  I later learned he is a correctional officer at a local prison.  At that point they threatened to use social media complaints to negatively impact my business.  Ms. [redacted]m has written very negative comments about me and my salon on local Facebook groups, my Facebook page and now by writing to the Revdex.com.  Many of my nail customers defended me extensively on Facebook and my clients remain loyal to my salon.Customer service is very important to me and we always offer a correction or repair if someone is unhappy with a service.  We provided a complimentary manicure even after she missed the first appointment we scheduled as a result of her mother calling to complain.  It's a rare case for us to have an unhappy client.  In this situation I don't believe there is any way we could have made Ms. [redacted]m, her husband or her mother happy.