Dream Nails

Yes we can offer her a gift certificate for a price of $(30%+ of her$services)for a clean up cuticles, trimming, buffing the nails, and a Polish of her choice( Regular Polish)Mrs [redacted] must call the spa before arrival so our spa manager can issue a legitimate gift for her Thank you and have a safe warm weekendDanny V P [redacted]

Desired outcome: I want a credit to my card of the entire amount paid to Dream Nails...which is $

*** ** ***Dream Nails*** *** ***
*** ** ***In response to customer complaint ID # *** by *** * ***:The customer, *** * ***, claims that her service was subpar and requests her money be refundedHowever, *** *** claims are full of errors and
unfounded.*** *** visited Dream Nails on November 18th and signed in for a fillOnce she sat at the nail station, she requested a cut down pink and white fill with gel coating.She was then quoted $for the service requestedShe balked that it was too expensive, thus we did a basic white gel fill for $insteadShe was consulted that herprevious nail set was thick and should be removed if she wanted a more natural thin lookSo she inquired about the price for this service and was told it would cost her $12for taking off the set and another $for a custom pink and white setShe claimed it was too expensive and agreed to the $white gel fill insteadThe white fill wascompleted as per her request and she expressed satisfaction with the nail work and booked her three weeks appointment with our receptionistShe gladly swiped her creditcard and signed for the charge.Two days later, *** *** called and requested a cash refund for her $back. However, she was notified at the time of service that all nails and spa services arenonrefundableThe spa policy is to fix the problem for no charge within 2-days of service or a gift certificate for the same value of service performed only if the client'sproducts are still on or partially on and not to be removed or repaired somewhere else She apparently was dissatisfied with the response and abruptly hung up the phone onour receptionistAbout an hour later, *** *** called back and requested to come in for a repairShe came back to the spa on November 20th around 2:45pm for arepairHowever, after she sat down at the nail station she requested a take off and replacement with a new set before Thanksgiving DayWe then quoted her $for therequested services but since she was dissatisfied with her first service we reduced that $fee to $She agreed to price for the service and the technician soaked her handsin acetone for the products to melt offThe Technician then suggested clipping down her real nails so that the product would not separate from the adhesiveShe refused butthe technician took the extra step to put more adhesive to prevent separation. Three days after, *** *** called the spa and requested for a full refund yet again.We stated there are no refunds for spa services again but we offered a gift certificate of $All that we requested is that she send us a picture of the product removal in orderto receive the $gift certificateShe claimed she had removed the product from her nails but she refused to send us a pictureShe continued to ask for a refund again incash but was told again that we do not refund for her nails servicesDespite the customer's wanton disregard for the spa policies, we would like to restate that she paidfor all her services with credit cardYet, *** *** continually requested cash backThe other statement that *** *** stated in her complaint was that she did not see any cosmetology license on display in the spa This claim is irrelevant due to the fact our spa does not require a cosmetology license Our spa only offers services for nails and waxing, not hair services We believe we have satisfied our obligations to the customer as per our spa policies We tried to rectifythe customer's issues with our work but it is clear that this customer is just trying to receive free services

We simply do not issue cash back or refund money for any nails or spa services that has been performed by our technician. At our front reception area, we posted bold sign in red stating that "all nails and spa services once performed are non-refundable." Especially when there's a gift
certificate apply to a customer, we simply cannot credit or give money back for a gift certificate that was given by someone else We also have a commitment or a condition sisheet for all new and repeat customers so that they are aware of our policy. If a customer smudged or have accidental incident with their nails then we will gladly repair or fix the nails at no cost. We attempted to make good gestures by offering a re-polished for Ms***, but she does not want a repair or re-polished of her smudged nails but rather a full refund for the services that was performed by our technician Our non-refundable policy was enforced since we open in the year of 2011, therefore we cannot refund cash back for a nails or spa services that was performed by our technician or give money back from a gift certificate that was purchased from someone else credit card.Sincerely,

This letter is in response to additional concerns regarding case ID *** filed on 2/11/by Mrs***. We did not give her girlfriend cash back but rather a 30% discount credit back on her credit card since the service was purchased through a Visa card. Our spa policy is that we DO NOT give cash back or credit back once the service is performed. We used to give money back when we first open in but words get out and services was being abused and we decided to do a gift certificate for a different service to please the customer. Because her girl friend had called and stopped in to speak to our spa manager about her spending budget and that her husband was displeased with the total amount that she had spent and in good faith, our spa manager made a one time exception and issued 30% credit back on her Visa card. Mrs*** did not inform our technician that she had a gift certificate for the price of $until the services was completed. All our technicians are trained and advised to quote every customer's before starting any nails or spa services. Mrs*** selected our Passion Pedicure for $(with regular polished) and a gel manicure with an accent nails for $35. She was quoted for a total of $and had agreed to pay for that price. She was concerned about smudging her polished so our technician used a retail kid's flip flops for her comfort due to her small feet sized and she was fine after her pedicure was completed. We have pedicure chairs in our spa and none of our regular customers has ever complain about the coolness of the water. In rare situation, if it's too cool the customer's can always notify their technician during the time of the pedicure service and without hesitation, the tub water will automatically release warm water. All of our implements and tools are sealed in a professional state board requirement 1/2' x 10' pouch and each pouch is being used per customers. We also have an autoclave that we used for all of our technicians tools at the end of our days.We do not "force" any of our customers to do anything that is inconvenience for them since our policy is to attract repeat clientele. Our regular customer MrsS has Alzheimer and hearing condition and in order for her to hear our technicians we have to speak loud enough for her to hear and understand us. MrsS has misplaced her money and credit cards and couldn't find her husband over Target, therefore our spa manager accepted a check from her to relieve her anxietyIn addition, we only accept checks from our regular customers that has been with us for more than to six years. We don't accept checks or credit cards without a chip readers due bounce checks and credit card dispute after services is performed Finally, If Mrs*** has smudge her polished or dissatisfied with her services, she can simply call the spa and schedule an appointment to fix her polish or get another gift certificate but rather demanded cash back from us through the Revdex.com. In addition, she has written very negative comments on our advertising page without consulting or calling us regarding her situation. We believe this complaint has no basis and is attempt to slander our business

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
TThis is totally untrueMy girl friend went back there and they gave her her cash backMy gift certificate was purchased BT my husband and essentially came from.our shared bank accountI had told him to go there because it was close and convenient for me with leaving my small children homeThe price on the menu was different from what I was chargedAnd no wonder when I went in on a Saturday afternoon we were the only ones in there beside the poor elderly woman whom the manager demeaned yelled at and talked to like she was a child because she could figure our her pin number to the ATM she was forced to use because the company illegally forces people to use their ATM if the amount of purchase is under $Sorry I'll be reporting that to the department of labor as well if you don't want to issue my refundI din not "smudge" the polish was caked on in thick coats as it is unreasonable to have a client sit for minutes drying and still have messed up polishYou mean to tell me I should have waited over an hour to not "smudge" sorry but I'm a professional nail tech and I know how to polish and how long drying takes as well as how to be hospitible to my clientsWe came together of the of us were rushed through our pedi before the third even startedThen sat at all separate areas of the salon??? When you go with friends to a spa its to experience the services together not be rushed out the door when there was clearly no one waitingI will be sharing all this info on social media as well as on yelp and any other business review siteNot that I need to because out if ten of the people I have told about it already had the same previous experiencesNo wonder there is a sign posted no refunds as stated jb the previous responseSounds like several woman ask for refunds on a daily basisService is below standards even for that type of low quality salonDon't worry I'll be sure none of my friends family or their friends step foot in that place called a businessWho by the way used old dirty used flip flops that were prob children's sized and not cleaned or sanitizedAs well as my towel placed on my pedi tub that was soaking wet cold and looked like it had been previously usedIf I don't get my money back my complaints do not stop hereI'll be notifying the department of labor as well

Yes we can offer her a gift certificate for a price of $22 (30%+ of her$73 services)for a clean up cuticles, trimming, buffing the nails, and a Polish of her choice( Regular Polish). Mrs. [redacted] must call the spa before arrival so our spa manager can issue a legitimate gift for her.  Thank you and have a safe warm weekend. Danny V P[redacted]

Desired outcome: I want a credit to my card of the entire amount paid to Dream Nails...which is $75.