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Golden Nails Salon & Spa

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Golden Nails Salon & Spa Reviews (1)

Initial Business Response /* (1000, 8, 2015/08/05) */
To whom it may concern,
This customer came to the shop requesting her nails to be done with a full set. She asked my nail technician at the time if we had any new nail polish. My nail technician told her that we indeed received some new nail...

polish. She told the customer that they were mood-changing polish, and asked if she would like to try it for free. She accepted the offer for the regular mood-changing polish. We have two kinds of this polish: the regular one, which was the free one, and the gel version, which was not free and was 15$ extra added full set cost.
Then, she came back the next day and complained about the polish not changing colors. We told her it was a new product that we just received and any customer could try it for free at tbat time if they would like to since it was brand new. We asked her what we should do about this. The customer told me that she would like change to a different color. I told her to pick a color and I would repolish her nails for her for free, which we usually don't do. However, she did not want a regular polish service done -- she wanted a gel service on her nails, which is not free due to being the more expensive kind of polish. I told her I could do it for her; but, it would not be free for the gel polish service.
She refuses and chose to wait at my nail salon for hours. During that time, she took pictures and Snapchats of all my employees and myself. She even told me she did all of this and told her friends to never come to my nail salon. She was extremely loud and used inappropriate language in front of everyone present during that time. I chose to ignore her because any time we approached her, she would become very rude and refuse to listen to us if whatever we said was not in her favor. Also, the nail salon was extremely busy at that time and we did not have the time to argue with her about this.
She told me that she would sit there untll I did her gel polish service for free, which I did not do and went on to the next customer. However, I felt bad and approached her, asking her if she had decided what she wanted yet. In an aggressive manner, she pointed at me and said that she wanted me to do a free gel polish service for her. However, I still refused because I worried that if I did this service for her for free now, then the next time she comes back, she may act the same way.
I told her that she has to decide now before I move on to the next customer, because I cannot waste my time like this. She then calms down and asks me where all the colors are at, which she already knew. I indicated where the polishes were at, and she then asked me to pick out a color for her. However, I refused to do this and told her to pick out a color on her own because I was worried that she may come in the next day and say that she does not like the color.
She then picks out a regular nail polish color and I repolished her nails for free. After she dried her nails, she thanks me and leaves the nail salon.
In her complaint, she claims that we used her as a test dummy for a new polish. This is false. We offered her the choice of trying the newest polish we just received for free. She accepted that offer. She had the right to refuse, but chose not to.
Also, we told her to complain to the whoever made the mood-changing polish because that was what they claimed would happen. Although it was unfortunate that it did not indeed change colors, it is not our fault simply because my nail salon was told the same claim. We did not know what would happen, as that was the first time we actually tried out the polish; but, she had nothing to lose because it was free.
She states that we told her that the original mood-changing polish required gel service the next time she came back. This is a lie. The first time she came by, she only asked for a regular nail polish service to be done. We only did what she asked for. She did not mention anything about gel polish service being done whatsoever when she came in. She then asked if any new polish has came in recently, which was the mood-changing polish. We offered to let her try it for free. We did not offer her the gel version simply because she did not ask for it at the time since she was only looking for regular nail polish service to be done. Therefore, she would have received the gel service the first time if she had asked for it at the time, which she did not as she was only seeking the regular kinds of polish.
I have been doing nails for almost 30 years and not once have I forced a customer to be a "test dummy" for new products. We always offer our customers the chance to try out the regular version of our newest products for free. It is their choice if they want to or not. If they are not satisfied with the regular versions of our newest products, then they are more than free to come back and have the same service done for free. This does not mean that they can come back and request a different kind of service to be done for free.
Initial Consumer Rebuttal /* (3000, 11, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm offended that she would depict me as being this awfully rude person when she was just as rude from the time I walked in the salon and asked to speak with her. Its quite disgusting to have experienced such horrible customer service. None of her response was true but it's not like she's the only person who does nails. I hope for the best of business and nothing but great things. I've since then taken my good money some place else and will continue to go on the regular. I want nothing from this awful place since I'm such a liar. Wow. What a story to tell others in the community. Thanks for nothing.

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Address: 4326 Kent Rd C250, Stow, Florida, United States, 44224

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