J J Home Spa

Hi ***,My name is ***On behalf of the owner of JJ Home Spa, Emma, my mother, I am writing this response to you in terms of the incident that involves *** * ***Thank you for writing us and letting us know about the complaint from customer ***We appreciate to have this
opportunity to solve the issue.On Oct ***, *** walked in the store and requested a gel manicure and regular pedicureShe asked the price first before she sat downAnd our employee, Yisel, told her the exact price that shown on our price list for each service, and she accepted itShe didn’t say anything during the pedicureWhile during the gel manicure, she checked the pedicure and said that she liked itBut she did ask Yisel to cut her nails a bit more because it was uneven, and said that she liked it againWhen everything was done, she asked how much again so Yisel told her about the break-down of the price as well as the 15% tips*** first paid $When her boyfriend came to pick her up, she asked her boyfriend if he can give her $more because Yisel did a good jobShe even invited Yisel to her event on the weekendThat’s the first time that she asked if she could get the nails fixedYisel offered the next day but *** refused, and still claimed that “nothing’s wrong, I still like you and your job”But the next day, things turned to the opposite wayOn Oct ***, *** came back to the store agitated with her boyfriendShe showed her toe and asked for a full cash refundMy mother told her that according to the law, we were not able to give her a cash refund as is clearly stated on the New York and Federal Employment Notice which is posted on our wall, as well as on other signs on the wallInstead, my mother offered her a fix right away and a in store gift card of $for pedicure onlyBut she wouldn't listen and insisted on getting full cash refund and was getting more agitatedMeanwhile, her boyfriend whispered to Yisel in Spanish that *** did attend a dancing event the night she got the pedicure done and asked for refund tooAnd Yisel again told him that by law, we are not able to offer a cash refundMeanwhile, *** said that she would call the police then left with her boyfriendA minute after, they returned angrily, and that’s when things got escalatedShe screamed at my mother and kept approaching my mother with her fists waving and said that she would call police and get a lawyerMy mom just had a leg surgery the day before so she had to sit down while *** kept cursing at my momMy mom told her that it is ok if she did it, and we would consult our attorney tooAnd then she screamed at my mom saying that why the lawyer with only a $refundWhen she was about to get physical, her boyfriend stepped up and stopped herHer impulsive action even scared two of our customers awayAfter they left, she called couple times that day and asked for full refund as well as talking to our lawyerBut my mom was busy with the other customers but told her that she would call back once she became availableAnd when my mom called back, she didn’t pick up at all, for twiceTwo days after, *** called again and apologized for her behavior on Saturday, and asked for a full refund againRight after my mom said “I’m sorry, we can’t”, she hung up on my mom before she offered the option of the store credit. We are sorry about what happened to her and we would still like to offer her a $in store creditAnd once again, thank you *** for your time and effort on mediating this incidentPlease let me know if anythingThank you and good night!Best regards,*** from JJ Home SpaOct ***