Krystal Nails

Initial Business Response /* (1000, 5, 2017/06/28) */
To Whom It May Concern:
My name is [redacted] I professional worked on [redacted]'s on June 19, 2017. She wanted to apply a long acrylic set of nails with the stiletto shape, which is a custom shape. Our price for the acrylic set starts at...

[redacted] & up depending on the length. Before I did the polish, I asked her "is everything alright"? She then said that she liked them. When [redacted] asked her to pay for the service, a problem occurred. [redacted] had explained to her that her nails were [redacted] because she requested for set of long nails with the stiletto shape. The length of her nails cost [redacted] plus an additional ** for the stiletto shape. Adding up to [redacted] just for the nails alone. She also requested for a pedicure, which costs [redacted] That being said, the cost of her nails including the pedicure was a total of [redacted] She is the one that requested the services, however after they accomplished she did not want to pay for the price of the services. If you have any questions about this matter, please contact me at (XXX) XXX-XXXX. Thanks.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2017/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept because asking "is everything alright" does not tell me what the prices are for the service. There was no clarification on their menu or verbally told to me that stiletto nails increased the price or at what length the price goes up at. No one asked me "your total will increase because of the length/style by $X, is that okay?". Perhaps a customer had only brought in [redacted] exactly for the services that they were expecting, and ended up getting charged [redacted] because of unknown fees, what happens then? Is the customer incriminated for not being told of these extra fees that the salon FAILED to inform them of? There are reasons why customers need to be informed of things that cause a price increase. It's wrong that they quietly impose extra fees without informing the customer first, and wrong that they seem to expect me to know their vague fees because "they do that everywhere". Had I been asked "your nail length/style will be a [redacted] extra fee, should we continue?" I would have said no and gotten a short, plain style for the price advertised.
Final Business Response /* (4000, 10, 2017/07/11) */
To Whom It May Concern:
The pricing that the customer saw on the menu online was an outdated pricing that dates back to nearly 10 years ago. It does not accurately depict the current prices of the store. Although, the online prices were posted, neither of the shop owners have ever posted anything in regards to the pricing of the store on any online websites. This is even evident with our yelp, for there are no prices listed on it. The price menu must've been posted from a third party that we had no control over nor were we even aware of. Moreover, prices are subjected to change over time. As business owners we have to set our prices to match the current competition of the market. No business can stay at the same pricing over long lengths of years let alone a decade. For example, prices of gas or even candy has fluctuated over the span of the years, the prices that we set in our shop is no exception. However, we do have an accurate price list that is set up in the front of the store for any customer to browse at. In addition, it appears that the customer failed to see the current price list that we have set in the front of the shop that sits right next to the sign in sheet. If the customer was aware of the prices she would understand that some services have a fixed based price with an "& up" that follows the base price of that service. The "& up" represents any additional cost that may apply to certain services that are requested. If a customer fails to comprehend the meaning of the "& up" portion of the costs they can simply ask and we would be able to answer their questions. Each customer is charged accordingly for their own specific requests and needs. Some requests and services take more time than usually and we have to charge accordingly for our time. For example, it takes more time and craftsmanship to work on special requests such as hers, which included the length of her nails and stiletto shape. Thus, resulting in the increased costs of her nails. She requested for our services and we tailored to her requests accordingly. Furthermore the customer also failed to ask how much her set of nails would cost before requesting the additional services. Usually, most customer would refer to the list of prices that we post in front of the shop to have an idea of how much the services would cost. If any customer would have any questions then we would be able to address all of their concerns. There were no hidden fees or anything of that sort, the pricing we set in the store clearly depicts the costs of our services. Any customer can conveniently look at the prices and take it into consideration before they request our services, especially since it is so easily accessible in such plain view. For your viewing convenience, I have attached a picture of the list of prices that is posted in our shop.
Sincerely,
[redacted]