Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
LaVee Nails
Company Contact:
[redacted]
Company Phone:
[redacted]
Company Email:
[redacted]
Person Who Sent the Complaint:...
[redacted]
Staff Member:
Response:
First of all, I try to put myself in her situation and, yes, I would be upset if someone asked me not to come back to their business. As a business owner, every customer walk in our door is greatly appreciated. We will do our very best try to make the customer happy and come back. It is very sad when we already did everything we could and the customer still not happy, unless we offer her that her service would be free. [redacted] was doing her Shellac manicure for about 45 minutes and she was uncomfortable and didn't want to do her nails,plus she show us a picture on Pinterest, it was a picture of airbrush, not by hand. [redacted] asked [redacted] to help her finished the nails. When [redacted] did her nails, knowing that she was very difficult to please. [redacted] asked her "Can you check your nails before you put your hands in the light, because once you put your hands in there we cannot fix it." He repeatedly said that to her. She checked every single step and was okay. When [redacted] completely done with her nails. She said, "I don't like it." [redacted] was very nice to her, although he was very upset, he just walked away and ask [redacted] to soak her nails off and do again. At this time, I was working with my client, and feel very unfair. I came and told her that, "We have asked you so many times if you like the nails before you were putting your hand in the light and you checked. If you don't like it, you should let us know before we finished with everything. Now that we done, and you want us to redo it, then we will charge you for the soak off." I walked away. Later, she asked to speak to me in private. I told her that, "If you want to say something to me, you can said it now." My other clients were there and witness everything so I want them to know what she had to said. Again, what she said was not acceptable and to her that it was our fault that after two hours of doing her nails, asking her to check everything and at the end she didn't like it and wanted us to redo the work. At this point, I was upset and told her that, I did not want to talk to her and don't come back to our salon again. She said I was very rude and unprofessional. Not only she filled a complaint to you, Revdex.com, she also posted a very nasty and untrue review on the [redacted].com. I have copied her posted and posted on our Facebook page. You can go there and find out what our clients respond to her review. Working and dealing with the public is hard, especially when your business is all you have to raise a family. I am working very hard trying to please everyone, and I am proud to tell you that thousands of my customers are very happy and appreciated what I am doing.
Sent on: 1/22/2015 11:14:24 PM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
It’s obvious from the owners response that she believes that she did not do anything wrong and her treatment of a patron was acceptable. I have two issues with Lavee Nail Salon: 1) If you are unable to complete a particular service state that from the beginning. 2) The behavior in which the owners exhibited when I was trying to explain what was going on was unacceptable. I honestly don’t understand if I was treated so rude because I was a young female or if it’s because I’m [redacted]. As a professional that has worked in the Customer service field my entire life and as a customer I expect a certain level of service and professionalism whenever I visit an establishment. I do understand how hard the customer service field is and that sometimes employees are treated unfair but in this particular situation this was not the case and the owner is a LIAR. The technician [redacted] has painted my nails the last 3 times I have visited their establishment, she actually wanted to do my nails because I generally tip her very well. Normally when [redacted] does my nails I get a basic manicure. When [redacted] could not do my nails like I had asked I told her that I could wait for another tech. If [redacted] could not complete the job he should have said from the beginning the nails where airbrushed in the picture I should him. Instead of waiting until the job was almost complete and saying it would not look the same because it was airbrushed. The main reason why I wanted the polish removed is because when [redacted] was painted the top coat on my nails the [redacted] polish was not completely dry and was smearing. As stated previously when I asked for the polish to be removed [redacted] in turn walked away, which was actually rude. When the female owner commented that it would be an extra charged she didn’t even look at my nails to see the condition they were in. That’s why I asked the question on why would there be an extra charge. Additionally, I did post the review on [redacted] to let other patrons know the treatment I had received and stand by it 200%. I visited [redacted] previous to see there reviews before going to the establishment so I felt it was my duty to let other clients know the service I had received. Furthermore other patron that I had recommend to go to the nail shop, I let them know about the service that I had received. As a business owner why would she take that post and out it on Facebook? This owner likes an audience. If she felt justly about the way she behaved it was no point for her apologizing to her other customers when I was leaving on how she was acting. On top of that, I really don’t care how other people enjoy their services I only care about the service I received.
Furthermore as a customer that gets her nails done on the regular I know that this can be done by hand and was not airbrushed. I have attached a picture of what I wanted done along with a link (http://www.hercampus.com/school/unl/diy-wow-factor-nails) of where I found the picture. Additionally you can view the YouTube Link to see how this can be done by hand (http://youtu.be/TAJ2ApkfJn0) For the owner, instead of getting upset and rude to your patron when wanting a modern service maybe she should take that same energy and get yourself and staff properly trained. Using the excuse that what I wanted was an airbrush technic is absolutely ridiculous. Admit as an owner that what you did was wrong and make a sincerely apology.
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
LaVee Nails
Company Contact:
[redacted]
Company Phone:
[redacted]
Company Email:
[redacted]
Person Who Sent the Complaint:...
[redacted]
Staff Member:
Response:
First of all, I try to put myself in her situation and, yes, I would be upset if someone asked me not to come back to their business. As a business owner, every customer walk in our door is greatly appreciated. We will do our very best try to make the customer happy and come back. It is very sad when we already did everything we could and the customer still not happy, unless we offer her that her service would be free. [redacted] was doing her Shellac manicure for about 45 minutes and she was uncomfortable and didn't want to do her nails,plus she show us a picture on Pinterest, it was a picture of airbrush, not by hand. [redacted] asked [redacted] to help her finished the nails. When [redacted] did her nails, knowing that she was very difficult to please. [redacted] asked her "Can you check your nails before you put your hands in the light, because once you put your hands in there we cannot fix it." He repeatedly said that to her. She checked every single step and was okay. When [redacted] completely done with her nails. She said, "I don't like it." [redacted] was very nice to her, although he was very upset, he just walked away and ask [redacted] to soak her nails off and do again. At this time, I was working with my client, and feel very unfair. I came and told her that, "We have asked you so many times if you like the nails before you were putting your hand in the light and you checked. If you don't like it, you should let us know before we finished with everything. Now that we done, and you want us to redo it, then we will charge you for the soak off." I walked away. Later, she asked to speak to me in private. I told her that, "If you want to say something to me, you can said it now." My other clients were there and witness everything so I want them to know what she had to said. Again, what she said was not acceptable and to her that it was our fault that after two hours of doing her nails, asking her to check everything and at the end she didn't like it and wanted us to redo the work. At this point, I was upset and told her that, I did not want to talk to her and don't come back to our salon again. She said I was very rude and unprofessional. Not only she filled a complaint to you, Revdex.com, she also posted a very nasty and untrue review on the [redacted].com. I have copied her posted and posted on our Facebook page. You can go there and find out what our clients respond to her review. Working and dealing with the public is hard, especially when your business is all you have to raise a family. I am working very hard trying to please everyone, and I am proud to tell you that thousands of my customers are very happy and appreciated what I am doing.
Sent on: 1/22/2015 11:14:24 PM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
It’s obvious from the owners response that she believes that she did not do anything wrong and her treatment of a patron was acceptable. I have two issues with Lavee Nail Salon: 1) If you are unable to complete a particular service state that from the beginning. 2) The behavior in which the owners exhibited when I was trying to explain what was going on was unacceptable. I honestly don’t understand if I was treated so rude because I was a young female or if it’s because I’m [redacted]. As a professional that has worked in the Customer service field my entire life and as a customer I expect a certain level of service and professionalism whenever I visit an establishment. I do understand how hard the customer service field is and that sometimes employees are treated unfair but in this particular situation this was not the case and the owner is a LIAR. The technician [redacted] has painted my nails the last 3 times I have visited their establishment, she actually wanted to do my nails because I generally tip her very well. Normally when [redacted] does my nails I get a basic manicure. When [redacted] could not do my nails like I had asked I told her that I could wait for another tech. If [redacted] could not complete the job he should have said from the beginning the nails where airbrushed in the picture I should him. Instead of waiting until the job was almost complete and saying it would not look the same because it was airbrushed. The main reason why I wanted the polish removed is because when [redacted] was painted the top coat on my nails the [redacted] polish was not completely dry and was smearing. As stated previously when I asked for the polish to be removed [redacted] in turn walked away, which was actually rude. When the female owner commented that it would be an extra charged she didn’t even look at my nails to see the condition they were in. That’s why I asked the question on why would there be an extra charge. Additionally, I did post the review on [redacted] to let other patrons know the treatment I had received and stand by it 200%. I visited [redacted] previous to see there reviews before going to the establishment so I felt it was my duty to let other clients know the service I had received. Furthermore other patron that I had recommend to go to the nail shop, I let them know about the service that I had received. As a business owner why would she take that post and out it on Facebook? This owner likes an audience. If she felt justly about the way she behaved it was no point for her apologizing to her other customers when I was leaving on how she was acting. On top of that, I really don’t care how other people enjoy their services I only care about the service I received.
Furthermore as a customer that gets her nails done on the regular I know that this can be done by hand and was not airbrushed. I have attached a picture of what I wanted done along with a link (http://www.hercampus.com/school/unl/diy-wow-factor-nails) of where I found the picture. Additionally you can view the YouTube Link to see how this can be done by hand (http://youtu.be/TAJ2ApkfJn0) For the owner, instead of getting upset and rude to your patron when wanting a modern service maybe she should take that same energy and get yourself and staff properly trained. Using the excuse that what I wanted was an airbrush technic is absolutely ridiculous. Admit as an owner that what you did was wrong and make a sincerely apology.