Phantastic Nails & Spa

Phantastic Nails & Spa 255 Marketplace [redacted]...

# C4, San Diego, CA 92113 Phone: 619–263-0925
Monday, March 14, 2016
Customer Information:
[redacted], Imperial Beach, CA 91932 Phone: [redacted] Email: [redacted]
Reference: Revdex.com case ID #[redacted]
Dear [redacted],
Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
In responding to your complain to the Revdex.com regarding for service provided at Phantastic Nails & Spa on 02/15/16, you came to us on the specified date requested a pedicure and manicure for both yourself and your daughter. The services were performed by our staffs, [redacted], [redacted] and after they were completed, you were assisted by the onsite supervisor at the time, [redacted] for payment. After your credit card was swiped, we received an error from the machine stated that the card could not be read and after multiple attempts were made, the transaction was still not accepted by our merchant. As a result, [redacted] kindly asked if you could utilize the nearby ATM machine that’s very conveniently located in the same plaza as the salon and pay with cash since all possible options were exhausted. Without any comments to the onsite supervisor’s request, you were frustrated and rushed out to the car and started honking as a way to call your daughter to join you. However, she struggled with making a decision if she needed to leave as her nails were still in the process of drying and they would be ruined had she stepped away. Since our staffs received no response from you, they assumed that you were going to obtain money from the ATM and then come back to remit payment as well as picking up your daughter. Seeing the dilemma that you daughter was facing with not wanting to ruin her nails since they were still wet, our staffs gave her the option that she could stay to finish drying her nails if she wanted to while waiting for you to come back. At last, you did come back to remit payment but was very disrespectful towards our staffs as the money was thrown on the counter and then you took off. The accusations that you made towards our staffs and business were that your daughter was forced to stay behind and that our staffs were taking pictures of your car. In reality, your daughter chose to stay so that her nails would not be ruined as she was also under the impression that you went to get
money and then come back to pay and pick her up. As for the other accusation of taking pictures of your car, the staffs were just innocently conducting the normal course of activities by making calls or socially using their phones.
Please accept our sincerest apology for any trouble or inconvenience that this situation may have caused you. However, in all fairness, we would sincerely appreciate if you could carefully reflect on the situation as we feel that every accommodation were made by our staffs to ensure that we provided you with the best service possible. We will further evaluate how we can prevent this problem from occurring again in the future and it’s our goal to retain you as a satisfied customer. Therefore, we are happily extending our offer to you with a 50% discount on any services and hope to see you again in the future.
Thank you,
[redacted]
Co-owner of Phantastic Nails & Spa Phone: 619–674–9079 Email: [redacted]

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.
Your staff is lying to you in regards to what happened and of course they would so they don't get in to trouble. My daughter told me that they said she couldn't leave until I paid for services. I will believe her over them any day. One lady even came out to my car saying that I had to leave something behind or my daughter has to stay. And YES your staff member ran outside as I was backing my car out of the space and took pictures of my license plate. I had no problem going to get the money and wasn't in position to walk across the lot and thus reason for needing to drive.
By grace of God, you should count yourselves lucky that I didn't do a smear campaign on social media as some people told me I should. I have more class and manners than that. I just needed you to know what happened and your staff need to learn some better customer service manners. I will apologize for tossing the money on the counter, but at that time it was well warranted.
It was how they handled it that was the problem. I don't want any discount because we won't be back. My daughter's birthday was ruined because of your staff, not because of my actions.
[redacted]