Pronails & Spa

July 14, 2014Dear [redacted] ,Thank you for taking time to communicate to us regarding [redacted] 's complaint.As a service business, we always try our best to satisfy our customers need and expectation; however, it’s also vital to our business to have our policies enforced which involve the No Refund and Days Guarantee policiesOn the event of June we did mention to [redacted] that if there is anything wrong with her nails she could come back within days to have it redone at no chargeWe are aware that this policy could be hard for clients to understand,but this is just a way for us to protect ourselves from wear and tear matter.We treasure [redacted] business and would like to settle this matter amicably by inviting [redacted] and her daughter back to our shop for their two manicures at no cost.Thank you for bringing this matter to our attention and apologies for any misunderstanding or any hard feeling caused.Sincerely,

July 14, 2014 Dear [redacted] ,Thank you for taking time to communicate to us regarding [redacted] 's complaint.As a service business, we always try our best to satisfy our customers need and expectation; however, it's also vital to our business to have our policies enforced... which involve the No Refund and 3 Days Guarantee policies. On the event of June 16 we did mention to [redacted] that if there is anything wrong with her nails she could come back within 3 days to have it redone at no charge. We are aware that this policy could be hard for clients to understand, but this is just a way for us to protect ourselves from wear and tear matter.We treasure [redacted] business and would like to settle this matter amicably by inviting [redacted] and her daughter back to our shop for their two manicures at no cost.Thank you for bringing this matter to our attention and apologies for any misunderstanding or any hard feeling caused.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the remedy Pro Nails is now proposing is what we initially requested when we returned to the establishment and first complained.  However,Pro Nails staff insulted us and refused to redo our manicures without being paid a polish change fee.  We do not trust Pro Nails' competency or their will to satisfactorily re-do our manicures, and believe it would be a waste of our time to return.  While, in their letter Pro Nails indicates they have a no refund policy, for us a refund for the two manicures is the only acceptable remedy. Therefore, we reject Pro Nails' response.  We appreciate Revdex.com's intervention in this matter.
Regards,
[redacted]

July 14, 2014
Dear [redacted],Thank you for taking time to communicate to us regarding [redacted]'s complaint.As a service business, we always try our best to satisfy our customers need and expectation; however, it's also vital to our business to have our policies enforced...

which involve the No Refund and 3 Days Guarantee policies. On the event of June 16 we did mention to [redacted] that if there is anything wrong with her nails she could come back within 3 days to have it redone at no charge. We are aware that this policy could be hard for clients to understand, but this is just a way for us to protect ourselves from wear and tear matter.We treasure [redacted] business and would like to settle this matter amicably by inviting [redacted] and her daughter back to our shop for their two manicures at no cost.Thank you for bringing this matter to our attention and apologies for any misunderstanding or any hard feeling caused.Sincerely,

July 14, 2014Dear [redacted],Thank you for taking time to communicate to us regarding [redacted]'s complaint.As a service business, we always try our best to satisfy our customers need and expectation; however, it’s also vital to our business to have our policies enforced which involve the No Refund and 3 Days Guarantee policies. On the event of June 16 we did mention to [redacted] that if there is anything wrong with her nails she could come back within 3 days to have it redone at no charge. We are aware that this policy could be hard for clients to understand,but this is just a way for us to protect ourselves from wear and tear matter.We treasure [redacted] business and would like to settle this matter amicably by inviting [redacted] and her daughter back to our shop for their two manicures at no cost.Thank you for bringing this matter to our attention and apologies for any misunderstanding or any hard feeling caused.Sincerely,

Review: Within the span of 4-6 weeks 3 members of my family patronized PRONAILS & SPA for pedicure and nail services that totaled over $250.00. On Monday, June 16, 2014, my mother and I went to PRONAILS to receive two Gel Fill-ins and two pedicures. Julia gave me a Gel Fill-in which had several flaws. I complained to her about the gel not being evenly applied and the small bumpy bubbles on my nails. Julia denied that there was anything wrong with the gel and proceeded to file the bumpy bubbles on my nails and indicated that everything was fine. Meanwhile, my mother complained because Julia (who said she was the Manager)did not tell the technician that my mother wanted a Gel Fill-in, and therefore my mother was given a regular acrylic fill-in. Julia's response was that if my mother had a problem with her nails to come back and they would fix it. No fee was mentioned, which implied any repair would be free. Because it was late and the shop was about to close we left. Six days later, Sunday, June 22nd, we returned to PRONAILS because both my mother and I were dissatisfied with how badly our manicures had deteriorated in less than one week. My nails had cracks under the gel surface and chips where Julia had filed the bumpy bubbles. My mother had chips, etc. These manicures usually last 2-3 wks. Our nails were not a week old, but looked 2 wks old. Upon entering the shop, we explained that we needed our nails repaired. They had us wait for 40 minutes then Julia, another female staff and the male staff refused to repair our nails without a fee, and only offered a polish change, at the regular fee. They said we would only get our nails done over free of charge if we had returned in 3 days. While this 3 day policy was nowhere in writing nor explained by Julia on June 16th, the staff kept referencing the 3 day period, saying it was standard for all nail shops. The male insulted us by saying if they fixed us for free now, we would return in a week for another free repair. We left the shop without satisfaction.Desired Settlement: While we were insulted and received poor customer service, we only want settlement for the shoddy work that was done. We would like the cost of both manicures,$57.00($26.00 + $31.00), refunded. We were insulted and not treated well as customers and have no confidence in the PRONAILS & SPA staff.

Business

Response:

July 14, 2014

Dear [redacted],Thank you for taking time to communicate to us regarding [redacted]'s complaint.As a service business, we always try our best to satisfy our customers need and expectation; however, it's also vital to our business to have our policies enforced which involve the No Refund and 3 Days Guarantee policies. On the event of June 16 we did mention to [redacted] that if there is anything wrong with her nails she could come back within 3 days to have it redone at no charge. We are aware that this policy could be hard for clients to understand, but this is just a way for us to protect ourselves from wear and tear matter.We treasure [redacted] business and would like to settle this matter amicably by inviting [redacted] and her daughter back to our shop for their two manicures at no cost.Thank you for bringing this matter to our attention and apologies for any misunderstanding or any hard feeling caused.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: the remedy Pro Nails is now proposing is what we initially requested when we returned to the establishment and first complained. However,Pro Nails staff insulted us and refused to redo our manicures without being paid a polish change fee. We do not trust Pro Nails' competency or their will to satisfactorily re-do our manicures, and believe it would be a waste of our time to return. While, in their letter Pro Nails indicates they have a no refund policy, for us a refund for the two manicures is the only acceptable remedy. Therefore, we reject Pro Nails' response. We appreciate Revdex.com's intervention in this matter.

Regards,

Business

Response:

July 14, 2014Dear [redacted],Thank you for taking time to communicate to us regarding [redacted]'s complaint.As a service business, we always try our best to satisfy our customers need and expectation; however, it’s also vital to our business to have our policies enforced which involve the No Refund and 3 Days Guarantee policies. On the event of June 16 we did mention to [redacted] that if there is anything wrong with her nails she could come back within 3 days to have it redone at no charge. We are aware that this policy could be hard for clients to understand,but this is just a way for us to protect ourselves from wear and tear matter.We treasure [redacted] business and would like to settle this matter amicably by inviting [redacted] and her daughter back to our shop for their two manicures at no cost.Thank you for bringing this matter to our attention and apologies for any misunderstanding or any hard feeling caused.Sincerely,