Serenity Day Spa & Salon

Review: This place is very unprofessional, the product used are very poor in quality. We went in for a mani pedi and a massage. Our mani pedi where horrible. the nails are peeling after a day or two. I called to get a refund and they did not want to do anything to make the situation better. We spent over 300 dollars and tiped very generusly for a very poor job.Desired Settlement: We would like a full refund for our many pedi because our nails are peeling off and look horrible already and it hasnt even been a week.

Business

Response:

RE: [redacted] I am responding to your letter dated 2-4-16. I received a telephone call from [redacted] who set up appointments for her and her daughter in law, [redacted]. They requested an appointment for Gel Manicures, Pedicures and one hour Swedish massages for each of them. I gave them an appointment for 9:00am on Saturday 1-30-16. Upon arriving at our facility, [redacted] was taken into a room for her massage and [redacted] was taken to the nail room for her gel manicure and pedicure. I entered the nail room where both clients were getting services after [redacted] finished her massage and I asked how she enjoyed her massage. [redacted] replied, “It was wonderful!” and she stated that she was, "so relaxed”. Her mother in law, [redacted], was getting her nails finished and she commented on how beautiful the place was, and stated that she loved everything so far. I left the room and returned to the front desk. These ladies then switched technicians and continued getting their services. Upon finishing all of their services, both women came to the front desk at approximately 12:30pm and I asked them, as I do everybody, how their services were and if they both enjoyed themselves. Both women stated that they loved the girls, the services were wonderful and they were happy. I reviewed the charges with them and they told me it was very reasonable. They received gel manicures at $40.00 each, Pedicures at $30.00 each, one hour massages at $65.00 each, I also told them that since we had to remove gel polish that was put on at a different facility there would be an additional $5.00 removal fee each, bringing the totals to $140.00 each. [redacted] paid the bill for both her and her daughter in law ($280 +tip). I continued talking with both women, asking if they were celebrating an occasion or what the reason for the spa day was. They responded by telling me that they take long weekends and go different places treating themselves and going to the casino's and dinner. They told me that after leaving our place they planned on going to Tanger Outlets (which is an outlet mall close by) and then hitting the casino. I explained to them that we guaranteed the gels for 10-12 days, so if they chipped or came off, we would repair them for free, but to call for an appointment rather than just stop by, They smiled and told me again how much fun they had and how relaxed they were and that they would be back to see us again. The following week, I received a phone call from [redacted] stating that she wanted a full refund of $300.00. When I asked her why, she stated that the gels had come off of her nails the same day they were put on. I told her that we guarantee them and would be happy to repair anything if she would come back to our salon. She stated that she lives in [redacted] and did not wish to drive that far for a nail repair. I informed her that our policy was that we would repair them for free, but would not give refunds without being able to inspect the damage. She was not pleased with my response and got upset. I then asked her why she was requesting a refund for the foil amount and not just for the gel manicures. She stated that the massage was awful and the pedicure polish did not stay either, she then threatened that she was going to go to the internet and write a bad review. I told her that she could do what she felt was necessary, but that X was not rebinding money to her. (Especially when she was not even the one who paid for the services, her mother in. law paid). [redacted] then replied, “Don’t you care if I’m going to say bad things about you on the internet?” again I replied to her that she should do whatever she felt she needed to do, but that our policy is as I previously stated, and we do many gel manicures and don’t have a problem with them coming off as quickly as she stated, and if indeed the gel polish came off that same day, she should not have watted a week to call me about the problem. She stated that she would slander our business on the internet, and then hung up on me. Our policy regarding our gel manicure guarantee is that we will repair damaged or missing gel nails up to 10 days after application, we do not issue refunds for gels or any other service we provide without being able to inspect the damage so that we can determine what went wrong. I feel that we should not be refunding money to [redacted] based on the following points: 1. [redacted] did not pay for these services. They were paid for by [redacted], her mother in law and [redacted] has not voiced a complaint. [redacted] and [redacted] both told me personally, multiple times during their visit to Serenity that they were happy with the services they were receiving. They were very complimentary about the salon, the girls providing the services and the services themselves. 2. [redacted] stated in her internet review that the products we use were/are of very poor quality. We use OPI, CND and Gelish brand polishes. These are top of the line, very respectable brands, not “some cheap Barbie polish” as she stated in her internet review. 3. [redacted] stated that, “this place is very unprofessional,” in her internet review, which is contradictory to what she had said on the day of her visit. Before leaving the spa that day while she was talking with me she stated that, “the girls were wonderful and so nice.” Never once was anything negative mentioned. Both women stated just the opposite. 4. [redacted] stated to me during the initial phone call requesting a full refund that the gel nails had come off the same day they were applied, but in her internet review, she stated that the nails were peeling after a day or two.