She She Beauty Bar

[redacted]
[redacted]
[redacted]
[redacted]
We welcome unfiltered feedback from any client that has ever has a fantastic or horrible experience from us....

 We know that we wouldn't be here without loyal clients.  Although we strive for perfection we also know that there will be times where we won't be favored by every client.   We are a business that has many systems within our service that allows us to "check in" on our clients. 
I was extremely frustrated when I read the 2 bad reviews (yelp and facebook) by this client.  In these instances I always jump in (as seen in all of my public responses to other online reviews) and offer to make the situation better for the client and usually that involves offering another service on the house so the client can have a different experience.  We realize we make mistakes sometimes and so we understand the client perspective is very important whether we agree with it or not.
This clients review was the first time in our 6 years of business that I felt that I HAD to defend my business because the review was riddled with false claims.  Although we know there are times that poor review is warranted we do not believe this claim with the Revdex.com or the poor reviews were warranted.
Let me outline:
1.  This client claims she arrived 3 minutes late but she actually arrived 10 minutes late to her 45 minute appointment.  At that time we kindly offered to give her a different pedi that would fit into her tardy time frame.  She didn't seem to like that offer so we also offered to reschedule her appointment to another day so she could get the intended 45 minute service.  She chose the first option.  It would not have been fair to the rest of our clients scheduled to have run 10-15 minutes over into their appointment time because this client wasn't on time.  We felt like we offered reasonable options to make the situation better all while we took into consideration the appointments of our other scheduled clients.
2.  Client's service, per her choice, was changed to a Quickie Pedi with callus elimination.  She states she didn't not receive callus elimination which  is false.  She did receive that add-on from her technician and that is confirmed by her technician and my manager who kept on eye on the appointment as it was happening.
3.  The nail technician (a 2 year veteran of She She and client favorite)  attempted to make conversation with client even though she could tell client was visible upset from the time she came into She She.  Technician even offered to throw in a massage if her next client was late.  Her next client was on time so she wasn't able to do the massage but the point is we continued to try to make this client happy and ease an unfortunate situation.  This nail technician is a positive part of our team and takes a lot of pride in her profession.  She would have be more than happy to redo the clients polish had she known that her client was unhappy.  It was actually noted that the client commented on how much she liked the color.
4.  Timeline-  Clients appointment was scheduled for 1:45.  Client arrived at 1:55.  Client  spent a couple minutes picking out polish and service started just before 2pm.  Technician did full Quickie Pedi with Callus elimination and finished up polish at 2:30 which was the time the original service was to end.  The service was 30 minutes long which is the intended time for a Quickie Pedi.  Client checked out at 2:36 with a gift card.  Service total was $32 and a $3 tip was given making her total ticket $35 (not $38).  Client then browsed through our retail and purchased a pair of earrings for $15 then departed.  Client check in time, and check out time as well as ticket total and method of payment are all verifiable through our computer system which logs everything.  Unfortunately this proves the client is fabricating an untrue story to the public and the Revdex.com which can be harmful to this small business.  In addition client claims that we pressured her into leaving a tip.  The only time we ask if a client would like to add gratuity to a service is if they are paying with a gift card.  The reason is when we run a gift card we have to know ahead of time if they want to add a tip.  We can't do it after  the fact and there is no line on the receipt paper to add it later.  Clients often decline to leave a time on a gift card and tha'ts fine.  Tips are like an extra bonus and we don't expect them if we didn't do a good job.  We never make people feel bad and we handle tips confidentially, in fact when our technicians receive their tips they only see a grand tip total and not what each client has left them.
5.  As I mentioned previously we have several points during a client experience where we like to check in and make sure our client is happy.  Upon finishing any service our technician is to ask the client "how do your toes look" or "what do you think".  This is a great time for a client to speak up and say I don't like the color or it's not to my liking.  This client responded she liked the color.  Upon check out we always ask "how was everything today".  This is our next opportunity for a client to speak up and let us know if they are not happy.  This client responded "fine" which is not the normal glowing response but we were also taking into account the fact that the client was unhappy from the minute she arrived late to her appointment.  We also offer a 3 day chipped polish guarantee which can be found on our website and on our menus.  This client didn't contact us to let us know her polish chipped nor did she even speak up at any point during her service about any of the things she claims happened.  If she had we would have done anything and everything in our power to make sure she left happy.
As you can see from above I have strictly stated facts but we honestly all felt like we did everything in our power to try to make her time with us as best as possible but I think we were doomed from the moment this client arrived late to her service as she didn't like anything we offered, said or did.  She skipped straight to writing a review about a fictitious experience.  We are glad that this client was able to use her gift card on her visit with us and it's unfortunate that she didn't enjoy the sanitary, consistent, personable service that we strive to provide.  It sounds like this client has found a better place to get her pampering and we are happy for that!  I will not pay her $20 for that.  We also stand behind the computer data, time logs and receipts during her pedicure with us.  This client paid for a service that she DID RECEIVE IN FULL.  We will not reimburse her for that either. 
Best,
[redacted]
Owner/Founder
PS please list me as your contact and remove [redacted]