Complaints

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• Initial Complaint

  Date:08/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went for a classic pedicure which is $30.00 on the website. Upon trying to remove the polish a couple weeks later, the nails were all damaged and broken. There is also a black fungus that is nearly impossible to get rid of without costly treatments that are aggressive. The technician put a gel chemical that was NOT asked for and not used for a classic pedicure. When the toenails (see photos) were deteriorating badly *** painful the spa did not care. They literally did not want to talk about it or rectify it by refunding the money. The refund is basically needed to pay for the treatment necessary to get rid of the fungus and start mending the mess left behind after this Horrible experience. People need to know that the spa does not take proper care to avoid cross contamination nor do they have an understanding of bacteriology and infection control. I would like to know if anyone has a license to practice.

  Business Response

  Date: 13/10/2024

  Dear ****************** name's ***** who spoke to this client a few days ago. She called and asked me to refund $60 dollars on the phone because her mom 86 years old just wants a regular pedicure and we do shellac on her that cause nail fungus. I said I'm so sorry about that but let I explain to you. We always show customer the pedicure list and service with price on it before we do . And ask her when did your mom came here and can you please bring her back for us to look at her nails. She didn't answer me when did her mom came and she refused to bring her mom back to show us. She talked impolitely try to theathening me if I don't refund money she will write bad review on my page. I told her right now I'm so busy with another customer please come back with your mom we will help you then I hang up the phone because I have many customer with appointment waiting for me if I keep holding the phone to listen I will late all my appointment. Right afterthat she post review on my page with the photo of her mom nails and the colour already removed all the nails look overgrow like she gets it done long time ago, the big toe nail has a layer nail peel of because she did wrong way colour removed. She damage her mom nails by herself . The shellac colour can't remove by someone not a professional because we have to use the machine to grind it off and must be very gentle. On the review she said my page show the price $30 for regular perdicure and we charge her mom $60 for pedicure shellac. I think she may confuse my salon with the orther salon because we don't have the price on the page we have the price in the salon only and our price for regular pedicure $40, shellac pedicure $50. How can we know who is on the phone without showing in person and receipt to make sure that she did her nails in my salon. If we do something wrong she should let us know right away or come back within a few days don't use for long time until need another pedicure and call for a refund. How does the business can stand if all customer like that. Thank you so much for your time reading I'm very appreciated ! 

  Customer Answer

  Date: 15/10/2024

   
  Complaint: 22392182
  
  I am rejecting this response because:

  What ***** said is, in fact, not true.  There was no pedicure list and service menu shown before the service.  I specifically asked for a classic pedicure.  After checking on the website it did state the cost was half of the price I was charged.  Interesting that the website is now down as well as the prices listed on other platforms.  As for the suggestion that I went elsewhere.  Check the appointment book to see that is not an option out of the truth.  The bottom line is that there was a lack of any protocols followed to ensure the safety of your client, a lack of caring after destroying my toenails which were perfect upon coming to your establishment, and a refusal to take responsibility by refunding so I can take care of the measures necessary to rebuild what Cutie Nail Spa has  destroyed.  In closing, ***** revealed in her reply that she is not professional or caring about the clients by saying that she hung up because she didn't want to be late for her appointment while I was calling traumatized by what I was looking at on my feet!  Shameful and grossly unprofessional and hurtful.  
  
  Sincerely,
  
  ******* ******