Complaint Review: Luxury Nail & Spa

I walked in around 6pm last night, August 29th, 2014 to treat my sister in law to a little birthday treat. I received a plain manicure and she received a manicure and pedicure. It took about 45 minutes to be seated due to appointments and when I was seated for my manicure, I waited for about 20 minutes to actually have service done. The lady who came over to help me was not apologetic for the long wait and could care less about doing HER job that she was getting PAID to do. I didn't say a word during any of it, hoping that my nails was better than the poor attitude and service I was already given. She asked me to pay before she started to paint my nails in which I told her I wanted to wait until mine and my friend's nails were done.

My wallet kept dropping on the floor so she offered to keep it at the counter until I was ready to pay, so I said okay. She was so fast in doing my nails that there was paint around my skin, nothing was even or thorough. I let them dry and waited again. We came about an hour before closing so at this point, she was running around trying to close the shop and talking on the phone about plans for that night. I was irritated that my time didn't matter and I began to feel uncomfortable. She was still talking on the phone when she finished my top coat and walked away. I looked back to see how my sister was being treated and she was happy! The lady doing hers was sweet and kind to her, which I apprecaited. She then turned around and asked if I had paid and I said not yet, I'm waiting until were both done. So she looked over me to my lady and said a few things I couldn't understand. The lady whom was doing my nails stood up and walked over to the counter to help another customer. Once my nails dried, she applied cuticle oil to my fingers and told me that it would "just rub in". There was so much oil on my fingers I could oil a pan with them. So I bit my tongue and said okay.

Trying to rub it in, it did nothing. It was so oily and greasy, I didn't know what to do at that point. I had NEVER complained about a service in my life. Even if I received food that was undercooked, I couldn't take it back. I didn't have the heart. When my sister was done and we were ready to pay, an older lady (someone different than the two conversing between my sister and I) told me I had paid already. I paused and explained to her that I didn't want to be charged yet until we were done. Some ooh... ooh..'s later, what was done was done. I bit my tongue again, gave the tip they deserved and walked out. When I got in the car, I tried again and again to rub the oil in but it was no use. At that point, I realized I couldn't let $55 slip through my oily fingers. I decided to walk back in and tell them how I felt about this service. The younger lady that helped me was no where to be found so I talked to the older woman who were at the counter.

I explained to them that I wasn't happy with this service, there's oil all over my fingers, it's not rubbing in, and I'd like the polish to be taken off and given a refund. Some more words were exchanged that I didn't know about and some yelling was involved in getting the younger girl to come out from the back. Neither of those women would help me and I know the lady who was helping me was NOT the owner, she was no older than 19-20. When the lady finally walked out, she rolled her eyes and said "what's wrong." In a tone that was rather embarrassing for me to hear and made me cringe as I work in the customer service industry and you do not approach an upset customer like that. I explained again, that I wasn't happy with the service. She told me she'd fix what was wrong, but in a tone that was not sympathetic and came off as a chore. Their open light was off so them having to do anything past 7:01pm was merely impossible.

She refused to give me a refund because the "service was already done". The service, in which I received, was a chore. I kept telling her about my unsatisfaction and her poor attitude has made me feel uncomfortable. She didn't want to listen but wanted to "fix it". I shouldn't have to come BACK to get what I had paid for done right. It was extremely nerving to see the other women stand there doing absolutely nothing but look wide-eyed. I was shaking so bad when I left and merely left me in tears, I was so embarrassed by their attitudes. I would still like my refund of $55 back to me.