ComplaintsforRustic Rose Salon & Spa

• Initial Complaint

  05/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The owner of the salon booked my appt with another tech but when I came in for the service the owner did my nails. throughput the service she was burning me with the drimmel and misshaping my nails. She was notified several times with how unhappy I was. She told me to pay and she would let me come back to get them fixed. When I expressed to her how I did not trust her results and did not want to come back the owner made threatening comments to me. For example, when asked for my refund she told me how she 'can't wait to see me in person'. Typically, I wouldn't be offended by that comment but the owner said it in an effort to intimidate me, and possibly threaten me because she was upset I asked for a refund for awful work.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/17) */ Under no circumstances did the customer complain of any issues at the time of service other than unhappiness with the French tips provided. The owner did not check said customer out nor was in the office at the time of payment. When a complaint was made the following business day an offer was made with no proof required to return for a redo of service at no charge. The customer selected a day the business is not open for operations and was offered a gracious 7 day window as well as upgrade of services at no charge. When a refund was requested we were unable to process said refund electronically via our POS and offered to so in Cash which would need to be picked up in person as only the owners are allowed to issue refunds. The customer then continued to demand refund via outside measures not connected to the business and again we extended the offer of a cash refund. Our shops integrity and staffs abilities were then insulted and claims were made of falsely advertising work that was not belonging to our tech. The customer verbally harassed our social media pages and tried to leverage a larger refund in return for removing her review which we declined. She was provided opportunity to receive her refund that she requested during normal operating hours. She has since been banned from our social media avenues and has taken to false claims of threats upon being told her refund could only be issued in cash at this time. Consumer Response /* (3000, 8, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I in no way tried to get a larger refund from the business owner. Nor did insult any tech, the only thing I insulted was the poor service given by owner. All I wanted was a refund and not to deal with the business owner due to her threatening and unprofessional demeanor. The salon owner never asked if I was satisfied with my service and the person who was with me who witnessed me asked the owner SEVERAL times to fix my nails because clearly I was not happy with them, however, I did try doing that as nicely and pleasantly as possible. I made the owner aware I was going to share my experience in reviews with pictures attached so others could be warned. After owner was asked for a refund she became difficult and unprofessional about the issue. Going as far as saying she 'can't wait to see me again' (which could be taken as a threatening comment) and insult my personality. I just wanted my money back for an awful set and experience, got nothing but drama and unprofessional behavior and customer service. Owner even admitted to using bad polish. Proof is attached that my nails looked like that leaving the salon with a time stamp attached as well. Business Response /* (4000, 11, 2022/05/18) */ The customer has been offered a cash refund available for her to pick up during business hours on normal operating days for the remainder of this week, as that is the only form of refund available at this time. Without continuing to go back and forth any further, that is the only solution to this problem currently. As expected, the customers friend will back their series of events and our salon will continue to vouch for the multiple offers of a solution and professional opinions on the enhancements provided and the reasons for difficulty as that is what we are qualified to do. Continued arguing of the problem will not provide any further insight than the previous conversations did. A gracious window has been offered to the customer and unfortunately we cannot extend any further solutions as the customer is banned from our premises and social media pages due to harassment and false claims of false advertisement, poor practices, forced payment, possible injury and intended violence/intimidation tactics by our staff.

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