After being a loyal customer for 6 + years, I have had enough of their demeaning customer service. I have received awful customer service from the front desk several times to the point where I leave wanting to cry out of frustration. I only continue to go there because I really do love the service of my nail technician. The nail technicians are often mistreated by the front desk as well as I have witnessed this in person several times.
Down to the specifics of my issue, 3 times now I have been treated like nothing close to what a paying consumer should be treated like . This has caused me lots of stress and regret on spending my hard saved money on these services .
On Saturday, July 11, 2020 at approximately 9 am I came into 3d nails in Upland ca and was signed in by a young man (name unknown) I requested a specific nail tech per usual (***) & I was told there was a wait, so I said no problem I can do a pedicure meanwhile I wait for her. I was also reassured I would be next in her chair by this young man. During my pedicure the receptionist *** came up to me w her clip board and asked what services I was receiving & I confirmed I was waiting for ***. Towards the end of my pedicure when nail tech was done with her client , *** came made eye contact with me and waved. She sat around for a few min. (under 2 min) The front desk receptionist ***, then sat another customer w her, so for the first time I spoke up ad politely asked If it was going to take long because I was next and almost done in two minutes. She then had the audacity to unprofessionally raise her voice at me telling me "the nail tech doesn't feel like waiting for you" ETC. Several other things were said at this time.
I asked for her manager due to her lack of ability to communicate and or use professional manners while she continued to literally raise her voice at me and tell me customers like myself are the reason why she has bad customer service, during this time another customer got involved and they both began talking about me (unacceptable). I had to sit there getting my services done shaking, infuriated and humiliated but didn't want to walk out on my nail tech. As a result of all of this 3 customers came up to me thanking me for speaking up due to the fact that they have also been mistreated and they were uncomfortable watching an employee be treated this way they also apologized for the way I was treated on the receptionist behalf.
At checkout the manager ***, told me she will talk to *** & *** although I reassured her *** was not the issue. All I wanted was decent customer service as this is a place where I spend over $200 monthly. Upon leaving I still tipped my nail techs per usual. At approximately 2:45 PM I attempted to peacefully speak with *** via phone who claimed she was the manager which didn't go well so she put *** on the phone (she claimed she was now the manager). I attempted to ask for a refund as the customer service/ humiliation I received was not worth paying for. I also explained to *** that filing a complaint with the Revdex.com was my last resort and I would like to resolve peacefully prior to filing a complaint.
*** began to get defensive and cut me off saying,"listen lady if I give you your money back your nail tech doesn't get paid, so I'll give you $20 so you can be happy". As I explained to her that $20 out of $85 before tip doesn't make me happy, she began to yell and hung up.This shows me that the way her receptionist treated me is led by example and there was in fact no solution not even a "talk with the receptionist to treat me better" like she said.How can I believe this is a resolved issue if the manager (***) herself spoke to me in such manner.
I don't find it acceptable for any employee to such establishment to speak to any customer with demeaning unprofessional customer service, no one speaks up (other than on yelp) because they are intimidated / nail techs are reasonably priced and talented however that doesn't warrant justification for being treated in such manner.
3 D Nails & Spa Response
• Jul 24, 2020
Dear Ms.,We are emailing you in order to respond to the complaint by Ms. about what happens to her on July 11th.To be specific, Ms. wanted a nail technician to do her nail while receiving her pedicure treatment, which would violate our policy since we serve our customers based on the chronological order, first come first serve. We believe this is when her argument with our front desk happened.After that, we did show our respect and care to her by repeatedly asking herself about her service while she was receiving it; also, we gave her a discount. So that you can see we did spend our effort to please her, as a customer. At our effort paid off, We thought, she was pleased at the time she checked out after receiving all of her services, which is done correctly and professionally. However, few hours later she had some man call us back and asking for a full refund for all of the services she had received that day, which we felt really unreasonable and unfair for us as service providers. Moreover, since we strongly believe in our policy to please our customer we already did our best to satisfy Ms. before she left after being served at our salon. Therefore, to state our position in this complaint, we believe that we did not do anything wrong during her services, that we have to agree with her desire settlement.Thank you for reading our emailSincerely--3D Nails & Spa1383 E. Foothill Blvd Ste AUpland, CA 91786Phone: +1(909) 949-8822
Customer Response
• Jul 24, 2020
I am rejecting this response because: I am completely blown away by this business lack of integrity and business ethic. I did not at any time request or imply that I wanted a nail technician to do my nails at the same time as my pedicure, as I previously elaborated the issue stemmed from the front desk (or nail tech) seating a customer for services only minutes away from me being done with my pedicure while I was already waiting for that nail tech. Another false statement is that I was given a discount, I did not receive a discount: I was given back $5 cash after I questioned why I was charged $15 for two nail designs. The manager whom I spoke was unable to explain, so she walked back to the nail tech and asked her, they exchanged words in a different language ( that I don't speak) the manager nodded her head and gave me back $5.00, at no time was I offered or made aware of any discount. When I got home I felt afflicted and truly uneasy with my experience, I felt unsafe in this establishment so I didn't escalate the situation in person. I didn't feel that there was a solution to the problem that arised in person, so I called in to cordially speak to the manager by kindly requesting a refund for reasons previously stated, she then began to raise her voice at me calling me "lady" and stating that I could "come in for $20 so I could leave her alone and be happy" once more being just as demeaning as her front desk .Which is when my husband got on the phone and tried to diffuse the situation he was unable to even speak past a "hello" when he was hung up on.It is incredibly hard to believe that anyone from this establishment was apologetic or that their was any type of solution as management themselves have the audacity to treat customers in such an unprofessional manner, it is unacceptable to run a business in this matter and think that they can get away with it. While I was sitting receiving my services I was completely uncomfortable, I felt unsafe and came home in complete tears as to how I was treated, the very least this business can do is give me my money back for giving me an awful experience. These services I did not enjoy at all and have left me afflicted till this very day. I appreciate your time with this matter
Awful manager and service. Spent 71 dollars here, had an awful gel manicure that started to chip and peel a few days after getting them done. Went to speak to the manager about getting maybe a partial refund or at least communicating the experience and got nothing but rude remarks. The nail techs and the managers began talking poorly of me in Vietnamese which I understand, and I am both offended and appalled. Give your business elsewhere.
Services were rendered on 8/24/2019. On 8/25/2019 my nail broke by simply pointing at an item on a menu. I called Monday 8/26/2019 an let the receptionist who answered the phone know the situation. I was told to come in so that the nail could be fixed. Prior to driving 45 miles I called to make sure the nail tech who did my nails was there, I was told yes, and to come in. When I arrived I asked to speak my nail off, another technician asked if that is what I wanted to do and why don't I just wear my nails like that... broken; otherwise I would have to pay. I spoke with the manager and was told I would have to pay. The receptionist started there is a 3 day grace period. The manager said there wasn't. I would like my bail fixed or money back. There is no sign anywhere stating what the manager said. The receptionist was even surprised. The manager was rude and did not want to tell me her name or the owners name.
3 D Nails & Spa Response
• Sep 18, 2019
3D Nails & Spa LLC
***
Ph. ***
Monday, September 16, 2019
Revdex.com Serving Central California & Inland Empire Counties
*** Ph. *** Fax ***
Dear ***,
We did respond to this complain by and emailed to your office, but I don't know why you did not receive it. Our police was not responsible for any broken nails. We do have 3 days grace period for design only. However we did offer to fix her nails, but she did not come back for repair. We are welcome to fix her nails for her, or if she wants us to refund we will happy to refund her money. If you have any concern about this matter please call me at .
After being a loyal customer for 6 + years, I have had enough of their demeaning customer service. I have received awful customer service from the front desk several times to the point where I leave wanting to cry out of frustration. I only continue to go there because I really do love the service of my nail technician. The nail technicians are often mistreated by the front desk as well as I have witnessed this in person several times.
Down to the specifics of my issue, 3 times now I have been treated like nothing close to what a paying consumer should be treated like . This has caused me lots of stress and regret on spending my hard saved money on these services .
On Saturday, July 11, 2020 at approximately 9 am I came into 3d nails in Upland ca and was signed in by a young man (name unknown) I requested a specific nail tech per usual (***) & I was told there was a wait, so I said no problem I can do a pedicure meanwhile I wait for her. I was also reassured I would be next in her chair by this young man. During my pedicure the receptionist *** came up to me w her clip board and asked what services I was receiving & I confirmed I was waiting for ***. Towards the end of my pedicure when nail tech was done with her client , *** came made eye contact with me and waved. She sat around for a few min. (under 2 min) The front desk receptionist ***, then sat another customer w her, so for the first time I spoke up ad politely asked If it was going to take long because I was next and almost done in two minutes. She then had the audacity to unprofessionally raise her voice at me telling me "the nail tech doesn't feel like waiting for you" ETC. Several other things were said at this time.
I asked for her manager due to her lack of ability to communicate and or use professional manners while she continued to literally raise her voice at me and tell me customers like myself are the reason why she has bad customer service, during this time another customer got involved and they both began talking about me (unacceptable). I had to sit there getting my services done shaking, infuriated and humiliated but didn't want to walk out on my nail tech. As a result of all of this 3 customers came up to me thanking me for speaking up due to the fact that they have also been mistreated and they were uncomfortable watching an employee be treated this way they also apologized for the way I was treated on the receptionist behalf.
At checkout the manager ***, told me she will talk to *** & *** although I reassured her *** was not the issue. All I wanted was decent customer service as this is a place where I spend over $200 monthly. Upon leaving I still tipped my nail techs per usual. At approximately 2:45 PM I attempted to peacefully speak with *** via phone who claimed she was the manager which didn't go well so she put *** on the phone (she claimed she was now the manager). I attempted to ask for a refund as the customer service/ humiliation I received was not worth paying for. I also explained to *** that filing a complaint with the Revdex.com was my last resort and I would like to resolve peacefully prior to filing a complaint.
*** began to get defensive and cut me off saying,"listen lady if I give you your money back your nail tech doesn't get paid, so I'll give you $20 so you can be happy". As I explained to her that $20 out of $85 before tip doesn't make me happy, she began to yell and hung up.This shows me that the way her receptionist treated me is led by example and there was in fact no solution not even a "talk with the receptionist to treat me better" like she said.How can I believe this is a resolved issue if the manager (***) herself spoke to me in such manner.
I don't find it acceptable for any employee to such establishment to speak to any customer with demeaning unprofessional customer service, no one speaks up (other than on yelp) because they are intimidated / nail techs are reasonably priced and talented however that doesn't warrant justification for being treated in such manner.
Dear Ms.,We are emailing you in order to respond to the complaint by Ms. about what happens to her on July 11th.To be specific, Ms. wanted a nail technician to do her nail while receiving her pedicure treatment, which would violate our policy since we serve our customers based on the chronological order, first come first serve. We believe this is when her argument with our front desk happened.After that, we did show our respect and care to her by repeatedly asking herself about her service while she was receiving it; also, we gave her a discount. So that you can see we did spend our effort to please her, as a customer. At our effort paid off, We thought, she was pleased at the time she checked out after receiving all of her services, which is done correctly and professionally. However, few hours later she had some man call us back and asking for a full refund for all of the services she had received that day, which we felt really unreasonable and unfair for us as service providers. Moreover, since we strongly believe in our policy to please our customer we already did our best to satisfy Ms. before she left after being served at our salon. Therefore, to state our position in this complaint, we believe that we did not do anything wrong during her services, that we have to agree with her desire settlement.Thank you for reading our emailSincerely--3D Nails & Spa1383 E. Foothill Blvd Ste AUpland, CA 91786Phone: +1(909) 949-8822
I am rejecting this response because: I am completely blown away by this business lack of integrity and business ethic. I did not at any time request or imply that I wanted a nail technician to do my nails at the same time as my pedicure, as I previously elaborated the issue stemmed from the front desk (or nail tech) seating a customer for services only minutes away from me being done with my pedicure while I was already waiting for that nail tech. Another false statement is that I was given a discount, I did not receive a discount: I was given back $5 cash after I questioned why I was charged $15 for two nail designs. The manager whom I spoke was unable to explain, so she walked back to the nail tech and asked her, they exchanged words in a different language ( that I don't speak) the manager nodded her head and gave me back $5.00, at no time was I offered or made aware of any discount. When I got home I felt afflicted and truly uneasy with my experience, I felt unsafe in this establishment so I didn't escalate the situation in person. I didn't feel that there was a solution to the problem that arised in person, so I called in to cordially speak to the manager by kindly requesting a refund for reasons previously stated, she then began to raise her voice at me calling me "lady" and stating that I could "come in for $20 so I could leave her alone and be happy" once more being just as demeaning as her front desk .Which is when my husband got on the phone and tried to diffuse the situation he was unable to even speak past a "hello" when he was hung up on.It is incredibly hard to believe that anyone from this establishment was apologetic or that their was any type of solution as management themselves have the audacity to treat customers in such an unprofessional manner, it is unacceptable to run a business in this matter and think that they can get away with it. While I was sitting receiving my services I was completely uncomfortable, I felt unsafe and came home in complete tears as to how I was treated, the very least this business can do is give me my money back for giving me an awful experience. These services I did not enjoy at all and have left me afflicted till this very day. I appreciate your time with this matter
Awful manager and service. Spent 71 dollars here, had an awful gel manicure that started to chip and peel a few days after getting them done. Went to speak to the manager about getting maybe a partial refund or at least communicating the experience and got nothing but rude remarks. The nail techs and the managers began talking poorly of me in Vietnamese which I understand, and I am both offended and appalled. Give your business elsewhere.
Services were rendered on 8/24/2019. On 8/25/2019 my nail broke by simply pointing at an item on a menu. I called Monday 8/26/2019 an let the receptionist who answered the phone know the situation. I was told to come in so that the nail could be fixed. Prior to driving 45 miles I called to make sure the nail tech who did my nails was there, I was told yes, and to come in. When I arrived I asked to speak my nail off, another technician asked if that is what I wanted to do and why don't I just wear my nails like that... broken; otherwise I would have to pay. I spoke with the manager and was told I would have to pay. The receptionist started there is a 3 day grace period. The manager said there wasn't. I would like my bail fixed or money back. There is no sign anywhere stating what the manager said. The receptionist was even surprised. The manager was rude and did not want to tell me her name or the owners name.
3D Nails & Spa LLC
***
Ph. ***
Monday, September 16, 2019
Revdex.com Serving Central California & Inland Empire Counties
*** Ph. *** Fax ***
Dear ***,
We did respond to this complain by and emailed to your office, but I don't know why you did not receive it. Our police was not responsible for any broken nails. We do have 3 days grace period for design only. However we did offer to fix her nails, but she did not come back for repair. We are welcome to fix her nails for her, or if she wants us to refund we will happy to refund her money. If you have any concern about this matter please call me at .
Sincerely,
***/ Manager