EDITED TO LOWER RATING: BELOW COMMENT IS A LIE! REFUSED TO GIVE REFUND
I initially booked an appointment for a BIAB infill manicure, plus a 'freestyle' tier design, which is described on the salon's booking system as 'a complete customisation of nail art. This includes different designs on each nail, 3D, bespoke, whatever design you want!'. During the manic...
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EDITED TO LOWER RATING: BELOW COMMENT IS A LIE! REFUSED TO GIVE REFUND
I initially booked an appointment for a BIAB infill manicure, plus a 'freestyle' tier design, which is described on the salon's booking system as 'a complete customisation of nail art. This includes different designs on each nail, 3D, bespoke, whatever design you want!'. During the manicure section of the appointment, the nail technician caught my cuticles on every finger, leaving them red and sore. This made me obviously uncomfortable, which was met with demands to 'stop tensing' my hands, and sometimes no words, just a dirty look.
After this, I asked to downgrade my design to a french tip, as I was concerned she was not experienced enough to complete such a complex design tier, and did not want to risk spending the money. The nail technician then insisted we proceed with a 'bespoke' tier design, which is still complex but the design is the same on every nail. As listed on their booking site, this is worth £63 overall (£39 for a BIAB infill manicure, plus £25 for the 'bespoke' design tier). I agreed, and we proceeded with the treatment. On top of the shoddy prep work that left my cuticles raw, the nail artist gave me a design which looked nothing like the reference photo I showed her. The colours were different, and the line work was messy. Because the end product was not as described, I asked the nail technician to paint over the messy design with a french tip in a dark colour.
The nail technician failed to finish the manicure, and I was left with excess product hanging over the edge of my nails (some of it scraggly and sharp, which caught on fabric), and some of my nails were glued to my finger. To fix both of these issues, I had to file the edges down at home, and file some of my fingers to separate them from my nails. She told me I would still be charged the full amount for the design due to the time taken, and I agreed, thinking I would be charged £63, the correct amount for the service I had asked her for. I left the salon and checked my account to find I had been charged £78: the price of a 'freestyle' design. Not only was the service poor at every stage, I had now been overcharged.
I called the salon and asked for a refund, and was told twice they would issue one. I then called the next day and told the salon that I couldn't see any evidence of a refund being processed on my bank account or their booking system. They told me they were looking at the system on their computer and the refund had 'been issued', asking me to wait 7-10 days for the balance to be sent. This, and the initial phone conversation, turned out to be a lie. During that time, I emailed them and sent them a message on their Instagram, but received no response, coincidentally where written proof would be given of their untruthful claim that I was already being issued a refund. After 10 days I called them again and asked where my refund was. They referred me to Whatsapp, where the management team told me that they would not be issuing me a refund as my account of the quality of the service differed from that of the nail technician. Funny that!
I replied with images of my nails being different shapes and lengths (and wonky), and the excess product hanging over the edge of one of my nails (only one remained, I had filed all the other ragged edges down). Unfortunately, I was not able to offer images of my red cuticles or the scraggly edges: I was told by the manager twice that I would receive a refund, I did not think to take pictures for evidence since I had faith in the salon to make good on their word. I now regret being so naive. I also sent them the reference image for the design I asked for, to provide evidence for being overcharged for the design tier. They have not replied.
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